I work in residential aged care, we have an elderly Vietnamese lady with special privileges because her family are very wealthy and are constantly emailing and voicing their concerns about their mother's care. She is physically ok despite random episodes of hypotension, she requires minimal assistance and can mobilize independently. We have been instructed by management that this woman's call bell is answered promptly (within minutes), she is to be informed of our name and position each time we enter her room, her family are allowed access to the kitchen to prepare food that they bring in and we are to stay with her while she uses the bathroom (which is often and can take up to 15mins each time). There are other chronically ill residents with debilitating health conditions that need our attention yet this woman is put before them because her family is difficult ?? Is this a normal practice?