"How long is too long"

I have been waiting to hear about an appointment for ph testing I have phoned the department a few times and spoke to both the staff for the department and the secretary and each phone call the staff have been pleasant and tried to offer explanations which is always the same that due to unforseen circumstances they had to drop to part time.

How long does it take to get someone to take over obviously someone else is doing the job so whats the hold up I have been waiting months for these tests and it seems its not the departments fault but I feel, that of management not acting quick enough to help the situation