"The attitude of the staff in ward 205"

I was not a patient in ward 205 but my friend was there for about a month. I visited her 4 times In that time I witness one lady in distress calling for help for over an hour. Staff addressing patients in brusque ill tempered and grumpy, belittling tones A general lack of cheerful, kindly encouragement. My friend left in undignified positions in public She became very thin, never finished a drink and was made to use a 'baby' drinking mug. A marked lack of respect for the patients The contrast between the staff in ward 205 and those in the residential home where she is now is amazing, in this home the staff are cheerful, gentle, respectful and caring to both the residents and visitors. Since getting into the home, she had put on weight, is much cleaner and has better skin colour, consequentially she is improving mentally as well as physically. The overriding impression which i get in the residentail home is that the staff are kind, the overriding impression which I got in ward 205 was that the staff were doing a job and that 'kindliness' was not required. I believe the medical treatment she received in ward 205 was perfectly acceptable but the response to her as a sentient individual was very poor. When I had a hip replacement operation in Derby Royal infirmary the care I received from the nursing staff was very good indeed, so why is there a marked contrast between the two wards?