"Guidance for visitors"

Recently my mother was admitted to hospital, something she was not happy with to start off with but it was for the best and she complied. On arrival we realised there may be issues with restricted visiting etc which we accepted. We were allowed onto the ward where the doctor had notes regarding her shared care plan and her other exceptional circumstances including severe mental health. Doctors and nurse were both made aware and I was able to stay with her during the initial consultation but told I would not be able to go on the ward. We asked to go home to get a few things and get mum prepared for her stay which we did on the return the rules changed and I was able to settle her on the ward which with her personal situation was very much appreciated.

Morning came and I was asked by the nurse to bring mums medication which I did. This time I was not able to get passed the door, again I understood as I was only dropping items off. As a type 1 diabetic the patient had to be kept as nil by mouth so my mother had nothing to eat from around 2.30am and that was items I had provided. Through regular phone calls with her at 1.30pm when she still had not had her procedure I asked to speak to the nurse. The nurse taking care of my mum was more concerned with why I was on site for my mother's well being than why she had not had the procedure. I was made aware by some of the previous days nurses that they were waiting for the Covid test - something that had not been communicated with my mother. Explaining the situations and all my mothers medical issues the nurse dismissed me and stated I would need to vacate the area and call up to find out about my mother. I did as asked and made contact by phone. I was then told there was no change and I would need to call at 4pm. 

Through regular contact with my mother she asked if I could charge her phone and she began to worry about the fact she had been given a menu for later as well as the next day which had made her anxious and she began stating she would stay. To calm her I agreed to come and collect her phone from reception on the ward as well as the menu to complete for her. On approaching the ward a nurse allowed me in which I asked several times as previously I had been told this would not be possible the nurse lead me to my mother and I calmed only to have the nurse taking care of my mother again inform me that this was incorrect and no one else had visitors and I would have to leave. Understandably confused as I had informed the member of staff about the situation. I asked about the mitigating circumstances that would possibly let allow me to be with my mother and was told it only covered palliative patients. I asked at reception if there was a list of mitigating circumstances and was informed they were unaware of any but PALS may be able to help. As I have to return the phone to my mother I have been informed by the nurse that I will need to go to the main reception and leave personal effects there for them to be collect by the nurses. I asked at reception and was told this was not the case. This whole situation has left my mother and my family very disappointed for the first time using the QE. My mother has many procedures on the horizon that will require lengthy stays and this will affect her beyond this interaction and her mental state going forward.