[Margaret Pilkington]

Taddy that is how it is. I have had two very recent experiences of this kind of treatment.
It does not instil any kind of confidence in the service.
Ans it is not the fault of the staff(well, not in the main) it is the fault in the system.
It is overwhelmed. Often by people who should not be there.

These people who should not be there are there because the GP service is not fit for purpose.

Tell this lady's Daughter to contact Martin Hodgson. He is the chief exec of ELHT.
Tell her to tell him of her experience and ask him if he would want his family to be treated in such a cavalier way.