Up till now, the company has been defending the caller for following company policy. But I just read a new statement by the company saying that "This incident resulted from a complete misunderstanding of our practice with regards to emergency medical care for our residents."

I mention this new statement because I suppose it's reassuring if it means that this surprising situation is not solely a reflection of an overly extreme company policy. (Of course, corporate could also be throwing the caller under the bus by re-interpreting their policy after the fact, but it's hard to tell without more info.)

And the woman's family has said they knew the policy and have accepted what happened and not seeking any civil or criminal legal action. Of course, the attention this sad event has gotten can't be easy on them.