"certificates"

For the last 2 months I have been attempting to renew my certificate with this surgery, last month it was 2 weeks late, which has an impact on Statutory Sick Pay. This month I have requested another, and so far this one is a week and 2 days late. The surgery kindly informed me that the person who normally issues them left last Tuesday! In the meantime, I am left with the same dilemma as last month! Trying to phone this surgery is an absolute nightmare! Queues are often up to 2 hours, and even when I go to the surgery in person, I am not confident my requests are going to be taken care of. I am also awaiting conformation of a letter sent from the surgery on my behalf, I am still awaiting conformation of that. Why does it take what seems an eternity for this surgery to comply with a patients requests?? Since the merger things have rapidly gone downhill at an alarming rate! If they cannot provide the most basic of requests then why take on more patients. Gone, it seems, are the days when you could be reassured that your requests are taken seriously. As someone who has both anxiety and post traumatic stress disorder, this is not helping the condition at all, and is making the stress levels escalate! I am not at all confident that any contact I have with this surgery will be acted upon.