"Too many mistakes by reception/admin staff "

I am not myself a patient at this GP surgery but my disabled friend, whom I am looking after, is registered there. Mistakes caused by reception/admin staff are not rare. I don’t know if it’s the new system or incompetence of some staff or both causing it. For example, if a GP orders a blood test to be done for my disabled friend, and I tried to book a blood test appointment, but reception staff said they can’t see anything on the system that a blood test is due, I have to say there is something very wrong. Finally my disabled friend received a call today from a senior reception staff saying that a blood test actually needs to be done, but she could not explain why another staff could not see it on the system. This is only one example, there were also other errors and/or mistakes in the past. I have to say the new system is also more time-consuming and confusing. Nothing straightforward with it.