I am sad to learn we have not met your expectations, even though we had a number of conversations to ensure we are fully appraised of your husband's preferences. Unfortunately, at the time, the home was at a peak of a COVID outbreak and safety of all our residents was considered in line with the government guidelines. Our team facilitated frequent Facetime calls to ensure, as a family, you remain in touch and able to emotionally support your husband. Our aim is to ensure we learn from each experience and the service and our team will grow into meeting each preference, need and expectation with the usual professionalism