Thank you for your feedback and we are sorry that your' and your mums' experience was not to our usual high standards. We are pleased your mum is doing well. Our team always aim to provide the highest level of care and support to all our residents, including ensuring their comfort and well-being during transfers using hoists. In terms of administering Diazepam, I assure you that it is our policy to involve medical professionals only when necessary and with the well-being of our resident in mind. Medication was reviewed regularly, and our care team must follow the advice of health professionals to maintain the safety of our residents. Our team was following the advice of health professionals to give mum a modified diet, which again they cannot override. I apologise again for any shortcomings in the care provided to your mother and assure you that we are taking appropriate steps to address any outstanding issues.