Thank you for sharing your feedback. We are sorry to hear that your experience at Surbiton Care Home did not meet your expectations. Providing high-quality, compassionate care is always our priority, and we take concerns such as these very seriously. We regret any distress caused and want to assure you that we strive to address any concerns raised during a residents time with us. While we believe we acted in line with our policies and procedures, we also recognise the importance of ongoing reflection and improvement. We would welcome the opportunity to discuss your concerns in more detail. Please do not hesitate to contact me directly, and we would be happy to arrange a meeting at your convenience.