I am sorry to learn of your experiences at Stubby Leas NH. As a home we have had a lot of learning and changing in the last 12 months. There has been improvement in processes of care, monitoring and reporting of issues as they arise. We have provided a lot of training for our care staff to recognise and report injuries such as what your stepdad suffered, in a timely manner. We understand that our responsibilities as a service provider extend to the relatives and family and I am sorry to learn that your mother was distressed by all this. We have worked to improve on our customer service and encouraging our relatives to use our complaints/concerns routes as well as the open door policy to meet up with management to raise concerns. There has been a change of management and our aim is to continually improve in the care we provide for your loved ones.