Hi Beverly,
I can definitely relate to your example from when I worked in LTC. There were numerous policy changes re: what PPE visitors were required to wear and we were not always up to date on the newest changes. I appreciate (and I am sure the family member did too!) that rather than ignoring her concerns you listened and followed up to get further guidance. I recall having to go through this same situation when other neighbourhoods were in isolation but ours was not and the rules were changing daily (sometimes shift to shift). Great way to prevent escalation and have a positive outcome.