Manipal Hospital — hospital facilities & staff

Address:

New Delhi, Delhi, 110075

To whomsoever it may concern
It will be an eye opener for the hospital management and for those who wants to get the near and dear one admitted in this hospital
I would like to complaint against the manipal hospital dwarka. My mother (Hospital number - mh[protected] who is a senior citizen had to undergo a minor surgery. Because o[censored]ncaring nursing staff, she had to extend her stay by at least 10 days. I would like to highlight the following points -

• facilities denied
• uncaring nursing staff
• lack of coordination

Facilities denied – doc had advised her to take sitz bath after surgery. When we enquired we were told that it is not available in the hospital. We had to arrange the sitz bath on our own. Since the patient was not able to get up from the bed we could not give her sitz bath. Even the commode chair was not provided. Because of lack of facilities the patient could not recover, she was in utter pain. On 10th day when the helper could not see the condition of the patient, she arranged the commode chair and then we were able to give her sitz bath. If the helper did not help us, then the patient would not have recovered. Later we came to know that all the facilities were available in the hospital, but nobody took any responsibility and ownership. Maybe they do not want patient to recover and go home. What difference does it make to hospital, they are getting the money if the stay is extended?

Uncaring nursing staff – the staff if very insensitive and uncaring towards the patient. The doctor advises to give drip in the morning at 9am. After constant reminders and follow up the drip started at 4pm. It happened thrice. On the second instance the canula got blocked. When we asked the nurse to check she replied it is just working fine, because of air the drip is slow. Her bed was wet because of overflow. When we complaint the nurse came and stopped the drip. Nobody bothered to start the drip again. When we complaint it was started in the evening. On the third instant the cannula got blocked again and the patient hand was swollen. The drip was stopped. That day we had to complaint to doc. Then is was taken care around 9pm. Since morning not even 5 ml of first drip was completed. The doc can give instruction, it is the duty of nursing staff to follow the instruction.

Lack of coordination - nobody bothers, they just want to follow the daily routine without knowing why they are doing. It is just activity on the to do list. After the surgery the patient was advice medicine. The medicine was continued when it was not required. They continue to follow the dose mentioned on the file. Eg medicine for vomiting sensation was given even when patient complaint that she is not having any vomiting tendency any more. High dose of looz was given that patient had diarrhea. She passed motion three times more than the food intake. When her condition deteriorated we raised an alarm. The un-necessary medicine was stopped immediately. The staff do not take a note when doc gives advised. Even they will not clarify when we ask them to. When we question why this medicine is continuing we get a standard reply “it is there on the file”. That means if the patient stay is extended then the medicine dose will also continue whether it is required or not. Not sure what logic they use.

I am not sure if any action will be taken or not. But this is case of negligence on hospital management. All the complaint was registered verbally. We had complaint to guest relation and nurse in charge, but they have turned a deaf ear to our complaint. When the matter got worse we had to go back to doc. With doc intervention, it was then the complaint was taken seriously. Ultimately the patient is suffering. We had to prolong the stay. Who will compensate? Will the hospital not charge the money for not providing the facilities and the way patient was treated post-surgery? How will they ensure that the same experience is not repeated to some other patient? I am sorry to say we had nightmare experience. Despite of being senior citizen cghs beneficiary and knowing that the hospital do not cghs panel, we had decided to get her admitted because of doctor’s goodwill & faith. If the patient does not know any doctor they will in the mercy of god.

Even the discharge procedure was very tiring. It took almost 4 hrs to settle the bill as it was not correct. We had to run from pillar to post to get the billing right. The information on returned injection did not reach the billing. There was no co-ordination between in house pharmacy to billing.