"Engage Consult"

Have been with the practice a number of years, usually very good service. My one issue is the use of the engage consult system. Why have a system in place to help shift workers and those who cannot call at 8/10am or 2/4pm whereby the response is always to call. Other practices respond with - the duty doctor (or other appropriate clinician) will call you…40 minutes I was on hold today, after submitting an engage consult yesterday - could’ve save me a lot of time had the response been more forward thinking. I understand we must take ownership for our health, but if you’re going to use online services as just a way of telling patients to call - seems like a waste of money.