"reception and letters"

I have tried to ring the reception to change my appointment and cannot get through to anyone. On my specific letter it suggests a number to ring so I did, then was told that I have to go through reception to go to another department to change my appointment. Why can't the hospital let you change or amend appointments over the internet or online? Its ridiculous I rang for over 10 mins to speak to the department and waste my bill. The letter should clearly state who the patient should ring as I as now waited over 15 mins just to change my appointment.