Dear Donna, It really saddens me to receive such feedback and I'm genuinely sorry that you feel this way about the service. I would like to invite you to contact me directly so that I can look into this for you and resolve all the issues raised. You will see from our Care Inspectorate reports that we usually deliver a consistently high standard of service with grades of 5 - Very Good - for the past few years, and where we don't get it right we strive to put that right. I look forward to hearing from you in due course.