POOR CUSTOMER SERVICE - CHRONIC MEDICATION

Good day,

It is with great disappointment and anger that I write this complaint with regards to the service and help we have been given by the GEMS customer care staff (chronic medication team).

Member no: ***

Our daughter, Mia du Plessis, who has been diagnosed with epilepsy and who has been on medication for the last three years, with adjustments made by her neurologist pediatrician, Dr AC Crutchley and was recently admitted to hospital in January 2022, after she had a breakthrough seizure, her medication was adjusted while in hospital by Dr Camilla John, round about 21 February 2022, who telephonically consulted with Dr Crutchley, as he does not consult at Kingsway Hospital. Although the hospital did provide medication while in hospital, these were not the same as what our daughter normally used and was a tablet where her other medication was a dissolving tablet (she has never swallowed any tablets before), thus we used some of her dis-solvable tablets while she was in hospital. After her discharge we had an appointment to see Dr Crutchley who updated her script to the current amounts: 120 x P50 Limicton / 60 x P25 Limicton / 5ml Keppra

Due to the fact that we used some of the medication while in hospital, we were short on medication for February, in March we received the medication earlier (4 March 2022) without any problem and now it seems to be an issue a month later, as apparently according to GEMS consultants we have received more medication than allowed for.

Our very friendly pharmacist at Clicks Kingsburgh has gone out of her way to help us sort this issue out and resolve the problem, but today, once again had a battle from approximately 13:00 on Monday 4 April 2022, being transferred from one consultant to the next, being put on hold for more than 10 minutes at at time, only to be cut off each time. Myself spoke to one of the consultants who told me that it should have been authorized by the hospital and according to the system it would mean we get more medication than we should, and that the block can only be lifted on the 6th of March, although today would have been 30 days already from the last medication received, to which I then asked if I pay for two days medication what assurance do I have that the next month we won't have the same problem, to which she had no reply. Eventually Clarissa asked to speak to a team member (manager) , and was then put through to Katlego, who tried to help best she could and explained that the adjustment had to be authorized in order to be able to process the adjusted amount and was then transferred to Isabel (***) who was extremely rude and not very helpful at all, and once Clarissa had explained the whole situation again to her it was confirmed that she can't help (around 16:33 - three and a half hours later), Clarissa then asked to be transferred back to Katlego (as she was the most helpful out of the bunch of consultants spoken to), and was told that they are not friends and that she can't transfer her back to Katlego.

Clearly none of these staff members understand what the urgency is to have the mediation, as being without the mediation means that our daughter has the chance of getting a seizure and whom of them will then take responsibility for not providing us with the necessary medication or service to avoid this.

Although we haven't had any issues with GEMS before the blatant disregard for proper customer service by the consultants leaves a terrible impression of GEMS. I would have understood if it was 10 days before we had to get the next script, but a mere 2 to 3 days surely can't be such a big deal.

For the period Mia has been on the medication, we have never changed doctors or pharmacies and it is purely the same medication being adjusted by her neurologist pediatrician.

I would like to have a confirmation of the receipt of this post as well as what the steps are that has been taken against the involved consultants and how the issue will be resolved.

Hope to receive your feedback asap, or I will have to take the matter further.

Kind Regards

Wanda du Plessis (Steenkamp)