Firstly, I would like to apologise that you have been left feeling this way. Our team take their responsibility very seriously & often go above & beyond. Our manager supported you when your mother was poorly. Unable to get through to the hospital & on holiday our manager, who was off duty and not on call, visited the hospital immediately to get you an update. We hoped our prior meeting with you had given you the chance to have your concerns acted upon, we apologise if we could have done more. We will review with the team who were on duty that, as this contact was not by Management. Our residents are never seen as simply income we are sorry you have been left feeling like this. We attempted to phone you to offer our condolences & ask about arrangements, the call was not answered, we assumed our contact was not wanted. We will follow this up with an email to ensure our message is received. We have now installed call recording to ensure our communications are able to be fully reviewed.