"Staff are a disgrace"

My mum called the surgery today at 8.58 to make an appointment as she has just lost her Mum and required a sick note. She was told by the receptionist to call back at 9! Fair enough appointments don’t get released u too 9 but where’s the empathy she could have asked her to hold instead of having to phone up again to be put in a long queue to then have to repeat her Mum had just passed. My mum called back after 9 where she repeated her conversation to be asked by the receptionist can she give more detail of why she needs an appointment let me see my Mum has just passed do you what the details of how! This surgery has no respect it’s not the first time myself and other people have been treated with no respect whatsoever I’m going public with this I think the surgery really need to review what staff they have employed they are a disgrace.