Thank you for taking the time to share your feedback.<br><br>We are sincerely sorry that your experience did not meet the standards you or your mother expected, and I'm sure we could have done more to support you both during your mother's stay.<br><br>Supporting individuals who exhibit challenging behaviours involves our team working in partnership with the individual's family, external healthcare professionals, and our central dementia experts. We always act on our residents' wishes, including when they want their family contacted or involved in their care, and our dedicated team work hard to manage and resolve an individual’s distress.    <br><br>It would not be appropriate to go into full detail, but our team worked with you at length to find a suitable solution to address your mother's challenging behaviours and the impact this was having on other residents. We are sorry we could not find a suitable route forward despite the many support strategies that were tried. Whilst we have a dedicated dementia community, we are not able to support the most complex dementia presentations, which require the intervention of a mental health team, and there are other very specialist services that are better suited to this type of highly complex care. <br><br>We wish your mother well in her new home.