I would like to express my apologies that this has been your experience during your brother's stay. This is not the standards that we operate and I would appreciate the opportunity to discuss the areas you have raised personally as we endeavour to improve our service and ensure anyone using our service have the highest standard of care experience within Eastwood Court. I look forward to discussing these areas of concern that you have now brought to my attention in order that we can review and address any areas that may require to be reviewed.