"Bad practice"

I have been with this doctors surgery for just over a year now and i have had multipul problems. I have had no problems with staff but with test results, apointments and trying to get through to reception. Every day i ring im about 10-17th in the que. It can take over an hour to get through. Myself and my 70 year old father have asked for call backs or apointments well being inside the surgery and told that they will get back to us but never had a call back. My mental and pshyical health has suffered for this. My test results have been rejected 4 times now with no reason why. I am getting more unwell by the day and considering taking this further.