"Either close this practice or fix it quick"

I've just spent several days trying to get an appointment, 20+ attempts to get through by phone over those days and didn't even manage to get onto their waiting queues to speak to someone, just get a message saying the queue is full and the line drops ! They refuse to allow advance bookings (even for the next day), they don’t allow online bookings and force people to join a mad rush at 8am each day to scramble to try to get an appointment. This isn't a service to customers, many of who will feeling unwell, distressed, in pain or worse. It's the worst type of setup and clearly not designed for the customers but rather more to make the receptionists and service management staff job's easier.

It's been getting worse for years and nothing seems to be getting done to resolve the issues and it doesn't seem like either the existing staff are unwilling or unable to fix what seems to be a basic process issue. I'm sorry but either close this practice down and open something capable of supporting the community properly, or change their ludicrous processes. Either retrain or replace the staff so patients interact with staff who actually want and can provide an effective service. I had to give up and call 111, so this behaviour just puts pressure on other parts of the service. I dread having to use this service.