We are truly sorry to hear that you feel we did not meet your expectations during your relative's stay with us. We take your feedback seriously, and our Quality and Governance Team will thoroughly investigate the points you have raised. Please be assured that we strive to maintain high standards of care, dignity, and respect for all our residents. We are committed to ensuring our hygiene practices meet the necessary standards and that our staff conduct is professional and courteous. We value open communication and regret if this was not your experience. We would appreciate the opportunity to discuss this further with you to address and resolve any outstanding concerns. Thank you for providing this feedback, as it is crucial for our ongoing efforts to improve our services.