Pathetic Service

In November / December 2017, I went to the doctor because of a small lump on my back, which turned out to be a blocked sweat gland. The Fedhealth network doctor advised me that I needed to visit a general surgeon as the lump was too big for him to remove himself.

I contacted Fedhealth and was provided with the details of their network contracted surgeons, from which I selected someone to assist. Between my and the surgeons schedules, I could not see him in 2017, and booked an appointment for 2018.

I met with the surgeon who advised me that I need to be booked into the hospital for the day and he would remove the lump. This was on 30 January 2018. I immediately went downstairs as advised and tried to make the booking for the hospital. The hospital advised me that as they were not on my network plan, I would have a R6,100.00 excess / co payment.

The following day I received a telephone call from Fedhealth responding to a complaint which I had made more than a week prior on their online portal. I explained that recent correspondence from Fedhealth to all it's members had answered my query, but explained the position I was now in... faced with a substantial co payment because I was using a surgeon that Fedhealth had recommended to me. I was advised to email the details to Fedhealth for attention Phindile Hlatukama and they would look into the matter and revert.

On 5 February 2018 I sent the email with all of the information required. I received a system generated acknowledgment. On 8 February 2018 I followed up telephonically and the authorisations knew nothing of my problem. I then emailed Phindile Hlatukama again and again received only a system generated response. On 9 February 2018, we again emailed as we are concerned with the surgery scheduled for 13 February 2018 that we are going to be stuck with the copayment. Again only a system generated response.

We have now had to call the surgeon and the hospital and cancel the booking. As alluded to, this is not the first complaint about poor service from Fedhealth. It appears they couldnt care less about their clients. The lack of feedback and interest in resolving issues speaks volumes for the company! I will advise everyone I know to steer clear of them!!!