Second time unlucky in one week!

I've always had a good experience with Affinity until this week. On the 27th of February I requested authorization for my daughter who had been vomiting from 4pm, I only received helped around 9pm. The consultant that assisted me still made it my job to communicate with the hospital on her behalf, which I didn't have a problem with because I was desperate to get help for my child. Fast-forward to today, I needed authorization AGAIN to see a GP. I communicated through the WhatsApp portal, I managed to receive a call from one of the agents an hour after I have already paid the doctor to see my daughter. It's very heartbreaking looking at my child sick and still have to wait to get assistance. Does somebody have to be in a critical state before getting help? I'm really disappointed 💔