Thank you for your review, we value all feedback as this helps us to improve our service where required. We appreciate your largely positive feedback and have taken on board your comments about the response times to phone calls to the home. We have a system in place whereby if a call cannot be picked up by the home team it goes through to our Care line team who will do their best to help you. We have shared your feedback with all colleagues involved and will endeavour to answer in a timely manner as best we can.