Hi Melissa, you have already raised the above concerns with us regarding this matter and we are in the process of fully investigating the points that you have raised, just to highlight some of the concerns you have raised that are not actually correct, a catheter will come out now and then and as we are not trained nurses a district nurse will need to be called to rectify this. With regard to a care worker breaking your mother's arm, this is also not actually fact, you are making presumptions that this was the case. We have not received a safeguarding from health professionals which is often the case if they felt that we were responsible.  We are sorry that you feel we didn't provide the correct care for your mother and can only apologise for the stress this caused to you and your mother, in future please wait for an outcome from a provider before you submit negative feedback.