Useless case management department

Good day,

Please advise on how pre authorizations work with Life hospitals. My mother was hospitalised in Feb, hospital auth was for 10 days, but she was kept for 10 and half,. Medical aid rejected the half day on the basis of not receiving a motivation or request for an extra day on the authorization. We called med aid to query the shortfall and were advised that the hospital case manager should send motivation, we passed this info on to Life Healthcare but no response.

Now the hospital is bombarding my mother with calls threatening and bullying her into paying or finding the Dr for the motivational letter, then what is the ICU Case manager's job if we now have to do that? This is absolute nonsense, can people do their jobs and refrain from victimizing patients.

I also had a complaint about the lack of service and accountability the first day she was brought in. Is this what Life Healthcare stands for? We are both health care workers and know how the process should go, please do not make us take this further.