Thank you very much for your feedback. We're extremely sorry about the unfortunate issue caused by a dropped shower tray, this was rectified very quickly.  We understand the distress caused by this when you visited and we offered our full support.  You had been given every opportunity, as per the company's escorting policy, to escort your mum to the hospital however you had chosen for staff to attend on your behalf due to your working circumstances. I can confirm the home takes all complaints very seriously and the door remains open should you wish to speak to the management team directly.  Apologies again.