"Why won’t they EVER answer the phone"

I understand that Good Hope A&E are very busy at times but for the past 7 hours we have been constantly trying on redial to find out where our relative, who was taken in last night, is in the hospital as we are extremely worried, beyond distraught. We are told this is the only number we can call to find out which number to call for our relatives ward and yet no answer??? It is a ludicrous system that doesn’t even need a person with medical experience, why is it so soul destroying to find out where a loved one has been taken and whether they are in serious trouble.