"Could do a lot better!"

I am so disappointed with the econsult system. I used it in good faith but it is so complicated from start to finish. I received an email in response to my econsult form which appeared to be saying that someone would contact me by said date and time. I phoned the surgery to say that no one had called me only to learn that i had been given an appointment, i hadn't scrolled down far enough. Lucky me i have extremely itchy burning eyes due to an already diagnosed eye condition, ongoing infections, plus painful arthritis in knees and hips for which i would like some anti inflammatory medicine. My appointment is on the 15th February, so in the meantime i will probably end up in A&E because its quicker. Receptionist took a very defensive attitude when i said i found the email response confusing and didn't make sense. I was hoping she would offer to give some feedback to the staff team about this as i thought the surgery liked to know how patients perceive the way things are done or not. Also i wouldn't have to feel compelled to give a review. I know the system is failing nationwide but i just wonder if that is being used as an excuse for everything that isn't right.