"Poor Communication"

My husband has been recovering from illness for a few months now and asked for a private referral to be arranged. 

I personally chased this a week later to be told it was done the previous week.  I chased again later that week as still no sign of the letter to be told it was showing it was done but could not physically see the letter on screen.  A phone call later we were told it wasn't done and the doctor will sort it.

I rang again (now being 15 days waiting) to be told by a very abrupt member of staff that they cannot disclose any information to me as I am not my husband and all they could say is the letter was done approximately 2 weeks before - to which I said it wasn't as past conversations I have had with the staff confirmed this and how come staff have discussed this with me if I am not allowed to speak with them?

My husband is now having to take time out of his busy work schedule to attempt to ring the surgery and get an answer.

I feel the service at this surgery is just unbelievable, not only trying to get an appointment, waiting up to 15mins just to get through to someone but now this.