Thank you for your feedback, which overall is very positive and we were privileged to take care of your mother in her latter years. We have worked hard on recruitment in the past 12 months and have reduced agency use to a minimum, as we know that when using agency it can impact on service delivery. I acknowledge your concern about communication with families /keeping them updated about their loved ones, but particularly when they are unable to visit and /or live abroad. We will continue to work on improving communications in the future.