Thank you for your review although your experience is disappointing to read, we appreciate any feedback as this is how we improve the service.<br>In regards to staff using their mobile phones, we have a no mobile phone use policy but the devices staff use to document care notes look almost identical to smartphones. In terms of staff playing cards, this is something I have implemented to increase resident interaction, it has been noted that residents are more likely to join in an activity if they see staff enjoying it so I have advised staff to start activities themselves to try and increase resident engagement. The unit your relative was staying at is currently undergoing a refurbishment, all the chairs were replaced this week and the lounge is being re-arranged. Our recent infection control inspection rated all units as good and our recent CQC inspection noted how clean the home was.