Nursing Home/PT not communicating Mom’s care, advising us of changes and additions in medication, in-house doctor not returning calls. Advice?

If there is an emergency, family should be notified in a reasonable amount of time.

I will keep you — and all whose situations are similar to yours — in my thoughts and prayers. Our various circumstances in this global health crisis are sometimes in the forefront of our mind, and sometimes easily forgotten. What may work, normally, may be counterproductive presently.

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!

I can see maybe not getting back to you right away, but you should hear from someone within 48 hrs. I would leave a message for the DON and say if you hear nothing within 24 hrs, you wil, be calling your Ombudsman. That you understand the virus has changed things but being that your Moms meds seem to be causing her problems, you need to talk to her/him.

katherinec, your concern is totally understandable! However, the lockdown changes *everything* for everyone. No one knows what should be/can realistically be expected in this uncharted territory. The staff is most likely running around with their heads cut off and who knows what personal issues they have on fire in their own homes. There is no good answer to your question right now because of the crazy situation the entire world is in. I wish you peace in your heart regarding your mom's situation!