"Mother’s care"

Received phone call from my mother who was extremely upset and in tears. She was in agony as her catheter was causing her severe pain.

She had asked for someone to check it and remove or change it from midnight (it was 930am when she called me) and no one had taken heed of her request and blamed the fact that it was a bank holiday for the lack of staff to remove the catheter.

Surely a nurse or a nursing assistant/HCA would be able to do this?  Having called the ward, the response was very unhelpful and am waiting to call back to receive further information.

I feel this lack of care has no excuse, especially when the patient is in so much pain and distress!