Max Saket Hospital — Delay by TPA

Website:

www.maxhealthcare.in/hospital-network/max-smart-super-speciality-hospital-saket

The processing time for the release of patients is too long by the TPA department at Max Saket. My mother was diagnosed with uterine cancer and she has undergone surgery at Max Saket. The doctors made her discharge on Sunday. However, despite the discharge being processed by the doctors, It took 3 days for TPA to process the bills and she was only relieved by the hospital after 3 days of scheduled discharge.Also, since her discharge was made by the doctors on Sunday, the computer generated patient ID of hospitalization was locked and the staff could not open her file and check for the medication. Therefore, there was a delay in providing medication to the patient. However, the staff were able to provide medication by efforts made on the personal level.
There were some serious issues we would like to raise for TPA unite at Max Saket: Firstly, As per the guidelines of the Ministry of Health and Family Welfare (MoHFW), no patient can be retained in the hospital due to lack of processing of the bills. We have spoken to the TPA department, but they have refused to release the patient on the basis that the patient was retained for 3 days. Secondly, The TPA has over estimated bills which were refused by the insurance company, this caused delay in clearance of bills. Again, a deficiency from TPA in presenting the bills to insurance companies should not be dealt by retaining the patient in hospital. Thirdly, If the TPA is unable to process the bills in a timely manner, then the records of the patient should be accessible to nurses and doctors, in order to provide timely medication to patients. In this case, the nurses had provided medication on a personal level. All patient records and files were locked by the hospital as a discharge was made by the hospital. Lastly, We are very unhappy with the way Max Saket TPA has dealt with a patient of critical illness. They were insensitive, made overestimated bills and have retained the patient for a longer time. This was against humanity and patient legal rights.