I agree with calling her dr to see what you can do until she can see the doctor. In the meantime, she should also continue to get calcium and vit D in food as well as supplements.
"For the patient who has sustained a fracture, adequate intake of protein, vitamin C, and iron is important to promote bone healing. People who are lactose intolerant can choose a variety of soy and rice products that are foritified with calcium and vitamin D. In addition, calcium and vitamin D are added to many fruit juices, bread, and ceral products. A variety of nutrients are needed to maintain bone health. The promotion of a single nurient will not prevent or treat osteoporosis. A nutritional plan that emphasizes fruits, vegetables, low-fat dairy and protein sources, increased fiber, and moderation in alcohol and caffeine intake is most beneficial to maintaining bone health." from my Med-Surg 1 textbook (2010)
As far as whether it would be better to apply heat or ice packs ... I'm not sure which is better.
I hope things go better for your family.