Referral process: hoping you die before they have to treat

My father has been waiting for KP to wade through the red tape of referrals, approvals and, finally, ineptitude of its providers to receive a pain injection for his back. He has been unable to lie down for weeks, and is in debilitating pain. Yet, they continue to drag their feet and customer support just responds to my complaint to say that the injection was approved February 19th. No acknowledgment of the fact that it took 2 months to get to this point. My father has had KP for 12 years, and I have been very happy with their service in the past. This, along with a recent shoulder surgery performed by a surgeon with the Three Stooges as an office staff, has changed my opinion entirely.