"Dreadful first point of contact "appointment..."

Phoning from a hospital myself, I know how others on the phone should behave and correct manor to use. This so called appointment centre is absolutely dreadful and I feel horrified to think of the poor patients having to telephone this line just to find out something simple, which is turned into an incredibly stressful process. I asked to be put through to a certain department to chase up something highly urgent and patient related instead the lady at Lister ignored what I said and chucked me through to a different line, only to be listened to for five seconds by the second person and then pushed back through to the appointment centre in the large queue of calls and told "the fracture clinic is busy hold the line". This is absolutely disgraceful and something needs to be done. Telephoned PALS to leave a message and nobody has gotten back to me. I take pride in my telephone manor and am always willing to help even if I am the incorrect person to, shame these people seem completely clueless.