"I'm in pain every day"

I was referred to Wishaw General Orthopaedic Dept as I have a bone on bone knee , I’m in excruciating pain every day 

I received confirmation from WG along with forms to be completed, my forms were returned three days after receipt and low and behold I have received a letter from WG today claiming the forms were not returned therefore my name has been removed from their list 

If these forms have gone missing either internally or lost by post office WHY should I be penalised ?

What do I do? Why do I need to investigate? My GP will think I didn’t return forms either 

I’m upset, feel angry and in chronic pain every day