Thank you for allowing us to support you and your mum and for taking the time to provide this valuable feedback. Our aim is to provide quality and compassionate care at all times. For us, every contact counts, and we aim to leave a good impression. Clearly, as management, we failed to meet our own standards. Our communication at the end has failed to meet expectations and for this, we can only apologise. We have gone back into our records to understand what happened as this is not our usual practice. We will take the learning form this and hope no other family will go through a similar experience.