"Refusal to see 83 year old with an ear..."

I think the receptionists treated my 83 year old mother very badly when she attended on Monday and Wednesday (13th & 15th March) with an accute ear infection. They insisted each time that she wait until Thursday (16th) before she could see a Dr. In the meantime, the infection became more serious and very painful causing her stress and sleepless nights. The Dr she eventually saw on Thursday appeared quite concerned that the receptionists​ did not permit her to take an urgent appointment on the days that she attended when in some pain. It would appear that the receptionists require further training to prevent a recurrence of a similar situation! It appears to me that an apology is warranted, however I understand none has be offered to date!