"Disgusting reception staff"

I rang the surgery at 10am and there was 19 people waiting I rang at 12 and 15was waiting I rang at 2 and finally got though .the receptionist was very rude and I explained my husband was very poorly and we needed a doctor to ring us my husband is deaf so I wanted to speak to some one she just said you have to ring on the day I told her I tried all day but she just kept saying there was no appointments the way she spoke was disgusting I’m shocked that the surgery allows reception to talk this way I’m a manager at a surgery .and if the staff spoke this way to sick patients they would not be working at the practice.surely the doctors should have been informed that someone needs a call back .this seriously needs to be looked into .we should not have to ring 111 when the doctors are open