Lack of customer care

They lack customer service, I called this morning regarding a patient(my younger brother) who is very ill and requested them to put me through to medical ward, I had to stay on the line for more than 12 minutes without any feedback until I decided to hang up and redial a few minutes later, the very same thing happened and I did not get the assistance I required, all the while waiting there was no sign that the call was being transferred.