Max Hospital — billing issue - max id: skdd.764902

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I am writing this email to apprise you of my horrible experience at max healthcare saket. My mother went through the pacemaker (Crtd) surgery 6 months back in cath lab cardiology department under doctor vinita arora. We informed the concerned individuals regarding the allergic history to lidocaine drug.

Patient details:
Name: saranjeet kaur
Max id: skdd.764902

1. Initial procedure (April 2019): while doing the allergy test, the concerned nurse gave the test dose intra venous instead of intra dermally. Due to which she developed anaphylactic reaction which is a life threatening condition.

2. After approximately 5 months, one of the lead of crtd devise got displaced and patient started getting shocks at wrong place in thorax. When we consulted the cardiologist dr. Vinita arora at max healthcare, she told that the patient would have to undergo the procedure again. Her assistant rahul gave us the estimate of approximately rs. 49000 to which we agreed.

3. Due to all these health issues and procedures, the patient went through physical pain, mental and financial stress.

4. At the time of discharge, we were given a bill that was double the amount of estimated bill which is approximately inr 91, 000. I believe that this procedure should have been cost free as we already paid approximately 12 lakh during the initial procedure. However, we agreed to pay approximately inr 49000 because the patient was getting repeated shocks in her diaphragm.

5. This is not the first time there was mismatch in the final bill and the estimate. 6 months back, we paid approximately inr 50000 more than the estimated amount which was approximately rs. 11, 50, 000. At the time, we gave up the fight and paid the bill but this time we are not going to do the same.

I would need your help to understand the following:

1. Why is there extreme variation in estimate bills and final bills when the patient conditions are clearly stated before admission.
2. If there is an issue with surgery, should hospital not bear the cost of re-performing the procedures. Is 12 lakh not sufficient amount for crtd device? Are we supposed to pay every 2-3 months if issue comes up? Isn’t it hospitals responsibility?
3. What about the mental, physical and financial stress the patient and the family has to go through?
4. Why are there no medical superintendent in hospitals during the discharge process?

Would need your help immediately.

Thanks and regards,