PMB Application and general poor service.

I have been blown away with the time it takes for you to answer my calls ( average waiting period 15 mins) and the general lack of help one receives in regards to any queries.

My daughter was born with a con******* heart defect that was confirmed by a paediatric cardiologist. The cardiologist concluded that our daughter needs to be registered as a PMB patient and submitted the application on the 25th of January 2019 but it is still pending. It has been escalated to a team leader when I phoned yesterday but when I phoned your call centre today I was told the team leader will only be in after 11:00 (Ref: ********** Q7VPMF). The issue I have is that my daughter has a potential fatal heart defect and you are taking your royal time to assess the application. I have in my possession the 2nd letter that the cardiologist has written to Fedhealth after the request for a Synergis injection was declined. The letter states that she is in heart failure and that she has secondary pulmonary hypertension. Taking into account that the outcome of this condition is at best a permanent heart condition I fail to understand why this does not receive urgent attention.

To add on to this, I send an application to amend my membership to add my wife on my medical aid but I'm also yet to get confirmation of this( sent on the 31st January). Poor service at best!!

I want Fedhealth to get on top of this issue so that we help her . You coined the frase "Fedhealth family" and in the word "Family" I understand it to be when you have someone you can count on and who shares your problems . As her parents we are are very concerned for Baby Zoey's immediate well being and as our health provider we expect you to live up to your catch phrase and support us in getting her the medical treatment she urgently requires.