When the receptionist wants to be the doctor

Dr. H. Khamissa you have the worst receptionist. My mother had an appointment for 1.30pm and had authorization from the GP. The receptionist told my mom that she needs a referral letter from the GP. My mom then called discovery to confirm and they said all my mom needs is the authorization number. Its 2 hours later and my still did not see the doctor. What a waste of a day. The receptionist wants to act like the doctor.