Thank you for your feedback which we take seriously. Staff use phones to log in/out, read careplans and record notes. Our council contract requires two separate apps, taking time. Staff aren't permitted to use phones for anything else and we are addressing this to ensure highest standards are maintained. We've implemented spotchecks specifically looking to redress this issue and those found to be at fault will face our disciplinary procedure. We don't underestimate the value of social interaction between our staff and service users.We understand support requests have been raised above the agreed careplan. Unfortunately, staff must work within the commissioned care package, We're always willing to discuss reviewing care plans if needs change. There was a weekly sit call commissioned which was frequently cancelled.We note staff gender preferences have been raised. We always aim to take preferences into account we can't guarantee gender due to equality and non discrimination commitment