We are regular visitors to Malta. I was actually born in St Julians in 1951. We travel here at least once a year with our mother who is 80 years old next week. My mother suffers from COPD and Crohns disease so we do use, when necessary, the excellent medical facilities provided in Malta. She has been hospitalised in St James in Sliema more than once. We called a GP to her recently and he referred us to hospital for chest x-rays and blood tests. We couldn't contact her insurers initially so took her to St James where she underwent the tests quickly and efficiently. Meanwhile, the insurers rang my sister and advised us that mum would not be covered unless we transferred her to Mater Dei. We agreed to do so.

We arrived at A&E by ambulance at 5.30 p.m. - my mum, my Maltese family, my sister and myself. Mum was in a cubicle waiting to see a doctor. So it was mum and three other persons in cubicle three.

A nurse initially assessed mum and put her on oxygen while awaiting the doctor. The department was very busy and every cubicle was full, all of them containing the patient and at least two (and in one as many as five) other persons. We waited for the doctor for over two hours. Mum was not checked again, despite us informing medical staff that she was well overdue for medication via her nebuliser. The doctor then decided she should be admitted and given medication intravenously.

She then went to check the test results from St James. Meanwhile a young security guard looked in and advised my Maltese family that only one person was allowed to stay with mum. We had been in the cubicle, observed by everyone, for over two and a half hours. All of the other cubicles still contained more than one person. My friend explained that we were from the UK and she would translate anything we did not understand. The guard was very dismissive and left. Then another man flung open the curtain, waving his arms about, speaking in Maltese and shouting for us to leave. We did not understand what he was saying but were disgusted with his aggressive, arrogant manner. Mum was still taking oxygen and very distressed at being in a foreign hospital. My friend told him that we were English and would not leave our mum. She then left the cubicle and went to the waiting area. Security was still not satisfied and continued to shout and gesticulate, threatening to call the police. He continuously interrupted the doctor, despite my sister calmly asking for privacy. We told him to call the police if needed - mum was very distressed.

He shouted that the hospital allowed only one visitor with each patient. We checked this was the case on the wards as well and this was confirmed. We asked the doctor to administer what medication she could intravenously and prescribe orally so we could take mum out of Mater Dei. The doctor told us that mum would have to sign herself out of their care. She did.

The police arrived and tried to persuade the security to let us stay as mum was by now very distressed. G4S was still arrogant, bombastic and would not change his attitude.

I am a recycling consultant and company director, my sister a bank manager for a worldwide banking organisation. We deal daily with people from all walks of life. The hospital was totally lacking in customer care.

The medical staff were very helpful, the doctor also, despite working under immense pressure and being harassed and shouted at by a member of security staff. The sad complaint we have is with G4S.

Although we pay substantial amounts when mum is in St James it is worth every euro not to have to subject her to the disgusting arrogant attitude of a member of hospital security .

I have reported the incident to G4S and also the insurers have regarding Mater Dei - a marvellous medical facility let down so badly by arrogant, rude, security staff. I am confident that if our friends went to A&E in the UK they would not receive the same rude treatment.

We have visited Malta all our lives and have recommended it as a friendly, wonderful island to friends and relatives - many of whom now visit regularly. What a pity if we now have to curtail our visits with our mum to places where we feel she will receive the respect and treatment she deserves at her great age.