"Poor customer service"

In January this year my mother moved to the area and she contacted Steppingstones to be added to their surgery. We gave address details and were told to collect an application form. Took the forms back with id and were told due to covid there would be a slight delay in processing the forms but we should hear something by March. Rang today and they have no record of my mother’s details as they would of been shredded due to her being out of the catchment area! No phone call to tell us this and very disappointed that we weren’t told this back in January! So my 79 year old mother who has heart failure and copd is now without a doctor! What a terrible service.