"Solving the problem of lack of information"

In addition to my previous story about the lack of information given to myself and my husband regarding my mother in law, I would like to add the following.

When my husband rang back after the doctors rounds an administrative clerk very kindly advised us to set up a pass word with mum and the staff to allow us to receive information. This was extremely useful, as not only were we able to get the information we needed but we were able to discuss other problems mum had previously encountered with her health. I would like to say a big thank you to a nurse called Colette on ward D1 for her cooperation and the administration clerk who got everything sorted out for us. However this should not of taken the time it did to solve this problem. I think this option should be offered to all relatives when someone they love is taken into hospital. It may be standard practice but it seems that staff need a little reminding from time to time.