Primus Hospital — Is Primus a Super Specialty Hospital ?? Or !!!!!

Address:

New Delhi, Delhi

I am narrating hereunder my bad/worse experience in Primus Hospital, Chankya Puri, New Delhi & thereafter I leave it upto the reader to judge.
I hv written following formal complaint to one of the seniormost person in Primus Hospital, but nothing concrete came out so far which itself implies that how serious the hospital is towards their customers care ( I won't call the patient care because my experience suggests that humans are not treated as patients but are treated as customers, as a revenue generating machine for hospital ).
Formal complaint to Primus is as under :


Dr (name withheld)
Hope u the patience and courage to read it all.

This is in ref to telecom I had with u on 15/11/2013 evening & then on 16/11/2013 morning & therafter I recd a call from Madam (name withheld) on the subject.

Even though all the incidents were narrated to u and thereafter to Madam (name withheld) also.
But on the issue of refund Madam (name withheld) suggested me to write it to u with the facts as u r the competent authority to take a call on the complaint as well as on the refund.

Background of visiting Primus Hospital:
My mother is a 73 years old disbetic, heart, spinal patient who is undergoing all the treatment at (hospital name withheld) was suggested for bilateral knee replacement surgery
Dr. (name withheld) is a renowned doctor and so after consulting various doctors of (hospital(s) name withheld) we took the decision of taking treatment from Dr (name withheld) in Primus.

We visited Primus on 08/11/2013 and met Dr (name withheld) .
Dr (name withheld) recommended Bi TKR and asked us to meet Mr (name withheld) for counselling.

Our bad experience started with that.
We were waitinh outside Mr (name withheld) cabin
My mother, who is unable to walk, was on wheel chair and I went towards reception for correction in patients name on bill and in the meantime my mother felt like going to washroom and requested attendant to take her to washroom.
That attendant took her to washroom door and as soon as my mother went inside that attendant left with the wheelchair, may be to attend other patient. So when my mother came out of washroom and didn't find either wheel chair or attendant then she started at her own towrdas Mr (name withheld) cabin and in the meantime I also came and asked that why she is walking instead of taking wheel chair and at which she told me that attendent left alongwith the wheel chair and at which I complained to a blue skirt wearing madam and told her that my mother wd have fallen and at which she remarked that " even though attendant left and patient walked at her own but she didn't fell."
I was very uncomfortable on hearing this & went to Dr (name withheld) and complained the entire incident and thereafter Sr. attendant ( I think it was Madam (name withheld) only) came and apologized.

2. We were called on 11/11/2013 for PCA tests with empty stomach of patient. Even though I specifically asked that Primus is too far from our place and even though we hv to come on car but my feels very uncomfortable travelling so long, so if the tests can be done at Dr Lal Path or Religare then patient wd be comfortable with that but we were told that tests hv to be from Primus. U can understand very well that the primary motive of Primus is only their revenue growth and not patient care, because Dr Lal & Religare hv best of the labs available.

3. But still we visited Primus on 11/11/2013 at 0915 Hrs. & at 0936 Hrs made 1st pymt of Rs 700/- for PCA. At time of making pymt I told attendent( lady in blue skirt) that my mother is empty somach so whatever test she has to undergo empty stomach may pl be carried out first so that she cd eat something as she is 73 years old and empty stomach. She listened to us and directed us to meet Dr for PCA.
PCA Dr was really good and he clarified and guided us so well. There in PCA they did weight my mother and took BP reading of 180/80.
Being a layman we didn't know that with BP of 180, it is not adviseable to undergo Echo & ECG.

We were directed towrdas Stress Echo. We came back to GF and gave file to concerned in stress Echo room at GF and the concerned in ECHO room told us to deposit test charges.
We paid Rs 5350/- at 1039 Hrs for ECHO & ECG.
Thereafter we kept on waiting outside ECHO room for more than 30 minutes after which the concerned came and told us that since BP is 180 so ECHO can't be done.
I simply asked him that when we came to him and gave PCA file then why didn't he see the file there and then and told us the same thing rather than first asking us to make pymt for ECHO & ECG and then after more than 30 minutes saying that since BP is high so ECHO can't be done.
& for which he had no answer.

