We were upset when we read your review and apologise unreservedly for the upset we have caused. I have spoken with the registered manager and all relevant staff about your complaint and gone through this with them point by point. We have had staff meetings with all relevant staff where it has been made very clear to them that the issues you describe are unacceptable and certainly do not reflect the high standards that we aspire to. The staff member who spoke to you about your husband's accident obtained this information from a staff member who was in the vicinity when it occurred. We requested an appointment from your husband's GP, but as he was outside of their area, they were unable to visit. As he was on respite care with us we don't know why he was removed from their list. Once again, please accept our apologies. Thank you for your complaint - this will be used as a way of monitoring where and why we have fallen short and enable us to continuously improve our standards.