Mom is 99 and in a PT/nursing facility after fracture. We understand the added pressure on caregivers during COVID19 but requests for communication with in-house doctor, nurses and social services are not being responded to for days or at all in some cases. Doctor has prescribed drugs that have altered Mom’s behavior and has not made us aware of the changes and additions. Yes, Mom has been confused and fearful and has been a difficult patient. However, we are requesting to be notified of med changes and additions, PT reports, changes in physical health. We are not permitted to see Mom and this has made Mom’s new living conditions very difficult for her and for her family. What should be expect regarding being informed of Mom’s care?
Depending on what you’ve tried, which didn’t work, please ignore any of my suggestions as you see fit. And, if you will need records in the event that you file a complaint, be sure to maintain those. I’m going to make as many specific suggestions as I reasonably can, in case there’s anything useful I can offer :-) ...
1. Keep a record of date/time/message every time your call is unanswered, and the number/person you called.
2. Keep that same record for each conversation you have with any of them, and whether you called or they called or you were there in person.
3. Remember, “The squeaky wheel [you] will get the grease [their attention].” So, they’re likely to respond accordingly, especially if you regularly demonstrate appreciation for their efforts — even when you’re frustrated.
4. Matter-of-factly and kindly explain it this way: “If you are not the person who can help me with this request, please call me with information about who I should contact instead of you. Or, I can go ahead and call [corporate offices, or whatever level is next, above the person you’re talking to] if I don’t receive a response within 72 [48?] hours.”
Good luck!