HJ
Helen J
1 reviews | Active since Jul 2021
29 Feb 2024, 15:42
Worst Medical Aid
There should be a zero option. Worst medical aid ever. I app**** for hospital authorisatiion last week Thursday and sent the GP's required letter at 08h00 Monday (even though Bestmed on Thursday had all the MRI reports which proves it isn't a precondition) 26 Feb to be admitted to hospital on 1 March. It is now 15h30 on 29 Feb and I have had to cancel my op as I have no authorisation code. I have made several phone calls only to be told the stock answer it's with the medical advisor and they have no feedback and the turnaround time is 72 hours......well that ended at 08h00 this morning. I got told by their staff when I got angry and asked to be transferred to someone senior, that I clearly don't understand how medical aids work!!! She then told me no one will take my call as senior people don't speak to members.
Nobody makes any effort to get it processed faster. Surely when u know the date of admission you get the authorisation done at least a day before that date, irrelevant of Bestmeds turnaround time, which clearly is irrelevant anyway as I am still waiting.
Discovery may cost more, but the service you get is incredible. You pay what you get as clearly reflected by Bestmed!!! I haven't met one health professional that has anything nice to say about Bestmed which is a clear indication how bad it is
Helpful (0)
Replies (8)0
Replies (8)HJ
Helen J's updateReviewer Update
01 Mar 2024, 12:22So I sent an email as requested to *** at 10h00 today. It is 12h20 and I have had no acknowledgement of my email nor any further information regarding my hospital authorization so after cancelling my much needed surgery today due to Bestmeds incompetence, I am no closer to having my surgery. I am now going to report this to the medical aid Ombudsman as clearly Bestmed do not have anyone's medical health in their best interest. They claim their turnaround time is 24 to 72 hours well we are now way past 72 hours and there is dead silence from Bestmed. Anybody looking at changing medical aids, stay away from Bestmed
HJ
Helen J's update01 Mar 2024, 12:22
Reviewer Update
So I sent an email as requested to *** at 10h00 today. It is 12h20 and I have had no acknowledgement of my email nor any further information regarding my hospital authorization so after cancelling my much needed surgery today due to Bestmeds incompetence, I am no closer to having my surgery. I am now going to report this to the medical aid Ombudsman as clearly Bestmed do not have anyone's medical health in their best interest. They claim their turnaround time is 24 to 72 hours well we are now way past 72 hours and there is dead silence from Bestmed. Anybody looking at changing medical aids, stay away from Bestmed
Bestmed Medical Scheme's replyOfficial
01 Mar 2024, 12:46Dear Helen
We sincerely apologize for the delay in processing your hospital authorization request. We understand the importance of timely access to medical care, and we regret any inconvenience this delay may have caused you.
Please be assured that we have escalated your case to our hospital authorization supervisor for urgent attention. They will be working diligently to provide you with feedback as soon as possible.
Regards
Nondumiso
We sincerely apologize for the delay in processing your hospital authorization request. We understand the importance of timely access to medical care, and we regret any inconvenience this delay may have caused you.
Please be assured that we have escalated your case to our hospital authorization supervisor for urgent attention. They will be working diligently to provide you with feedback as soon as possible.
Regards
Nondumiso
Bestmed Medical Scheme's reply01 Mar 2024, 12:46
Official
Dear Helen
We sincerely apologize for the delay in processing your hospital authorization request. We understand the importance of timely access to medical care, and we regret any inconvenience this delay may have caused you.
Please be assured that we have escalated your case to our hospital authorization supervisor for urgent attention. They will be working diligently to provide you with feedback as soon as possible.
Regards
Nondumiso
We sincerely apologize for the delay in processing your hospital authorization request. We understand the importance of timely access to medical care, and we regret any inconvenience this delay may have caused you.
Please be assured that we have escalated your case to our hospital authorization supervisor for urgent attention. They will be working diligently to provide you with feedback as soon as possible.
Regards
Nondumiso
Bestmed Medical Scheme's replyOfficial
01 Mar 2024, 13:12Dear Helen
We sincerely apologize for the treatment you experienced with our service. Providing exceptional service is our utmost priority, and we regret any inconvenience or dissatisfaction caused.
Please be assured that we are actively addressing the issues you encountered to prevent similar incidents from occurring in the future. Your feedback is invaluable to us, and we are taking the necessary steps to improve our service standards.
