When is a lie cruel?

I have been trying for three evening to talk to Randy. I leave messages and my calls are not returned. This evening at 8:25 I called again and Rick answered. He said that Randy was asleep. A few minutes later I called again as that was impossible as Randy never goes to sleep that early. Another nurse answered the phone and she said she would go and check. I heard in the back ground some discussion and she told me that Randy was sleeping. I decided to take the bus to GPC and I arrived there at 9:05. I looked in Randy's window and could see the television was on. I could see his head move. I could see his knee move vertically up. As I walked pass the nurse's station I could see Rick reading a comic book at the common table and the rest of the staff congregated in the nurses' station chit chattering. When I say to Randy I will telephone him at a certain time and the staff refuses to connect you that is cruel and everyone of them who have been party to preventing Randy from speaking to me should get fired. This isn't the first weekend this has happened. Nearly every weekend this happens. And all it does is create distrust. Randy cannot believe what I tell him. And the staff at GPC think that is okay. Well it is not. How dare they behave in such a callous way. And I have told administration and they ignore me as well.