Poor Service of Medihelp

Good Day My Mother Ms Landsberg was diagnosed with Pancreas Cancer early October 2020. The Dr Van Biljon at Montana Hospital did the initial scan and referred my Mom to Dr Potgieter for a biopsy to confirm that Mom has Cancer. Dr Potgieter confirmed that Mom has Pancreas Cancer Stage 3 and referred Mom to Dr Bouwer at Wilgers Hospital as he is a Oncologist. Mom went to see the Dr at Wilgers and the Treatment was discussed. The Treatment suggested was not on my Moms package yet the Port for the treatment of the Cancer was approved. So the question know is why was the port approved for the necessary Pancreas Cancer Treatment. Monday 09 November 2020 my Mom was admitted to Montana Hosp for the implantation of the Port, after which the treatment was to start on Tuesday 10 November 2020. Between 16h00 and 17H00 I was informed that the treatment was not approved that was supposed to start the following day. My Brother phoned Medihelp on the 10/11/2020 @ 08H10, 08H48, 11H43, trying to get clarity from any one that can assist me with our query. I explained the whole procedure every time I had to phone in again and each time get put thru to a different member. I left messages to be contacted back @ 12H21 and 13H17 I both received phone calls back from Medihelp just to inform me that Medihelps Medical Board need to have a discussion over the matter and will only be able to have such meeting on the 12 November 2020 whereby the notes, minutes and info regarding my Moms case will be addressed. We have not had any feedback on the said day, thus my Brother phoned and tried to get some clarity, 15H32, 16H07, 16H11, 16H13, The last call I was assisted by Anneleen Koen that took my details, mailed the query and even mailed me as well. The last call I was informed that the Oncology Meetings only take place on Friday and that there is no answer for us, and have to wait till the following day. Friday 13 November 2020 my Brother was contacted by Ms Koen that was the only person that phoned back, responded to mails, and if she said she will phone back did at that stage to inform me Not Once did ANY MEMBER of the Oncology Department ever phoned back or responded to my queries. Then my Brother received a mail from the Oncology department on the 13/11/2020 at 15H43 stating (and I quote) the case was discussed by the Clinical committee this morning and the manager referred it back to Icon for clarity, you will be given feedback as soon as it is available, Yet not one single person till that stage from the Oncology department had made contact with us. Ms Koen phoned me and informed me that they will get back to me. 16 November 2020 at 09H01 my brother sent a mail to the Oncology department in which I spoke out how poorly their members is being treated (not just that, my Mom is an employee for Medihelp for 30 plus years) not that that is any consolation. The feedback the response from Oncology is of utmost a disgrace. At 12H03 my brother forwarded the mail again because no feedback was received, stating again that it is the worst treatment we had ever encountered. After the Dr Bouwer assistant Nastasha informed us that the query is currently with the Oncology head department Ms B Hofsta. I forwarded the mails to Ms Hofsta and requested that hopefully she can assist me. Ms Hofsta did phone on the 16/11/2020 at 14H23 stating everything we already know and that the info from Icon was received, BUT the following meeting to discuss the treatment was to be held on the 18 November 2020, after which Ms Hofsta would inform me about the decision that was made. I received the promised phone call on the 18/11/2020 at 15H32 informing me that Moms Pancreas Cancer Treatment was rejected due to the limitless treatments and that the State Hosp does not even give such treatment to any patients. It took Medihelp eight working days to give us no good news at all. Two weeks of no treatment received with a port that has gotten infected and we ended up in the emergency room the eve of the 18/11/2020 so that Mom could receive Antibiotics. I truly feel that Medihelp, one of our so called best medical aids treat their members as they please. While we had to wait for feedback my moms cancer has grown more every day and that her well being could be in danger for waiting too long to get the treatment, my mon is sick, she does not have any energy. In mean while now we are waiting.