"Extremely unhappy, upset and..."

About: Queen Charlotte's Hospital

What I liked

I liked that the hospital was close to my home

What could be improved

Upon my mother being admitted for pneumonia, the staff were very rude and unfriendly. It seemed that they were indifferent about her anxiety of not knowing what was happening and fear for her health. When her family tried to contact her by phone from the USA, the staff could not be bothered to even try and tell her that they were calling, eventually one person was kind enough to offer a more convenient way to reach her phone at her bedside. She was constantly spoken to in an unfriendly, harsh, rude, indifferent, uncaring and upsetting tone and ended up crying most of the time out of upset with staff and feeling helpless. My mother has been cooperative in every aspect and is being treated like she is of no value. She feels intimidated and has mentioned staying at home and suffering rather than coming to this hospital ever again. She has been a local resident of over 55 years and to be treated in this way is absolutely unacceptable. My mother has medical needs, and she would rather be at home with the possibility of dying instead of getting the necessary treatment. The anxiety of knowing she is going to this hospital makes her illnesses worse.

Anything else?

The woman who was bringing her dinner yelled from a distance on the ward to ask my mother what she wanted, my mother, who was on breathing treatments and could hardly talk, had to try and yell back to order her food. Both of her choices from the menu were not available, and so she was very rudely told "We don't have em" and four hours later delivered a simple sandwich to eat that left her hungry. My mother was asked what she wanted to drink and requested tea...to which she was again told from a distance in a loud voice "I'm giving you juice" when she was not on a restricted diet. The woman was unfriendly, rude, harsh, intimidating and uncaring. This is absolutely not the service she or her family expected from this hospital.PneumoniaApatheticDrinksFoodNoise levelsOpening hoursRudeServiceReceptionWardDeath and dyingKindTelephone

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Response from Queen Charlotte's Hospital

Thank you for taking the time to post your comments. We are dissappointed to learn that you were dissatisfied with the care and service your mother received. If you would like to discuss your concerns in more detail please contact out Patient Advice & Liaison Service (PALS) on 020 3313 0088 or email pals@imperial.nhs.uk

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