I am sorry to hear that your experience has not been as you or we would like it to be.  Our usual standards are much higher than this, we have a receptionist and other managers who would usually take the time to guide any visitors to the required room and ensure that facilities are available. We have made sure that all staff are aware that this should be followed when others are not available. I understand that on this occasion the call bell did take some time to be answered, however, our investigation shows that your Aunt, in general, has her bell responded to within 3 to 4 minutes. We always aim to respond as soon as possible, but on rare occasions, for unavoidable reasons, this is not achieved. We have reviewed the showering routine with your Aunt, and she has confirmed her requirement which we have implemented immediately. We share your hope that you will find the standards to be higher than you have experienced on this day, it is our aim to provide the highest quality of care at all times. We do acknowledge that we don't always get it right, but we are always looking to improve and learn from everyone's experience when they are brought to our attention.