"Failure in appointment system"

My elderly parents are patients at this surgery - they do not have the ability to use the internet to sign on and book an appointment, they are not allowed by the system to come in and book an appointment face to face so they have to use the telephone to try get an appointment. I have been told that it can take up to an hour to try and get through on the phone - that is totally unacceptable. Further once they have got through, they are still not able to make an appointment - they must wait for a call back to be assessed for their need for an appointment. This procedural path causes them unnecessary stress and harassment. In the past they have in fact failed to ask for an appointment for something which was bothering them because they could not face spending more time trying to get through on the phone - this is dangerous as they both have very fragile health. There should be an ability - especially for vulnerable people to make appointments by visiting the surgery or by having a more direct and shorter wait time phone number. They also say they can never see the same GP - something that government promised to address and which would result in better continuity of care. They have no complaints about the gp care once they can actually get to see the GP.