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Gordon S

1 reviews | Active since Nov 2013

18 May 2022, 09:50

Bonita's Response to Complaint relating to DSP "Pharmacy Direct"

Boonitas's DSP "Pharmacy Direct" have left myself and my wife without chronic medication for 5+days now. When sending through a complaint to Bonitas in this regard, Bonitas reply as follow "With reference to your query received, kindly be advised that your query is escalated to Pharmacy Direct management for further assistance. Pharmacy Direct is Bonitas? designated service provider for chronic medication delivery; all queries related to registration/delivery should therefore be directed to Pharmacy Direct."

Bonitas are essentially advising that they have outsourced their responsibility towards their members to ensure timely access to chronic medication. Bonitas forces its members to make use of their DSP “Pharmacy Direct” or a 40% Pay Co-Payments. So its either members are willing to Pay a 40% Co Payment and ensure timely access to their chronic medication or alternatively deal with Pharmacy Direct and accept that Bonitas does not bother to care of the level of service delivery of Pharmacy Direct.

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Replies (2)
Bonitas Medical Fund
Bonitas Medical Fund's reply18 May 2022, 10:00
Official
Hello  Gordon S 

Thank you for notifying us of your complaint. We are so sorry to hear about this, we are glad that you brought this to our attention to resolve.
 
We will investigate this matter.
  
We appreciate your patience while we are resolving this query for you.
 
 Kind Regards

Bonitas Team
GS
Gordon S's update18 May 2022, 10:17
Reviewer Update
Noting the automated response in this matter. I have to however stress that this is unfortunately not the 1st instance of such poor service delivery from Pharmacy Direct. Bonitas unfortunately it seems are more concerned about the cost savings, relating to the use of Pharmacy Direct, and show very little interest in looking after complaints relating to their service provider of choice. I would prefer using my local pharmacy and taking responsibility for ensuring timely access of our chronic medication, but unfortunately cannot afford the additional financial burden 0f 40% Co Payments relating to the cost of these medications. The least I was expecting in this situation was for Bonitas to show interest in being made aware of such horrific service delivery and not refer me back to the service provider with whom I have been dealing with for several weeks now already and have requested on several occasions that the matter be expedited and resolved. Still at the time of writing this, no medication for myself and wife for close to a week now.