"Inaccurate joining instructions"

My daughter, 17 went to register and fill forms in, was told it'd take around 3 working days to be on the system.

She called for a whole week and was told she was not yet on the system.

Fed up, I went to check myself and was adamantly told everything is up to date and nothing is outstanding. Upon my insistence, a call was made to the records office to check. Turns out my daughter's form was sat in the 'query' file because she was 17, and no other 'family' was registered to that address. (The rule is you have to be 18 to register on your own).

I asked what is the usual protocol for an application that has a "query" and they said "we would call, but you know with mobile phones they don't answer...". Not. Good. Enough. You leave a message then without breaching any data protection; you don't just leave it with said "query". She has a series of critical illness and had been waiting to be on the system to get a prescription. The member of staff on reception tried their best, another member of staff who I can only assume was more senior was very nonchalant, uncaring and rude insisting that "because there was no family registered that's why she was not put on the system". Had they bothered to contact the previous surgery, they would have seen that she is a vulnerable young adult with some specific and special needs.

Two points of failure where this could have easily been resolved. I asked, how can we ensure this does not happen to another young adult; I was looked at blankly, as if it is a ridiculous notion a 17 year old would come in on their own to register. Next time, check their date of birth on the form, and tell them that from the get go what that they need 'family' registered. Simple check, not at all groundbreaking nor resource intensive. Needless to say, obsessive use of the word "FAMILY" was quite off putting. Language is important. "Family member" would be more inclusive.

Very poor approach and attitude and will try as little as possible to have to deal with this place bar prescriptions.