Medanta The Medicity — Doctor and staff communication gap

Address:

Gurgaon

To be very precisely, i (Neeraj Saini ) on 12th of August 2021 visited Medanta hospital, gurugram at 11:00 A.M in urology deptt. and took appointment with Dr. Sachin Arakere Nataraj ( urology ) and complained about Frenulum pain .
He advised me for small surgery under daycare ( outpatient summary attached) along with two test for diabities/sugar and asked me to fetch details from his assistant Mr. Panchdeo Shukla . Being a government employee, my organisation put me under insurance cover with national insurance under TPA ( paramount ) and with this detail I approached Shukla ji and he advised me to fill TPA form and given me an appointment on 18th aug 2021 for surgery and asked me to take both the test suggested by Dr . Sachin.
As suggested by Dr. Sachin i gave sample for both the test on same day and again returned to Mr P. Shukla with required documents for filing with TPA .
Further he asked me to submit all documents along with outpatient summary and estimated calculation sheet ( copy attached ) for approval at counter no. 5 (TPA counter ).
After submitting all required documents at counter no 5, i again approached Mr. P. Shukla for asking any further requirements if any pending at my end.
He said nothing is required now and after getting approval from TPA my expenses against my medical treatment will be born by insurance company under cashless mode .
After going through all this procedure i left for home at around 05:00 PM with a thought to get my surgery appointment fixed at 18th of Aug 2021 early in the morning .
Being a salaried employee i need to inform in advance to my employer about my leave, which i did in due course and get it approved .
On 17th of aug 2021 i thought to ask doctor about pre surgery precautions, so i called him and he said ' YES YOU HAVE AN APPOINTMENT FOR TOMORROW FOR AFORESAID SURGERY BUT BEFORE THAT YOU HAVE TO TAKE A COVID TEST AND GET REST DETAILS FROM MR. P. SHUKLA '
After hearing from doctor, shuklaji send me test details on wassup and he send me below test -
• CBC, LFT, KFT
• Coagulation Profile – (PT, aPTT, INR)
• Viral Marker – (HIV, HCV, HBsAg)
• Urine Routine & Microscopy
• Urine Culture & Sensitivity
• Chest X Ray (Upper Ground floor, Radiology)
• ECG - (3rd Floor)
I got surprised and equally tensed that how am i supposed to go through all these test including covid in a day, when my surgery is due for next day early morning .
Anxiously i called Mr. shukla to clear this situation he put me into and he replied ' mujhe nae pata apke or doctor ke bich me kya hue h mujhe unhone bola test karne honge operate krne se pahale, baki m doctor se bat krke confirm kr lu.
After that i called doctor again and he replied he can't explain anything ask shukla ji
and again i called shukla ji he said ' i dont know what doctor communicated to you inside closed room and if you come without test report they will return me back without surgery'
This is so unfortunate behaviour of staff representing a prestigious hospital like medanta .It is a blessing in disguise that on 17/08/2021 i called doctor and Mr. shukla to take pre surgery advise, if not then where am i supposed to go if in case i get to hospital today i.e 18/08/2022 for my scheduled surgery.
I just get simply refused for my scheduled surgery inspite of any omission at my end .I am preparing my self mentally for almost a week for this small surgery ( as suggested by doctor ), took almost all approval from my TPA, took advance leave from my employer
Neither doctor nor your staff bothered to intimate me about any pre surgery test but what they did is just refused to attend me properly and start blaming each other .
Surgery and/or treatment may be small for any doctor but it is much concerning for any patient at a point and same it is for me . Leaving all hospital behind in gurugram, i came to Medanta and paid what required and in return I must be guided properly by your staff and i think this is not very much a patient demands.
In all this mess created by your management, i now losse my patience and ask you and request you to take action against both doctor and his assistant Mr. shukla.
I demand a written apology from Dr. sachin and Mr. Shukla and also demand my consultation fees as i am totally unsatisfied with the consultation provided by Dr. Sachin
In a ray of hope that my query is being attended and responded properly at earliest .
Neeraj
Patient ID :MM02058785