"Getting information about a patient"

On a number of occasions we and other relatives have tried ringing to get information on patients on ward 18 with no one picking up the phone.We have also all commented on visits to the ward where the telephone has been ringing with staff stood at the station and the phone ringing and ringing but no one will pick up the phone ? This morning I tried to ring to get information if our elderly Auntie, and enquired if she may be being discharged. As her house needs the heating switched on and preparing for her return. Having finally got someone to pick up the phone I enquired as to her condition and was told to hold on. I was kept waiting on the line for 15min until the line went dead (obviously someone putting the phone back on the hook without enquiring if someone was on hold). I am sure the staff are not that uncaring, but the impression they give is far from a standard I would expect from a Hospital. We all understand that at times we are all too busy and find it inconvenient to answer queries but a simple can you ring back we are busy is all it takes.