"Very difficult to make contact"

I called the switchboard with an issue re an appointment. The operator told me that they would seek advice from a colleague - after 2/3 weeks still no reply/action. I called again re the same issue, three times in one day, and each time the phone rang out for a long time with no one picking-up. I rang the following day and asked for Clinic 9. The phone was answered by someone who went to find a specific phone number for me but after 5 minutes I hung-up believing that we may have been cut-off. I started again! This time the phone at Clinic 9 wasn't answered at all after waiting for 10 minutes.