Hip broken during a full day Spa at Sibaya Mangwanani

In June 2019 my 70 year old mum fell at Mangwanani Spa Sibaya during a full day massage. She broke her hip. Instead of calling the ambulance, the paramedic at Sibaya attempted to massage her, placed her on a wheelchair, and pushed her over 100s of metres of cobble stone paving to a room on the other side of the casino. By the time she reached the hospital her hip bone end was completed crushed and she had to have a complete hip replacement. All I have requested from Sibaya and Mangwanani Spa are their incident reports. But they are refusing to share that with me.