"Unsatisfied Service of Department"

I work for another Trust and have been trying to get hold of their Neurology Department at the Royal London Hospital since the 1st February 2017. The consultant I work with needs information from their Neurology Department to make a decision as to how to treat a former patient of theirs. Finally having gotten through on the 9th February to someone I was told that they are very busy and cannot deal with everything but will try to send me the information by fax. As of this date I am still waiting for the information. I have since then rang them three more times and still no one is picking up the phone in the Neurology Department. Until we receive the information needed the consultant is unable to make a decision regarding this patient.