Chronic medication not delivered – ongoing service failures and patient safety concerns

I am a Bonitas member who has been placed on Marara Pharmacy as the Designated Service Provider (DSP) for chronic medication. My chronic medication has not been delivered and the matter has not been treated with the urgency that chronic treatment requires. This complaint is based on my direct experience. I am intentionally not sharing personal information, medical aid details, or medication specifics on this public platform. I can provide the required information privately to Marara Pharmacy and/or Bonitas for verification. Key issues experienced: • Chronic medication not delivered despite repeated follow‑ups • Lack of urgency and inconsistent feedback on when medication will be dispatched • Difficulty reaching support and/or delays in receiving responses • Poor communication that creates uncer*****y and risk for patients who depend on monthly repeats Impact: Chronic medication is essential treatment, not an optional purchase. When medication is delayed or not delivered, it creates avoidable risk to a member’s health and wellbeing. Members should not be forced to repeatedly chase life‑sustaining medication or go without treatment due to preventable service breakdowns. Resolution required: 1) Immediate dispatch of my outstanding chronic medication, with confirmation that it has been processed and a clear delivery confirmation (including tracking information once dispatched). 2) A commitment to reliable monthly repeat processing and delivery, with proactive communication if there are any delays, stock constraints, or co‑payment issues. 3) If Marara Pharmacy cannot meet DSP obligations consistently, Bonitas must provide a workable alternative that protects continuity of care (for example, allowing a return to Pharmacy Direct or another approved solution) without penalising members through co‑payments. I request that Marara Pharmacy and Bonitas treat this as a patient‑safety matter and provide a clear turnaround time for resolution. I am available to share my membership and prescription details privately to support prompt investigation.