We are concerned to hear that you are unhappy about aspects of your wife's care. We take the safety and wellbeing of our residents very seriously and, as part of that, we welcome feedback and use this to improve our care. We are always fully transparent with our residents, their families, our professional colleagues and the relevant authorities. All incidents and complaints are thoroughly and vigorously investigated, as well as being reported to CQC and the LA. We apologise if sometimes you have been unable to get through to us. Of course, there may be times when staff are busy dealing with residents, which takes priority over answering the phone! We have taken on board your comments and you will receive a full response shortly. If you would like to meet for further discussion, please contact me. You can also talk in confidence to our quality team on 07810 487150 and email them via quality@canfordhealthcare.co.uk.