"Appalling service"

I'm leaving this review on behalf of my 76 year old mum. My mum has called on many occasions with no success. Is there any wonder people are dying when they can't get a simple appointment to see there GP. My mum has had an ear infection for over 3 years and can't wear her hearing aids. I personally think my mum is seriously ill and needs to see her doctor. How can the receptionist ask what the illness is when there not medically trained to decide who needs an appointment or not.