We are deeply sorry that your mother's experience fell so short of the high standards we strive for, we sincerely regret the isolated incident regarding her birthday and your concerns about staff attentiveness. Since you came to the home in January, we have employed a fabulous new home manager and are completely confident this will not happen again. We know that our senior management team spoke with you following your mother's birthday and that we took immediate action to address these issues at the time. Alerts were added to our electronic care planning system, to prevent such oversights in the future. Please rest assured that our staff are not allowed to use their phones, other than in the staff rooms for personal reasons, they are accessing our electronic care planning system on work devices. Thank you again for your feedback.