"Communication extremely poor"

My sister was recently admitted to Russells Hall Hospital and the communication to outside family members was extremely poor. I was unable to speak to her due to lack of phone reception and every time I called the ward phone to obtain more information I was told I'd have to speak to her directly despite me saying I could not connect to her phone. I had consent from my sister to speak to the nursing/medical team but despite saying this the ward staff they would not give out information as to what was happening.

My sister even stopped the surgical team prior to their ward round and said can you please speak to my sister as I do not understand what you are saying to me. They said that they could not as they don't have time to make phone calls to family members. I think this is unacceptable to refuse to speak to a family member especially when the patient has asked for this and during covid with no visiting allowed it is so frustrating for family on the outside. My sister was also woken and moved at 3am. I do not know if this is normal or not, but it seems concerning to me.