"telephone system is appalling"

I rang today and was 28th in the queue!!

How is that even possible?

Previously when I called I was 15th but as I work was unable to spend the morning in a telephone queuing system.

On a previous occasion I was 2nd in the queue but still on hold after 55 minutes! Such a terrible shame, I have always been full of praise for this surgery and never experienced these problems but something has gone very wrong in the past few months.