Thank you for sharing your feedback. We're glad to hear your mum has been well since moving to Florence House. To clarify, staff do not use personal mobile phones during shifts; the devices you see are care management devices used to log care records in real time, ensuring care is accurately documented and monitored. Please rest assured that personal care, including oral hygiene and hair washing, is part of our routine plan. Nurses in charge are always available to provide updates, and families are encouraged to approach them or management for any clarification or information needed. It is our protocol to inform families of any changes in health, injuries, incidents, GP visits, or updates from other professionals. We will ensure you receive a weekly update about your mother via email and encourage you to speak directly with nurses during your visits. We appreciate your comments and will take them into account as we continue improving the experience for residents and families.