I think in situations like that, and particularly with people who have illnesses like Alzheimers, there can be a bit of a fine line between care and abuse, and I know that sounds stupid, so I'll give an example. Imaginary patient Bob has Alzheimers. He also has a rather nasty skin infection and the doctor's orders are that the infected area must be kept scrupulously clean and an ointment applied several times daily. If this is not done the infection is likely to get worse and cause yet more problems, definitely pain and possibly even along the lines of blood poisoning. Bob's carers in his private and generally "nice" home for the elderly have a duty of care to administer Bob's medical treatment, and to keep Bob clean, fed, warm, etc, because Bob is no longer able to autonomously take care of these things for himself. But Bob, in the throes of Alzheimers, resists all suggestions that he might like to have a bath or apply his ointment. He will not be persuaded, and he punches and spits at and struggles with anyone who attempts to do it for him. Not through malice, it's just one of the unfortunate things that can happen with that kind of illness. Which would be abuse? For the carers to leave him without bathing and medical treatment, thus leading to a worsening of the infection? Or for the carers to pin him down and forcibly wash him against his will? In either case a complaint will be made. Option one, "we went to see Bob and he stank, and his skin infection's getting worse! The doctor prescribed an ointment but he's not getting it applied!" Option two, "we went to see Bob and five people were holding him down, and he was shouting for help! It's assault!"