Thanks again, for leaving another review.  We have a comprehensive complaints policy which shows you the available steps to take if you are unsatisfied of the outcome of any matter raised and investigated, and the escalation process therein.  You were indeed provided with a response, and an in person meeting was also held with the regional manager.  The staff member who was the subject of your complaint is no longer employed by us, and, whilst we are sorry that this has had such an impact on you, with this in mind there is little more that we can now do and the matter is closed.  Numerous changes have been made under my management, including the introduction of a quiet lounge, and we are currently in the throes of implementing a cafe area.  Our priority remains our residents, and ensuring their care and comfort, and all feedback is welcome in allowing us to make any and all improvements and changes that benefit them.