"My mother’s care"

My mother was admitted recently to QEUH by ambulance. She had been suffering from a urine infection which the GP had suspected has made her septic. Eventually, she was admitted to ARU5 around 8pm and due to the pandemic we were not allowed to be with her- she has a failing cochlear implant and is almost deaf so lip reads which is challenging as staff wear masks. She is 85 years old. The family were concerned and anxious to hear news so I was nominated as the spokes person and called the unit. 

The first thing which struck me was the numerous times I had to call before someone answered the phone and the nurses never identified who they were but each one calls themselves “staff nurse” I believe it is good manners to identify yourself as I did on the occasions when I called. When I asked how my mum was I was advised that I could only be given limited information due to confidentiality and the doctor was still to see her despite being reviewed in A&E and SATTA. I asked to speak to the person in charge- who said he was the Charge Nurse- again no name however, he was far more helpful and empathetic. 

When someone you love dearly has been taken to hospital, particularly during this pandemic, the patient and family are anxious and upset. I am my mother’s advocate and voice at a time when she has none. I have read that each day an elderly patient remains in hospital a day adds a year to their life. I did not ask the nursing staff for specific details but I did want to know what was wrong and what was her treatment. I was not offered any communication with her although I did ask about the use of an iPad to face time and was advised to call back the following day. 

I thought the NHS motto was “Be Kind” I ask for compassion for my mother a basic attribute for all nurses.