"Never reply "

I had input the e consultation form several times for my daughter but never got reply. Then I ringed the reception, finally GP replied but after got some details GP said he needed to reply me how the treatment going on a few days later. However, nobody replied me after I have waited for a week. I ringed the reception again, a new appointment would be arranged for me, again, no one called me on the appointment date. How come it is SO difficult to reply a call to patient.