The facility my mom just moved into frequently has aides answer the phone, rather than an office staff member or receptionist. If I ask for someone, like the nurse in charge of my mother's care plan, or another mgmt staff member, and they aren't available right then, I have to leave a message. I rarely hear back. And I usually have to spell everything out for the person taking the message. They don't respond to emails in a timely fashion, and only a few have voicemail. At night and on the weekend, I can't reach anyone but an aide. Because I work during the days and hours the mgmt staff are there, the phone is usually the only way I can contact them. Does anyone else run into this?
If you mother just moved into the community, why are you calling and asking questions so frequently? You mother needs time to adjust and both you mother and the staff need time to get to know one another
The place she is at now, always answers the phone and it is usually the director or the patient care coordinator. If they are not available, you are not allowed to leave a message, but must return the call later. That isn't often though. On weekends, it's the floor staff that answers the phone. I haven't had any emergencies on the weekends, but they will contact anyone if I need them. They do not use email either.
The only thing I can figure is that there are HIPAA guidelines they don't want to violate. That's all I can think of.
When I was researching various AL facilities and I would call them first, most all of them had a receptionist or office staff answer the phone in a professional manner.
I very rarely called though. Most concerns were expressed in person.
Another thought. You say mom just moved in. How come so many phone calls?