Pathetic service.....

My mum is a chronic patient and a member of Bonitas medical aid, she was admitted to hospital and discharged on the 06/03 (Friday), her new prescription and a letter of motivation was sent to Bonitas chronic department on the following Monday (09/03) at 11.03 am. I called in before sending the script and I spoke to Clement who was helpful at the time I expressed how urgent this is as she only had 7 days supply of medication and she couldn't skip a dose. I called in today 4 days later (leaving aside Monday) and I speak to Carol-anne in the chronic dept full of attitude that first tells me thay haven't received the script, when I insist she checks again and says oh yes we have received it but it is with the pharmacist and they have a queue to work with, expressing the urgency again as my mum has a minor stroke and the medication is to control her diabetes, her current glucose readings are 18-25 without the medication....I asked carol-anne to fast track the script and she tells me she can't the pharmacists have a schedule, I refuse to believe that a medical cannot assist a member based on the urgency ..I myself work for a medical and this is not the level of service we provide.