Dear Mrs M, Further to our discussion and meeting. Thank you for the comments you have made, I am sorry that the experience you have had in the past has not always been as you would expect. I hope that following our meeting we have been able to resolve these concerns and reassure you of our commitment to your loved ones care. You must feel able to talk through your concerns at the time to prevent them from causing you distress and we are always happy to discuss them with you. Kind regards, Senior General Manager.