Thank you for taking the time to share your concerns, we are truly sorry to hear about your recent experience, and we fully appreciate how upsetting this must have been for you.Please be assured that we take all feedback very seriously, and everything you've raised has been thoroughly reviewed with the relevant teams. It is always our priority to ensure all residents feel safe, cared for, and respected.We're pleased to see that your mum has  settled in so well, and we're continuing to support her with a personalised care plan to meet her individual needs. We are also actively working on improving communication with families and ensuring that every resident has access to appropriate social interaction and meaningful activity.