Frustration

We are getting very frustrated at Cyler's ENT's office staff.  We were told by the ENT two months ago that we could begin the downsize/capping process and that if we were ready sooner to give a call.  Well Cyler has been doing extremely well and about 3 weeks ago we gave the office a call to advise them that he is doing well and we are getting ready to put in the final downsized trach and that we don't have a back up.  I went further and asked what we need to do to get this process rolling.  She said well don't worry because she will order us a trach.  I explained several times that she can order anything that she wants but that doesn't mean the DME is going to get it to us.  Our insurance provides one trach per month and we are ordered to downsize every two weeks. She didn't get it, and yes the trach was ordered but of course we weren't going to get it because we weren't eligible yet.  We couldn't afford to purchase one as we had already made arrangements to purchase one 2 weeks prior.  Anyway, I also asked her at the same time how long Cyler needed to be capped before we can proceed to the next step.  She told me to start with 15 minutes and move up from there.  I asked again what length of time was required before moving on to the next step.  She repeated the whole start at 15 minute thing again, to which I told her that he has been capped all day.  I then gave up on that issue.  Over the following couple of days she came to the realization that we would not be eligible for the trach that she ordered until next month.  YAY, she got it.  She called again several days later to say that the ENT said February was ok!   For what?,  I asked and her answer was..."all the doctor said is that February is ok:"  UGH!!!!  She advised us to call her as soon as we get the OK from the cardiologist and she would set up a sleep study before Cyler's appointment with the ENT on Feb 2.  I called her on Monday and she said that she would set it up. Now it is Thursday and still NOTHING!!!!   I am sooo frustrated...every single time I speak with this woman she tells us that we can't rush this, like we don't know that.  We are not RUSHING anything we want answers...we want to know what we need to do to prepare Cyler and ourselves.  We want to know what to expect and all we are getting is a whole lot of nothing.