"Telephone Manner"

I tried to cal the Princess Royal Hospital just to ask a simple question about where a certain dept is located in the hospital because of being new to the hosp surroundings, Before I even finish the sentence to the main receptionist tried to transfer me to another line. I did not want to be transferred to appointment line or any other line all I wanted was for them to listen to my sentence explaining which building I need to aim at especially when I am going into the hosp with a wheelchair. On google it showed various buildings in the area so I just wanted to know where the certain dept was. If this is what I expect on the telephone what is it like inside the hospital?