Thank you for your review. We are very disappointed to read some of your feedback, especially as a few of the issues have not been raised with us directly.  As it's not appropriate to discuss the details of your mother's care on this public website, we will contact you directly to arrange a meeting to try to get to the bottom of any unresolved or new issues if necessary. It sounds as though the personalised arrangements we already had in place around your mother's food and drink may need further review, for instance.  I can, however, clarify that what may appear to be staff using their phones whilst at work is more likely to be them inputting live data onto our electronic care recording system. This enables us, for instance, to review what each resident had to eat or drink on any given day, as well as what other care they received. I do want to reassure you that we want your mother to be happy at April Court, and for you as her family to feel she is well looked after.