Thank you for sharing your feedback. We deeply regret that your experience at Cramond Residence did not meet your expectations. Your concerns are important to us, and we take them seriously as we strive to provide the highest quality of care. We would like to apologise for any distress or inconvenience you and your mother experienced. We aim to create a safe, comfortable, and nurturing environment for our residents, and it is very disheartening to hear, in your experience, that we fell short of this goal on this occasion as it is extremely unusual for us to experience a review of this nature. We would have appreciated the opportunity to address and rectify your concerns at the time that they occurred, and will now conduct an internal review to understand what happened, and how we can improve our services. As part of this process, we would appreciate the opportunity to discuss your concerns in more detail. Please contact me directly at your earliest convenience to discuss further.