CANCER, NEGLIGENCE, SENIOR MANGEMENT TO GET INVOLVED

I am writing this message on behalf of my mom who recently got diagnosed with breast cancer. About 3 weeks ago my mom was rushed to insert a chemo port and authorization was given for same by Bonitas. Thereafter, the oncology center sent in their management plan to have the chemo treatment approved. We had to follow up ourselves, we also had to push for authorization from the chemo. What we do not understand is how the chemo port was approved by the medical aid without fist having a treatment plan. Partial authorization has now been give save for the most important medication which my mom needs. In the authorization letter it is recommended that we go up a higher plan. So this morning we called the Bonitas call center to enquiry about an upgrade in plan. The assistant was rude and hostile and would not listen to us. We were advise that the it would take one month to upgrade to a new plan and that we would not be able to get treatment before then. The call attendee has acknowledged that Bonitas had made an error in first authorizing the chemo port without a proper chemo plan before hand. My mom is immunodeficient and without anything flowing through the port she runs the risk of many health complications like clots, infections, ect. The events have also affected her physiologically taking into account that she is at her most vulnerable.

We do not know how to go forward because we are not getting any assistance. Due to Bonitas negligence for providing the chemo port without a proper chemo plan we should be placed on the new plan as from tomorrow, 1 April 2022 and make use of the benefits of the new plan. It was Bonitas who recommended we change plan now there is so many excuses.

Surely, cancer is a serious condition and Bonitas can waive the normal protocol. It is also not as if my mom was not previously on Bonitas. We require urgent intervention from management to deal with this matter further on an urgent basis.

Due to the negligence mentioned above, the risk that the chemo port holds if nothing is going through, the phycological effect this is having my mom, if the matter is not sorted, we will have no other option but to report this matter to the medical aid ombudsman, report the contact to the HPCSA and open legal case of medical negligence.

We trust that the above will not be necessary and that senior management will step in and assist. My contact details will be provided for management to call me to discuss as my om is in an extremely emotional state.