Question for KINGS CARE HOSPITAL

I was at the Hospital at about 10pm yesterday 23rd September, 2017. and the guy on duty bluntly told me that i must call my service provider (HMO) or else they will not attend to me that he can not use the Hospital line to make calls for me and truly i was not having call credit in my phone and i have to walk away with my illness. This is the third time such thing is happening to me in this same Kings Care Hospital Zone 4. My question is this, is this the normal practice or the Hospital management have no official line for such issues? or the guys on duty choose to be wicked to their customers?