In hospital patient waiting for MRI approval by medical advisors

Member admitted to hosp on 6 July. Motivation for MRI required as the patient's funds are exhausted. Motivation submitted 15 july and again to case management on 16 july only to receive a reply "case management doesn't deal with radiology requests"! Where is the compassion in this cold hearted response!!!! Phoned and phoned as what is considered norm with Gems, it has been referred to the medical advisor and no outcome yet. All the while the patient is still in hospital!!!!! Such a BIG medical aid with such low standards and service towards their members. Please intervene and expose this lack of compassion and accountability. Gem ***3