Thank you for taking the time to share your concerns regarding your visit to your brother-in-law. We sincerely apologise for the experience you described, and we understand the importance of addressing these issues promptly. Following our conversations, I am pleased to inform you that we have taken steps to resolve the matter. We have reviewed the incident with our staff team and have ensured that appropriate measures are in place to prevent such occurrences in the future. Our priority is always the well-being and comfort of our residents, and we are continually working to maintain the highest standards of care. We value your feedback and remain committed to improving our service. Please do not hesitate to reach out if you have any further concerns or suggestions.