DISCOVERY HEALTH COMMUNICATION - SPECIFICALLY WITH MEDXPRESS

This is a query I had to log with Discovery Health this afternoon after approximately 2 hours of attempted communication with them. Would love to know whether anybody else has been experiencing same difficulty!

"Dear Sir / Madam,

I need urgent assistant with my MedXpress order.

As you will see from the attached screen grab, I am experiencing difficulty to re-order my prescription.

An initial query for assistance was requested yesterday through Ask Discovery and one was also launched on the website. (Ref Number: ***). I was contacted by a representative this morning and was informed that I should register my mother as a separate entity in order to be able to placed on the system/app. Only after several attempts and phone calls (I used over R50 airtime with Discovery this morning regarding this issue), I was informed by one of your consultants (Madisa) that the username and password should adhere to specific criteria. There is no notes and no indication on the registering details on what the format of a username or password should be, and also not that your password should be above 75 Strong before being accepted.

I have never in my whole life felt so frustrated with poor service and bad communication as I have through my experience with your robotic system and the majority of your staff this morning. It is not user friendly and prior communication from Discovery on the new changes and how to manage it, is totally not existent.

After about 4 attempts to get through to someone at your chronic department. At this stage I was already beyond myself with frustration. After placing a request for assistance yesterday and also about 2 hours on the phone with several people at Discovery today, I was informed by the representative that I spoke to that I had to log another query which will be answered in another 24 hours.

I understand your need to upgrade to the latest technology as well as the challenges you are facing due to COVID, but please, be sure to communicate and have the relevant information in a user friendly format available for your clients. At the end of the day we are not getting this service for free, and we are also struggling to make monthly payments to be members of what is deemed the best medical option in South Africa. All we ask in return is a proper service so that we do not have to spend half a day to try and place an order for medication without any success.

I was also only informed that the original scripts should be mailed to Discovery per registered mail, when I loaded my personal script onto the system 2 days ago. I used to get my medicine through Dischem but was informed that they were not longer handling Medxpress orders. NO COMMUNICATION REGARDING THIS WHATSOEVER FROM DISCOVERY.

Could you please, as a matter of urgency, have one of your most skilled, experienced, patient and friendly representatives contact me at ***. I need telephonic assistance to urgently re-order the same script that was dispatched last month to my Mother who resides at: ...........................

Please note that my mother is in a care facility. And as such does not have access to an email account nor does she possess the ability to navigate the intricacies of your on-line platforms. Furthermore, with the current lockdown restrictions in place, a MedXpress delivery is the only means by which she can receive her medication.

She is in urgent need of her medication, as she has no medicine left.

Please do not hesitate to contact me should you require any further information or assistance. I place myself at your disposal.

Best regards,"