"Good doctor eventually"

About: Queen's Hospital (Romford)

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My mother was taken by ambulance to Queen's last year. She lives in a home. They left her notes behind. At the hospital she had to wait for at least 4hours before being seen. She was 87 has a heart murmur, hypertension and an under active thyroid plus depression and Alzheimer's. She was breathless and unable to walk more than two or three steps (this turned out to be due to water in the lungs) The first doctor was quite nasty asking,"Why is she here?" in a snappy voice. Good job I was with her. Once properly admitted I and husband left at midnight. Next day found out that they did not have a list of her medication. I drove to the home and got a copy. Try to give it to the nurses at the nursing station who just laughed at me. Eventually managed to give it to the one nurse who was doing her job properly. She showed me a list she'd got which left out the antidepressants which shouldn't just be stopped. I cannot fault the doctor on the ward who managed with medication etc to get the water off my mother's lungs and adjust and put her on medication that seems to be working well. However no account of her Alzheimer's was taken and she was just expected to understand things. When discharged after about 2 weeks despite my asking to ring me she was left in the departure lounge for about 7 hours. It is a wonder she didn't wander off. Also we were confused by the many different uniforms and were not once offered a booklet about the hospital. The doctor never introduced herself until I asked some questions and never asked who I was. Found out more about uniforms on the website, but what if you don't have a computer or printer?

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Response from Queen's Hospital

Thank you for your feedback. I am extremely disappointed that you were not happy with the care your mother received. We know that people sometimes have to wait longer than they or we would like in our emergency department, but it can be extremely busy and we have to treat people in order of clinical need. However, it is unacceptable that staff were rude, and I will be following this up. We do have booklets about the hospital, and I will remind staff that these do need to be given out to all patients. If you still have concerns, please contact me through our PALS team on 01708 435454 or email PALS@bhrhospitals.nhs.uk, and we will investigate what happened further. Yours sincerely Flo Panel-Coates Director of Nursing

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