Netcare N1 city internal communication flaw

It's been a week since my husband requested that the accounts department of Netcare hospital should confirm with the receptionist if she called for Authorisation, this accounts person emailed Keenan Minrods the reception manager to confirm whether his staff called for Authorisation but he has subsequently not actioned this emailed. Firstly there is a major flaw In netcare n1 city communication. Secondly how did the reception open the file if no Authorisation was given , According to the patients health charter , a patient should be informed in regards to there medical aid/insurance and this was not done .