More than 2 hours for a file?

I've been waiting for 2 hours now for my 4yr old daughter's file and still nothing seems to be happening since the file number was taken. People have come and gone, sad help desk clerks don't even know what to tell me since they did their part but the retriever of files seems to be lagging. This is unacceptable especially because my daughter is being admitted for an operation and is been hard enough to convince her that she won't be coming back with me today.

Mokopane hospital in Mahwelereng