delayed hospital authorisation

My grandson was admitted to hospital but call centre staff refused to give authorisation to the hospital clerk who had to speak to 5 different persons for more than 1 hour. My grandsons condition worsened and when the clerk told them that I wanted to speak to them then authorisation miraculously materialised. I requested that management call me but I have NOT received feedback as yet. Discovery staff must realise thst they are playing with peoples lives!!!