"Six months later and my letter was missing again"

I have an illness called Graves’ Disease and I have really been through the mill with it. I thought I was home and dry after my thyroidectomy a few years ago but my eyes started getting really painful a year ago. In June 2014, my GP referred me to see an eye specialist but the letter went missing twice before I got a letter saying I would get an appointment at some stage and a letter would arrive some time before the appointment. In January my GP wrote in again and upon enquiring my letter was missing again. When I was talking to the Secretary I broke down in tears because my eyes were so sore. She immediately got a nurse who went through everything with me and the nurse got me an appointment for two weeks’ time. I was at breaking point and now I'm getting the help I need.