Thank you for taking the time to share your thoughts. We are genuinely sorry to hear how distressed you feel regarding your grandmother's experience. Supporting families through challenging times is an important part of our role, and we never want anyone to feel the level of worry you've described.<br><br>However, the claims made in your review do not reflect the records, care notes, or observations held by our team, and they conflict with the information we have regarding your grandmother's care. Because resident confidentiality prevents us from discussing details publicly, we cannot address each point here, but we want to be absolutely clear that the safety and wellbeing of our residents is our highest priority, and any allegation of neglect or abuse is taken extremely seriously.<br><br>We would very much like the opportunity to speak with you directly so we can review your concerns together, clarify any misunderstandings, and ensure you feel confident in the facts.