Mrs Brown, who suffers from dementia, had a minor accident in a new bath hoist while you were helping her.

Mrs Brown is heavily built. She leaned forward in the bath hoist chair and the supporting belt gave a little. She suffered two minor scratches and a bit of discomfort. She is now cheerful and settled. Looking at the bath hoist you believe there may be a fault with the belt’s fastening mechanism.

Mr Brown can be difficult and has on a previous occasion threatened legal action. He is due to visit Mrs. Brown shortly.

1. What will you say to Mr. Brown when he arrives?
2. What action will you take to minimise the risk of this happening again?
3. What can you do to stop the situation escalating?
4. If Mr. Brown tells you he wants to make a complaint, what information would you give him?