"32 minutes to answer the phone!!!"

I am utterly bewildered! 32 minutes to finally get through to a receptionist. I am so frustrated I had even tried to use another phone to get through to the surgery quicker which was to no avail. One phone call stated a 12 minute wait and another stated a 9 minute wait, both of which were way surpassed. The receptionist was lovely, polite and dealt with my query in under 30 seconds, simply because the department I needed was separate to the surgery which resulted in another phone call. Needless to say I am thankful my appointment has been rearranged to be held in a different surgery!