Thank you for taking the time to share your experience. The standard of care described in your review falls far short of the empathetic, caring relationships we seek to build with our residents and their loved ones. We are deeply sorry that this was your experience. At the time of writing, our Senior Team continues to work with you directly to address your detailed feedback on the care your mum received and to provide you with a resolution.<br>Please be assured that we operate an open and honest culture and value all comments we receive because this gives us the opportunity to improve our service.  We are sorry that on this occasion we fell short of responding to your emails in a timely manner. We always strive to provide the very best service, and we again apologise that this was not your experience on this occasion.