We can only apologise that you feel you were let down by higher management in the returning of your brother to the care home. <br>For the home to comply with all CQC regulations and safeguarding guidelines, we are legally obliged to ensure that we were able to safely re-admit your brother, and that we could safely meet his needs. <br>We worked as fast as we could to resolve this issue for you, even asking the manager to cut short her annual leave and senior management were looking at this over the weekend.<br>As privately explained by the managing director to yourself, the delays were not due to any policy about requiring email-only communication. Phone calls are quite regular within our team. It was caused in part by having to receive information from the hospital and then to bring in the right equipment to keep him safe.<br>We will look at the process and see if things can be sped up further.<br>At the same time, we were overall pleased that you had a good experience with us