"Disrespectful treatment"

To make a visit at Gaynes Park Manor one has to call them and book it for a specific time. I followed the protocol: rang them and I booked a visit for the following day after midday. When I arrived on my booking time, I was told by the receptionist that the resident (my elderly friend) who I wanted to visit was taken by a family member 15 minutes earlier. I asked how did it happen and the answer was that I should have checked with the family. I find this answer patronising. Then I asked if the person who collected my friend 15 minutes earlier knew about my visit, the answer was they didn't ask. I find this answer arrogant.

I was offered no apology at all for the double booking. I felt I was offered no apology and no empathy for the fact that I was driving 50 minutes to see my friend. Apart from the receptionist, two other employees came and in my opinion, their attitude was identical to the receptionist: patronising me that I should have checked with the family and is not their fault. Is it really my duty to prevent a double booking?

Since I believed that the situation was dealt wrongly by the staff, I contacted the manager via email. Instead of diffusing the situation and resolving the problem, I felt they did the opposite. They supported their employees, lectured me on the way the nursing home works, offered no apology and attempted to reprimand me! According to the manager, my questioning why the situation happened was an aggressive behaviour. 

In the course of my life, I have visited a number of nursing homes. Only at Gaynes Park Manor I was told off abruptly for not leaving a resident in the garden and calling a staff member to collect them - well, on that occasion, I took them back to their room myself. Why was I criticised abruptly instead of being dealt in a respectful way? This happened a few months ago.

To summarise: I feel the culture of the manager and their employees (at least three) at Gaynes Park Manor is such that they are not willing to accept any responsibility for wrongdoing and they don't offer any apology. Above, I described distressing but a minor incident. Imagine a major, very distressing incident.

So, if you are a person who lives in a world where people say sorry, in a world where you don't want to experience patronising - I believe you should find a different nursing home based on my experience. I believe there are some nursing homes with lovely staff where the visitors are treated with respect. Not Gaynes Park Manor Joslin SA based on my experience.