Thank you for sharing your feedback, we are truly sorry to hear about your experience when trying to reach us by telephone.  We understand how important it is for families to receive timely responses and regret we have not met your expectations in this regard.  We recognise communication is important and we are reviewing our processes to improve how we manage this in the home, so that families can reach us more easily and feel reassured.  We appreciate you bringing this to our attention and will use feedback to make meaningful improvements.