Apollo Hospital — Inordinate delay in sharing Consultant's Prescription after completing Online Consultation of my mother on[protected]

Address: Delhi, Hyderabad

Dear Sir / Ma'am,

I booked an online consultation with Dr Suresh Kumar Rawat, Sr Con.(Urology) with Indraprastha Apollo
Hospitals, New Delhi on[protected] through 24x7 apollo app for my mother, Mrs Najma Sultana Ansari. The
consultation was held as per schedule i.e on[protected]. However, no prescription was uploaded in the
system. In fact, I had specifically requested the doctor to upload the prescription for my records.

As a result I raised a complaint through the app citing reason - unable to see my Health records.

The first complaint ticket was raised in May'21 which was closed by Apollo without resolution. (Ticket
no : 778170) - see attachment

Thereafter, I raised 2nd complaint in Jul-21 which met the same fate. - see attachment

The callous attitude of Apollo Hospitals has compelled to mark a copy of this complaint letter to PS to
Principal Health Secretary, Delhi Govt.

It is pertinent to mention here that after raising the 1st ticket I received a call from customer care
executive who happened to insinuate that since I had not specifically asked for the prescription from
the doctor it was not uploaded. This is plain mockery of the system and reflects very poorly on the
professionalism expected from an internationally recognised institution like Apollo.

I once again request Apollo to look into my complaint and resolve the issue without further dilly
dallying.

Scan copy of complaint raised, invoice and consultation completion screenshot attached for reference.

Regards,

Shahid Akhtar
S/O Mrs Najma Sultana Ansari