"Lack of communication and ownership"

I wrote to the hospital to complain about the lack of communication between the hospital and patients' relatives. I was not asking for them to divulge any personal information, but wanted to provide feedback on the procedures in place so that it can help future patients. I have just received a reply asking for my mother in law to sign to give her permission, with the promise that someone will call me shortly to confirm that they have understood the issues I am reporting. Clearly they haven't, rw they wouldn't have needed to write. In terms of communication, I understand why they would be wary of giving out information over the phone. One nurse rudely told me it was 'indulgent' to require this and I should visit in person, but I live an hour's drive away and work full time. We set up a telephone password but some staff are reluctant to use it. This was very half-hearted and would not work as suitable security in a bank, so u don't think it is being taken seriously. This should be set up properly on arrival and all visitors should be given a paper copy of the procedures so they would be aware. My mother in law developed a second medical problem while in hospital. Surely she cannot be the first person this has happened to, yet the staff are only trained to deal with one area of expertise. Therefore, they can't explain or update us with regards to her overall health. I have been waiting for an update from the second medical team all week. She even had an extra operation and no-one was able to fully explain the reason for this and discuss possible alternatives. It is a shame that no-one is prepared to take ownership for a patient's overall health and wellbeing. My local hospital is much better and I hope we do not have to experience Colchester General again.