"Poor communication and poor hygiene"

On few occasions, I have noticed there is no hand wash or soap in the toilet. When raised the concern with the receptionist, it went unnoticed/unsolved. My another concern is, I had received a text message from my surgery saying that I have an appointment in GP but when i turn up, they say the appointment is phone consultation. So they made me go to GP for no reason. Nurse just blamed the receptionist but no apology whatsoever. This has happened several times.