Carer need for dying mother, on Onyx, but GEMS are clueless - help needed by a manager

Every time I call GEMS I get put from one person to another - it's ridiculous. My mother is in urgent need of care, I have to arrange for a carer from Wellness Centre - and GEMS are putting me through from one department to the next. I don't have time for this, my mother is dying and needs help. GEMS staff are so poorly trained. Every time I call and say that I have permission to work on her account, they ask me when the permission letter was sent!! Really. Discovery click on a button and it comes up. My mother needs desperate help. I couldn't take it anymore and cut the call. She is on Onyx - the top level, and this is the help I get. Please can a manager call me to sort this out very soon.