"Disappointing experience at Bluebell B Ward,..."

About: Queen's Hospital (Romford)

I would like to inform you of a very disappointing experience that my mother had to deal with, my mother was a patient at Bluebell B Ward, Queens Hospital she asked for a commode and had to wait over one hour due to staff member complaining their back and knees hurt and that it takes time to walk to get a commode. This in my opinion is dreadful care provided by staff member. I understand that they have a problem with their back and knee, if they are unable to do the job then they should not be at work especially a job that involves providing excellent care and service. My mother is very vulnerable and didn't need to experience this. My mother did not need to suffer over one hour waiting for a commode. I request my email could kindly be passed on to the ward manager and matron as I hope the staffing levels after this situation improves as it is effecting patient care.

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Response from Queen's Hospital

I am extremely concerned to hear this, and I am also very sorry it took place on one of our wards. I’d like to hear more about your mother’s experience, so we can identify the member of staff who this issue relates to. Please contact me via our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk, so this can be investigated. In the meantime I will ensure your comments are passed onto the Matron of the ward. Yours sincerely Wendy Matthews Interim Chief Nurse

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