"completely inaccessible "

I have tried to call and book appointments on behalf of someone but haven’t been successful after a whole week. You call them, number 20 in the queue, sit on hold for 3 hours and then give up. Or you can wait for the queue buster to call you back, but that never happens. The person I am making an appointment for doesn’t have a phone, so an appointment cannot be made via the website, I need to tell them the appointment (which they also refuse to make if you go in as it’s the ‘triage team that do it’). It’s completely inadequate service. I have submitted evidence to the icb / cqc as this frankly isn’t right and if it were an elderly person, could be fatal. How can a surgery just not answer phones / call patient back. To add to it, I emailed the practice manager when I had this problem a year ago (no one picking up the phones, with a screenshot of a 2 hour wait) and they didn’t even respond.