The apology letter issued Wednesday stated, "While the staff member did not act with malice, her unilateral disregard of Lexi and her family, our written policy (which had just been discussed again earlier that same week as a proactive reminder) and violation of the spirit of our policy (which would have resulted in welcoming assistance -- bringing the wheelchair up both flights of stairs) was a shocking, unilateral and egregious departure from our policy, both written and understood and a heartbreaking lack of judgment. She has been dismissed."