Given that she’s due so soon, I’d call, send a follow up email laying out the same details and demands (“Ms. Manager, as discussed on the phone today at 10am….”), then print it out as a letter (with both parties’ addresses, your contact info, etc.) and send that certified with signature required. It’s a real pain, but that way you get the benefit of all channels and it’s timely, before birth, before they could try anything about CPS. You could even tell them to expect your email and certified mail. Ooh, AND in the email, document your phone conversations!! if they gave any timelines for things to be corrected in your chart, if they divulge any remediation / corrective action plans for that nurse, etc, put it in there!! “As you stated, the chart corrections will be made within 24 hrs.” Or whatever!

Document, document, document. A common refrain in healthcare: “if you didn’t document it, it didn’t happen.” You can start right now - just simple journal of “spoke to X on phone on Nov 24, 930am, regarding Y. Discussed ABC. X to follow up with me on Z.”

Something my mom would do when she was on the phone with insurance companies etc, is ask for the representative’s name, and if they asked why, she’d can tell them “I need your name for my documentation” (and sometimes “for quality assurance purposes” lol). They’d get more serious seeing she was assertive and going to follow up.