Thank you for taking the time to share your concerns with us. We are genuinely sorry to hear that you had a negative experience. We take all feedback seriously as part of our commitment to providing high-quality care. We are disappointed that you feel this way, and we would like to address the points you have raised. Some of the comments made in your review are factually incorrect, which is why we invited you to meet in person with our Manager & Director to discuss them fully. Although you declined several invitations for a face-to-face meeting, we have spoken with you by telephone to go through your concerns and to explore ways of moving forward together.Please be assured that we strive to deliver outstanding quality of care to all our residents and to enhance the experience of both service users and their families. I would like to apologise again for the issues you have encountered. We are committed to learning from feedback and continually improving the service we offer.