"Extremely ineffective admin process"

GP's are fine and appointment slots are offered within a fair time frame. The problem is the excruciating administrative process of calling or filling in a form at 8am each morning. Either a 1 hour wait on the phone or a response to say the form you have completed is incorrect. It took me over 2 weeks to book a routine appointment for my son when he was discharged from hospital care. Urine samples did not come back for over a week and naturally the admin team are not able to advise on the results (which is fair) however, when you ask, please can a doctor call me so I can understand the results? sorry you have to call back at 8am tomorrow morning or fill out a form...the form is reguarly out of action since they are inundated with requests. They even sent me the results in the hope I might understand them? Someone please equip this surgery and their admin team with an effective booking service so they can do their job effectively.