Gillian, I hope my response finds you well. Firstly I would like to introduce myself. My name is Lynsey Walker (new manager) and I would like to express my sincere apologies regarding your raised concerns and the distress it has caused you. We do value your feedback and reflect on how we can improve our services moving forward. Please allow me to reassure you there are new structures here at Parkside, all your concerns will be addressed and acted on accordingly. Our priority will always be to deliver high standards of person-centred care. I do hope moving forward and with changes being implemented we can give you the reassurance that such concerns will be eliminated. Thank you for your feedback.