"Poor practice"

My elderly mother in law has tried phoning the surgery to book an appointment to see a doctor , but she is constantly held in a queue. So she went on bus to try and see someone at surgery to be told see could not be seen that day!! She’s 84 !! . Absolutely terrible surgery when she has gone there on the bus in very cold temperatures to be told she has to return tomorrrow to see the nurse while the admin staff sit with a cup of coffee and eating biscuits. Absolutely shocking service.