Fortis Hospital Mulund — PATIENT GRIEVANCE - HARRASMENT

Address:

Mumbai City, Maharashtra

the below incidences which took place with me yesterday i.e. 4th May 2015 EVENTS OCCURRED AS MENTIONED BELOW ON 4th May 2015 – DISCHARGE DAY! MORNING: 10:30 – 10:45 am – Dr Naresh C Mehta approved the discharge for the patient (self, Mrs Shubhangi Rane) 11:00 – 12:00 – Sister Nimisha (5th Floor sister station), collated all discharge papers and forwarded them to the discharge department on ground level. 12:00 – Patient informed by sister that for a cashless insurance process it takes approximately 3 to 4 hours post the discharge papers are sent down to the discharge department. 12:00 – 14:00 – Patient and attendant’s waiting in the room 14:15 – Patient herself steps down to the ground floor to visit the discharge department to check on billing status where she is informed by the lady at the counter stating that they haven’t received the documents yet from the 5th floor sister ward. Later which were then said to be misplaced by the discharge department. Patient then calls Ms Manisha (patient care dept.) and narrates the issue faced. With the intervention of Ms Manisha patient discharge papers (duplicate copy) was resent by the 5th floor sister to the discharge dept. 14:57 – 1st email sent by TPA Mulund Fortis to (mayur.[protected]@remedinet.com) DISCHARGE – FB DS – SHUBHANGI RANE – CCN – 1138909 & patient AGAIN informed to wait for another 3 to 4 hours till the time response for the medi assist towards final clearance is received. 15:00 – 18:00 – Patient and attendant’s waiting in the room 18:00 – 18:15 – Patient again herself steps down to the discharge dept, this time accompanied by a security officer from 5th floor, again on checking with the lady at the discharge desk is informed, that it will take another 15 to 20 mins for the response form the medi assist company. 15 to 20 mins was not a long time hence the patient informed the attendant to vacate the room and come down to the discharge room with all the belongings. 18:30 – patient again checks on the status, now being informed that it will still take additional time. 18:30 – 18:40 – A lady walks out of a CABIN situated within the discharge room, patient checks with the discharge counter assistant on who that lady is. The Patient is now informed stating that the lady sitting in the cabin all this while holds authority for such insurance cases. The patient then explains the entire drama to that lady, and this time AUTHORITATIVELY this lady AGAIN askes for MAXIMUM HALF HOUR for the final decision, and walks off with the final bill and papers with her. 18:30 – 19:15 – patient and attendant keep waiting in the discharge room waiting for this lady to come back. 19:15 – patient again checks on the status and ask the discharge room attendant on where that lady was? To the patients surprise, the patient is now informed that the lady had left for the day. Patient gets disturbed and asks on what is the FINAL outcome, on which the discharge desk attendant (seated on the table right next to the entry gate of the discharge room, comments and asks Mr Brijesh Dubey (here by referred as BRIJESH) another discharge room attendant to prepare an undertaking letter) HERE THE DRAMA STARTS!!! Brijesh, already engaged in some work grins over this additional responsibility given to him and shows negligence towards the patient who has now been waiting for MORE THAN 10 hours in the hospital post discharge announced by the treating doctor. Patient requests Brijesh to get the undertaking letter ready, his response QUOTE Brijesh - “udhar se utho aur photo id idhar mere pass lake do” Patient – “tu letter toh bana ID dete hain” Brijesh – “dekhta hun main aajj, tumko discharge kaun deta hai” Patient – LOOSING PATIENCE now, walks out from the discharge room stating that it has been high time we have waited for the papers to arrive! The patient and attendant walk off towards the main door of the hospital entry, where now there is a LOCK DOWN by the security as they feared the patient would run away without clearing dues. AT THE HOSPITAL POACH – One of the security guard handles the patient and the attendant empathising with their situation and pacifies them as he looks on to the patients’ health again detoriating. Post which patients attendant (relation – daughter) walks back to the discharge room with the ID card copy of the patient and walk straight to Brijesh, stating Patient Daughter - QUOTE “ if anything goes wrong with my mother, then the responsibility is yours, take this ID and get going with the formalities” Brijesh – Quote “ I am not her to take this from you, “kaun hai re … uski maaa ki… dekhta hun kaisa milta hai aaj discharge” At this very time the security who pacified the patient outside at the hospital poach, walks in with the patient and her second attendant (relation – son) in the discharge room. On hearing this above ABUSIVE language patient and her son, raise a voice against Brijesh. The patient leaning across the table calmly explains Brijesh, that abusive language he used for is towards the patient (a lady 50 year old with her son aged 20 and daughter aged 29) along with her. Brijesh now, across the table hold the patients wrists, where the IV was injected earlier and pushes the patient! The patient, tries to get rid of her hands and to do so is assisted with her daughter and son. Whereas 3 security men from FORTIS try to grab hold of Brijesh and get him out of the scuffle. Brijesh walks into a cabin within that room along with patients personal details documents and clicks pictures on his personal hand held phone AND UTTERS, “BHAAD MEING GAYA JOB, DEKHTA HUN TUM LOGON KO BAAHAR” The security pulls him out of that cabin. Now at this stage Ms Nimisha Kadam intervenes the entire scenario and pacifies the entire heated argument. Sister is called to check on the patients’ health, where the BP measured is slightly raised than normal range. Patient is now shifted to the casualty ward for rest. Ms Kadam, with the assistance of the discharge room attendants, generates an undertaking which is signed by the patients attendants. Post formalities at 20:30 the patient is released home. AS PER THE ABOVE NARRATION, I MS SHUBHANGI RANE WOULD LIKE TO LODGE A FORMAL COMPLAINT AGAINST MS BRIJESH DUBEY – DISCHARGE DEPARTMENT FOR MISHANDLING THE PATIENT AND USAGE OF ABUSIVE LANGUAGE! FURTHER TO THE SAME I HERE BY SEEK ANSWERS TO THE BELOW QUESTIONS: 1. DOES IT REALLY TAKE 10 HOURS FOR A CASH LESS CLAIM DISCHARGE PROCEDURE 2. WHY DOES A PATIENT WHO HAS ALREADY UNDERGONE A TRAUMA BEING AT THE HOSPITAL, AILING AND RECUPERATING IS BEING TAKEN THROUGH ALL OF THIS TROUBLE 3. AFTER ALL THIS WHAT HAPPENED LAST EVENING, IS THERE ANY ACTION TAKEN AGAINST THE ABUSIVE STAFF 4. WHAT SHALL BE THE NEXT SECURITY STEPS BY THE HOSPITAL TO ENSURE THAT THE PATIENT IS NOT TROUBLED BY THE ABUSIVE STAFF WHO HAS CAPTURED ALL PERSONAL DETAILS OF THE PATIENT ON HIS PERSONAL PHONE 5. AND LASTLY!!! IS THE CLAIM RESPONSE FINALLY ARRIVED AND WHEN SHALL THE FINAL BILLING BE DONE! AWAIT A NON BIASED RESPONSE TO THE ABOVE ..