I am so sorry that this happened to you on your visit and I can assure you that we do everything we can to make people feel welcome. Unfortunately, this doesn't seem to have happened on this occasion, I have addressed all of your issues and I can assure you that this will not happen again. If you would like to contact me further to discuss I would like to be able to listen to your concerns and reassure you that we do always try to provide dignified care for all.  Kind regards