We’re sorry to hear this. This year alone, over 50 emails were sent regarding Covid, Vaccines, Newsletters, Meetings, Visits, Care plan reviews and photos of Mum. We understand not all relatives want to visit during the pandemic and don’t want to be part of care plan meetings, this is a personal choice. I asked the care staff to call you via her mobile as I knew you were friendly, and I couldn’t get through. I had just received an email from your brother to collect Mum's photos, given the situation I felt we needed to mediate promptly to ensure both parties were happy. I stayed late to ensure that I could deal with this and the correct items were given out. All staff are trained in end of life, due to the circumstances, our staff did everything they should. Our Nurse was emotional, it’s an emotional job, staff develop strong bonds with residents. As I said to you face to face, I understand how hard it is to lose someone during a pandemic when contact is limited. Mum will be greatly missed.