"Poor communication and awareness"

My mum was asked to come for an endoscopy early morning in a different city! We left very early and endured lots of roadworks etc. We arrived at the unit the reception had no welcome smile or words. Taken around 45 mins later to a different area and asked lots of questions regardless that I told them mum has dementia and will not remember anything.

A staff member tried twice to get a cannula inserted and managed to puncture mums vein, they gave up and left for another staff member. Waited another 2 hours sat in a side room with mum very agitated and wanting to leave I eventually went out and said look my mum can’t wait any longer are you familiar with patients who have dementia? They got a staff member and they proceeded to ask more questions before leaving us for a further 25 mins then they took my mum.

I was called around an hour later and asked to make our way to recovery! When I asked about it I was rudely told I can’t go through they will bring her to me!! I replied that I just told me to make my way to recovery but the staff member was adamant that I stay here and they will bring mum to me. It was a shambles from start to finish such a long exhausting day for mum. 

On a side note I used the bathroom and where do I start with that! It did not look like it had been cleaned.