I'm sorry that you felt unable to talk to us about your concerns prior to this review. One of our supervisors has now been to see you this week to discuss your concerns, which we are now investigating. A clients care plan & tasks are on an app on the carers phone, which the carers need to check before starting the visit. Unfortunately this is often mistaken for the carers playing on their phones. As the carers log in & out of each visit, we are also checking all of those log in & log out times to make sure that your mother is having the commissioned time and also that all the tasks that we have been commissioned to do are being done by all carers. We have agreed to update you when we have finished investigating your concerns.