Thank-you very much for your review and feedback. We are delighted to hear that you and the family feel that your dear mum is being well cared for. We acknowledge that we sometimes use agency staff to cover sickness and holidays but as part of our recent recruitment drive this is reducing considerably and we will continue this until we are using zero hours agency for all roles. That said, when we do utilise agency staff we do our utmost to bring in colleagues who know the care home and the residents because  have already spent time with us. The staff are not permitted mobile phones whilst on duty, however as part of their role they are all required to use PCS (Person-centred software) handheld devices to record resident's personal care, daily interactions, food and fluid intakes. These devices look exactly the same as a mobile phone and you will see all staff using them. Best wishes