Thank you for taking the time to share your observations. We are genuinely sorry to hear that you left feeling concerned, as this is never the experience we want families or visitors to have.<br><br>However, the claims in your review do not reflect the standards, training, or practices in place at our home, and they are inconsistent with our documented care records and internal observations. Our team is required to follow strict professional guidelines at all times, and allegations of aggression, neglect, or misconduct are taken extremely seriously. Had any of the behaviours you described been reported to us at the time, we would have immediately investigated.<br><br>Out of respect for resident privacy, we cannot discuss individual circumstances publicly, but we want to reassure you that residents' dignity, safety, and wellbeing remain our highest priority. We also continuously monitor staff conduct, care quality, and responsiveness as part of our safeguarding responsibilities.