"Poor Customer Service - as Normal...."

I understood that the surgery had adopted additional hours to help patient access services on a Saturday morning. I submitted a repeat prescription request ten days ago. Due to working in London the only time I can get to the surgery when it is open is a Saturday morning. I duly arrived at the surgery this saturday morning around 9.30am and saw 5 members of staff sitting behind the reception desk having a laugh and joke and conversation. I spoke to the receptionist and asked him for my repeat prescription. he had not done this before so asked a colleague. His colleague said that they were unable to give me my completed prescription because it was a saturday morning and they couldn't offer that service. I was incredulous and felt humiliated as the box of prescriptions was on the front desk and would have taken them seconds to retrieve and give me my prescription. They did not apologise but said that I should come back in normal surgery hours. I think this showed a complete lack of care and a lack of understanding of what good customer service is treating me as if I was an inconvenience to their busy morning of socialising with colleagues.