"Bad Service"

Due COVID I was told that I could call my mother on one of the iPads and face time her. They never pick up the phone I have to try 3 different numbers and still no answer. She has been in hospital for 2 weeks and we haven’t been able to speak or see her properly. On the weekends we are constantly ringing to get through and ask for FaceTime but nobody wants to pick up the phone. How do you expect a patient to get better if they don’t have any family contact. They reassured us when she was admitted that we could FaceTime but only to told later when she arrived on the ward that the iPads weren’t working and they only have one. Everybody is under pressure but this can’t be right as my mother things that we don’t care about her and is slowing her recovery. I would like a reply to my note