"Can never get them on the phone"

It is taking me 90mins to try and get blood test results from this doctor surgery over the phone. In 2018 I really don’t understand why a patient should be kept waiting on the phone for so long before that patient even gets to speak to someone. This is not a rare occurrence either this is my 4th time since July that this has happened. I really don’t understand how they can get away with this type of service.