"phone not answered and rude reception staff"

There have now been three times when it has taken over an hour to get through on the phone. It has normally been about half an hour regularly for a long time, but recently this is much worse. It has nothing to do with the amount of doctors available as they do not answer the phone. This length of queue is almost impossible if you work and definitely stops people from being able to get help when sick. The last time was when I had to call as a booked phone call with a doctor was not returned, It was important that I had the call as I needed their say so to get more medication and I did need the medication, so the wait was a very large double whammy!

When booking an appointment, I ask for a late or early appointment as I work. The receptionist regularly offers 11.30 or 2.00, clearly not what I asked for, so I say I'm sorry I can't make that by any chance do you have anything earlier or later. In the past they would always help and this would be sorted in a friendly professional manner. Recently they have been extremely rude saying well if you don't want an appointment then don't come in, or if you refuse appointments then I can't help you. (This is after them giving 2 options both in the middle of the day 3 weeks away from the time I am stood at the desk in reception.) I am then forced to point out that no I would still like an appointment please, but am made to feel so unwelcome and so like I am wasting time it is horrible. I then don't feel at all comfortable coming in as if simply trying to get an appointment is this difficult and we are made to endure such an attitude where they are literally refusing to arrange appointments. It should not have to be the patients job to cajole them in to their work!!!!!