Hi Janet, we have looked into these issues carefully. Your mother’s electronic care records show that her personal care was dealt with often, whenever she requested it, and she was always helped to dress/undress. Our records show that her room was cleaned daily, with regular Covid-19 environmental safety checks undertaken. It appears that your visit occurred before that day’s clean. You say you were not notified immediately that your mother was in hospital after her fall. This was because the number you provided to us was for her personal phone instead of yours. We reported the fall to Safeguarding and discussed with you the mix-up in phone numbers, which you acknowledged and were satisfied with. You made no complaints regarding the support she received and we only became aware of the issues through this review. So we were unable to address them. We will write to you with more formal details, as requested. We would, however, like to wish you, your mother and your family well for the future.