This practice, at the point of delivery, to the patient, is shambolic.If you want an appointment you first have to convince a receptionist, who is not a medical person,  that you need one. The current day is always fully booked. The receptionist tells you you can book online from 6am, but be sure to be prompt or all appointments will be taken. You may get a phone appointment for later that day, or maybe the next day. If this fails, the phone lines open at 8.0 am. Again be prompt or all appointments will be gone. Waiting times for answering the phone are up to an hour. They used to tell you your number in the queue, ie 97 or 103, but now they don’t. You cannot book future appointments. Alternatively you can turn up at 8am and join a queue which is in the open air, no shelter, and wait. If successful you may be offered a phone appointment with a nurse. If you wait in to receive the call and it doesn’t come you have wasted a day. It appears doctors don’t speak to patients any more.You order repeat prescriptions online. If you don’t have the equipment I dont know what you do. Then you wait for a text from the pharmacy to say it’s ready. Or you get a text from the surgery to say you need to be reviewed by a doctor. Having no alternative you ask for this. Eventually a doctor phones,  authorises it, and you wait. Eventually you realise it’s not coming. You check the pharmacy. They say the surgery haven’t requested it. You phone the surgery … response time around about an hour .. they deny all knowledge then say it’s not been entered on the system. They say they will ask the doctor to authorise it, and you wait for the pharmacy to text. Eventually, maybe 2-3 days later, you realise they’re not going to. You start again.My prescription is for an anti- depressant. My husband is losing his sight and we have numerous appointments with consultants, RNIB, etc. I am trying to get a consultation because I think I may have diabetes. I can’t get the citalopram. The pharmacy does not carry diabetes tests. I can’t go to another practice because this one has a monopoly .. they own, or run, all the NHS practices in a Sutton Coldfield.Apparently 50,000 patients are experiencing this at-point-of-delivery shambles.Thus situation does not appear to be the fault of the pandemic. It seems to be caused by an over large practice and a truly spectacularly incompetent system. Individual people are great. The person who decided that this system was fit for purpose should be made to use it themselves, along with their family and sick relatives.