Thank you for taking the time to leave your review. We are truly sorry that the care did not meet your expectations. The team at PAU are virtually the same team since we opened and have received extensive training. The call bell system is monitored and any call taking over 5 minutes which is rare is looked into. The bed was lowered to the floor for patient safety and is designed to do this and the incontinence pads were worn by patient choice, but the reviewer may not have known this. I have shared this feedback with the team including the Occupational Therapist and Physiotherapist and they are truly upset as they felt they had a good rapport with the patient concerned.  However, we do not always get things right and we have taken on board the reviewer's comments and will endeavour to improve our practice where needed. My door is always open and I would have valued the opportunity for the reviewer to have come to discuss any concerns she had at the time. Kind regards, Gail and Team