"20 minute wait on phone for appointment"

Needed to book an appointment for the STI clinic, got the right number from a website, after 8 minutes waiting on the phone I chose to walk to the clinic whiles still holding. In the 19th minute I got to the clinic reception and the phone answered a few seconds after. The phone number is a central number that does not go through to the clinic direct, so while the clinic admin staff was sitting idle, they could have been answering my call. I believe a 20 min wait will put off many teens needing the service.