Hello Margaret, I would first like to mention that we really appreciate your honest feedback. You have raised very alarming concerns and we will be looking into it with great depth. With a shift of management, things can quickly change, we have raised this issue already with our regional and quality managers, we look forward to seeing positive changes in the near future. We apologise to you and your mother for the negative experience you have encountered at Halcyon Days and, though it won’t be easily done, we hope to win back your trust in our service.