We can only apologise for the upset the current situation has caused the family. Service users who walk with purpose are free to access all areas of the units they live in. We try our best to ensure that the environment they live in is safe. With anyone who independently mobilises comes risks, one of which is falls. On all forms on hand, the service user was trying to get up on her own hence the staff assisted her to do so. Our protocol is to immobilise a fallen resident regardless of if it is witnessed or unwitnessed fall. In this situation, the service user was adamant to get up and was struggling hence staff assisted her. After a couple of hours, she showed discomfort and pain, emergency services were called immediately but unfortunately, we do not have control over their arrival. The current management is unable to comment on events that had happened in the past. We choose not to comment on the cleanliness as we are going to be at risk of breaching confidentiality.