Unacceptable service

I have been trying in vain for the past 2 hours to get somebody to answer the phone at Lancet client services. I desperately need the result of a malaria test done on a 4 year old boy, who is very sick, and was brought to my clinic today. I called, held on for 20 minutes each time and then the phone cuts. Is this service acceptable on any level, and by anyone's standards?There is a very sick child involved here. I gave the mum my word I would follow up the blood results, which were marked urgent, but I cannot do so.