Bad Practice

We are trying to get copies of reports for a certain client for her life cover. The Doctor is on holiday and they cannot help us until 6 June. The people working at the practice is very unprofessional and incompetent. We work with hundreds of Doctors weekly but this is the first that a Doctors rooms refuse to even give the client directly the reports. I do not recommend this practice to any client because if this is client service then I will not go to them.