"My brother's stay"

My brother recently stayed on austen ward, we are thankful he got sectioned as bad as that sounds due to his own safety; we really thought he was going to receive the help, care and treatment that he needed. Whenever a family member rang the ward it was always can you ring back later or we’ll ring you back and that never happened. It was my family that was giving them suggestions on what to do. My brother also stated one of his trigger points was that he was tired due to not sleeping for days even weeks, this was not acted upon, we had to fight for him to have a sleeping tablet. They stated that he’s keeping himself a wake, why? Obviously a underlying problem yet that wasn’t looked into. We were the ones to ring the ward telling them my brother was becoming agitated, it went too far it was upsetting to hear him yet nothing seemed to be done.  A nurse mentioned that "5 female staff was on", what does that mean?

It didn’t seem to me they interacted with my brother or diverted his attention. I have a voicemail on my phone where I could hear a staff member saying "stop shouting, you're going to set the ward off". Shouldn’t they be finding out the reason he was shouting or to divert his attention? I work in mental health myself and no way would I let anyone become so frustrated that my brother had become. Disgusting! I’m glad he’s now been transferred elsewhere, I could carry on but I’ll stop now.