"Poor service"

I had an appointment today which I made using the on line system a month ago as it is impossible to get through on the phone in the morning and as I have recently had a knee replacement I cannot queue up outside the surgery for half an hour either. I received three text messages during the last week confirming my appointment so imagine my surprise when I arrived to be told that there was no record of my booking. I showed the receptionist the text messages but she just kept saying

I could not be seen today. I am ashamed to say I got quite annoyed and insisted I be seen so she grudgingly said she would speak with her manager. When she came back she told me they had had a phone call from my mother that morning cancelling my appointment. I am 63 years old and my mother died in 1981 so I was furious. It was obvious that my appointment had been cancelled in error but I didn't receive an apology. I was eventually given my original appointment slot but had to make a fuss to do so.

I also object to being asked what is wrong with me by a non medical person in front of a full waiting room.

I have no complaints at all about the doctors and nurses who are all very helpful and professional but the appointment system is badly flawed and needs addressing urgently.