I recognise your frustration as I explained in my response to your email of complaint. We were not short-staffed and it is unfortunate that on these two occasions residents in the same unit required support at the time arranged for your Skype call. However, we did support your mother to have contact with you within 15 minutes of the pre-arranged time. At times residents can require support which can be unpredictable and we do appreciate it when relatives can be understanding of this.