Dear Stella, Thank you for taking the time to leave us a review, we are very sorry that you did not have a positive experience when you visited your brother.  You raising these concerns help us to identify how we can learn from the issues you raised to ensure this is not repeated in the future.   Thank you so much for taking the time to meet with the management team and I hope following this you are reassured of the actions we have identified to support the outcomes for your brother.