"A really difficult call"

I tried to book an appointment over the phone but was advised to call back the next day at 8:30 for same day appointments, due to lack of availability of appointments when I initially called. I heard the first ring at 8:31, was told I am number 20 in the queue, which is fine and understandable given how many people must be booking appointments. I was on hold for one hour before being connected, again I understand as the surgery is extremely busy and their phone lines are overwhelmed.

However, upon getting through, I said I needed an in-person appointment and was offered a phone appointment. I told them that I needed a pregnancy test, to which the response was a sarcastic -well they're working from home so that won't be possible. I said that's why I asked for an in-person appointment, to which the reply was that I should go to a pharmacy.

As a university student the possibility of pregnancy has serious implications, so I was really thrown by the lack of empathy. Reliable pregnancy tests are upwards of £15, which is not a negligible amount for a student. When I simply responded ok, I was asked if I wanted the phone appointment cancelled, to which I replied might as well, and was cheerfully told - that's done, take care now, and they hung up.

The waiting time was not an issue but to be on hold for an hour to be met with active apathy was shocking. They also have access to my medical records which would shown that I had previously had a surgical abortion due to pregnancy complications and am over 25 so there was no reason for the negligence shown. It was a really difficult call and while they may be busy, the dismissive and indifferent tone was highly inappropriate.