The hematology department never returns phone call...

The hematology department never returns phone calls and messages. My son was promised to receive a lab results the following day of his appointment, but haven't heard back from them for a week. I left at least 5 messages each day to try to get hold of nurse and doctor. No one pick up the phone or return messages. Are they expecting every patient to go back in order to find out the lab results????!!!!!