Thank you. We genuinely appreciate all feedback so that we can monitor and improve our service. Firstly please accept my sincere condolences. We have reviewed your concern and our records and there seem to be some discrepancies. During the 4 night fully funded stay, in the room chosen by yourself prior to admission your relative was nursed on an airflow mattress and was assisted with all care needs but often refused. If you were offered the ground floor room after admission it was reserved and not available please accept our apologies. On 20th Sept you requested to speak to the Clinical Lead, I offered my assistance but you declined stating you would wait for her to be available. The following 2 days were my days off. 23rd Sept. I attended mandatory training but offered my assistance to the Clinical lead though not required as she is deputy in my absence. If you wish to further discuss your concerns we would be happy to investigate further to ensure that any misunderstandings are clarified.