"My brother cannot get through on the phones"

My brother moved to the area 7mths ago and cannot get through on the phone we both call the surgery to see who can get through we have been trying to call since last Friday only got through Monday to be offered a nurse I booked the appointment which was 9.15 am not thinking it would be to early for my brother to get there when he as been awake all night in discomfort it takes days to get through to ask about my brothers presciption status

I today asked for the practice manager to call me still heard nothing what kind of place is this ???????