"Left waiting at home - continued"

About: King George Hospital

Well eventually spoke with somebody from the clinic who made arrangements for my mother to have her check at the clinic for Monday 17th February (week later) and made arrangements for me to travel with her which I was most grateful for, she even said she would be there to talk to my mother and myself and explain what should and should not happen. She also confirmed that transport was arranged. Transport did arrive and we got to King George's Hospital, what happened next was unbelievable.. Over the next 1 half hours my mother was left in a corridor (similar to a conveyor belt of wheelchairs) pushed into a room with 8 other patients, had her blood checked, was pushed back outside into the corridor (conveyor belt again) eventually got pushed into another room and left at an angle opposite a nurse at a computer and next to another patient. When the nurse had finished talking to the patient in the chair she started to speak to my mother who had to lean backwards to hear what she was saying, I immediately started to move my mother nearer so she could hear what the nurse was saying, but was told by the nurse ' Please put the chair back and don't do that, that's the reason your mother is at an angle so she can hear me' well it was clear my mother could not hear her! The way the nurse was speaking to me and to the other patients was not helpful, I found her rude and abrupt. The majority of the patients that I saw waiting to be seen were elderly, all I expected for my mother was a little dignity and respect, this nurse clearly has a problem with that. I wonder how she would feel if she saw her mother being treated like that? The nurse then called somebody else and my mother stayed where she was, the patient that got called in next sat in the chair next to my mother and so it continued. After about 10 minutes a nurse sitting at another desk called me over and started to explain to me the following (this was over the patient sitting at her desk) we have looked into why your mother was not collected yesterday and it is a fault with 'Transport' we did book transport for your mother. If you are still not happy then you can take it up with them. I then asked her what the policy is if a patient does not arrive (like in my mothers case last week) they do try and call or send out a letter but she was not aware of a policy! I explained my mother did not receive a call or a letter, she could not answer this! this nurse did not once try and speak with my mother (who was still sitting in her wheelchair, at an angle, next to another patient who was discussing her details/concerns/medication. I asked if she was the person I spoke with on the telephone as I understood she would be here, apparently she was called to a meeting and couldn't make it! I knew I was not going to get any answers and left. I do not expect my mother to receive any special treatment just treat her with dignity and respect, isn't that what we all expect for our parents...........

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Responses

Response from King George Hospital

Thank you for your comment. I am concerned to hear about this. The Urgent Care Centre is an extremely busy department, however this does not mean patients should be spoken to rudely or without dignity and respect. To investigate what happened further, please provide more details by contacting me through our PALS department. You can telephone on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely Flo Panel-Coates Director of Nursing

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