When I asked that what about ECG and he told that he has taken ECG, and when I asked him that is it ok to take ECG at high BP or isn't it proper to take ECG at time of ECHO, when BP is not high and at which he answered that now he has taken the ECG.
So, are we there to pay( financially, physically and medically ) for inefficient people in Primus.
Just see that thereafter I went to lady for taking back the refund of Rs 5000/- for ECHO test not done and when I requested her, she was so irritated listening to me that she immediately remarked that when after 2 days u hv to get the ECHO done then why u r asking for refund and at which I told her that when we hv to get the surgery done here then why u r asking for money for test now and why don't u collect only when patient admits to hospital.
She gave a very uneasy body language and said that it is a credit card pymtnt and she doesn't know about procedures for refund nad directed me to meet the (name withheld) sitting at counter at front end.
This(name withheld) was a nice guy as he imm accompanied me back to the counter where my credit card was swiped and then reversed the entry of Rs 5350/- and reswiped it for correct amnt of Rs 350/- and then went back to same lady to guide her how to cancel bill of Rs 5350/- and how to make fresh bill of Rs 350/- bill

Then we were told to deposit money for Urine and Blood tests. We desposited Rs 5324/- at 1148 Hrs and then taken to blood collection person. He just took blood and said that imm the patient is to be given something to eat as the patient was feeling very very uncomfortable by being empty stomach till 1150 Hrs.
So, question is that why this simple test was done first thing in the morning so that patient cd eat something. It is nothing but highest level of carelessness on teh part of employees of Primus.

Moreover, what I cd understand by that time that few tests related to blood, urine, ECG & ECHO had to be done and which wd hv been done in any other good lab viz Dr Lal Path or Religare, but still we were called to Primus just for the sake that Primus cd earn out of the tests also. So where is the question of patient care OR isn't it only a money making objective.

Trouble didn't stop here also, as my brother went to Primus on 15/11/2013 around noon to collect the test reports and when Primus handed him over the Provisional Test Reports.
The provisional test reports are nothing but a piece of paper and which shd go nowhere else the dustbin.
It is like a replica of current notes with whichj child play a game called 'Business"
This provisional report is not even photocopy of the final report.

How come u and ur employees can treat ur customers ( now I won't even call it the patient, as u r a profit making organization with only motive of making money and not even an iota of care towards ur customers, through whatever unethical and unprofessional source it may come to u )

When I saw the reports in the evening on 15/11/2013 and tried contacting somebody responsible in Primus at around 1905 Hrs, then just see how much I had to struggle for at least 30 minutes and to make at least 7-8 calls, and the person with whom I talked are as under :
Mr (name withheld) - At reception who took my call- He started by saying call us tomorrow. Then line disconnected 2-3 times. when I called again then he gave it to somebody where again line disconnected after keep on ringing for 1-2 minutes. Then he gave line to Mr (name withheld) in lab. Mr (name withheld) told me that Primus gives only this report to patient and when I asked him that how come provisional report can be shown to any Doctor then Mr (name withheld) got irritated and told me to contact tomorrow and talk to Mr (name withheld) . I requeted him to trf back the line to recepition and which he said that he can't and disconnected the line.
Again I rang up at reception and talked to Mr (name withheld) and kept on requesting him that give me contact numbers of MS, DMS or any other senior person to which he didn't agree initially but after repeated request he asked me to hold and thereafter he gave me 3 numbers :
(name & phone numbers withheld)
& suggested me to talk to (name withheld) first and then I gave u a call around 1930 Hrs.

We came to Primus because of Dr (name withheld), but after these bad experiences we reconsidered our decision keeping in mind that Dr (name withheld) wd do surgery for 90-120 minutes but the patient has to spend 10 days in the hospital with these kind of non-emotional, non-caring people, then its better not to be treated by best Doctor as the discomfort in the hands of the staff wd be much much higher than the comfort of surgery from the hands of best doctor.

So, we decided upon lets be treated by any other best doctor but where people in hospital are caring with whom the patient has to spend maximum time.

I am now not concerned that whether u take it a complaint or a feedback because what I want that let such institutons go down the drain rather than draining the innocent patients with their emotions, finance and for that purpose mistreat and non-care for everything.

The request to u that we are given the refund of money which we had to spend in ur hospital for no fault of ours.
We hv spent so far as per detail hereunder :
(Details of approx Rs 7000/- spent in Primus is withheld)

It was a very very bad experience and who so ever undergoes this communication wd also opine the same, i[censored]nbiased.


I don't know that what is the difference between Primus and any State run dispensary in a village
Then we were

Regards

Akshay Malhotra