Sara, do you have a nurse that has been assigned to you? I went through Monash IVF and right from the very beginning I was assigned to one particular nurse who was the person I saw at the start of each cycle (to go through the cycle and med details, and pick up the meds from), and she was the only person I ever spoke to about results or any questions I had. The only time I ever rang through to the main reception was if I didn't have my nurses number on me, or if it was a Saturday when you can only call between 1-2pm. If you have a nurse, I'd just be asking to be put straight through to her and not even speaking to that nasty piece of work on reception.