"Why is phone permanently engaged "

Like many others I have spent HOURS repeatedly dialling the surgery number to ask for a remote or an in-person consultation. Every time this results in the engaged tone. The only times the phone is answered (after 11 or in the late afternoon) no appointments remain available; we are simply told try again tomorrow - and so have no choice but to repeat this pointless process. This situation has been worsened by Covid, but it has not been caused by Covid, and it is not ongoing because of Covid. So what has gone wrong at this surgery? The partners need to communicate with their patients, for example by sending a letter informing us why appointments can’t be booked or phone calls connected, and what is being done to resolve this appalling state of affairs. As it is responsibility is offloaded onto hard-pressed reception staff who have no authority to make exceptions, let alone alter the rules . Patients are anxious, frustrated and feel powerless when they cannot access proper medical assistance for themselves and their loved ones. A wall of silence from doctors is not a helpful way to tackle this immense problem. I note that the surgery has not responded to other patient feedback on this site - more silence.