"Appauling attitude from staff nurse on ward."

As the relative who lives away from Boston I have been trying all morning to get information on a patient on a ward. The phone has been busy but on occasion when it is ringing it has been picked up and put down without acknowledgement. On three occasions I have been told that the nurse providing the care cannot come to the phone. On the last attempt to get through I was told by a staff nurse with far too much attitude that there is "nothing they can do about it if the nurse is not available." I appreciate that departments are busy but this kind of response and downright rudeness does not help.