"Poor decision making"

My mother a 73 year old lady had been feeling unwell with a number of symptoms including pain in her lower back chest and breathlessness. 

Pains worsened and she called her GP surgery an appointment was offered which she attended. She did not see a GP? Her chest was sounded and  a urine sample was taken which indicated blood in her urine ( likely infection) she was not given any antibiotics but told to return the following week for further tests and to have bloods taken. over the weekend her symptoms worsened  further she attended her GP surgery again bloods were taken and repeat urine test. again indicating an infection. Later that week she called her surgery for the results of her tests. The staff member who answered informed her the results were "fine". 

Symptoms continued to persist and sleep deprivation becoming more of an issue NHS 24 were called another GP appointment was arranged as a matter of urgency. she was seen by a GP and sent straight to the BGH with suspected gallstones. Initial tests carried out in the ED department showed a raised CPR of 150 indicating a severe infection. After further test she was treated in the BGH for 7 days where she was eventually diagnosed and treated for pneumonia and a blood clot on her lung. 

It is strongly felt that she did not receive in the first instance appropriate treatment by her GP surgery and hospital admission could potentially have been avoided. The reporting of her test results should not have come from a member of the admin team. Absolutely no disregard for their level of skill but I believe that reporting results to patients should be done by a clinical member of staff. 

Its possible that she misunderstood or did not take on board information that was given to her but at no point was it ever explained to her why she was not being given treatment for an infection when urine samples were indicating this and its highly likely blood tests were also indicating this. Nor were her symptoms investigated or picked up on at two reviews to at GP surgery.  Not only has this been a poor patient experience, I feel that it's been an example of neglect. 

The care and treatment she received while in hospital was without fault.