Thank you for taking the time to leave feedback and I am very sorry that you felt the care your Gran received was below standard.  I have investigated the issues you have raised and can reassure you that the bruising was present on admission.  The missing clothes were located and labelled, these had been misplaced due to not being labelled before going to the laundry.  Prior to admission, your Gran was assessed as a high falls risk but bed rails would not be appropriate, she did roll from bed on three occasions without injury and family were contacted as on admission you requested to be informed of any changes to care at any time of the day or night.  Staff found that your Gran responded better if they spoke into her ear and she would become distressed with raised voices and I can confirm that a nurse did ask you to stop shouting.