Poor service delivery

I've just had a nightmare experience due to poor service delivery on the part of Pathcare. I was scheduled for a shoulder replacement and as such, I was given a referral form by my Doctor stipulating that I take the Covid-19 test within 48hours from the date of admission. I did as instructed and had the test done within the stipulated period but never received my results. The day before admission I contacted Client Services at Pathcare and asked them to please forward me my results which I was assured would be done as the lab work had been completed but this never happened. The excuse was that no email address had been recorded yet I had completed both the Doctor's referral form and an additional information form at the Pathcare rooms which had all my contact information. I then had to present myself at Admissions with no documentation in hand since Pathcare never sent the information nor do they have any platform to access these results unless you have the necessary clearances. This caused a lot of confusion and unfortunately, the Administration Staff could not access my latest Pathcare results, so they referenced, without my initial knowledge, the previous test results from 3 months ago when I had tested positive. I was then denied access to hospitalisation and told to merely wait for advice from my Doctor. My anxiety about having a shoulder replacement turned into panic as I now feared a repeat of trying to recover from Covid-19 and that I may have exposed other people to this dreadful virus. The most frustrating part was that all of this could have been avoided if only my results were made available as promised. Fortunately, someone with the necessary clearance realized the error by accessing my information and I managed to have the procedure. Now as I lie here reflecting on what should have been standard protocol in terms of pre-admission testing, I feel upset that I had to go through this ordeal purely because someone at Pathcare never captured my information correctly and then they proceeded to disregard the urgency of my requests by just ignoring them.