"Substandard engagement"

My 81 year old mum had her extensive test results fed back by phone - not only was she confused by the fast-paced feedback but with partial deafness she didn't hear everything. Panicked by the small amount of information she had taken onboard she rang me. After a 30 min wait to get through to the reception to arrange a face to face appointment for full explanation of the results[ with me also in attendance] I was told to fill in an on line form or the receptionist could on Monday [the service was closed at the time of my call 5.30pm Friday]. This meant leaving my mum anxious over the weekend thinking there was something seriously wrong with her health. The receptionist said she would ask the GP to phone me with test results/outcomes - no call from GP forthcoming - complete disregard of the vulnerabilities of the elderly. This situation has left my mum extremely anxious and knowing her as I do this will play on her mind leading to poor mental health which could have been so easily avoided.