I have to admit, coming from Sydenham Surgery to Wells Park the first thing that struck me was the sheer size of the operation.
I agree the phone system is a problem, though mainly because of the short window that appointments are up for grabs, and no separate line for enquiries. While the automated system appears to split the calls, its the same people on the same lines answering.

That said I manage without calling the surgery these days, and it is all done online, a huge relief.
I collect my repeats from the local pharmacy, just for ease of being able to walk "next door" if there is an issue.

I sympathise fully though.