With 33 years' experience in health and social care, Suzan Collins was delivering training on best practice when she was first contacted with the news that her mother had broken her leg at her nursing home and been transferred to hospital. There followed a chain of ongoing bad practice and poor care that Suzan, with all her knowledge and experience of 'the system' could not influence. What had really happened? Who was responsible? How could they be called to account? How could this be prevented from happening again? What would you do in her place? Share her experience and what she learned that could help you and those you care for.