Hello<br>Thank you so much for providing us with your feedback.  I am deeply shocked and disappointed reading about this experience.  We will be investigating these issues immediately.  It is completely the opposite experience our families and residents usually have and report on.  I can only apologise unreservedly to your Mother and yourself, this must have been really upsetting.  I am very grateful you've let me know.  We will be in touch with you directly.  Many thanks and again my apologies.