Inability to communicate and resolve important issues - Lung Transplant Patient

Inability to communicate and resolve important issues – patient had a bilateral sequential lung transplant at Groote Schuur hospital on the 11th of December 2017. As far as the patient is aware, the lung transplant is a PMB benefit. 100’s of e-mails, letters and motivations was sent to Bonitas before, during and after the transplant. Communicating the need for assistance with the enormous amount of administration and paperwork and claims that accompanies such procedure. The patient has only received a few e-mails from a “no-reply” email stating random facts and making false promises. The patient has not received any kind of assistance from Bonitas / Medscheme to resolve any issues and is referred back to the service provider’s every time. At the moment the patient, whom is still recovering, is receiving final demands, calls from MDB debt collectors and claims rejected letters for NHLS accounts, pathcare accounts, rehabilitation specialist and other transplant related costs. The patient has now on many occasions, had to buy TRANSPLANT medication cash because the medical aid has not sorted out any queries. The patient patently on many occasions asked directly for assistance with no assistance from Bonitas / Medscheme coming to the fore. It is clear that Bonitas does not have the right people nor systems in place to handle a procedure like this. The patient would like to speak to a person first and foremost and then to the same person regarding dealing with issues as they come up, this is not happening.