"Seek first to understand"

I’m writing this on behalf of my elderly mother. As a result of a fall, she attended A&E , where despite the unit being very busy, she received excellent care. The doctor even spoke to me over the phone .

She was then admitted to Ward 4 for overnight observation. Myself and my brother don’t live locally, so I headed to Perth the next day when my mum messaged me to say she was fit for discharge. On arriving to the ward I was met by my tearful mother, who told me, when trying to explain to the nurse I was travelling up to collect her was told it wasn't  visiting time and I was not allowed in. The nurse then left without my mum getting a chance to explain. As a nurse myself I was disappointed in the lack of compassion shown to her. She was neither given painkillers or assistance to wash, despite an injury to her arm. Prior to retirement, she herself was a senior nurse and was disappointed with her care. She also noted that the uniform policy must have changed since her day as the nurse in question was wearing shoes with holes in the top.