Dear S R, Thank you for taking the time to share your feedback. We are sincerely sorry to learn of your experience and the disappointment both you and your grandmother encountered. Cleanliness, safety, and dignity are our utmost priorities, and it is clear that on this occasion we did not meet the standards you rightly expect. We take your concerns extremely seriously. I would like to invite you to meet with us so that we may discuss the steps we have taken to address the issues you have raised and provide you with reassurance regarding the actions implemented. Could you please contact me on amitpatel@abbeytotalcare.co.uk so that we can arrange a meeting at a mutually convenient time. Once again, we extend our sincere apologies for the distress caused to your grandmother and you. Your feedback is invaluable in helping us to continually improve the quality of care we provide. Yours sincerely, Amit