We are very sorry to hear that this was your friends' experience here, and if we had been aware of these issues and they were within our gift to control, we would have dealt promptly with them as we take all feedback very seriously, and actively seek it during a residents stay here. In view of the fact that these points raised are so unusual and certainly not the general feedback from our residents or their families, we will take them and hold a 'lesson learned' meeting to ensure that this is not repeated for any future residents. Thank you for the recognition of our lovely friendly staff as they work extremely hard to look after the residents here.