"That switchboard needs a talking to"

I can see the hospital itself gets nothing but praise for its care and I can't criticise anything other than the switchboard which kept me hanging on for a ridiculous amount of time(twice so I just gave up) when all I wanted was to make quite sure I had the correct hospital for someone. However I didn't get as far as explaining anything. Perhaps the call centre staff are worked off their feet. Okay! but if this is the case, why not just say so but please don't treat callers with such discourtesy particularly when they are anxious to find out about the whereabouts of a patient.