"Why does nobody answer the phone"

Why after going going through the menu on the phone for 20mins does it then ring out constantly for over 10mins some times longer before someone answers the phone sometimes no body answers it then if your lucky enough you get to make a appointment after being told there are super busy only to walk straight into a empty waiting room ? Then after seeing the doctor your told to make appointment on your way out for a blood test only to be told at reception they don't book blood tests and they will send me a link via txt message ? But I am stood at reception where you work with your computer in front of you yet you are unable to use it to book a blood test but use said computer to sent a txt lknk so I then have to wait for link to my phone and when I do get the link its states the earliest appointment is October the 1st the problem being is today is 22rd of July and I can't receive any medication for my illness until its been confirmed by a blood test in over 3 month's time how is that going to help me get the right medical aid that i need now while im suffering this is a perfect example on how disjointed the nhs as become and is the main reason why your staff feel under pressure and get shouted at because of the above happening on daily basis with little to no commonsense the simple answer would be to re open tettenhall wood to full time and re staffing it so then every one could get a appointment in a reasonable time instead of waiting nearby 3mths for a blood test instead of trying to cram everyone into a already overcrowded surgery that can't cope