First, thank you for sharing your thoughts. We strongly believe in the continuous improvement of our services, and we fully understand that this would not be possible without your feedback. We do apologise that your experience with our phone lines did not match your expectations, and we want to reassure you that we will do the best we can to make your experience better. We are so grateful that our staff team's passion for delivering the best care possible is recognised. We do strive to have the best relationship possible between us, our residents, and their families during these difficult times, and our staff have been a vital part of maintaining communication and keeping family members updated. Once again, thank you for your kind words, and be assured that we will continue to provide the best care possible for your dad, and that we will work on the feedback provided.