"Very bad"

I don’t know what kind of experience the receptionist has coz sometimes when I’m trying to book an appointment with the Gp she is rude and she says that I don’t need appointment,that I can go to the pharmacy and get some pills from there...and another very bad experience that I had was that they lost the letter from an endocrinologist and I couldn’t have my treatment on time ...and very unprofessional they call me to tell me on the phone about my very bad health problem.... I believe that they should tell me to go to the medical centre to talk with me about my problem