GEMS we are not dr's

Wow again to GEMS. I get chronic medication so my blood pressure and thyroid under control. My dr send me for cholesterol test which GEMS ask me to do each year. Last year it show high but I decided to wait and do another test 6 months later to see if it is rwally high. Now the result is all high except the HdL cholesterol. So the dr's office send it in on Thursday afternoon. Prescription for approval with all blood test from Lancet through. On Monday I hear I need to wait 2 working days, but I got a letter that I don't understand and access card with things on that I didn't understand (use as I am with GEMS) I filed it (can't find it also) indicating they need more info. Why don't they explain to the dr what they need as I don't understand medical things I trust my dr. I phone 5 minutes later to ask if I can get it on acute as my mom is on cholesterol meds and seems dangerous to my heart if it is high and not controlled. After the person helped me (without any more info this time), they will send it again in for approval. This time I need to do nothing except waiting another 2 days. Still knowing if approved or not. It is a PMB condition also not sure how bad for my health and heart without the right meds. My dr was troubled about the results and immediately want me on something, GEMS said it is not urgent or necessary we will disapproved it. Thanks GEMS