Extremely poor service

<p>I am utterly disappointed with the way GEMS is handling the chronic medication for my grandmother.</p> <p>She was admitted to hospital around the 4th July 2016 for a week and during her stay she was attended to by among other health practitioners, a physician. Once she was discharged, she went for a follow up check up to Dr Bhula who prescribed some medication for her. The script was sent to GEMS but upon my enquiring about a week later, I was told that I need to send a GP referral letter in order for the medication to be approved . I sent the referral letter on the 1st August and my grandmother has not received medication yet.</p> <p><br />Fast forward to today 17th August, GEMS has not delivered the medication and I'm wondering if this medical aid even considers the fact that it is CHRONIC MEDICATION for an 86year old that is needed for day to day use. I called GEMS today and was told that I need to go back to the GP to get the GP to write the same script that was written by the specialist because the specialist script is not getting authorized. They cannot even explain the reason why that has to be done because she has a referral letter from the GP.<br />This is a total no brainer. Can GEMS please assist speedily with processing medication without giving us the run around or should I escalate this to another higher body?</p>