"Lack of human empathy and understanding"

Tried to make an out of hours appointment for my grandfather who I am a named carer for. 

Telephone lines completely impassable with how busy they were, I was unable to continue to wait on the phone as I work in a hospital and was starting my night shift. Before my shift I called round to try and log the issue and receive a telephone call back but unfortunately no one would even take my details after I explained the situation to them that I would be unable to wait on the telephone to get through to triage. Felt there was no human nature or understanding of the situation. When I asked could I speak directly to a medical professional I was declined this also.

I feel it was a very poor usage of resources and lack of human empathy and understanding.