"I just want them to improve their system"

I've been trying all morning to get through to the Somerset Partnership physiotherapy/podiatry office, and I just cannot get through. I waited for a call back and didn't receive any phone call, then I rang through to be told by a machine that I was 10th in the queue, then waited ages til I was 9th, and so on and I just never got through. It's ridiculous.

I wanted to find out whether I actually need my appointment, I have just had a hip operation but it doesn't seem like I need the physio and there is no point wasting everyone's time on something totally unnecessary. Unfortunately, seeing as I can't get through to the phones, I'm just going to have to go along, potentially wasting my time, the time of the doctors and staff there, as well as my husband's time when he has to take the day off work to drive me.

I don't know if they need a new booking system, or to hire more staff to answer the phones or what. I don't want an apology or a reassuring response, I just want them to improve their system so patients can like me can get the services we need without wasting everybody's time.