Hi Louise, my name is Lynsey Walker (new Manager). I hope my response finds you well. Firstly I would like to express my sincere apologies for your raised concerns and distress. We value your feedback and I will ensure all points raised are addressed and dealt with accordingly moving forward. I do pride myself in delivering high standards of care and this will be maintained throughout the team. On behalf of all at Parkside PLEASE ACCEPT OUR SINCERE APOLOGIES.