"Awful experience"

My mum called the surgery this morning at around 9.15am after not being able to get out of bed due to extreme dizziness and nausea, my mum is 61 and has a variety of medical conditions including diabetes and heart issues and has recently been put on some new medication and was unsure if this was to blame or if there was something else wrong she was told an on call Dr will call you, 12 o'clock still no call so we called to get and afternoon appointment and we advised no appointments are left but the Dr will call you back, 3.30pm still no call so we called again to be told we are busy you will get a call after surgery we have had to prioritise, 6.20pm Still no call I'm now by this point furious as my mum as been waiting over 9 HOURS for a call I am told you will get a call after surgery we are sorry you have had a bad experience we are really busy, the last thing we want to do is to have to resort to A&E if this is nothing to worry about and something our GP can deal with,it's now 6.55pm almost 9 and a half hours after calint our GP for help appauling experience