We would like to clarify some points, as they do not reflect our records or the standards we provide. On admission, residents are warmly welcomed, shown to their room, and supported with information. Medication charts confirm all prescribed doses were given correctly. When a UTI concern was raised, staff followed protocol and escalated to the GP; while the prescription was initially declined by the GP due to catchment, staff and family worked together until it was issued and collected. Nutrition is supported with varied menus, fresh fruit, snacks, alternatives on request. We offer discreet mealtime support while prompting independence. Fresh water and drinks are always available. Activities are offered daily, with participation optional, and records show the resident joined several times. Our team is caring and compassionate, as reflected in feedback and inspections. We are sorry this was not the experience felt and remain committed to providing high-quality, supportive care.