Well Jacqui if it were me, I'd be outside the doctor's surgery post haste, and ask to speak to her personally. Face to face is the best way to sort these things out, and if everybody keeps cool it should get sorted out. Your only real problem is the secretary I think, sounds like one of those 'Guardian Dragon' type secretaries, that wants to vet everybody personally before they get near the Doc. I really think if you were there in person it might be easier.
Not that far round the M25 from Shepperton to Bromley!
Giok