"Visiting a Terminally Ill relative"

I find it troubling I have to write this story as I myself work for the NHS but what I experienced while visiting my Aunt who is terminal illness at the Queen Elizabeth Hospital was just not acceptable in my opinion, my Aunt was re-admitted to the Hospital and we made our way up to see her that night. We arrived at the ARU and her son asked if we could go through to see his mother, the member of staff there (who had no Identification on) I felt was extremely rude barked at my Aunts son what was her date of birth which he provided. The member of staff replied that no patient with the DOB was in the department. My aunt's son then repeated it and the staff member said that's not what you said to me which it clearly was as I was standing right beside him, instead of asking to repeat it as the staff member had misheard the numbers.

When we got allowed through we were told that she had been moved around to ARU4. We were then directed to the relevant department. We arrived in her room to discover she had been sat on a chair without her buzzer and was in the process of getting up and I actually caught her as she has delirium at present and does not know what she is doing which again I find unacceptable,

I know the demand on the services but this is a vulnerable patient and just should not happen. Once she was settle and the Doctor had seen her we left and followed the way out signs, which was a short walk along a corridor taking us back to where we originally started to come across the same member of staff once again and again the attitude we received from them and they way they spoke to us has actually made me write this post I felt they were rude beyond belief and as an organisation if you think it is acceptable for staff to speak to members of the public in this manner you will receive a lot more bad publicity.   The fact this person is dealing with the general public is beyond me I deal with patients and the general public on a daily basis within my role and yes I can have bad day too but I would never speak to anyone in this manner. I was trained well on how to deal with people and the fact that nobody once rude to this staff member.

I cannot contemplate where the attitude came from and if the staff member was wearing the proper Identification that all staff should wear I would have named them as I believe whoever is in charge of your Medical Records Staff should most definitely be investigating this. Our family members were there to see their mother who is very unwell and to be met with what I would describe as contempt and rudeness is just not acceptable.  I would like to think you will investigate this and the staff member spoken to as I don't feel that any other visitor or relative of any other patient should have to deal with someone like this.