Many thanks for your review. During office hours we have admin staff who answer the phone. Out of these times the care and nursing staff are here, but they will always prioritise finishing what they are doing with the residents before answering the phone, which sometimes leads to a delay. It's frustrating at times, but understandable, I hope you will agree. I'm really pleased your mum's stay went so well, and hope she continues to thrive in her new home.