A month wait for authorisation code, for a client that requires to see a specialist urgently

Requested for an authorisation code 2 and half weeks ago .Upon checking with the specialist a day before my schedule appointment if everything was in order, I had discovered that my authorisation code was not provided..after multiple calls to discovery and my GP , the outcome was that the forensics team had required more documentation, as they had assumed it was a possible cancer diagnosis.. How is a forensics team member not able to read scans accurately is beyond me ..

I expressed that I need to have this matter escalated as I need this authorisation code for the appointment tomorrow. The response I got was shocking , I still need to wait 4 days for the forensics team. This very same team that weren't able to read my scans accurately and has now caused me not being able to make my appointment tomorrow.

Keep in mind that I had to book this appointment almost 3 weeks ago due to the limited availability on gynae appointments.

The 2 agents that I spoke to had no sense of empathy or urgency despite me explaining the amount of pain I'm in and the seriousness of my condition..

The question remains, if the client had followed the right protocol in terms of acquiring an authorisation code and if the service provider is at fault shouldn't the client issue be a high priority. Don't you as provider have measures in place, for issues that your team cause to a client..

Now I am supposed to wait another 3 weeks to see a gynae in my condition.