I am so sorry to read that you are still experiencing issues despite addressing these directly with both your mother and sister two weeks ago. We have explained our difficulties with the phone lines of late and I have in actual fact furnished your sister/family with my own personal phone number and the home's mobile number for ease. We want to prevent emergency services from being contacted as a result of our phones not being answered. The phone lines in actual fact dropped again last weekend and I was called at home by a member of your family, I rectified the matter to prevent worry and distress. I am saddened to hear you feel the staff are rude, I have addressed the situation you are referring to and I believe that it was a breakdown in communication, however, I will look into this again and would like for your concerns to be raised with me. Hospice has been discussed and is a private issue. I would like to put your mind at rest and talk with you personally. Call bells are always available