"Total and absolute lack of communication "

I attend to some of my elderly mother's care with permission. I rang to make an appointment to speak to a gp regarding some concerns only to be told they don't make appointments for future dates and I would need to phone on the day at 8am. Easier said than done because there's a huge queue which is going to happen because they have everyone ringing at the same time so it's just luck of the draw. I decided to email them however it seems there is one email address for all the surgeries but I did anyway. Two weeks on and no one has had the decency to reply or to contact my mother. This is in such stark contrast to the gp surgery I'm registered at where I can get an appointment for that day or 3 weeks down the line. Emails are replied to and if they think it's needed and they're concerned they give you a call. I think the way things are run by Diamond Medical Group is dangerous because it leaves people unable to get appointments or have contact with a gp regarding their health