Dear Mary, we are sorry to hear your experience when visiting our home was negative. At times it may appear that our staff are not engaging with residents as they may be recording their care on a mobile device to ensure we can evidence our care delivery. In the lounges, we purposefully arrange it in a way that suits everyone as not all residents would like to watch TV and may like to engage in other activities.<br><br>However, we do appreciate all feedback and take it very seriously. We will continue to work with residents, staff and relatives to improve our care on an ongoing basis.