"Told to travel to surgery to make an appt!"

My father rang to make appt. Started calling at 8am but calls were referred to out of hours. Finally answered after 8.15am. He was told that he couldn't get appt over the phone as they were given to people who were waiting outside every morning. He was told to come to the surgery for 8am & queue. He is 85yrs, a widow, has had a heart bypass, bowel cancer/stoma, has trouble walking as both knee replacements are failing & he has to travel & queue to get an appt which has led to a referral to QE Hospital for a further cancer screening? This is not acceptable ‐ COVID is not an excuse for poor management!