"Impossible to get an appointment"

I recently transfered myself and my two young daughters to this practice from the Marylebone Health Centre. The transfer process was involved, but that's to be expected. What I did find concerning, was my first experience trying to reach the practice during the registration process. The receptionist who copied my original document forgot to return my daughter's original birth certificate. I noticed it was missing when I got home and tried to call the practice. I tried calling several times, and found myself in a queue every time. I finally stayed on the phone for 25mins in the queue and gave up, instead going back in person to pick up the document.

A short while later, my 12 month old developed a rash. I called the surgery to make an appointment. This time I wasn't even able to reach anyone after calling many times. Instead, I used the 111 service.

This morning, I had a serious fall and possible spinal injury that I needed to see a GP about urgently. I started calling the practice at 9am, for about on hour. No answer. I registered for the online service, and tried to book an appointment that way. The website told me there were no appointments available. I called the out of hours number for the practice, which redirected me to the 999 service. So eventually, once again, I used 111 for help.

I find the lack of access to this surgery completely shocking. My previous surgery was much busier with many more patients, and they picked up the phone every single time I called. They were especially good with small children, ensuring they were seen as soon as possible. The option to have GP's do callbacks was also extremely helpful.

What am I supposed to do next time? Should I be putting pressure on the 111 service during hours when the GP practice should be available?

I'm especially worried for my daughters with not having access to timely medical support.