"Good practice"

Once I spoke to the doctor I was very happy with the service I received. He was very pleasant and made referrals for both x-rays and to see a specialist. The biggest problem was I was sent a text after my x-rays telling me to phone the surgery to make an appointment to speak to the doctor. It took me a good half an hour to get through and then I was told the doctor would ring me at some time that day. Why not just tell me that in the original text? It would save everyone wasting time.