Thank you for taking the time to bring this issue to our attention. We are obviously disappointed that you feel your loved one has had a negative experience and will take on board your comments about personal hygiene. Staff were experiencing aggressive and other inappropriate behaviours from the resident and family, and at times, felt they had no choice but to walk away without completing the procedures. Our recollection is that there was no struggle with taking your relative out of the home, as we gave you notice to leave. We are sorry that you felt that we did not meet your expectations, however; it was a very difficult relationship between the family and the home.