"terrible hospital, bad mannered staff"

About: Queen's Hospital (Romford)

my mother had the misfortune of having to be treated in queens this past month. firstly they described her as senile ,which i argued successfully against, then they accused me of denying her food and water for a day , when i live 120 miles away and she had been in a&e for a day (which had mysteriously failed togive fluids to an elderly pnuemonia patient) after this i had a daily struggle to get the help and attention she required , she was meant to be given certain treatments which never happened and was discharged with no after care , she had to return a week later , when i was blamed for letting her catch pnuemonia again. the next ward sh was on had very rude and inconsiderate staff , who did not listen to my mothers requests . one of the nurses searched my mother's handbag without her consent opening and inspecting the entire contents of her purse and throwing it in front of her , she was told by nurses to ring for them when she needed to go to the toilet and was forced to then wait for anything up to 3mins for anyone to bother answering the call, i asked on frequent occaissions for a nurse to assist my mother and waited for many mins for this to be dealt with , i witnessed staff arguing in public halls,refusing each other computer time, had a staff member make an official complaint because he did not like my "manner". veiwed staff standing answering mobile phones, had to ask staff to check forinfections as they'd missed the symptoms , staff failed to cover simple tasks i.e testing for infections , had other patients swear at my mother and her visitors, and was told that i could not follow my mothers wishes ( as she requested in front of witnesses ) as it was not appropriate to do so as she "didn't know what she was saying " this included making complaints ,,, iwouldn't send my worst enemy to this hospital.

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Responses

Response from Queen's Hospital

Thank you for your feedback. I am extremely disappointed and concerned that you were not happy with the care your mother received. It is unacceptable that staff were rude, and I will be following this up. I would be grateful if you could contact me through our PALS team on 01708 435454 or email PALS@bhrhospitals.nhs.uk, and let me know where and when your mother was treated so I can investigate what happened further. Yours sincerely Flo Panel-Coates Director of Nursing

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