We hope your mum has settled well into her new care environment. Her deteriorating health was reported to professionals and yourself, with hospital admissions made under GP or paramedic direction. Her black eye, caused by a fall from bed, was reported immediately, and preventative measures were successfully implemented. Her weight loss, monitored due to a BMI over 30, was discussed with her GP, dietitian, and SALT team as potentially linked to underlying conditions. Her care has never been neglected. The equipment used was an insitu sling, not a harness, assessed by staff and specialists. The hospital pack accurately reflected her care needs and included photos showing skin improvement. She has no bed sores, and documentation shows regular care and staff interaction. We believe the care plan is accurate and transparent. We regret the breakdown in trust and wish your mum continued good health.