"Worrying and upsetting"

What could be improved

I have been calling the medical secretaries over the course of the last month as a referral letter from my doctors surgery was urgently faxed over to the gynocology department. Every time i call I am told that the letter has not yet been reviewed and that someone will call me back. I have never been called back and then I call again and am told my letter has still not been reviwed. I called on Friday last week and was told I would receive a call on Monday. This did not happen. I have been trying to call over the last few days, as has my doctors surgery and I still have not heard anything. I don't understand how a letter can be sent urgently and not reviewed for a month. I also do not understand why I am being told that someone will get back to me when they don't. I'm not sure if it is understood that a leverl of pastoral care should be provided here and how worrying this situation is for a patient. I feel I have no control over this system and do not know where I stand in getting this sorted.