Lack of communication from Case Managers at Rosebank Netcare

I am writing to express my deep dissatisfaction with the way my recent hospitalization at Netcare Rosebank was handled, particularly by the case management team Lendy Mokena. I was admitted due to severe headaches and a stiff neck. Given my history of DVT and the fact that I was on Xarelto, the attending physician Dr Gareth Lorge could not perform a lumbar puncture immediately due to the risk of complications. I had to be weaned off Xarelto before the procedure could be done, which extended my stay by 5 days. I was under the impression that Netcare Rosebank’s case managers were actively updating my medical aid regarding my situation. At no point was I informed that there were issues with authorization. Had I known there were problems with the authorization, I would have opted to have the Dr Lorge discharge myself, as I am fully aware of the financial implications. Unfortunately, I only discovered on 21 July, while checking my Discovery Medical Aid tracker that claims were coming from my medical savings, not my hospital benefits. Discovery then informed me that my extended stay was not covered. I immediately called Netcare On the 22nd they were aware they could have had the decency to pick up the phone and inform me. It was up to me still today to do follow ups. I had my physician provide a motivation letter, but my admission was still declined. I have been told to file a dispute with Discovery, yet I am not medically trained I don’t even fully understand the reasons for the denial. On further investigation, numerous phone calls I discovered discrepancies in the ICD-10 codes submitted. Meanwhile, all the healthcare providers involved (Netcare, doctors, etc.) have been paid using my medical savings, self-payment gap, and above-threshold benefits. I am now left with depleted medical cover and additional out-of-pocket costs. There was clearly a breakdown in communication from Netcare's case managers. I feel completely failed by the system and mistreated as a patient. This situation could have been avoided with proper communication, transparency, and responsibility from Netcare's side. I urge Netcare to review this matter seriously. The financial burden I now carry is due to administrative errors and a lack of accountability not my medical condition. As Of today, I have still been trying to follow up with Dr Lorge as well as Lendy and Lee Ann Case managers still I have had no reply. This experince has left a bitter taste in my mouth. I am the one suffering at the moment while the staff at Netcare sit and do nothing. I wonder how many people this happens too