"Eczema on face"

Contacted my surgery last week about my face and neck being extremely itchy and painful due to eczema (I used to be on an ointment called dermovate, that they stopped saying I needed a review, which they haven't got back to me about). I was told that I'd get a call back later that day. The next day, I had a text waiting for me, asking for me to send pictures, to which I did, no response. It is now a week later and still no response. I called the surgery again, they checked my file saw that I had logged an econsult last week and again they said someone will contact me later that day. Just received a text message that they will give me a call me in 10 days time. This is 17 days after my initial consultation, for something that I have sent in photos and have on file for a preexisting medical condition. How is this even possible? Can barely sleep, itching till I bleed, let alone being in a customer facing position.