Regarding your case, we recently sent you an email requesting confirmation of when the problem started (month and year). Please send this information to *** at your earliest convenience.
Regards
Nondumiso
We sincerely apologize for the treatment you experienced with our service. Providing exceptional service is our utmost priority, and we regret any inconvenience or dissatisfaction caused.
Please be assured that we are actively addressing the issues you encountered to prevent similar incidents from occurring in the future. Your feedback is invaluable to us, and we are taking the necessary steps to improve our service standards.
Regarding your case, we recently sent you an email requesting confirmation of when the problem started (month and year). Please send this information to *** at your earliest convenience.
Regards
Nondumiso
Bestmed Medical Scheme's reply01 Mar 2024, 13:12
Official
Dear Helen
We sincerely apologize for the treatment you experienced with our service. Providing exceptional service is our utmost priority, and we regret any inconvenience or dissatisfaction caused.
Please be assured that we are actively addressing the issues you encountered to prevent similar incidents from occurring in the future. Your feedback is invaluable to us, and we are taking the necessary steps to improve our service standards.
Regarding your case, we recently sent you an email requesting confirmation of when the problem started (month and year). Please send this information to *** at your earliest convenience.
Regards
Nondumiso
We sincerely apologize for the treatment you experienced with our service. Providing exceptional service is our utmost priority, and we regret any inconvenience or dissatisfaction caused.
Please be assured that we are actively addressing the issues you encountered to prevent similar incidents from occurring in the future. Your feedback is invaluable to us, and we are taking the necessary steps to improve our service standards.
Regarding your case, we recently sent you an email requesting confirmation of when the problem started (month and year). Please send this information to *** at your earliest convenience.
Regards
Nondumiso
HJ
Helen J's updateReviewer Update
01 Mar 2024, 13:34Nondumiso
I haven't had your email and if you look at the MRI etc reports that were attached to my email they will have the dates. I was supposed to go in last year for the surgery and if you look at the correspondence I couldn't as Dr Human had a very bad accident and he couldn't write the motivation letter Bestmed wanted. My health is affected by this. I have never had such bad service in my life from anywhere.
I haven't had your email and if you look at the MRI etc reports that were attached to my email they will have the dates. I was supposed to go in last year for the surgery and if you look at the correspondence I couldn't as Dr Human had a very bad accident and he couldn't write the motivation letter Bestmed wanted. My health is affected by this. I have never had such bad service in my life from anywhere.
HJ
Helen J's update01 Mar 2024, 13:34
Reviewer Update
Nondumiso
I haven't had your email and if you look at the MRI etc reports that were attached to my email they will have the dates. I was supposed to go in last year for the surgery and if you look at the correspondence I couldn't as Dr Human had a very bad accident and he couldn't write the motivation letter Bestmed wanted. My health is affected by this. I have never had such bad service in my life from anywhere.
I haven't had your email and if you look at the MRI etc reports that were attached to my email they will have the dates. I was supposed to go in last year for the surgery and if you look at the correspondence I couldn't as Dr Human had a very bad accident and he couldn't write the motivation letter Bestmed wanted. My health is affected by this. I have never had such bad service in my life from anywhere.
HJ
Helen J's updateReviewer Update
01 Mar 2024, 13:39I actually can't believe I have been asked to advise Bestmed of the dates this issue started. Surely the dates of the MRI, Sonar, Xray reports that were included on my email with my initial request for authorization tells them when it started. As I said nobody goes out of their way to help you as the patient.
HJ
Helen J's update01 Mar 2024, 13:39
Reviewer Update
I actually can't believe I have been asked to advise Bestmed of the dates this issue started. Surely the dates of the MRI, Sonar, Xray reports that were included on my email with my initial request for authorization tells them when it started. As I said nobody goes out of their way to help you as the patient.
HJ
Helen J's updateReviewer Update
04 Mar 2024, 15:08So Bestmed keeps saying high quality service is of paramount importance to them. Really. I am still waiting to get my authorisation for my operation and I have heard nothing from anybody since Friday afternoon. I am now going to your CEO and the Ombudsman as you are causing my family stress and loss of income due to your inefficiency. Thursday will be 2 weeks since u had my request for authorisation.
