"Poor service"

About: Chester Le Street Hospital

My Grandmother had been sent to this hospital from University of Durham Hospital after needing some re cooperation and further care. She was placed onto ward 1. Her first week was brilliant, eating at mealtimes, the staff were always attentive and had a friendly feel. As the weeks went by, my Grandmother did get disheartened at the length of her stay but we assured her she was in the right place. It was then we noticed her simmer frame chart had not been updated for 4 weeks, no nurse were able to tell us about her physiotherapy she was receiving. It was her last week when things really went wrong. The nurses seemed very 'uptight' at having to let you in and out of the ward - something they have obviously put in place therefore must be willing to let people in and out. My Grandmother had a accident with a bottle of pop which she spilled over her trousers only for the nurse to leave her in wet clothes, which I then had to change. She told the nurses she was uncomfortable but the nurse said she was fine. Her carer is my Mother and they were due to go on holiday so informed the nurses of this and that the situation may be hard if she was discharged. They kept her in until the very day my Mother and Father had returned from holiday. No initial phone call was made to any of us about how we felt about her being discharged - we clearly could see she could not walk (she suffered a broken hip), she is partially blind and is diabetes - therefore were not happy at the idea. She was making no progress. The Doctors then decided to remove her from all antibiotics. Something again we were reluctant on. No social worker visited her home to assess her being sent home - all we were offered was bath equipment and that she would be home in the morning. The morning she was discharged she was very confused - even lit a cigarette in her room. Was panicking and very distressed - yet they still sent her home! She was sent home and basically 'left'. My mother and father weren't home. No information or advice on her medication or physio was given. Her GP has now referred her back to the University Hospital of Durham and stressed how she should not be at home without the tablets Chester le Street have took off her.

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Response from Chester Le Street Hospital

Thank you for providing feedback on your Grandmother's recent admission to Ward 1 at Chester le Street Hospital. I am very sorry to hear that you were unhappy with her experience and care on this occasion and we will make sure your feedback is passed to the Sister and Matron for the ward. We would welcome the opportunity to discuss your concerns with you and take some details to enable staff to look into your concerns for you. If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774. If you would prefer to contact us by e-mail, our address is patient.experience@cddft.nhs.uk If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Patient Experience Team County Durham and Darlington NHS Foundation Trust Tel: 0800 7835774

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