Gems should be collapsed, bad service

i am really disgusted and furious with GEMS, my sister has been in and out of hospital since day 1. Dr's could not diagnose the problem until now.. the current Dr recommended that she gets chronic medication because her condition is getting worse and worse by a day. she spent over a month in hospital with several operations and procedures because of her condition getting worse. we sent a letter to GEMS for authorization of chronic medication a month ago right after she was discharged. its been a month now she doesnt have the medication she needs to have in order for her health to improve. she went back for check and the Dr slammed her for coming back without medication intake told her not to come back until she gets medication coz its pointless to go for checkup if she has not been taking medication. we have exhausted the day to day savings because of this situation. every time we enquire we are told that the file will be escalated and marked as urgent. how urgent is urgent to you GEMS? does she really have to Die for you to take us the customer serious? we are talking chronic conditions here, your turn around time should be not more than 3days. you even refuse us to escalate the issue to higher managemnt. worst service ever!