"Receptionist let the practice down!"

My husband who was diagnosed with a degenerative neurological condition (Parkinsons Disease) 18 months ago called the surgery for the results of an unrelated ultrasound scan which he had been given for a suspected aortic aneurysm - a potentially life threatening condition. His Parkinson's means he suffers from anxiety permanently anyhow and this was an almost unbearable time for him. He called for results twice and was promised call backs. One never came and the second time he was contacted on an incorrect number. On the third time he called the receptionist again promised a call back and when he told her how much the anxiety was affecting him he was met with total silence on the end of the phone. There was no empathy, understanding or apology expressed. This has made an unbearable time for him so Mich worse.