Complaint "None Delivery of Chronic Medication"_Bonitas Member ***

On Thursday, 05 May 2022 I called Pharmacy Direct on *** @ 09:22 following up on the processing of our chronic medications based on the scripts send through on 04 April 2022 to @'***'. On this call I was unfortunately advised that Pharmacy Direct had never received our prescriptions and that I had to re-send the email that I send through on 04 April 2022. I then send through same correspondence including myself and my wife’s chronic scripts to @'***' on 05 May 2022 (please see correspondence attached hereto). On Tuesday 10 May 2022 I again called Pharmacy Direct on *** @ 10:24 and received acknowledgement that the scripts was indeed received and that the processing of these scripts would be expedited. On Thursday 12 May 2022 I again called Pharmacy Direct on *** @ 11:04 and again was promised that the 2 x chronic scripts would be processed on dispatched ASAP (again Expedited) On Friday 13 May 2022 I again called Pharmacy Direct and was told that our medication was at the pharmacy and would only be dispatched after the week. This meant that myself and my wife was left without any chronic medication for the whole weekend. On Monday 16 May 2022 I returned a missed call from Pharmacy Direct, only to be informed that our claims had been reversed based on the conversation that I had on the Friday the 13th May 2022 (during this conversation I requested the consultant have the claims reversed, to allow for us to have the claims processed at our local “Non-DSP Pharmacy. The call with the consultant ended with her not being able to successfully get hold of a Manager on Duty or the Pharmacy to have these claims canceled). We therefore expected the medication to be dispatched by Pharmacy Direct first thing on Monday 16 May 2022 but instead Pharmacy Direct go ahead and cancel the claim on the absis of an request that was meant to enable me and my wife to claim these medactions at our local pharmacy on Friday 13 May 2022 at additional costs to us and to avoid us having to wait.

The above has left myself and my wife without any medication for the past weekend. After being left without medication by Pharmacy Direct, they now also expect us to have these claims processed at a None-DSP and pay the additional Co-Payments.

I have been on a call with Pharmacy Direct for 25minutes this morning with both Ms B Maphosa and F Vilakazi to try and understand the above process and lack of care from Pharmacy Direct towards us as Chronic Patients.

Absolute horrific level of service delivery. How long will we now be left without medication ? At the time of writing this review, me and my wife still have not received our chronic medication from Pharmacy Direct.