"Terrible practice"

I made an appointment with this practice after I was told by hospital staff I would require a referral from my GP before they could assess me. The appointment was supposed to be over the phone because of Covid - I was given a time when the GP would call. 2 and a half hours after the appointment was scheduled, I had to spend an hour trying to get through to the practice to ask why I hadn't received a call. The excuse given was that the GP called twice and received no answer - this was simply not true as I'd received no phone calls and had specifically kept my phone line free so I could receive this call. The practice then offered me another appointment the following week. The same thing happened again and the same excuse was given. This is absolutely shocking and the failure to follow through with appointments will no doubt be causing stress to other areas of the NHS with people resorting to going to A&E rather than speaking to their GP in the scheduled time they've been given. The staff seem unorganised and there's no cooperation between the GP surgery and local hospitals. All in all, this is very worrying.