"A dreadful A & E experience"

My 90 year old Mother-in law is severely sight impaired, in early stages of dementia, a diabetic, has limited mobility and was in pain when she arrived by ambulance in A & E at 12.45pm on Tues 6th Feb 18. (She was recovering from a DVT in her leg and other leg problems and was referred by her GP). It was approx. 1.30am on Wed 7th February 2018 before she was taken to a ward!

(She had been previously been in Basildon hospital from 26 Dec 17 until 10 Jan 18 after a fall).

During the 10 hours we were with her in A & E, the treatment she received from the nursing staff was lacking care and respect and most of the time Mum was left in an uncomfortable position in bed, connected to a blood pressure monitor etc. and was without access to fresh water. The only person who showed any real interest in her needs, and our concerns, was a technician (who came to do a MRSA swab)!

When we did manage to persuade a nurse to allow Mum (at her request) to be moved to a chair, she seemed unconcerned that in the process Mum had cut her hand slightly and although the nurse wiped her hand, she ignored the drop of blood that had landed on the floor!!

Mum was also taken for an Xray (on her hip) during the afternoon but was left for some time in a cold corridor before being brought back into her room. I also, found another patient at a later time in a similar position outside the Xray room.

Mum was brought a sandwich and coffee around 5 pm, and despite being hungry, having had nothing to eat since her breakfast, she would have been unable to reach or eat the food if we had not been with her to intervene and help her, Then, from this time onwards, we were waiting with our distressed and agitated Mum to be seen by a medical doctor to allow her to go to the ward where, we were told, a bed was available for her. By 11.30pm, I was myself feeling unwell, having had no food since lunchtime and feeling extremely tired and stressed. After talking to the staff at the centre of the A & E (for about the 5th time) they suggested we left Mum as they could not tell me how much longer we would have to wait.

We appreciate that the nursing staff were under considerable pressure with insufficient doctors and other patients that had to be given a higher priority than Mum.( They expressed their own dissatisfaction with the service they were giving us!! ) This sort of delay and treatment is totally unacceptable for any patient. We also wonder what happens to elderly people referred to A & E without family to support them!

We would appreciate your response.