Fortis Healthcare — Formal Complaint Regarding Treatment at "FORTIS MEMORIAL RESEARCH INSTITUTE, GURUGRAM"

Address:

FORTIS MEMORIAL RESEARCH INSTITUTE, GURUGRAM

Dear Fortis Hospital Management Team,

I am writing to express my disappointment with the quality of care I received during my recent hospital stay. I believe that the irregular hospital services I experienced were unacceptable and I would like to provide feedback to help improve the hospital's services for future patients.

Firstly, I had several concerns from the time of admission till discharge.

Admission process – The allotted bed after formal allocation was not ready to use. After complaining / reporting I had to wait for more than 45minutes to get the room ready.
Housekeeping services - My room was not cleaned on my first day and I noticed dirt and debris on the floor and surfaces. This made me feel uncomfortable, but latter the House keeping service was drastically improved & was doing their services up to their level best without any compromise, It’s appreciable.

Secondly, the condition of my room was also a cause for concern. The furniture was outdated and in poor condition, this made the room feel unwelcoming and uncomfortable. Some snapshots are as attached.

Lastly, I was very disappointed with the quality of care I received from the nursing team (including floor manager, especially Manisha Mam on her attitude level & the way she handles the customer grievances / concerns). I found some of them to be dismissive of my concerns and they did not take the time to explain my condition and treatment process. Moreover, they failed to provide the prescribed medicine in time, which is serious and a matter of great concern. This made me feel anxious and frustrated with the support & care I was receiving.

The Nursing staff are not so efficient & found to be very casual in their approach except for one or two nursing sisters during my entire stay. e.g. they misplaced my case file on the day of admission & for which my post operative medicines intake got delayed for more than 3 - 4 hrs. Which is not at all expected from an institute like yours.

Furthermore, I would like to bring to your attention that the same incidence has happened on 15th of March 2023, where they failed to provide the prescribed medicine, blood sample intake & x-ray on time. This delay caused a significant inconvenience and discomfort for me, as I had to wait for almost 3-4 hours after repeated reminders and follow-up. This level of service is completely unacceptable."

Doctors are too good & very much attentive. But the supporting infra & the support staff are not up to the mark.

I believe that these issues need to be addressed to improve the quality of care for future patients. I hope that you take my feedback seriously and take steps to address these concerns.

Thank you for your attention to this matter. Will wait for your update / feedback on my concern as highlighted.

Sincerely,
Mohuya Pal
UHID: 12292708
DOA: 13/03/2023 BED: 362