[Resolved]  Apollo Hospital — rude behavior of secretary

Address:

500033

Hello Management,

Patient Name: Venkatamma Kuchana
Type: Outpatient
UHID: APJ1.[protected]
Contact No: +91-[protected]

Department: Neurosciences

Complaint Regarding : Rude behavior of Secretary Anil(Neurosurgical Dept)

I've called customer care on 12th Oct '18 to book an appointment for 13th Oct '18 so as to review the medical state of the patient as the pain was becomming severe.

However, I was said that we could directly meet the Secretary for other doctor's review as Dr Sudhir Kumar was on leave.

I agreed and came to hospital on 13th Oct '18 at 14:20 PM(I have the parking ticket for proof). Secretary Imran(Neurology Dept) noted the patient's name in a register where there were only 6 names before.

Along with patient I waited for TWO hours and I was only seeing that the people who were arguing with him have gone early inside. When I asked him the reason multiple times, he said that they have already reported many hours before. Either he never informed me that it would take an approximate time. I agreed and waited for another 10 minutes.

I, as simple as other people(everyone) asked him strongly to arrange for visit as soon as possible(This I did after two hours. Please understand that I have done this as this has become the only process at that moment to visit the doctor inside)

He accepted. However the other Secretary Anil who was a sitting a bit longer to Imran was shouting at Imran saying to cancel my appointment as it was for Dr Sudhir and not for Dr Rajesh. Also, he was forcing Imran to make only the "attender(myself) visit" and not allowing the patient inside the doctor's room. Reason he said was it was Dr Sudhir's case and he was expecting only medicines to change.

I am really not sure about Dr Sudhir's leave and have come as there was an emergency. He was forcing and treating me to pay the appointment fee for Dr Rajesh seperately as if we have come there for utilizing free benefits.

When I asked him whether this would have been the same process when Dr Sudhir was present, he said No. I said I would need to talk to manager. He said that the manager was not there. He literally gave me freedom and said to escalate to whatever levels I need. My bad, I would have taken a video of this however I could not.

Questions:

Why does Anil involve in this matter and atleast he would have taken me to a manager and settled it? Please remember that I was talking maturely with him while he was bluntly replying.
Why does a patient need to pay consultation again as it was not even 4 days of first visit?
There could have been a token system/whatever which could have made the process easier.

I do not have any personal feelings on Anil. However, it could have been dealt in a better way if there was a proper management skill.

By the way. I visited the doctor at 16:45 PM.

Request you to escalate and let me know what action/approach is followed to avoid these.

I wanted not to put this in the public consumer complaints board as I respect the dignity and reputation of the Apollo Hospitals Council Board. However
as this has not been acknowledged by the local complaints cell of Apollo Hospitals since three months, it has made me publish here.