Gems leaving an elderly member to her own mercy

So my 72 year old mom who is suddenly unable to walk needs to get to a specific hospital as her neurologist needs to admit her, cannot me assisted by Gems ambulance service as its not transportation to the nearest hospital to her location, its a whopping 11km further, did I mention that she is 72 and cant walk? According to their call centre she needs to be transported to the nearest hospital and then transferred to where she needs to be... Did I mention that she is 72 and so weak that she is unable to walk?

Thank you GEMS for the great (not) service and the logic of wanting to pay more to assist a sick elderly member.