"Used to be a great surgery now the worst"

I have been using this surgery for over 25 years and when it was run by the previous doctor, it was excellent. Since he left which I believe due to retirement it has spiralled downhill. First of all the lines are constantly engaged, I was in the surgery the other day when all the receptionists where there and none of them where on the phone I decided to ring them and to my horror the line was engaged, when I questioned them about it they said sometimes they get busy and leave the phone off hook! How can a surgery do this? Secondly one particular receptionist is very nice however the rest of them are terrible, no customer service skills whatsoever they talk down at people rather than being helpful I witnessed first hand a receptionist talkin down on an elderly patient, they really need to think about how our local community and patients mite react to this. I am already over hearing a lot of unhappy patients and can only pray someone reads this and implements changes for the better.