Thank you for your feedback. I'm disappointed you feel we have not met expectations. Unfortunately, as concerns have not been raised with us directly, we are unable to respond specifically to them. Whilst we are unable to prevent falls due to the nature of those using our service, the home actively take all steps possible to reduce the risks of falls. We have some phenomenal staff working tirelessly to ensure the safety and wellbeing of those in our care. We have above recommended staffing levels based on dependency and a new Wellbeing Team working across 7 days to provide meaningful engagement and occupation. Notice boards around our home show examples of this. Staff use mobile phone devices to complete documentation and there are signs around the home explaining this as we appreciate it could look as though they are using personal phones - ask and they will happily show you. Labelling items helps us reacquaint misplaced possessions. Feedback will be used positively to develop our service.