We pride ourselves on the resident experience and providing a high quality service and take comments such as this seriously as it does not reflect the usual positive feedback we receive.<br>I would like to assure you that our staff are fully dedicated to their roles and this is supported by a score of 100% satisfaction in our most recent resident satisfaction survey relating to the responsiveness, empathy, and care provided by our team.<br>I would also like to assure you that our staff are not permitted to carry mobile devices on their person during their shift. They are however allocated an electronic care planning device which they must utilise throughout their shift.<br>We value all feedback as this helps us improve our service. While we recognise we are not perfect we always try to do our best and invariably we are able to resolve matters quickly where concerns are expressed to us directly. We therefore invite you to discuss any concerns you have with our manager directly.