Gilwood Lodge

My grandmother was a resident at gilwood lodge until December 2016 when sadly she passed away. I visited many times before she passed away and found her twice in a dirty bed with terrible mouth care. I reported this to the home manager who set up a chart when I returned the next day there was no entries regarding mouth care only a pad check was documented. I was not present when my grandmother passed as I was visiting my family and new granddaughter so I asked a friend to visit on my behalf. She arrived only to be confronted and told my grandmother had passed 24 hours before she visited. I found out about my grandmothers passing from my friend who had to call me and give me the news. This was awful considering I had made sure they had my contact details and if the worse should happen where and what I wanted for my late grandmother. None of this was performed she was sent to an undertakers I did not know and the home did not know which one of the undertakers she actually was so I had to ring around to find out. My friend was asked to take all my grandmother belongings there and then which she felt very uncomfortable about doing. I called the home and spoke to the nurse who I made sure had all my details only to be told that they had tried to contact me lots of times and put a letter through my door notifying me about my grandmothers passing so I came home to this letter which if I was not informed by my friend would of been a very upsetting experience. I called the home manager and contact Cqc regarding the situation only to have it confirmed to me that the nurse I had given my details to did not document in the notes. I was so angry due to the nurse making me feel guilty that they had been trying to contact me which is obviously not true and very distrspectful and upsetting for me. I was assured by the manager that a full investigation was done and assured me it would not happen again which I hope is true.
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