"Getting an appointment"

Yesterday I called the surgery regarding arranging an appointment for my daughter, who needs to have a dyslexia test arranged (apparently I have to go via the GP first). Surgery advised they can't book me an appointment, but will have to go in first thing to arrange it.

I arrived at the surgery to a queue of around 6 people (some needing the walk-in clinic), and got to the window to speak to the receptionist at no later than 8:10am, only to be told all the appointments for the evening had gone. Given hardly anyone was in there, and the phone was not stuck to either receptionists ear all this time, I can't understand why they won't just give an appointment, as there is no way on earth that EVERY appointment from 4:30pm to 6pm had gone, given they only give a slot of less than 10 minutes per appointment.

This is not the first time this has happened either, but it would seem the Practice are happy to just sweep it under the carpet as it is not affecting their lives, so is not an issue to them.

Trying to resolve via the PM is a nightmare, as the receptionists always give you the "sorry the PM is not is today", or "Sorry the PM is in a meeting", as I found this last time the issue reared its head.