We're sorry to hear your relative's experience didn't meet expectations. We take all concerns seriously and use them as opportunities to improve care. Your relative arrived with swollen legs, and we took immediate action, consulting with DN's and GPs. We were unaware her water retention medication had been stopped by her GP before admission, which may have caused the swelling. We have hourly checks in place, and your relative had a pendant alarm for assistance. She participated in activities, including fitness sessions, and wasn't confined to her chair. We provided a recliner chair for comfort due to her bent spine and offered support. The incident involving another resident was addressed immediately by staff. Your relative wasn't present, and dignity was maintained. The hearing aid was found after discharge, and we contacted the next of kin, but it wasn't collected. We would have addressed these concerns if raised during her stay. Please contact the Manager for further discussion.