I am my Mother's Guardian, she's in an assisted li...

I am my Mother's Guardian, she's in an assisted living home. The home had an ambulance take her to Genesys ER via ambulance for her acting strange? I called Genesys to check on her status because I AM the Guardian AND after talking to 5 people, all they would tell me is that per Hipaa , they can not talk to me even though I'm on and have been for years on all of her paperwork! I live up near Traverse City and can't just run down there so that they can confirm that I am who I say I am! Unprofessional is all I can say!