"awful phone service"

Calling in some distress (chasing a letter several weeks late) I was told that 'if I was planning on killing myself, I should go to A&E' and if not, I should go back to my GP as there was no record of me on the system... When I went back to my GP and got the name of the specific team, the service was fine but there's no element of joined up behaviour and in 2014 that is just unacceptable.