Thank you for taking the time to share your experience with us. We are deeply sorry to hear about the issues you faced and are truly saddened by your loss. We understand that you were navigating an incredibly difficult situation, and we apologise if our previous response came across as hostile or defensive. That was never our intention. We strive to provide the best care possible and are committed to addressing any concerns to ensure such experiences do not happen in the future. We take your feedback very seriously and would greatly appreciate the opportunity to discuss your concerns further. This will help us understand exactly what went wrong and how we can improve our services. Please do not hesitate to get in touch with us directly. Your insights are invaluable in helping us provide better care for our residents.