We are very upset and concerned that you felt your mum's stay was not as you would have expected and offer our sincerest condolences to you and your family at this sad time, as well as our apologies for your concerns raised.  We take pride in our end of life care delivery and have not received any concerns regarding this in the past, though we fully understand that everyone's experiences are different. Although this will not offer you any immediate comfort, we do not disclose intimate details regarding resident's care to callers over the telephone as we cannot confirm who they are, this is standard practice within the healthcare industry.  Visiting at such delicate times is encouraged and welcomed, again I apologize if you feel these times were lacking in any way.  Please be assured that we take all concerns seriously and aim to use feedback in a positive manner to continuously improve our service and care to our residents, your concerns and feelings will be shared with the team.