In an email from Una Richardson she said;
I did see a question on the forum on Mercedes, we are happy for people to know that she is responding well to her current medication, and sometimes has very good days. This will not however change her underlying conditions, but it is always good to see her being responsive and enjoying herself. She is checked weekly by our vets, and monitored daily by her keeping staff. She is amazing for a bear her age, but we cannot deny that she is in the upper age bracket for survival for a polar bear. We present her medication to her on chicks smeared in tuna or sardines, and cod liver oil, and she really seems to see it as a treat. I genuinely feel we give her the best care we possibly can, and we cannot really do any more than that. We appreciate everybody's concern for her.
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I think people may be surprised by how friendly and chatty the staff at HWP are. I know I sound like some sort of groupie, but honestly if you've got a question then give them a shout and ask. They'll either tell you or say they can't really say yet. They've always been happy to chat whenever I've been and they always respond to emails when they can.
There are many places across the country that could learn a lot from them about the manner of dealing with the public.