"Appointments and lack of acknowledge to emails "

my mother had a rash and an allergic reaction to some food. we visited and were told to email to get an appointment, i emailed at 1pm and followed by calling in at 5pm. I was told she had not even opened her mailbox today so had not seen it. then was told i could have an appointment the following week friday! for a rash, however i was told as my mother is over 65 they do keep a few appointments spare each day, however i should call back tomorrow and hope i get through first before they get booked up. do not acknowledge email or even monitor the mailbox defeats the purpose of being told to email. emergency appointments for over 65s but a lottery for them in the morning. shocking practice

we also needed an urgent epi pen and regardless of stating the reason behind it, were told regardless of it being an emergency, 48 hour rule still applies. i understand rules and procedures but the flexibility is dreadful for some emergencies . all this after being told to wait and put on hold for over 15 minutes.