"Bad experience at Caludon centre"

I have a family member at the Caludon centre at the moment and I have to say that the whole place is just a shambles. My sister doesn't feel listened to and I have to say I can understand why. I've tried to raise this with staff but the impression I get is that she is just viewed as another demanding patient. She has raised the issue of food choice and that she doesn't like the choices available, she was told there is plenty to choose from. She requested the pillow be changed because it was dirty, she was told there was no more. She now feels that she can't ask for anything because she is made to feel an inconvenience. The staff just seem to pass the buck and tell you to call PALS. What a joke of a service that is. I've called a total of 9 times over the past few week and no one EVER answers the phone. I even spoke to a member of staff once and they have never responded to my enquiry or even recalled my name when I managed to get through. Their response, sorry, we have had new staff in the department and are still new. Well so what. Just close the service because it's not fit for purpose. If you can't complain to a complaints team then that's just a joke. I am praying for my sister to be discharged so we can put this terrible experience behind us.