HJ
Helen J's update04 Mar 2024, 15:08
Reviewer Update
So Bestmed keeps saying high quality service is of paramount importance to them. Really. I am still waiting to get my authorisation for my operation and I have heard nothing from anybody since Friday afternoon. I am now going to your CEO and the Ombudsman as you are causing my family stress and loss of income due to your inefficiency. Thursday will be 2 weeks since u had my request for authorisation.
Bestmed Medical Scheme's replyOfficial
06 Mar 2024, 09:44Dear Helen
Please be advised that authorization has been granted, and I have emailed you the confirmation.
Regards
Nondumiso
Please be advised that authorization has been granted, and I have emailed you the confirmation.
Regards
Nondumiso
Bestmed Medical Scheme's reply06 Mar 2024, 09:44
Official
Dear Helen
Please be advised that authorization has been granted, and I have emailed you the confirmation.
Regards
Nondumiso
Please be advised that authorization has been granted, and I have emailed you the confirmation.
Regards
Nondumiso
Bestmed Medical Scheme's replyOfficial
11 Mar 2024, 07:51Dear Helen
We are pleased to inform you that your enquiry has been resolved. Just to provide context to the delay surrounding your enquiry:
During November 2023 you requested authorisation upon which the Scheme in turn requested specific information which was not received at that time.
During February/March 2024 you again requested the same authorisation upon which the Scheme again requested specific information which again was not provided to the Scheme despite multiple attempts. The reluctance to share the information with the Scheme was the root cause for the delay in finalising your request for authorisation.
As a responsible medical scheme, we have an obligation to all our members to protect their interests from undue risk. When considering an authorisation request for our member, the Scheme must be able to substantiate that our member is indeed eligible to receive the authorisation and that we have substantive reason for providing authorisation. For this reason, the Scheme will at times and in certain cases request very specific information. In the event that the Scheme encounters reluctance from the requestor to provide such information, we must then either seek such information elsewhere, wait until we finally receive the requested specific information, or apply alternative risk management factors.
While the Scheme regrettably was not afforded your co-operation in this matter during the past 4-5 months, we are glad that our perseverance towards a solution for you to obtain your requested benefits could finally result in the Scheme providing you with authorisation.
Being a fairly new member with Bestmed Medical Scheme, we herewith also wish to remind you to fami****ise yourself with the Scheme Rules and the obligations imposed also upon you in terms of the Rules and the Medical Schemes Act, and to ensure you obtain maximum benefits from your chosen benefit option by making use of amongst others our Designated Service Providers, Preventative Benefits, and wellness program. Such information is obtainable through your Bestmed App, your online web-profile, or by contacting the Scheme if you are unsure of anything.
Regards
Nondumiso
Regards
Nondumiso
Bestmed Medical Scheme's reply11 Mar 2024, 07:51
Official
Dear Helen
We are pleased to inform you that your enquiry has been resolved. Just to provide context to the delay surrounding your enquiry:
During November 2023 you requested authorisation upon which the Scheme in turn requested specific information which was not received at that time.
During February/March 2024 you again requested the same authorisation upon which the Scheme again requested specific information which again was not provided to the Scheme despite multiple attempts. The reluctance to share the information with the Scheme was the root cause for the delay in finalising your request for authorisation.
As a responsible medical scheme, we have an obligation to all our members to protect their interests from undue risk. When considering an authorisation request for our member, the Scheme must be able to substantiate that our member is indeed eligible to receive the authorisation and that we have substantive reason for providing authorisation. For this reason, the Scheme will at times and in certain cases request very specific information. In the event that the Scheme encounters reluctance from the requestor to provide such information, we must then either seek such information elsewhere, wait until we finally receive the requested specific information, or apply alternative risk management factors.
While the Scheme regrettably was not afforded your co-operation in this matter during the past 4-5 months, we are glad that our perseverance towards a solution for you to obtain your requested benefits could finally result in the Scheme providing you with authorisation.
Being a fairly new member with Bestmed Medical Scheme, we herewith also wish to remind you to fami****ise yourself with the Scheme Rules and the obligations imposed also upon you in terms of the Rules and the Medical Schemes Act, and to ensure you obtain maximum benefits from your chosen benefit option by making use of amongst others our Designated Service Providers, Preventative Benefits, and wellness program. Such information is obtainable through your Bestmed App, your online web-profile, or by contacting the Scheme if you are unsure of anything.
Regards
Nondumiso
Regards
Nondumiso