"Impossible to get through"

I am at my absolute limit with this GP surgery. I called just before 9am and joined the call back reception queue only to have the called returned at 11:30am - 2.5 hours! And then to be on hold for a further 30 minutes (still holding now) as caller number 1! It's actually unbelievable. I'm at work at the entire office is shocked at this and to learn this is absolutely standard for this surgery. I've already made complaints to the surgery and was told the phone lines would be improved in the coming months but the call return feature has actually made things worse. When you do get through, you're told there are no routine appointments available and to either call back in the morning if its an emergency or to call 111. I've actually resigned myself to never seeing a GP again but not having the support for our two small children is very stressful. I'm in the process of trying to change doctors at the moment - I understand the situation recently has been difficult on everyone but I can see my dentist, I am attending work, my children are attending school - why we can't see our GP face to face is beyond me. Please please sort this out. The phones have been problematic for years - I don't know why this can't be resolved?!