"my mother was taken from the medical ..."

About: Queen's Hospital (Romford)

(as a relative),

What I liked

my mother was taken from the medical assessment ward b for an eye op at 12 .30 on wednesday- I am her daughter and telephoned the ward at 2 oclock to see how she was, they didnt know, I arrived to see my mother at about 5 oclock and she still wasnt back from the eye op. After another long wait she appeared back at the ward at 7.15 nearly 7 hours later. She was very distressed crying and the whole incident involved myself my mother and sister crying. She explained that she had not had anything to eat or drink since breakfast and was constitently asking them to telephone me so i could sit with her in the waiting room as she was told she would be the last person to be operated on at 5 oclock. She was very frightened- all the nurses she asked to get her daughter for her- ignored that request. And she was just shoved in a wheelchair in a day clinic with all the public in her dressing gown. The whole incident was very distressing for all of us.

What could be improved

Firstly they should have not ignored my mothers request to bring me to the hospital for support and i was also sitting in the ward for 2 hours not knowing where she was.Secondly you do not leave a 79 year person without food or water for a whoe day.

Anything else?

The we was given an appointment for the eye clinic on monday 25th Jan, when we got there they said they knew nothing about the appointment- even though my mother had an appointment card with the date on it. I supported her saying we will not be leaving today without seeing a doctor as i had lost a days work for this appointment. They told us to sit in a room and wait- the manner of the receptionist on the eye clinic was appalling- no bedside manner whatsoever. After lots of straight talking from myself to the receptionist a sister was informed and we eventually saw a doctor- this left my mother again standing there shaking and deeply distressed as we had to fight to be seen on the day of our appointment. Something very wrong with the organistion skills of the eye clinic. Needs urgently addressing. regards Carol Emptage

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