"Compassion and empathy of the reception staff."

I was surprised and very disappointed at the attitude of the reception staff after the appointment of my daughter recently. after the task of finely getting an appointment , my daughter managed to gain a referal letter to see an ENT specialist for an on-going complaint which was affecting her life and health conditions. because she had changed address recently, she gave her new change of name and Address in writing and the receptionist agreed that all would be well with the referral being sent to her sisters address while the change over was being addressed. she phoned the next day to check if all was going through and she was assured that it was, only to receive a phonecall the next day that is was not possible to do the referral after all . My daughter responded very irate and extremely upset as she suffers with Dyslexia and Bi-polar disorder, but no compassion or empathy was shown to reach a sensible compromise . this has created a massive delay in finding a result to gaining a diagnosis for her ongoing problems . I have lost all faith in the Heswall practice for the rest of my family and will look into an appointment with the manager.