"Unable to contact surgery"

I called 1.54 today to make emergency appointment. I was 5th in line. Each call took over 20min. Finally I was nr 1 in line ( it was already 3pm ) and after 25min listening that I am 1st in line, line went dead. Now, I am 7th in line and I am not sure that even if I do get thru, there wont be any emergency appointments left. This is absolutely unaccaptable. If patients have such long issues, they ought to make an appointments with the receptionist, or surgery should get other staff to answer the phones. There is no excuse. terrible service.