Fortis Healthcare — (1).Unjustifiable demand for follow up charges for showing reports to the doctor and (2)incivility of Devanjali Dutta at Flu Clini

Address:

A6 16 phase 3 Samadrita ECTP EM bypass kasba golpark

Sir/Madam,

This is Firojuddin Islam, a long term customer/patient at Fortis hospital. My UHID No. 10262060. My association with Fortis Hospital since the year 2012. I have been in fortis hospital for myself, my relatives and my friends. I had always preferred your hospital for the brand value and service.

(1)... Very recently I visited your hospital to show myself to Dr. Sujoy Maitra (Gastroentrologist) for my stomach pain. Since I had already done a whole Abdomen USG which reported only of Fatty liver, Dr. SUJOY MAITRA referred me some blood test and MRCP to by reported by Dr. GUNJAN GUPTA and told me to show the reports. It was his say that only after seeing the MRCP report he can advise me completely as to the reason of my pain. (BILL of Rs. 990/- as consultancy charge being Bill no. 111621OPCS095203, Dated 11th June 2021 is attached herewith).
On 12th June 2021 I completed the procedure of MRI MRCP at morning (BILL of Rs. 9981/- as MRI MRCP charge being Bill no. 111621OPCS095816, Dated 12th June 2021 is attached herewith) I was being told that since the day after is Sunday, I will get my reports on Monday.
On Monday 14th June 2021, I collected my report from the radiology department and went to show Dr. SUJOY MAITRA but that very day he was not sitting and hence I moved the next day I. e Tuesday 15th June 2021to show my reports. Since my report states of Micro Calculi/sludge, Dr. Sujoy Maitra referred me to Dr. Ramesh Agarwal for surgery. As I came out of the doctors room, I was called from behind and was charged for followup charges. I stated that it was just to show my reports ans as far as I know there shall not be any charge within one week of consultancy if reports are being shown within this period. Moreover legally the consultancy is not completed until and unless the doctor gives me a final advise as on the first visit he just referred me few test to be conducted before he comes to any conclusion on his advice. But I was literally held back and was forced to cough out Rs. 790/- as follow up charges. I even went to your grievance cell but I was told that the managing committee decisions to charge even for showing reports. I said that I was patient and customer of this hospital and have been here for myself and even for my relatives but never before I was charged for showing reports but surprisingly and to my astonishment the Lady in the grievance cell uttered me that I am expecting a favour being a long term associate in an uncivil manner. ((BILL of Rs. 790/- as follow up consultancy charge being Bill no. 111621OPCS097515, Dated 15th June 2021 is attached herewith)

(2)...today at about 11. 30 am I went to flu clinic to get my Covid test done as a criteria for getting admission in hospital for surgery. The lady in the flu clinic named Devanjali Dutta was extremely impolite and rude in her behaviour. We are very aware of the social distance norms and other regulations but as I entered to get my form to fill it up for registration she uttered in bengali... "Oke akta form dea baire ber korun". Well, the system you have made now is that I have to enter the flu clinic to get my registration form as it was not being supplied outside the clinic and this lady forgets that these patient are much senior to her and she must speak with certain respect from that chair she is working. Not only that, when I was called for registration and sample collection in side the flu clinic, as I entered she shouted at me and said.. "okhan e dharan". She was very rude and incivil in her attitude which cannot be accepted specialy in hospital industry where people are already tensed and suffering from phycial ailments. Rather being polite and courteous which she should be, she rather discourteous and rude in her attitude. If the reason being that she is extremely fearful of working in a flu clinic than I must say that she is inappropriate candidate in a hospital industry both for his fear and nonetheless for her attitude.

Sir/madam we pay for services to be provided in the hospital and also expect better norms and regulations in regard to justifiable billings and good behaviour which is equally expected in consonant with your BRAND Value. Fortis was a brand I relied on but now i regret to give and hold value to your brand. Your customer service has become worst and was seen when I was admitted in your hospital for Dengue and was provided with stale chicken and tattered towel. I overlooked the situation then as I have high regard for fortis and due the unrelenting request of the canteen boys and incharge named "munnada". I was in a double sharing room paying Rs. 7000 per day and all I was provided with was a stale chicken and tattered towel and dirty linen. I m extremely sorry to say that henceforth for myself or my relatives I will never refer fortis hospital. And about about the unjustifiable follow up charge, I will even move to the regulatory bord of the government to raise my voice against this illegal act. (BILL of Rs. 950/- as Rtpcr charge being Bill no. 111621OPCS106356, Dated 5th July 2021 is attached herewith)

Regards,
Firojuddin Islam
Mb. No. [protected]