At The Beeches we pride ourselves on the quality of care and support provided to our residents. I apologise that on this occasion it would seem that you are dissatisfied with the quality of care provided to your loved one. Please be assured that we risk assess every resident we care for and put measures in place to safeguard them as far as possible, from harm or injury. Even then sometimes accidents can occur, however, when they do we are open and honest and follow our robust safeguarding and reporting procedures. Regarding the instance of verbal abuse, whilst I cannot disclose specific details of the investigation, I can assure you that all policies and procedures were followed to the letter, with the full knowledge and to the satisfaction of both the Adult Safeguarding Board and our regulator the Care Quality Commission.