My job as a housekeeper

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I thought I was going to really like my job but it turns out that I don't. I don't have the best job nor the best pay but I like cleaning their rooms and talking to them. They may be older and everything but it don't mean they should sleep in their own urine or smell bad. So I clean up their mess with a smile on my face! Don't get me wrong I take pride in it and everything but it's kinda hard bcuz with the residents I am told almost all the time that I can't listen to them and it's really hard not to. Like take today, for instance, in The Unit it's this special place they keep ppl under constant survalince, shes always telling me how she likes me and all these nice words that warms me up right away. She's this nice sweet grandma type lady and I talk to her from time to time and today she was different. I come into the unit after income in from lunch which is an hour before I go home. Anyway today she told me that she's sad and she was crying and she went on to telling me how no one visits her and I think she misses her family. U see, as far as I know, her family died yrs ago and she still thinks they're alive. I told her I'll be her family and everything will be ok and she smiled at me! I really want to help he but she's in there for a reason-bcuz she's not there, mentally that is. I'm not gonna give her false hope because I am going to visit her. I talk to just about everyone and ppl don't like it and they have told me to stop. I think just bcuz they're old and in a home they don't diserver to be treated this way. I'm not supposed to talk about it but I will say that the way they r being treated by the CNA is not right. They're not being abused. They're just being mistreated. What would u do if u saw this happening? I can be hush hush about it but they better not tell me who I can and cannot speak to because that's my right and they can't take it away from me.