Thank you for taking the time to bring this to our attention, we take all feedback very seriously, and we are very sorry that you felt a lack of empathy and care at the home whilst your friend was a resident, our aim is to provide the best possible care to those we support, and it is something we take very seriously. We acknowledged there were failings and worked on them and progressed whilst working in partnership with our Regulatory Authority and Local Authorities, and we will continue to do this and strive to develop the home and the Barton Place Team to deliver outstanding quality of care and improve our service user's experience wherever possible. Again, I can only apologise for your experience and I know this was some time ago, but if you wish I am available for a call to discuss in more detail, so we can better understand your experience.