"changes to appointment system"

My first involvement with the new system; requiring a bp check:

After being told of my 'appointment' at 1:30, I received an sms indicating a time between 12:30 & 2:30 - for a bp review. Therefore made myself available to answer a - presumed- call during the period. I got the the call at 1:45 & spent a good deal of time answering - in my view needless - questions asked by a person who I had difficulty understanding due to accent & speed. This took longer than my previous trips to the surgery had been before. I was told my prescription would be available from 'today', but I would need a blood test (& bp check). After approx 10 mins the call was ended. Then I got an sms saying to ring the surgery to make an appointment for the said tests!

1. Why wasn't this done during the first call?

2. Appointments were supposedly not to be made by phone & anyway has always been a major problem getting through - hence the reason I always walk to the surgery, a matter of about 500yds.

So I rung & as expected I waited another 10 to 15mins, listening to repeat after repeat of 'helpful' messages re using pharmacy services etc & quote "...press 3 for a ringback or # to stay on the line...can hang up at any time...". I was livid, so much for my blood pressure!

I must have heard all this 10 times in between hearing loud so-called music on hold knowing that if I pressed '3' & hung up I would still be on 'standby' waiting for - hoping for - a return call.

I finally got through & made an appointment for the surgery visit; it was now 2:15pm. I had been by the phone since 12:30!

In my view what had seemed a good system before that I'm sure most people had been happy with has now turned into a fiasco.