"Receptionist making care decisions"

As a carer for my mother, I rang my GP reception service and asked for a home visit for mother as she was in chronic pain and could not mobilise at all. The receptionist took the details of my mum's conditions and queried whether she had taken her medication patches. The receptionist was vague about the procedure she was going to take and said I will pass your details through. I understood this to mean that a GP would visit mum at home. 2 Hours later I rang the reception again querying whether the GP would make a visit. When the GP arrived she apologised because she had not received info. about mum's care and she did not have any notes due to this. I feel that the reception staff made a decision about whether my mum warranted a home visit, and not the GP. As I believe the GP would not have been informed if I had not persisted.