"Don't expect quality care"

You start off with a bad experience trying to book an appointment because You have to wait at least 3 weeks for a regular appointment to the GP. Then to top it off, 697 don't receive quality care. Giving me the name of my condition then telling me to look it up on the NHS website isn't acceptable. Then I think, that's ok, at least my baby will get the care he needs. But no, after a rash comes and and I've just been told to avoid what I've been avoiding, I am held hostage in using my own private insurance that I pay for. The receptionist takes my request for a GP referral but doesn't note it down and nothing happens for 2 weeks. Why won't they give referrals when we need it? Why are we held hostage like this?