Max Hospital — the lack of after care and poor communication between doctors and international patients

Address:

B Block, Sushant Lok 1, Near Huda City Centre, Gurugram, Haryana, 122001, Gurgaon, Haryana, 122001

I brought my mum (an international patient ) to Max hospital in Gurgaon for heart disease treatment. She was received as an emergency patient and later ended up being in CCU in the hands of Dr Arvind Das who discovered that a pacemaker implant was the right treatment for her so mum had an implant on the 14th December 2018. I was happy with this. But on our last day (22nd December) Dr Das was supposed to meet us and examine my mother and write a final report and prescription. However, this didn't happen and we were met by his assistant (Dr Vikas) instead who briefly looked at the final tests and wrote a final prescription. The prescription said there should be a review in 6 months. When I asked about the after care in between the review Dr Vikas and the international coordinators team told me that I should be able to contact Dr Arvind Das via WhatsApp and email when there are any issues and there should be help available.
Now, that communication with Dr Das happened for one month only. Recently my mother was having difficulty with some medication she took so I contacted Dr Arvind Das for advice on the 6th of March but he has not responded. A week after, my mum was vomiting blood so I contacted Dr Arvind Das again for advice to see if medicine would need to be reviewed but he has not responded. I contacted the international team and asked to pass on the message to either Dr Vikas or Dr Arvind Das so they did but the response received from Dr Vikas (the assistant) was that mum needs to see a local doctor in Tanzania as the symptoms she may be experiencing have nothing to do with what Dr Das did. I was shocked to hear this response. It is true that Dr Das' treatment has not caused any problems but that is not the reason we turn back to him. We turn back to him for advice when there are concerns because we trust his expertise than of the local doctors. I am frustrated that these Doctors are focusing on the pacemaker treatment they did rather than mum's overall health.
Again, today (1st April) mum run out of one of the medicine which we could only find a lower dose of locally so I contacted Dr Arvind Das for advice to check if to get this low dose of medicine instead but he did not respond. I tried to call him but he disconnected my call.
I'm so so frustrated that a hospital we put so much trust on has let us down. We came to India for treatment because medical care in Tanzania is poor. We chose Max because of recommendations but this experience has left me feeling that out choice was wrong. I feel there should be a well-thought-out after care plan for international patients. Even if it's a telephone call or an email conversation once a month where a doctor gets to listen to a patient and hear any concerns and then come up with a solution or advice.
Furthermore, I think the doctors should be able to have a system where they can review medicine for patients and give advice if there are any concerns.
I know friends who have been to other hospitals in India and are still receiving ongoing medical care from their hospitals.
For us, when we chose to bring my mum to Max, Max became our hospital so we put all the trust on Dr Das for ongoing advice. If he is going to withdraw his assistance to provide the after care then we need to know who else will provide this. It's simply not good to treat a patient and abandon them. We paid a huge sum of money to Max and this is how we end up being treated for it?