"Where is the duty of care for patients"

I have tried at least 6 times today to get through to the surgery regarding my housebound mother, the shortest period of holding on was 18 minutes and up to 38 minutes with no reply. Good job it wasn't an emergency. The practice is a disgrace and does not provide a duty of care to the patients. My elderly mother has had a chest infection since 4th January and the Dr has done nothing after repeatedly ringing and going into the surgery to request some antibiotics for her, in the end we had to call 111 after 2 weeks and get a Doctor out to see my mother, what a waste of resources for an already struggling NHS service when all she needed was medication. The staff need to have receptionist training as some of them are quite rude and indifferent to any requests. They also need to review the telephone system as it obviously does not work, and when the Dr does ring you back they only let it ring once and then cut you off, so they can show on the notes they rang but got no reply, this has happen several times when I have been waiting for a ring back. I will be taking my mother out of this surgery as soon as possible