I am deeply sorry for the distressing incident where your mum experienced. Please accept our sincerest apologies for the pain and distress this caused her. We are taking this feedback seriously to ensure that such an incident does not happen again. Please know that we are committed to offering the best possible care for your loved one and will address this concern with our team to ensure improvements are made. Thank you for bringing this matter to our attention, and again, our deepest apologies.