Thank you for your review, we value all feedback as this helps us to improve our service where required.  Please accept our sincere condolences on the passing of your Grandfather. We are committed to providing quality, kind care at all times and we are therefore deeply sorry if this has been your experience as this is not the conduct we would expect of our staff. We have been unable to ascertain your details and would very much appreciate if you could contact the Home Manager at your earliest convenience to talk through your concerns so that we may be given the opportunity to put things right.