We are very sorry that this lady felt that she experienced poor care, but the dog was snarling and aggressive to the staff, which made it difficult to deliver care to the lady. This lady was certainly not malnourished and gained weight whilst with us. I know that the daughter and lady went out on trips whilst in our care. The lady had a pressure mat, chair sensor and wrist alarm as she was at high risk of falls due to mobilising without the correct aids which was encouraged by her family. This lady owes us money for her care and has not responded to our emails, this review is disappointing but not unexpected.