"Treatment of a family member"

I want to bring to your attention the poor treatment I felt my grandparent received during a recent admission at the hospital.

My grandparent is in their 80s and was admitted a few months ago to CCU with severe Pneumonia via ambulance. A few days later they were moved to the surgical department. They were discharged after a week. They were then readmitted three days later via ambulance to the medical ward where they then spent the next 3 weeks. 

I want to mainly discuss the process and decision making in regards to their discharge from the surgical department. When my grandparent was discharged, they were short of breath, wheeled out to the car park in a wheel cheer, unable to cook, clean and make a cup of tea for themselves. They also had very swollen legs that were firm to touch. My grandparent also lives on their own.  They were also discharged without a post-acute care plan and the family was not contacted by a staff member to discuss what the plan was for my grandparent upon discharge.

We, as a family, had to keep 24hr watch on them at home and assist with all home duties including cleaning, cooking and toileting. On the day they returned to the hospital via ambulance,  I rang the staff member to advise them my grandparent was not in a good state - was short of breath, swollen legs. I felt the staff member was dismissive, as they told me they didn’t work on the weekend and couldn’t give me any clarity around my grandparent's discharge. They told me I could take my grandparent to a GP or bring them back up to the ED? In my opinion, not at any stage did I feel was there a care factor sufficient for a person in that position. 

My grandparent was readmitted to the medical dept that day via ambulance and still had traces of pneumonia and was diagnosed with a Leakey heart valve. They spent 3 weeks receiving high-quality care and appropriate rehabilitation.

I really feel my grandparent's treatment and discharge whilst in the surgical department was not to the high standard we are used to and perhaps, in my opinion, boarding on negligent. In my grandparent's words, if the family wasn’t at home looking after me after my initial discharge, I felt like I would have died at home. 

I would like a response and investigation into this. 

We, the family, and my grandparent would also like to review my grandparent's clinical progress notes whilst they were on the surgical dept.

Thank you.