"Reception staff"

My daughter missed the call back from the doctor because she Went to the toilet, she called back straight a way, so it wasn’t even a minute that the doctor had called her, The receptionist staff Put her on hold, then when she did talk to her she was very rude.. then put the phone down on my daughter..this is the second day that my daughter has spoken to this Receptionist, my daughter has a inflamed throat and is finding it hard to swallow, we called 111, and they said call back has she needs to get medical advice today, so I called back on my daughters behalf, receptionist said that the doctor will be calling back today, but no one bothered to call her back, the receptionist just palmed us off