"The kindness of very junior staff"

About: Queen's Hospital (Romford)

(as a relative),

What I liked

The kindness of very junior staff

What could be improved

My frail, tiny 96 year old mother was left for the best part of two days, without food or anything to drink in the expectation of surgery. This has yet to happen. The doctor was "too busy" to speak to me. No-one has told me what is going on. The feeling I get is that we are just cogs in a wheel. No-one seems to be in charge. There seems to be insufficient communication between staff. The visiting is limited. I would like to be with my mother before she goes down for surgery but visiting isn't until 3pm. Altogether, a large, anonymous, unwieldly hospital that seems designed for the benefit of staff rather than patients.

I would like:

a) for me and my mother to be told what's going on and why

b) to feel that my mother's welfare and comfort matter

c) to see my mother get the operation she needs, and not be kept waiting for days. If waiting is unavoidable, to have this explained.

Story from NHS Choices

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