Whilst I'm not defending many aspects of this place, washing a cantankerous person is a problem, if you use any degree of force you get slated, if the person refuses and they don't get washed you get slated - no win.
How do they manage it in hospitals. Not such a different situation ? Cantankerous old people are quite often suffering from mental health issues of one description or another, the staff should be trained well enough in such matters to deal with them. No excuses are there, apart from the possibility that employing basic care workers without such training,is a cheaper option ?
Many care homes also have the problem with communication too.
Foreign staff, who the elderly can't understand and neither do they understand the elderly.
...and yes, they charge the earth to keep them quiet in a zoo, where they're not allowed out and people come and visit.