Thank you for your review. We value all feedback as this helps us to improve our service where required. We have responded formally to your complaint with actions we have taken following it, and we are deeply sorry this was your experience. We always aim to put the care of our residents as our priority at all times and we are disappointed with the level of communication you received on this occasion. Please be assured the home staff have been reminded of our expectations of showing kindness and compassion when liaising with anyone.