Thank you for taking the time to share your experience. I am somewhat surprised to read some of the comments given Mum expressed to us how much she enjoyed her stay. Whilst I cannot comment on personal circumstances, I should point out that when it comes to receiving a bath, or any personal care assistance, we are duty-bound to respect the wishes of the resident and should they choose in their capacity to decline our assistance, or offer of certain services, we document such instances thoroughly in their care documentation.  I would welcome the opportunity to meet with you to review such documentation to provide reassurance as to the steps taken during Mum's stay.  We do our very best to get things right the first time, but if we don’t, we listen and act upon the feedback. We would love to see Mum again in the future and so I hope you will give us the opportunity to rectify any concerns that remain.  Best wishes, Anita