Desun Hospital And Heart Institute — Unethical behaviour

Address:	Kolkata, West Bengal, 700078
Website:	www.desunhospital.com

Experience at Desun Hospital and Medical Business Centre

I had a bitter experience with this hospital. They claim in their web site as provider of “World Class Business Services”. The truth is they are focusing more on Business than Medical Services. My ailing patient (mother aged 78 yrs) was quickly picked by their 24x7 Ambulance Services when requested at a very reasonable transport rate and was admitted to ICU as per the advice of the RMO at Desun Emergency. As we know that while the patient is admitted customer billing meter continues recording so they remain courteous and at least listen to our requests though they may not be executing them ultimately. The real face of Desun was seen when the patient got discharged and the billing meter stopped. When I requested them for an ambulance to ferry my patient home, I was told that Desun Ambulances were not available and they will call an outside ambulance for Rs 1000/- (Desun Ambulance for the same trip costed Rs 584/-). I tried to bargain on the amount as it looked a bit on higher side but they said that you hire one from outside if you are not ready to shed out Rs 1000/-. I then told them then at least arrange for another helper since the patient has to be taken to 1st floor residence. They told me not to worry as the driver and a helper are good enough to take the patient to 1st floor residence. On reaching my residence, the driver told me to arrange for more people as they will not be able to carry the patient to 1st floor of the building else asked us to help them out. Myself (with back pain) and my sister with enormous difficulty somehow could help them carry my 78 yr old mother to 1st Floor. First thing I could not understand how DESUN vouched for and took the responsibility of service being provided by an outside agency which anyway was not provided to me and second why there is a huge difference in the rates. Is it that the extra money is going through many hands with DESUN ambulance department in nexus with outside ambulances service agencies?

DESUN SHOULD TELL THE CUSTOMERS UPFRONT DURING ADMISSION PREFERABLY THAT THEY MAY NOT BE ABLE TO PROVIDE AMBULANCE SERVICES DURING DISCHARGE AND CUSTOMERS ARE REQUESTED TO MAKE PRIOR ARRANGEMENTS. THEY SHOULD NOT TALK OF E2E CUSTOMER SERVICE WHEN THEY ARE UNABLE TO FULFIL BASIC CUSTOMER NEEDS.