LANCET - MISREPRESENTATION BY EMPLOYEE

My name is Sudhashna and I am 42 years old. I have recently been diagnosed (26.09.2023) with early stage breast cancer.

I am scheduled for a mastectomy on Tuesday 10th October 2023 at Westville Hospital.

Prior to my biopsy at Chatsmed Garden Hospital which was a day procedure so no admission required and was paid for by Discovery Medical Aid, I ensured that I called the LANCET Histology call center to confirm a cash payment amount for the testing of the tissue being removed. I did this as after consulting my medical aid I was told that this pathology testing was not covered.

I subsequently received a cash payment cost and my husband was happy to pay this on the day of the biopsy as we were anxious to know the results and not hinder the process.

After the biopsy procedure was completed (20.09.2023) we waited at the radiologist’s rooms to accompany the representative from LANCET so that we could effect immediate payment as per the quote received. When my husband approached the lady collecting the samples at the radiologist’s rooms - a lancet representative, he explained to her that he would like to accompany her to make payment as the specimen package would have the necessary details. She asked my husband about the medical aid plan we were on and he stated to her that we were on a purely hospital plan with no day to day or savings benefits and that we had consulted our Medical Aid and they stated that this was not covered. At this point my husband asked me to join him at the reception counter and I reaffirmed what my husband had stated as I am the main member and I had called the medical aid. I further stated to her that I called the Lancet Histology call center and obtained a quotation from them of R 1110.00 for a cash payment.

She stated categorically that they have claimed on this plan consistently and that she will put it through medical aid. We then thanked her for her kind advice and parted. We subsequently checked on our medical aid portal a few days later if all bills relating to the biopsy were submitted and what the payment status was. We were very surprised to see that the bill for LANCET (TRADING AS MAUFF AC AND PARTNERS) was rejected with the code below and the ensuing reason: The bill was for R5735.10 compared to the cash quote we received for R1110.00

Reason code and description 273: We have not paid the amount claimed because you do not have a Medical Savings Account. Please pay your healthcare provider the outstanding amount if you have not already done so. Discovery We immediately contacted the Lancet call center and spoke to Masingita (call ref: Masingita 0210) and explained to her the situation. She stated that since the amount has been billed as a medical aid payment, she could not do anything further and that for the cash amount quoted to be valid we needed to pay within 24 hrs. of the procedure. We were told that we would have to pay the R5735.10. I explained to her the conversation that transpired and regretfully she could not assist other than offer a 15% discount on the R5735.10 AMOUNT valid for 7 days.

On Tuesday 03rd October while at Westville Hospital I met with a representative from Lancet Laboratories to whom we explained our situation. She then called the Lancet accounts department and spoke to Azayo. My husband also spoke to Azayo and explained the sequence of events to him. Ultimately it was suggested by him that this issue needs to be escalated.

On Thursday 05th October we called Lancet call center to check if our complaint had in fact been escalated and Lorraine (accounts rep) stated that there was no record of our complaint being escalated and advised us to go to Chatsmed Garden Hospital and meet with the Lancet manager- Shannon.

We then met with Shannon and explained our situation to her. My husband then went down to the radiology department and took a photo of the Lancet employee’s signature who signed for my tumor specimen and who had advised us. When he showed Shannon this signature, she took my husband's phone into the office as we were not allowed into the facility and when she came back, she stated that the employee was not supposed to have given us that advice and that she needed to be disciplined.

Shannon then stated that the bill was so high as they had to run more tests, and that's when my husband asked her not to embarrass herself and ourselves as we had already determined that no further tests were run and we had the complete test results with us. She was then visibly embarrassed and apologized to us and said that she will get back to us. I then gave my cellphone number as well as my email address to her. This was on Thursday 05.10.2023 and as of writing this message no response has been received or contact made with us.

I want to pay my bill and have been asking Lancet to bill me for the R1110.00 and I will gladly pay that amount. I really shudder to think how patients who do not understand fully are being misled or taken advantage of and then thrown a bone in the form of a discount and still end up paying a higher amount. Heaven knows what else could be unearthed if we investigate and ask the public for comment and their experience.

We have had no one assigned to our complaint and no one is getting back to us.

*** is the number we have called in all our communications - Lancet Head Office in JHB

All I am asking is for Lancet to invoice me for the R1110.00 which I will gladly pay. I am going to be losing a breast and will have to deal with that. I certainly do not want to have the Lancet issue which is of no fault of mine to be another axe hanging over my head.

Lancet, please advise on this forum as I will continue posting my interactions and that of Lancet’s on this forum. I want a solution and not to be redirected to a call center or some other *********** person.