[Resolved]  Fortis Healthcare — Complaint regarding the behavior done to the patient

Address: Fortis Hospital, Mohali ( Punjab )

Respected Sir / Ma’am
With due respect, I Dr Kajal Sharma daughter of patient Sh. Vinod Kumar Sharma ( UHID No.[protected] want to register a complaint against the management of your hospital ( Fortis, Mohali ) regarding the insensible behavior of the hospital staff on the basis of series of events which occurred as on 8th April 2023 which are as follows :

The patient went on 7th April 2023 for the follow up check up under Dr Mukesh Vats ( Empanelled Consultant Eye and Retina specialist ).
The patient was diagnosed with macular edema and was planned for intravitreal injection (Accentrix ) and day care admission for 8th April 2023
1. The patient was asked to come at 11:00am on 8th April and was informed that after the allotment of the bed and other formalities the procedure will be done. Availability of the bed was confirmed by doctor’s assistant Ms. Nisha at around 9.45am in the morning on a phone call.
2. The patient wasn’t pre-informed that there is no bed facility available and was misleaded as they were repeatedly told by the staff that they will get it in some time. So the patient was told to get the procedure done without making the necessary facilities available to the patient.
3. The procedure was done at around 2.15pm and the patient didn’t get the bed even after approx 5 hours, So the patient had to spend the whole post procedural time on a couch (in the name of day care)
4. The patient was kept for observation but nobody came for the post procedural follow up and then after asking multiple times about the formalities and discharge of the patient the staff was ignorant, non cooperative and misbehaved saying we don’t know anything when you can take your patient home it can 10pm or 11pm in the night
5. Finally when they agreed to discharge him but denied to give the treatment chart prescribed by the doctor and asked them to go to the doctor’s opd for that, knowingly that the opd hours are already over the doctor had left. After some arguements finally they provided us with the photocopy of treatment chart.
6. Even if there were some technical issues where the hospital could not provide us with necessary documents at that moment, there must have been some alternative option other than harassing the patient unnecessarily.
7. We even asked for the OCT report repeatedly, the test which was done on 07 April 2023 but the Doctor’s assistant Ms Nisha denied to provide us the report of the same saying the diagnosis is mentioned on the prescription page of the doctor already and we don’t give the reports to the patient. Transparency has to be there and getting the reports are the rights of the patient.

We come to fortis to sought personalised care in lieu of the hefty amount that we pay, but this kind of service on the part of fortis is highly irresponsible and unethical . We would rather sort treatment at some other institution who know how to care for their patients and attendants as well.
Keeping a patient waiting on the couch for 4-5 hours post procedure is not at all acceptable. If no bed was available we should have been told before hand, we could have deferred the procedure till next appointment but we were misled and our patient had to undergo unnecessary harassment. Kindly look into the matter .

Also the bed charges must not be included in the bill as the patient had spend the whole time sitting on the couch only.

After yesterday we have completely lost our faith in the institution and would sort treatment at some other place who have ethical conduct and compassion at the same time .

Anticipating for the reply and hoping that you will take this matter seriously and would take necessary action against such kind of misconduct.

Thank you
Yours sincerely
Dr. Kajal Sharma