We are deeply saddened and disappointed at your experience. I understand this is a challenging time and either way I offer you a genuine apology as to everyone’s experience. There are some very complex matters which I am unable to list here to protect privacy, however, we have already detailed these in care plans and put measures in place. We have already started an investigation and will treat this as a formal complaint, looking into the matter and would love some support from you to look into the time and date this occurred please speak to the Regional Manager who has tried to get in touch. We have a full team of people to support residents and family and would suggest that you reach out to them in the first instance to resolve a matter quickly and then we can investigate in full thereafter. The hospital SSHB team are responsible for the main communication with regards to the resident to their NOK. We would welcome your suggestions also on methods of communication that would work to aid in comms