"Terrible communication during my grandmother's treatment at Neville Hall"

My Grandmother was taken into Neville Hall. They didn't bother to contact me. I found out, when I phoned they told me to speak to a cousin who is actually her great niece. I have phoned every day for 3 weeks and every day I have not made it through to the ward in less than 17 calls. Don't even get me started on the amount of times the phone was put down!

Oh and the phone message that began, we're not quite sure when it happened but at some point over the last day your grandmother broke her leg. She had complained of a little pain but we only noticed it this morning when we rolled her over. Another 24 calls later, I was told they may not operate. Then they did, after a call that more than implied they thought she wouldn't make it through. 64 calls later, gets me to a point where I am still asking to speak to a doctor. It's a disgrace, especially now she's not eating, drinking or taking her medication. To be fair, I guess I should take it as a positive thing they noticed.