"Disturbing care of my elderly grandmother"

About: Chester Le Street Hospital

Last year (going back a way now) my grandmother was moved from Durham University hospital and placed in the "care" of the staff at Chester Le Street. Upon entering the hospital she was under carful observation for dehydration and other ailments brought on by her diabetes. Over the next few days both me and my sister raised our concerns to the staff on the ward who assured us she was on the road to recovery and her care was of the upmost importance. However, the next day when me and my partner entered onto the ward the first thing that greeted us was the staff, around 7 in all, sitting around the main desk having a right old laugh at something. Possibly laughing at what they class as care? Choosing to ignore what I see as a massive management issue (who's watching the patients whilst they are having a mothers meeting?) I walked on and entered the room my grandmother was in. Now, my grandmother is 81 years of age and comes from a big family who care very dearly about her wellbeing. So you can imagine my shock when she hadn't even been placed on a drip for her dehydration (I was advised this would be done after I left the previous day) and was barley able to sit up and talk to me. The very worst part of this whole experience however was the fact that, as she is 81 and has bad eyesight due to her diabetes, she was unable to read the menu which had been passed around. She advised that she had asked again and again for help to read the menu ( I'm 24 years old with 20/20 vision and could barely see the miniscule writing) and was advised another "5mins" each time. Bearing in mind she hadn't been able to eat for around 3 days whilst at Durham. That night she was rushed to Durham A&E and we nearly lost her that evening. Normally I wouldn't take the time to leave a negative review but today I received the worrying news my grandmother is to be transferred back to Chester Le Street. I've wrote this review in hope that the feedback will be taken on board and she will receive a better all round level of care this time round. Hopefully in a few days or weeks I can amend this review to a 5 star.

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Response from Chester Le Street Hospital

Thank you for providing feedback on your grandmother's experience whilst in hospital at Chester le Street. I am very sorry to hear that you were unhappy with her care on this occasion and we will make sure your feedback is passed to both the current ward sister and Matron for the in patient ward at Chseter le Street. We would welcome the opportunity to discuss your concerns with 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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