Poor service

My wife has cancer and are on a medication schedule. 3 Weeks on and one week off. She should have started with the new cycle yesterday but could not get the medicatio due to Fedhealth's incompetence. I phoned their oncology call centre and was informed yesterday that the Dr needs to submit an new treatment plan. Nothing shows on their system. I talked with the Dr's rooms and was informed that the new treatment plan was submitted on the 3rd of April. I phoned Fedhealth again gave then the reference number received from the Dr. This time, 1 hour later they could find it I was told that they would escalate it to the case manager as urgent. I talked with the Dr's rooms 10 minutes ago and still nothing. Is this how Fedhealth deal with the lives of cancer patients. Is seems their systems does not work and that there is a no care attitude. How is it possible that a new reatment plan submitted on the 3rd of April does not even reflect on the system on the 10th?