My experience of communication from my mum’s three nursing homes was uniformly dreadful, in that there wasn’t any. At all.
I found it truly weird. I couldn’t make it out tbh. Nobody ever rang me unless there was a very specific thing they’d clearly been told they had to let me know about (falls or the Covid vaccine). On these calls they would say their spiel without drawing breath and then pretty much not acknowledge anything else I said - if I was lucky I might get a yes or no to any other question, and it would be a toss up whether the thing I’d asked about happened.
No emails. You’d think email didn’t exist. Apart from constant email from head office wanting Google reviews, natch. After Mum left one home I had a couple of email exchanges with the finance person. Perfectly helpful but I’d never spoken to them before and if I ever rang I couldn’t speak to them. The receptionists never ever seemed to know where anyone was or even their names.
If I was in the home nobody would ever come to find me, even if something important had happened. I was told AFTER the effect - angrily - by one of the carers that mum had run out of T-shirts (because clothes always walk) but it was a week or two after it had happened and after I had ordered more clothes.
The only thing that worked was just muscling in - going to sit in the managers office or the nurses station. They always looked mildly shocked or upset and I was truly sorry about that but there was literally no other way. They still didn’t CHAT or give me any ‘feel’ for how mum was.
If they employed a middle aged woman called Emma who knew all the residents, the families and the processes and would proactively stay in touch with people, they would get their bloody Google reviews and all the other stuff they want. But that’s too expensive isnt it.