"Very disappointed "

Mum was transferred from EAU to ACU, family not advised so I turned out outside of visiting and don’t think I have ever felt quite so patronised. I was firstly told she was still on EAU. I advised she wasn’t as I had just been there but they just said well she isn’t here. I had to ask where I could go to find out where she was when they reluctantly checked their records only to find she was on their ward. They then intimated I had given the wrong surname!! When I got there, I said I noted I was outside of visiting as I didn’t know she had been moved and asked if they could make an exception under the circumstances. They hadn’t heard any of this and I had to repeat, not that they seemed to understand it any better the second time round. They simply told me the time as evidently I can’t tell the time. I was told it was protected meal time and to go away and come back in an hour and 15 minutes. My mum is not eating well just now so I could have helped her. I doubt the staff would as when I got to see her later all her belongings were dumped on the floor in green plastic bags rather than the bags she had come in with. I can only assume if they don’t have a minute (which is all it took for me) to unpack her few possessions, then I doubt they had time to help her eat. Finding her open toilet bag on the floor next to a bedpan was disgusting.

I tried to speak to someone to pass on some important information and for a general update but without success. Was advised to ring back this morning to speak to a nurse but it transpires they don’t answer the phone. The lady on switchboard was very apologetic explaining they don’t have any admin on over the weekend, not sure why was told to ring then unless whoever I spoke to just wanted rid of me.

As I nurse of over 30 years experience, I know first hand the pressures on the NHS but this does not excuse the way my mum and now her family are being treated. I not only feel let down but extremely embarrassed.