The Public Servants Association of South Africa (PSA) has slammed the Government Employees Medical Scheme (GEMS)
Image: Pixabay
The Public Servants Association of South Africa (PSA) has slammed the Government Employees Medical Scheme (GEMS) after it suspended face-to-face member servicing and stakeholder engagement for two weeks.
In a statement released to the media on Monday, the union said the move, which GEMS attributed to “hostility and ongoing actions by the union”, was an attempt to avoid accountability amid ongoing complaints from members about poor service.
"The decision by GEMS is irresponsible and represents yet another failure in a long-standing pattern of poor service delivery. Instead of stepping up to resolve members’ concerns, GEMS has chosen to shut its doors, further disadvantaging the public servants whose contributions sustain the Scheme," the union said.
"This situation is exacerbated by ongoing concerns by members regarding unanswered calls, ignored emails, delays in claims processing, and non-responsiveness to urgent medical queries".
The union added that the suspension of face-to-face services would further disadvantage members who rely on direct support.
"Despite members’ reliance on direct support, GEMS opted to withdraw face-to-face services, fully aware that its alternative communication channels are failing. The PSA rejects the insinuation that member frustration, caused by the Scheme’s inefficiencies, constitutes “hostility”. Public servants are entitled to demand accountability, transparency, and the quality of service promised to them".
The union called on the Ministers responsible for Public Service and Administration and Health to intervene.
"Instead of engaging constructively to address systemic service failures, GEMS has chosen avoidance. The PSA demands that GEMS immediately reinstates face-to-face services at all member servicing points".
"The Ministers of Public Service and Administration and Health, must ensure that GEMS withdraw the illogical decision to suspend face-to-face services. GEMS cannot continue taking members’ contributions whilst evading its obligations.
IOL Business