"Unhelpful response"

I have been calling my doctors at the Kensington Group practice from this morning 8:30 am about getting an urgent script for acute pain. I have recently been discharged from hospital and am awaiting an operation and pain management team have advised I take this medication until then. I gave the doctor the letter 2 weeks ago and therefore expected it to be scanned on. I called this morning and was told call back, I called back was told they can't find my letter and to call back. I called back and they said it wasn't there and nothing they can do.

I explained I was in agony and was told that it is not their problem.  I asked what am I meant to do they said there is nothing they can do. I called back again and said I have a picture of the letter as this is the second time in few weeks that they have lost my hospital letter, I asked could I email it and they said no-one will look at it as it's 5:15 pm on Friday.  I said I've been calling all day about this and they said there is nothing they can do. They then told me to call the  out of hours doctor.

This is the second time I will of had to call out of hours for a script that a specialist in hospital has prescribed me. The out of hours doctor tell me they can see my discharge letter and give me my script, so this seems to be a problem with my GP surgery. I can't believe how uncaring and unprofessional they were.  I am already in agony and a bit of compassion goes a long way but I found them rude and abrupt.  I felt like I was an inconvenience when reaching out for help. I have always been with this surgery and never had any problems with doctors before in fact the GP's are all wonderful and friendly, however the receptionist was the opposite. I understand the pressures of working with patients as I work in the trust myself but I would never dream of speaking to anyone in such a horrible manner and be so dismissive of somebody's pain and needs. I think they need to be retrained in how to speak to people it certainly is not in line with trust ethos.