Hospital Making Patients Feel Better or Worse Off?

My girlfriend requested a certain Dr. Kuan of Tung Shin Hospital to fax doc letter to her HR to get guarantee letter (GL) for a follow up treatment tomoro (suspected dengue), but they claimed they dont do it. Patients have to request themselves. Not sure for whatever reason, to save cost of a 20c fax? So gf called HR to prepare GL and she pick it up herself, but I think HR worried rather her being sick come into office, they say she can actually ask the hospital to fax over and they will prepare the GL. Seems simple and more logical way. So again, she requested hospital (Sharifah-not sure correct name) to fax over, but instead of getting help from hospital, she was scolded by a certain staff (could be the nurse of the doc) saying, "We've given you the doc's letter, what more do you want?!" Then she passed the line back to Sharifah. WTF!! What's so hard about faxing one piece of paper over?!! Next thing happened, the hospital called up, "You doing the blood test tomorrow morning? Can you fax over GL by 4.30pm because our office is closing." That was around 3.30pm. I wonder whether they are helping patients to get well or make patients illness worse off, asking patients to go thru such hassle when a simple fax can settle the matter.