Delaying the supply of oxigen unit to elderly terminal patient

<p>There is no cooperation from GEMS, their help desk is totaly useless and cannot resolve a simple request for oxigen that is vital for their member's wellbeing and dignity.</p> <p>We have been trying to get the oxigen since the 20th February. Wehave spend over 8 hours on the phone with their help desk without any outcome.</p> <p>We were told this morning that it may take up to 14 working days this morning to get the authorisation for the equipment.</p> <p>Yesterday we were informed no less than by 3 help desk agents that they have informed their immediate supervissors will call us back, and behold at 16h00 one actualy came back to us saying that she will call us back before close of bussiness yesterday, but this morning we cannot trace the person.</p> <p>Again we were told this morning that someone will call us back, but we still have not received a call from anybody.</p> <p>We just wonder how they believe that one must stop breathing for 21 days and still be alive after that. They have no care for their members. Or do they hope that they patient die shortly so that they do not have to pay for the unit?</p> <p> </p> <p>Below is a cronological review of the events since 20th of March 2017. </p> <p> </p> <p>1. Dr JA van Niekerk was diagnosed with stage 4 pancreatic cancer on the 25th August 2016.</p> <p>2. Dr van Niekerk is a patient of Dr Frank Müller Practice Nr ********** and MP ********** </p> <p>3. On the 20th March 2017 we requested oxygen for home care as Dr Van Niekerk has now reached end-stage of the cancer. The request was done via email and GEMS have acknowledged that they have received the request and motivation that was send to them.</p> <p>4. There reference numbers is follow: MH ********** 1 and MH ********** 7 dated 20th March 2017.</p> <p>5. The oxygen need is urgent as the patient is suffering from severe respiratory complications.</p> <p>6. We have however not received any feedback by the 27th March 2017 and did the follow-up procedure.</p> <p>7. We have made numerous calls to GEMS yesterday to track the process. The following references are noted:</p> <p>a. 27/03/2017 at10h10 – MH ********** 9</p> <p>b. 27/03/2017 at11h25 – MH ********** 1</p> <p>c. 27/03/2017 at 11h35 – MH ********** 7 pp Talisa</p> <p>d. 27/03/2017 at 14h40 – MH ********** 3 pp Sylvia</p> <p>e. 27/03/2017 at15h00 – ********** -1LDBT pp Nosizitho - Oncology</p> <p>8. At about 16h10 Talita Makaluza phoned us from GEMS, who claimed to be a supervisor, stating that she have escalated the problem to senior management as the matter have not been resolved and that she will contact us before close of business yesterday.</p> <p>9. Today at 09h00 we contacted GEMS again to find a resolution and approval for the equipment. We were told that it may take up to 14 days to resolve the matter.</p> <p>10. We have been unable to speak to a more senior manager as they refuse to place us in contact with either a case manager or a senior supervisor.</p> <p>11. It is unspeakable that you could leave a patient without oxygen at this stage of his illness.</p> <p>12. We therefore request urgent intervention from the Ombudsman for the Medical Aid Industry to intervene with this matter, as GEMS are in a serious breach of their responsibility and failure to provide us with the necessary oxygen and equipment for the care of the patient. This is gross violation of their responsibilities to the patient.</p> <p>13. We are in the process of laying ******** charges against GEMS.</p> <p>14. We are also in the process of proceeding to lay charges of medical negligence against GEMS</p> <p>15. We have provided GEMS with all the required documentation as requested.</p> <p>16. We have received very little support from their help desk.</p> <p>17. We have the copies of all documentation provided.</p>