Quick question- nursery phoning v soon to discuss dd getting sun burn whilst in their care- what do I say/expect as a response?

[Haylstones]

Dd came home from nursery on Wednesday with sunburn on both legs. I'd supplied a named bottle of sun cream and a hat so am a bit shocked and surprised that she got burnt (she is very pale and I expect it wouldn't take long for her to burn- has never happened though!). They are phoning me back very soon and I wondered what I should say/expect of them? Is an apology and/or an explanation sufficient? She's been there for over 3 years and we've had no issues so far.

I'd expect:
-an explanation of what happened
-a discussion of how they will prevent it happening again
-how they will implement/manage the changes to make sure all staff are complying
-an apology to you and your daughter

Ok, thanks for that. I'm not really in the best position to be rational about it as I'm so tbh but will try. It doesn't help that I rang at 8.30 and they still haevn't phoned back!

Haylstones - i'm a nursery manager and its utterly unacceptable and i'm shocked and sad for you that its happened. I would ask if they have a sun safe policy, if not why not. Cannot see any explanation how it happened. To be honest i would put your complaint in writing, as then they have to keep it on file and respond. Unless they have an a very very good reason i would consider calling Ofsted (not something you would hear me say often). Hope your little one is ok.

As for not calling back yet, thats really poor practice.

Same as WilfSell outlines. I certainly wouldn't resort to Ofsted for one oversight.

My dcs come home plastered in the nursery's sickly smelling stuff & need a bath, despite the fact they we do as nursery ask & apply suncream before going to nursery as well. I'm surprised your nursery don't ask you to this as a form of double protection.

How bad is it?
If it is mild, i would just chalk it up as an unfortunate experience.

It's not really bad, there's just a red panel between where her skirt ended and socks began. It's gone now. I hadn't considered contacting Ofsted as I'm sure it was an oversight considering it has never happened before and she had no burning anywhere else. NUresry eventually phoned back and said the person responsible for dd on Wed wouldn't be back in until Tuesday so she would phone me then. Not very happy with this response especially as despite talking to 2 members of management neither of them apologised.
I may put it in writing so there is a record of it.
I'm surfe they have a sun policy as they have one for just about everything else!

In that case, what is the issue?
An apology should suffice.

Moondog, all i really want is an apology and an assurance it won't happen again; presumably they've decided it best for me to wait until dd's keyworker is back in to discuss it (i'd like to know whether they simply forgot or if it was deemed unnecessary due to the weather). I just thought that in the meantime the manager(s) might have apologised.