"We can not communicate with the nurses"

Our doctor made a referral for my wife who has advanced vascular dementia with all its problems, she has bad water works problems, it took nearly a week before they came because they would not say when they were coming, when they did come the nurse was very good and said she would order some helpful products, after waiting a week I rang the hub number and was told that the order form had been sent back to the nurses because of missing information and a further week on the form has still not been returned with the missing info, we are still no farther on and we can not communicate with the nurses to find out why and I as her carer are getting very frustrated and the doctors can not get any answers, can some one please help?