"referral system is terrible"

Needed referrals for a grieving family in July. From a death in November 2015. Family really struggling and desperate. Mother extremely anxious. Practice Forgot to refer the first time. Went in again. Finally got a referral for mother. Practice forgot children. Asked again Oct and had to come back again with information written down for the Doctor. Dr promised referral would go urgently in November then forgot and went on holiday. Mother rang to chase up in December extremely anxious. No referral. Management said they would sort the referral and send it urgently via the duty doctor and mother would hear next week. Nothing came through the post mother was anxious and rang to check. The referral had been sent as routine and was on a 12 week wait therefore would be Feb 2017. Mother told to ring the Doctors. Mother rang and they to ask for help as anxiety levels were extreme 9am. Couldn't get an appointment and had to chase up a telephone consultation. When the Doctor eventually rang they were extremely rude and wouldn't help the mother who was anxious and hung up on her as she was in floods of tears during a panic attack where she was struggling to breath. Mother rang reception and there was no other doctor available to help. She was then put back through to the doctor who refused to give their GMC registration number so the mother could take it future and refused to help the mother medically or with the referrals. The doctor complained they couldn't understand her and they had a busy clinic to run and no time for this. Mother left distort. Reception said to queue from 8am Monday for an appointment. Husband went in and asked what was going on and eventually got an appointment with the original doctor for Monday. Mother left struggling over the weekend.