Initially a 1-star review to a 4-star

Initially, this was a one-star review as I was extremely disappointed with Lancet Laboratories Call Centre, WeCare and service@lancet.co.za regarding a billing and administrative error that remained unresolved for at least a month and a half.

An incorrect referring doctor was captured on my claim by Lancet Healthworx Oakfields — reflecting a GP in Durban instead of my OBGYN in Johannesburg, as clearly stated on the laboratory form. Despite this being a straightforward administrative correction, Lancet refused to correct it internally and insisted at every turn that I gather documents for them, which was nearly impossible from my side.

Once I asked that the matter simply be corrected internally, all emails that followed from me thereafter were left unanswered. As a pregnant patient (which Lancet staff was aware of), this caused me significant and unnecessary stress for what should have been a simple administrative correction handled internally from the beginning.

I finally got in contact with Melanie from Lancet, who in all honesty was a breath of fresh air and has turned this review from a 1-star into a 4-star experience. It would have been 5 stars, but I am still affected by what I initially went through.

I would like to recognise Melanie for her absolute professionalism, care, and for resolving this matter so swiftly. Something that took her colleagues one and a half months with no resolution took Melanie less than half a day. She responded promptly, confirmed that the corrections were made, and advised that she would personally see the matter through to completion, including handling the submission to my medical aid.

I believe it is important that we take the time to recognise and appreciate individuals like Melanie in the working environment. People like her are what truly make a company. Without employees who show this level of professionalism and accountability, organisations risk losing both trust and revenue.

Melanie, thank you for your assistance and professionalism. I wish you all the best going forward.