Telephone calls are a nightmare
I have to contact the surgery on behalf of my elderly parent and dread having to make contact as it invariably involves a very protracted call of up to an hour holding the line (completely impractical when I am employed). I admire how the staff have coped, but the 'system' is inadequate and time consuming from my experience. Staff are very pleasant when you eventually get through, but you need dogged determination and a clear diary - I wouldn't want to do it if I were ill!