Viewpoint: Finding a better reception

I read recently of a GP practice in Oakham Rutland that closed its reception due to physical and verbal abuse of its staff by patients who were frustrated at not being able to get an appointment with a GP at the practice. This reminded me of recent incidents when I had an ailing member of my family, I would ring the GP practice each day at exactly 8.00am, to get an appointment as it was only possible to book to see a GP on that day. At exactly 8.00am I would hit the dial button only to find I was 30th in the queue. On one occasion I got cut off when I had reached 10th place. On redialling I got a message that I was back to 30th in the queue but that my call was important, so please hold on.