The NHS is not broken but pretty damaged by various Government changes. The big issue at the moment is, without trying to make political gain, there has been too many people who have now been accepted on Dr's books. An extra 300k people a year has had a bad affect as anyone could understand.
Add that to a record number of GP vacancies, record number of Doctors short and you have a perfect storm.
Now, usually if your illness is an emergency, then they should see you same day once you get past the receptionists who now seem to see their job is to p*** people off. This will not be with your named GP and as Scott said, if they say no, demand a visit, that usually works.
My GP practice is quite switched on, they do Email consultations, Phone and a triage by phone as well as normal appointments. Yes it is a delay for none urgent, but I have never not got seen when needed.
If you are really unhappy, complain to the CCG for your area through the patient liaison group, or better still get your MP to do it. If everyone wrote to their MP on this there would be action.
It is not just the GP's where there are problems. As you will all know, A&E is flat out, doing the work where patients turn up with minor ills that a chemist would sort, but once again the issue of immigrants cannot be ignored. My Daughter is a Junior Doctor and a family of 10, none English speakers presented at A&E. Once they had got a translator in, they were asked who is the patient, the answer was all of them!!
None had anything that required A&E, but it cost a bundle for a translator as well as wasted time for all concerned.
There is no doubt in my mind that the services we have at present are under threat. We will soon be asked to pay top ups for certain treatments, life saving will be free but things like bunnions will not as you will not die. Same with IVF, Sex Changes. It happened with eye sight and dentistry where we all pay something towards treatment that was totally free in the past.
I would say Mrs Yanto needs to be more demanding and less accepting of shoddy service, we pay enough for it