"Basic lack of care"

My sister was admitted to Pilgrim Hospital, after a 5 hr wait for an ambulance ordered by NHS 111 service, which never arrived, so taken in by her son - initially let down by her GP practice, after suffering constant vomiting for 3 weeks.

She was taken onto a ward the same evening, but nothing was done over the weekend she had to wait until Monday before being properly assessed, and told she was to be given anti-sickness medication & discharged after a scan for which she already had an appointment booked as an out-patient.

Her son was unhappy with this, so put a report in to PALS, due in his opinion, to the lack of care she was receiving, and also the lack of communication to him concerning her treatment.

After contacting PALS they actually started treatment, she finally had her scan, followed by endoscopy and biopsies a few days later, but she's still waiting for them to decide on a course of treatment. In the meantime, my sister is getting progressively weaker with very low blood pressure due to lack of fluids because of the vomiting. She will never complain to hospital staff herself, if asked how she is, her standard reply will be "I'm OK" even when she's feeling very ill.

Over a week later, totally unrelated to the reason she was admitted (but another health issue of hers), she phoned her son up to say she thought her hip had "popped out".  Followed by another call at 2am, crying in excruciating pain and feeling very scared and lonely.  Her son tried to call the ward, but no one answered. Later that morning he called the ward for an update, to be told his mother had "had a comfortable night"! So he told the nurse he knew differently, and was fobbed off with excuses about having been given the wrong info. They rang him back and told him his mother had been feeling sick earlier the previous evening; so still incorrect information as she's been feeling sick and actually vomiting for almost 2 months now, but there was no mention of the pain from her hip, at that time! Seems that no one wants to take responsibility!

The whole family are getting increasingly concerned for her welfare, she's not answering her phone or replying to texts, and if she does, she sounds like she's literally giving up the will to live, because she believes that no one there cares about her.  

She's now been in there just over 3 weeks, and I feel she's actually deteriorating due to no one making a decision on a course of treatment for her. Her condition should not be a life-threatening one in normal circumstances, and if by any chance she has any underlying conditions which are holding treatment up, then why is her son not being kept informed? We don't believe there are any reasons, but can't be sure.

Obviously due to Covid restrictions no one can visit, but surely that makes it even more important than ever that family are kept informed with decisions, which her son isn't being. 

Everyone understands how much pressure the hospital is under at the moment, it's a worrying time for everyone, but all that we're asking for is basic care, adequate medication & pain management, and to be kept informed, which I don't believe she is getting.