"terrible communication system"

I am writing this on behalf of the poor relative waiting at home frantically worried about their husband,wife etc.

more must be done to give the relevant contact number of the ward they are going on, telephone number etc for the day surgery in the treatment centre. The main telephone system is pants as no one answers at the best of times, and when they try to help you are put through to the wrong dept. Not fair on us as we are at our wits end worrying and this doesnt help. the admission letter should have a direct line to the day surgery. I know they are busy, but surely they cab have someone there for answering the phone.