"Unhelpful"

Contacted Seward lodge to simply find out if they had received a referral for my Mother. Spoke to a secretary who did not listen to what I called for and just spoke at me about NICE guidelines. My Mother has advanced dementia and I am at my wits end trying to get some help. All I wanted was some advice rather than a very defensive uncaring attitude. A friendly ear would have been nice as at the moment we are receiving no support from anyone and its really hard. Perhaps the secretary could put themselves in our position rather than making an assumption and not listening.