I am deeply sorry that your sister felt alone and isolated. I wish I had known about the mobile phone problem; it would have given me the chance to do the necessary risk assessment and prevent this situation. Our staff do work hard to build strong relationships with the residents. We will, however, look again at our training and supervision model to find ways to increase staff-to-resident interaction outside of scheduled care. We are currently adding more fun and interesting activities for our service users. In addition to this, we will look at the use of the patio access. I apologise for the problems associated with the laundry. We are carefully looking at our laundry system now to make sure there will not be any future problems.<br>Our goal is to give our residents and their visiting families a safe, friendly, and high-quality place to live and experience. I am sorry you thought we didn't live up to our standards. Again, thank you for taking the time to give us such useful feedback.