No response to emails or telephonic queries for Cancer Procedure

Unbelievable bad service and communication from Fedhealth!

In October of 2021 I was diagnosed with Pancreatic Cancer. After the first treatment of chemotherapy I had a stroke which has affected my ability to swallow. A peg was installed for feeding and medication in theatre in hospital. This has now been in for four months. My oncologist wrote a motivation for the Peg to be replaced with a Mic key as it would be easier and more manageable to use in order to continue the treatment. The procedure would be done as an "out patient" by a registered nurse. The claim for the equipment was submitted by Springbok Pharmacy yet rejected - Fedhealth would pay from "savings" the tube extension but not the actual gastronomic key - which is pointless what's the use of the tube without the key! This procedure is vital in order for me to continue my Cancer treatment - as stated by the oncologist! Today 16/3/22 have just received the following from Fedhealth when trying to follow up - "still with special cases department under review" This is after it was submitted more than 3 weeks ago. I have ***, ***, *** twice with no response. ThIS SHOULD FALL UNDER THE ONCOLOGY BENEFIT REFERENCE NUMBER: 110322Q12ZGK

Furthermore on 22 November 2021 I was admitted to Flora Clinic Emergency Rooms with the above mentioned stroke and thereafter admitted as a patient - I have now been advised that this has not been paid and should come out of "savings" - why? This was a medical emergency and should fall under PMB (901a) - I advised the hospital of this when they called to request payment and advised them to resubmit.

The communication from Fedhealth is appalling to say the least - it is extremely difficult to understand the computerised telephonic system - no response to emails - and the "chat bot" on the Family room is very basic.

Fighting Cancer without being able to swallow is distressing and draining to say the least yet to have to fight your medical aid (which I will admit in the main has been fantastic over the past 10 years) now is extremely upsetting.