"Very poor treatment"

About: Queen's Hospital (Romford)

My elderly mother was admitted to Queens in the early hours of Sunday morning having fallen in her care home. It was not until late Sunday evening that she was finally moved to an assessment ward. When we visited her on the following day she had been taken for a scan before being brought back and placed in another person's bay despite the obvious different name. The staff found this mildly amusing especially the porter. Finally she was moved to a ward and was there for several days before being discharged. During that time we had trouble to get information about her condition or results of tests she had as there seemed to be no system for recording this information. The ward receptionist was next to useless and kept referring us to nurses who never seemed to be there. Finally when she was discharged the care home found a gash on her arm which was unexplained and there was nothing in her discharge notes referring to this. A woeful state of affairs.

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Response from Queen's Hospital

I am sorry to hear about your mother’s experience. There appears to be several occasions where I would have expected better of our staff. To be able to investigate this for you I am going to need you to provide me with more information. Please contact me via our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk so I am able to investigate this for you. Yours sincerely, Flo Panel-Coates Chief Nurse

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