"poor administration"

I attended the muscalo-skeletal clinic on 21 May 2018 after almost four years of wandering around the ACE system and numerous appointments still left me with acute, permanent pain in my sub-scapular shoulder region. I was happy with my appointment and the promise of a referral to an orthopaedist at The Oaks. However, when I rang on 11 June to inquire what was happening, I was told that a referral had been sent to The Oaks on 21 May. I rang The Oaks but they had never heard of me. When I rang ACE back, I was told that the referral would be sent again. When I rang The Oaks today 18 June, they had still never heard of me. When I rang ACE, I was told that the referral had not been (re) sent and that it was necessary to go back to the original consultant to establish whether he still wished this referral to be made. What is going on here?

The person I spoke to at ACE was very apologetic and very kind. However, this seems to me administrative incompetence of the worst kind, if not outright deception. It is hard to believe that a referral letter was ever sent on the 21st May - otherwise a copy could have easily been sent again on 11 June. Why is e-mail not used?

I also expected that my GP would be sent a copy, but there is nothing at all in my records at the practice, not even the appointment of 21 May. I am distressed, angry, and very unhappy. I understand that ACE is 'very busy' but if the staff and administrative procedures are not in place, they should not have this contract.