No paying for knee surgery

I am super disappointed in in Fedhealth. My mom is 72 years old and still has to work. She started expiring pain in the knee and went to the prescribed DR. They treated her but the pain got worse and she had to go to a surgeon which indicated that she have to have surgery as she as a tear in her knee. Now the scheme do not want to approve the surgery as it’s an exclusion what the hell she can’t help it. So what is it worth having a hospital plan if you can’t get urgent surgery and it’s affecting her life as she is working as a grade R teacher standing the entire day? This is going to cause her to lose her job. She got all the motivation letters and x-ray results they wanted and now they dragging their feet and she has to live in the unbearable pain. No compassion for their clients