"My fathers emergency admission to hospital"

My father was admitted to Kent and Canterbury hospital on Wednesday 10th May 2017 by ambulance when he collapsed at home and my mother called for help. They responded very swiftly and I was able to speak to Jason one of the paramedics on the phone who told me he was going to be taken to hospital. Unfortunately I live a three hour drive away so I needed clear information as to how serious his condition was. Jason said "well he's still here" to my question on if it was life threatening and suggested I phoned the hospital an hour later.

On the first time of calling the hospital I was put through to "Resus" and was told me he had a chest infection and pneumonia and was waiting for a consultant to see him. The second time I called about 4. 45pm and was put through to the operator after the extension number given to me by Resus didn't work and was put through to AMU. The woman in AMU was extremely rude and dismissive and refused to give me any information on my fathers condition even when I explained how far away I live and that I also needed to give my mother an update. All she said was that she couldn't tell me anything and neither could anyone else. I feel this is ridiculous as for all I know he could be dying and I need to get there straight away or I can take a bit of time to make a strategic plan of how to support my mother and father as well as dealing with other commitments rather than making a knee jerk reaction and rushing to the hospital. Also this is at odds of being given information from someone in Resus.

This is completely different to the experience I had with my father in law who was admitted for a triple heart bypass to the Queen Elizabeth hospital in Birmingham where both myself and husband could phone whenever we wished to get updates from the nurse caring from him in the intensive care unit or, later when he returned to the ward.

I feel this interaction did not meet the hospital's values of "people feel cared for as individuals" - I felt she spoke to me like a piece of dirt on her shoe, "people feel safe, reassured and involved" - I don't at all feel reassured, "people feel teamwork, trust and respect sit at the heart of everything we do" - I certainly did not feel respected by her and she did not I still me with trust and "people feel confident we are making a difference".

Fortunately as I am typing this a doctor phoned to give me an update and so I now know more information and can make an informed decision on the best course of action. The doctor did also say that only doctors can give certain information. With the pressure on the nhs as it is it seems a bit ironic that even more doctors time will be taken up with speaking to concerned relatives when this could be dealt with by a suitably qualified nurse. I am hoping that my conversation with this nurse was recorded so it can be reviewed and if it is dreamed necessary further training given to this member of staff.