Urgent meds taking forever

How is it possible that my Mom (who was a government employee for 22 years) is still waiting for approval of new meds after a week and a half???? Everytime she phones there is a new story. Today she was told that it still hasn't been signed off "but it's marked as urgent on the system" Urgent doesn't look like that!!! She was rushed to hospital, had multiple procedures done because of her meds. Now that she needs other (more expensive treatment) you are not helping at all!!!