"Appointment please"

We have used this surgery for many years and up til now been delighted with the service but recently it has gone down hill we have tried 2 days in a row to get an appointment for my elderly mum and been told no fully booked! I was quickly told that they 7,000 people on their books and lots of them are sick so no appointment available, try again tomorrow. Staff at reception don't seem to care and have no thought. I would love to know why this surgery is so poorly run. I myself use another surgery and staff and doctors are wonderful and go out of there way to help. Perhaps this needs looking into and soon otherwise our family will be going elsewhere. Such a shame to have a lovely surgery, with a poor team.