Thank you for sharing your concerns. I'm truly sorry to hear that you feel the care your friend is receiving is not meeting expectations. We take all feedback seriously, especially when it relates to our residents' wellbeing and dignity. As you mentioned, residents have the right to make their own choices and we are legally and ethically bound to respect them, even when care is declined. We have protocols in place to manage such situations sensitively. We remain in close contact with your friend's family, who are aware of the challenges and we met with them today to discuss how best to support her going forward. I'd welcome the opportunity to speak with you directly to better understand your concerns and discuss how we can improve. Please feel free to contact me.Joanna.