"Worst practice"

My husband is 94 years old. He has a history of kidney stones (he also has atrial fibrillation controlled after I inisisted he should see a consultant, nad back lower back, but otherwise he is independent). In May he accuded lower back and lateral acute pain and could not get in touch with the surgery. Therefore we called called 111 who advised to go directly to A&E where he was diagnosed with 3 kindney stones. One was successfully removed and the other two slightly larger are still in situ. While recovering at home, he fell and hurt his lower leg which became swollen and inflamed. Managed (by miracle) to see a doctor who after a cursory look prescribed anti-inflammatory. Two days later the leg was even more swallen and inflamed. I sent him directly to the A&E. He was X-rayed and found to have a spiral fracture to be fibula. At his age the doctor should have sent him immediately for X-ray as fractures are common. Since then it has been nearly impossible to get in touch with a doctor at his PHGH surgery. Now no calls are accepted between 13:00 and 14:00. It is impossible to speak to a doctor. Somehow somebody got back to him last week because he complained of lower back pain. The doctor said to do nothing. With a history of kidney stones, two of which are still in situ and one is quite large (the doctors should have received the letter from the Royal Free, but I doubt they ever read it because everytime is a new doctor), the doctor should have suspected that the stone may be causing new problems. My husband is now beginning to feel discomfort on his side and wanted to speak to a doctor. Again to no avail. This morninìg he was on the phone for over 45 minutes and the receptionist very rudely told him to try again at 14:00. When he tried at 14:00 on the dot, the call was disconnect after 10 minutes and since then the line is unavailbale. This is very poor care for a 94 years old patient. Unfortunately it has now become the norm in PHGH. The practice is far too large to offer its patients the care they need and deserve. Oversights have happened inot long ago also in renewing the prescriptions. The current problems with COVID are no excuse to neglect the ordinary non-COVID-related care. Simply disgraceful. They need to improve not only at reception level, but most importantly at physician's level, with doctors who do not come and go through a revolving door and do not know the patients nor read their medical records. Most worrying is that they do not care.