"Lack of incontinence care"

My grandmother had stayed here for few days, day staff were mostly good, attending to grannys needs when possible. Night staff however, we had a couple of issues with. For context; granny is mostly continent, however, a recent decline with mobility has resulted in some functional incontinence. One evening, granny pressed the call bell for the toilet. We waited a while and no one showed. One doctor commented that it was another false alarm. Eventually two HCA’s attended to her. On another occasion, her final night there, she buzzed and waited over 20 minutes. When we alerted someone they told us visiting times were over and we needed to leave, we explained we were just ensuring granny got to the toilet as she had been waiting a long time, we were then told she would be attended to when possible. The next morning granny was discharged and we received her pyjamas (that she was wearing that evening) saturated with urine and faeces. We are of course absolutely disgusted by this. 3 of us work in this sector. We understand and appreciate how busy and stressful it can be. But there is absolutely no excuse as to why someone would not be toileted in a 12 hour+ period; especially when fully aware and are alerting others to their needs.