"Pathetic Phone System"

I've been trying, in between work, to contact to arrange the order of an injection and arrange an appointment for a number of days. I've been regularly getting the engaged tone, but today, the 13th, I finally got through!

However, having started at number 3 in the queue, I started waiting. After around 6 minutes, I was relegated to Number 4 in the queue!!!

I finally got a response at 17 minutes, but then was told that 'As Braithwell was now open' (something I'd previously been told they weren't) I had to contact them direct! Unfortunately, they were now closed so I'd have to sort this at an appropriate time when Braithwell was open, as 'they order this stuff'.

To say I'm appalled at the service is an understatement. It takes an age to get through and then you're told you need to contact a surgery on part time hours! We're in the 21st century - do the surgeries not speak to each other? Can't they take a message and e-mail it? Furthermore, why can't we contact the surgery by e-mail if it's closed? It's bureaucracy gone mad!