Appalled by the service!!

I am APPALLED by the service I received today. I had contacted your GEMS service center on the 15/02/2021 at 4:54pm

I got through to a consultant by the name of Devin, provided him with the details. Explained that we awaiting for nearly a month for them to approve my Moms Chemo treatment, she was diagnosed with stage 4 lung cancer in 2017 & has been on treatment since. As I explained the situation to him about my Mom suffering from Cancer he LAUGHED! I was so shocked at that response after explaining to him what my Mom and family has been going through. Is this the service that we paying for every month??? I work in a service center and that’s NO WAY to treat your clients / patients and just shows they have NO EMPATHY for what you and your family have been going through! It’s disgusting honestly!

On the 5 February a request was sent from the doctors rooms directly to a medical advisor at GEMS. I then called GEMS on the Monday 8/02/2021 to confirm the progress of the case, bare in mind this is the second time we’ve applied for a different Chemo to be approved for my Mom & It’s been nearly 3 weeks and still no feedback???

I spoke to Faranaas on the 15/02/2021 and it was about 5pm. Asked to speak to a Manager and she had said Managers log off at 4pm??? Honestly the service I’ve been getting from GEMS is horrible! It’s very frustrating having to explain the same situation, asking consultants to escalate it, but nothing gets done??? There are peoples lives at stake and they think it’s okay to keep delaying this process?

Can I ask that someone assist and prioritize this???