My 78 year old sister broke 8 ribs and punctured a...

My 78 year old sister broke 8 ribs and punctured a lung while in MA for a graduation. She spent 8 days in the ICU and step-down unit at Beth Israel. They arranged for her transfer to Neville Center in Cambridge where she received excellent therapy for ten days. The doctor at Neville and the P.A. from Beth Israel both ordered local VNA care upon discharge, which was Friday 6/21. The social worker at Neville told my sister it was up to my sister herself to arrange VNA care for herself (what?!) and that the orders had been faxed to VNA Worcester. All calls to VNA require 10 to 20 minutes on hold to speak to a person, frequent transfers and disconnects, and promises of call backs that never occur. Maxwell from Neville Center took it upon himself to help, even though it s not his job, and even he faced the frustration of long waits and no return calls. We were told someone would be here today and no one came. The administrator said to call her at five today if no one came, and we did, but after another twenty minute wait spoke to Grace, not the administrator. Grace told us my sister could not get care since she lives in SC normally. However, as the MD and PA said, she can t go back to SC until she had PT and OT here. She has excellent insurance that will cover all care. VNA has been rude, incompetent, deceptive and unempathetic.