My mother died last year, but she was on kidney dialysis and wheelchair bound for the last years of her life, so subject to frequent infections. After one hospitalisation, it was decided that she couldn't cope at home any more, so was transferred to what could be described as a cottage hospital, I think it's official title was intermediate care. It was absolutely appalling and the attitude of some of the staff was atrocious, not to say downright cruel. She got a really bad UTI in there, which they didn't recognise - I did, purely because of her mental state. The family ended up making several complaints, including 2 formal, written ones. These were ignored. Over a year later, I was told by a social worker that the place had always offered very poor care and she and her colleagues had made numerous complaints, but no action was evident. I subsequently found that the matron (the complaints had gone to her) had been removed and was so pleased that others didn't have to go through the traumas we had to.
We found a wonderful care home, not by going on ratings, but by asking someone from the Local Authority who visited all the homes in the area regularly. It wasn't smart, but it was clean and the staff were warm and caring. I'm convinced that this move gave Mum at least a year of good quality life she wouldn't have had otherwise.
You have to act on what's in front of you, I found a difference between wards in the same hospital. It's the attitude of the staff that seems to be the key, whatever the setting.