"In care homes, I think [things] are a lot worse because they're so understaffed. And all of their patients are very highly dependent on the staff. And you do get a lot of grief...you can get very difficult patients that are very rude to staff [or][ are very demanding. And they're just not very nice... we just have to just take a deep breath and be professional. And it does get hard to do that. Because I do get the relative side of things, as well when they're not being updated. But they don't know how [it] works. And they don't know the routine of things. And they don't know why they have to wait so long to hear a phone call or anything like that. "