"The positives and negatives of my mum's experience"

Took my mum to A&E GRI recently as she was very unwell, we only had a wait of 30 minutes for mum to be triaged by an ANP which was good, however I found the ANP very rude to me when I attempted to answer a question for my mum as she was confused,  the ANP put their hand up to stop me and abruptly stated they had to assess my mum and asked me not to speak, what I feel would have been helpful was if the ANP politely explained what they were going to do rather than give negative first impressions.

We then waited for 3 hours in A&E reception before being taken into the assessment unit. We were taken to a bay and mum was fortunate to be given a bed as others were not, however was there for 13.5 hours before being transferred to a ward, not comfortable for woman in her 80s.

We were greeted by a pleasant doctor who was empathetic and acknowledged our concerns with regards to my mum's health. I feel the care my mum received in the department was questionable at times, I had to ask a number of times to speak to the doctor to request IV fluids, her medication was incorrectly recorded as there were only 2 medications prescribed on it, both of which were not hers. I raised this with the nurse looking after my mum who stated the doctor prescribed them and they'll not do her any harm, I requested to speak to the doctor who apologised and acknowledged the error, if I hadn't stayed with my mum she would have been given medication which she has never been prescribed at anytime in her life.

My mum had a temperature of 38.3, the nurse forgot to give my mum paracetamol which was identified by a lovely bank nurse who requested paracetamol was prescribed, however this took over an hour, my mum vomited 3 times while waiting on iv fluids and paracetamol,  the first time was over the floor which I cleaned up.

On a positive note, the bank nurse on nightshift and the bank HCSW were very pleasant, helpful and hardworking.  There didn't appear to be a senior nurse visible on shift taking leadership of the unit, which may have resulted in the negative experience.

After 13.5 hours my mum was moved to ward 51 for 2 nights, my mum reports the staff were lovely and friendly and had a positive experience, mum was then moved to ward 47 for one night, mum stated the nurse looking after her was nice.

I fully appreciate the NHS is stretched,  there's a lack of resources/funding and staff are at breaking point, staff are doing their very best with the resources they have, however patient care is at the heart of the NHS, it is disappointing that my mum's care was not at the standard I would expect by an institution such as the NHS.

This is not a complaint, I am merely giving constructive feedback with the positives and negatives of my mum's experience with the hope no-one else experiences similar.