Discovery Health
Authorisations Standards Department

Wednesday 23/10 12:00 I called for an auth no, Wendy told me its referred to Standards Dept and takes 8 working hrs I must call 24/10 at 12:00. On 24/10 12:00 I spoke to Jody and was said to call back after 14:00, at 14:11 I called and spoke to Samantha. 24/10 15:38 I spoke to Lizwe. 25/10 7:42 I spoke to Debbie . 25/10 9:27 I spoke to Melody which informed me that a form is sent to Dr. Dr faxed forms back. I spoke to Robin at 14:18 where they still didn't indexed the forms on the system. I then called at 16:02 and spoke to Melody again where the form was still not indexed and I still didn't get an auth no or just a NO we not paying for it. The standards department took exactly 13 hours to send a form to the drs where their response time is actually 8 hrs. I was told that they will get the form on Monday morning and again take 8 hrs to review it. The operation is scheduled for Monday 7:00, which cant be done now due to departments not following their correct time process. All the staff above was helpful and tried, but the standards dept just don't care. I've been with Discovery since 2003 and never had a problem until I moved to my own plan. Shocking

Company: Discovery Health
Country: South Africa
City: Gauteng

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