"This practice is oversubscribed "

I had an out of hours appointment booked for yesterday evening. I never received a call, upon calling back today I was told there was no record of this, no explanation and no further investigation. I now have a face to face appointment booked for Saturday when I am supposed to be spending time with my son. Disgusted with this practice; if you ran a private company the way this surgery is run you'd be out of business in a week. The attitude from the receptionist was one of couldn't care less.