Good answer about speaking to client first and then take it from there.
It could be many reason. 1) how often do you change the pad? / Does it need to be changed more often? 2) are you careful not to hurt them? 3) If this person needs the attention from their family they may say what they think will get that extra attention. 4) are you sure it is the client and not the family accusing you? 5) Have you treated your client like a client if so maybe you should try treating your client like a friend and ask what you did and go from there.