Holy Spirit Hospital — unprofessional / careless approach of hospital staff

Address:

Mumbai City, Maharashtra, 400093

Patient id : hsh[protected]Mr. N. B. Patil)

We admitted patient on 3-sept-19 to do colonoscopy for his constipation problem finding as advised by gastro entrologist doctor of hospital. Accordingly carried out all pre-requisite tests on same day to get fitness cert. And did colonoscopy on 4-sept-19; 14:00 hrs.
Doctor advised to get discharge on same evening, if possible or next day morning. And mentioned for nurse just to inform him while discharging.

Due to heavy rain, tpa staff was not available late evening on 4th sept. So we decided to get the discharge on next day morning. The same was agreed/okeyed by night shift rmo.

On 5th sept. Morning, 7:30 am, shift rmo checked the patient. We told her about our need for discharge the patient asap.
(No message / comment /instructions passed on by both rmo to on duty nurse regd. Discharge)
Then, till 9:00 am, nurses was denying to start discharge process, saying they don't have any instruction on same.
Even after my continuous requests, nurses couldn't arrange any rmo / doctor to fill up discharge summery. I requested them to at least start bill generation process.
Finally at 11:30 am, gastro entrologist doctor who did colonoscopy had to come down after his opd and fill up discharge card.
Then at 12:30 pm, nurse handed over discharge summery to tpa.
At 13:00 hrs, when i inquired at tpa for updates, they told me that they are waiting for medicine report from nurse.
At 13:15 hrs, nurse handed over medicine reports to tpa and then they submitted the bills to cashless insurance company. Which got approved in less than 20 min. Then after.

Much disappointingly i could find following improvement opportunities from this incident,
Role of rmo in terms of discharge is not clear in nurses/patients understandings.
Nurse failed to explain the proper discharge process to patients or giving false reasoning.
Rmo hesitate to take accountability of their actions. (Not giving instructions of discharge to nurse in this case)
Nurse submitted discharge papers to tpa without medicine reports, which delayed submission from tpa.
Handover between rmo is not up o the mark.
Does cashless patients gets bad treatment?... This kind of message gets pass on after such incident.

Just to conclude, i already got discharge delayed by overnight. And then it took half of the next day due to negligence by hospital staff.

Awaiting kind response from hospital side on this to understand where was i wrong, to cause this incident.

Thanks,