"lost refferal papers"

I have a hearing check and I was told the I should get a referal for a full check as there is a problem. I was given a form to hand in which I did the same day, I heard nothing and ccotact the Haxby Surgery and waited for a reply 2 weeks later I received a text stating that they could noy find any forms about this. I contacted them again and was told that they were trying to find it. I fail to understand why. Iy was given in at reception the same day and I wacthed the receptionist place it into a tray. This is the second time Haxby have lost referral papers foe me. The last time it was for an operation and I had to get a new referal. At one time the Surgery was one of the best in York but now. The telephone system is bad, the online system is bad. and trying to get an appointment is non exsitent. If you do get an appointment it could send you anywhere except Haxby and that is where I live What has happened