Pathetic assistance for oncology client

<p>To whom it may concern,&nbsp;</p> <p>I am writing this complaint on behalf of my mother, who is an oncology patient and is a member of GEMS Medical Aid.&nbsp;</p> <p>The (lack of) support that my mother has received from GEMS until this day has been appalling - especially since her medical condition is serious and possibly life threatning if she does not receive proper care.&nbsp;</p> <p>There are numerous challenges with the service that she has received thus far; however for this particular complaint, I would like to focus on the following: the delayed authorisation from GEMS for her scheduled biopsy.&nbsp;&nbsp;</p> <p>The most recent situation took place on 3 May 2017. On this day, my mother requested authorisation to have a biopsy administered. After numerous attempts of communicating with GEMS, she received no response w.r.t. the request. Then, finally, on Friday 12 May 2017, she received an email to inform her that the requested authorisation was declined.</p> <p>&nbsp;We then proceeded to contact GEMS urgently. In separate communication with GEMS, we were informed that her application was still pending. It was also clear that the consultants we had liaised with were unclear on the process.&nbsp;</p> <p>&nbsp;This, however, was problematic as the biopsy was scheduled for today, Monday 15 May 2017 of which we had still NOT received a response from GEMS. Also, let it be known that if an appointment is not attended, the client is responsible for the bill. In other words, if a client does NOT attend the appointment, they are still liable to pay for the consultation. And, because of the doctor's busy schedule, it was necessary for my mother to make an early booking - as she had been advised by the medical team. &nbsp;&nbsp;</p> <p>&nbsp;In addition to this, because my mother had only received a late reply to her email (sent on 3 May 2017) some days ago, on 12 May 2017 from GEMS, alternatives could not be created. The response from GEMS was delayed and did not give us time to arrange an alternative . As a result, my mother had missed her appointment today and at present, STILL no communication had been made from GEMS.</p> <p>&nbsp;This type of service from GEMS in unacceptable! It is particularly bad for GEMS clients who are struggling with serious and life threatening diseases! For clients, such as my mother, who suffer from these serious illnesses, this poor quality of service is not needed and it really is the last thing that they should be having to deal with, as it adds to unncessary psychological strain to an already challenging experience. I am therefore disgusted at the service that she had been provided thus far, as an oncology client.</p> <p>&nbsp;Finally, I would also like to mention that this is NOT the first time that she is experiencing this - a delayed response to a request for authorisation. Previously, we also had to place pressure on GEMS to assist her as she had been admitted to hospital and needed to undergone chemotherapy urgently (as her condition was threatening).&nbsp;&nbsp;</p> <p>That being said, I would like for a more senior consultant to make contact a.s.a.p. We would like for this request for authorisation to be addressed urgently. &nbsp;</p> <p>&nbsp;Also, be reminded that if this poor service by any means influences my mother's health in a negative way - and proves to have been avoidable, I will proceed with legal consultation.&nbsp;</p> <p>&nbsp;I do hope to hear from your offices soon, without further delay. I also hope that this issue can be attended to before Wednesday.&nbsp;&nbsp;</p> <p>&nbsp;</p>