Thank you for your review, we are sorry to hear you feel your mother's experience has been less than ideal with ourselves and indeed with the hospitals that previously provided care. We have met on a number of occasions and discussed the points you have raised in your review as we believe discussions are better in person. I would like to reassure you and those who may read your review that we always aim to be fully staffed and ensure our residents are kept safe at all times. Agency is always requested if staff call in sick which is the normal practice in social care. In respect of the facilities, the issues you cite have all been rectified and were done so as soon as we were able to get the contractors on site.  The telephones were a whole new system to enable new technology and as a business, we need to move with the times to provide the best service to our residents and our business.