Thank you for your review. We are sorry to hear that you feel that your mother-in-law’s needs were not met. We welcome feedback as the best interest of the residents is at the heart of everything we do.<br>Our aim is always to make residents feel welcome.  We have recently created a resident’s welcome pack which explains how the home is managed. We actively facilitate communication with family members and friends, and this is supported by the home, especially where regular visits aren’t taking place. All residents have a person-centred care plan outlining their specific care and support needs, which are regularly reviewed and updated.<br>We have a new digital care planning system, which requires the use of the handset, to update care records.  We wish to acknowledge and apologise that the use of a handset could give the misconception of staff using mobiles. We have placed posters around the home to explain the use of the handsets.<br>Please contact us if you wish to further discuss.