I honestly do not believe that so many visitors are actually confused. They have needs that are, according to them, legitimate and important. VERY inportant, much more than anything else in existing universe, that is. They have no idea
of other people's needs. They see someone who, according to them, should be able to satisfy their needs. And, they are customers and therefore always right. So they act accordingly, and they see an easy target for their efforts because they hear that ubiquitous responce of "I will let your nurse know". They just do only one thing they know, much like they would ask any uniformed person if they lost in a large international airport, for example (while more experienced travelers would know whom exactly ask for what).
There was a recent topic by a Canadian family member who really thought that life in hospital where his ailing father was at the time must be going accordingly to optimistic pictures plastered on walls, to the point that apparently he was sitting on his butt for good 30 min waiting for someone to go and close the door in isolation room because of "teamwork" and etc. Despite on concerted forum's efforts to unite him with reality, he was still convinced that, since nurses are there to care and that he dutifully paid his taxes, then the care must be absolute, 110% and non-questionable, up to the point that he was upset about nurses having days off. God bless someone who ever accepts private duty for this guy's father.
I found out that early and repeated explanations of who does what, given as a fact of life and no exclusions allowed, eventually work for most cases. Ridiculously, people usually buy the shortcut of "I am not allowed to do that", whether it sounds like truth or not. But explaining that you need to complete one thing hardly ever works. So what if you have a dying someone in there - he could wait, ma' mother needs her iced water and pillow fluffed, and she's already waiting for whole 5 minutes