Hellopeter
Share Your Experience
pP
pieterp P

1 reviews | Active since Mar 2017

16 Jan 2018, 15:33

Son needs treatment to be able to go on with a normal life, medshield does not think so

My son was diagnosed with Cerebral palsy, I know that it has been removed from the list of pmb, however the way he has gotten it has not been removed, there was negligence from a hospital and now he needs treatment. However medshield are trying everything not to process the pmb forms we send, stating that they are waiting for provider when providers do not receive any feedback. When we phone it is always a battle to find the status of the pmb forms, every time it is a 30min call. if it happened once, sure software and human error, happens 3 times, I am calling that medshield are trying to either buy time, or trying to ignore the forms as a whole. The best part is that they received one form, and sent it back saying they want feedback from doctors, we asked the doctors and they said they will all help with this as we do stand a chance to give my son a normal life, but the doctors never heard anything form medshield. We are at a point were we want to go to any form of news outlet and who ever we can speak with.

0
Replies (7)
Medshield
Medshield's reply16 Jan 2018, 15:50
Official

Good day

With reference to your Hello Peter Complaint received on the 16/01/2018.

Kindly provide us with your membership number in order for us to prioritise the investigation and provide you with a prompt response.

Should you require any further assistance please contact the Medshield Medical Scheme contact centre on ***.

Yours sincerely,

Medshield

Medshield
Medshield's reply18 Jan 2018, 09:30
Official

Good day

With reference to your Hello Peter Complaint received on the 16/01/2018.

Kindly provide us with your membership number in order for us to prioritise the investigation and provide you with a prompt response.

Should you require any further assistance please contact the Medshield Medical Scheme contact centre on ***.

Yours sincerely,

Medshield

Medshield
Medshield's reply19 Jan 2018, 11:06
Official

Good day

With reference to your Hello Peter Complaint received on the 16/01/2018.

As per our telephone conversation ,kindly be advised that your enquiry has been escalated to be prioritised and you will received feedback on ref 180118QKRXS0 as per the enquiry lodged .

pP
pieterp P's update26 Jan 2018, 09:05
Reviewer Update
So after being phoned by Medshield we had to let them know we had to go into their office to actually get some form of response. Here is what Happened: Walk in manager agrees that this whole situation is PMB. Just note, we had to actually go into their office. Anyway, Manager takes it to authorization to get everything approved. And Guess what, we are still waiting, every time we phone we get told the same story, they are waiting for the authorization department. Meanwhile my sons needs to go see his physio, then his Orthopedic surgeon so that we can get him to have some form of normal life. But hey, don't worry, it's with the authorization department
Medshield
Medshield's reply26 Jan 2018, 12:26
Official

Good day

With reference to your Hello Peter Complaint, kindly be advised as follow:

We have been liaising with relevant department for your inquiry to be prioritised.

On behalf of the Scheme, we would like to unreservedly convey our apologies to you for any frustration and inconvenience that you might have experienced as a result of the poor handling of your enquiry. We would further like to provide you with the assurance of Medshield’s commitment to improved service delivery as you as the member is an important partner to our Scheme

pP
pieterp P's update30 Jan 2018, 11:14
Reviewer Update
So here we go again. It seems like at least this time after multiple calls and struggling to get to the correct people you got the form, great. However you only approved 4 sessions of the required 45. So just to make it clear now, to anyone that wants to join your scheme, you guys honestly don't give a flying donkey about the people on your scheme. You did say you will give us 4 sessions yes, after his savings are depleted. it is January, his savings are already almost completed, in June he needs to go for tests to see that his last remaining kidney is functioning as required. We have been struggling with this since November last year. O and then when we wanted to claim you payed the provider again, instead of trying to see what we where trying to claim. Really now, you guys honestly need to get a better document process in place. But in all honesty it seems like you don't want to, because that would mean that you would have to help your members.
Medshield
Medshield's reply30 Jan 2018, 16:14
Official

Good day

With reference to your Hello Peter Complaint received on the 30/01/2018.

As confirmed with our Clinical Risk Department advising that scheme representative from PMB department has contacted you telephonically to advise that the enquiry is still in process,email will be sent to you by PMB regarding the updates.

Should you require any further assistance please contact the Medshield Medical Scheme contact centre on ***.

Yours sincerely,

Medshield