| Address: Safdarjung Enclave, New Delhi 29 |
Dear Sir/Ma’am,
My mother (Mrs. Bimla Devi Sharma, IPD00000833, ICU Bed No. 09) is admitted in the above stated building with Covid positive patients and she has been facing various circumstances which we feel are not appropriate and should not be followed as protocols in the hospital. Since day 1, she has been facing hygiene related issues, diapers and using the toilet on a daily basis. In spite of several reminders to the ICU ward care takers/resident doctors, things have not changed even a bit and are going as the convenience of the hospital staff which do not cater to the patient’s urgent requirements.
Today, we came across a new issue. I dropped home-made dinner for my mother at the hospital reception at 8 pm. Due to the shift change at that time, the food was taken to the second floor at 8:30 pm while I waited there. I was asked to leave when they told me that the food was going to be delivered. I returned after another hour to deliver the medicines as were advised by the ICU call center of the 2nd floor. I delivered the medicine, Barinat Tablets along with 5 tetra packs of coconut water for my mother. At around 10 pm, I received a call from my mother saying that she was hungry and that she had not received the food till that time. She also mentioned that she had received only 3 out of 5 packs of coconut water. To be very specific, she told me that she had received 3 mazaa tetra packs and nothing besides that, no tablets and no food. I would like to highlight here that my mother is not very well educated and therefore, cannot differentiate between the mazaa and coconut water from the packet which is why she mentioned mazaa to me.
I contacted the ICU on[protected], an attendant did attend the call but refused to disclose his identity and post to me. I am surprised that in such a big hospital, people are not ready to disclose their position and name to the concerned family members of the patients. My mother is admitted in the ICU and we are not allowed to visit her which is understood quite well. But the only way of communication which is through the above-mentioned number also seems useless at this point when the attendant would not mention who he is and shockingly, no one is taking responsibility of the delivered food and medicines.
If the patients is eating their meals on time (whether provided by the hospital or delivered by their family member) or not is a serious matter of concern which no one seems to be addressing at the hospital. It is an utter disgrace and shame on the part of the hospital and all the nursing staff as they are not taking care of the primary source of the patient’s recovery, which is the food and diet.
Other than this incident, my mother has also raised complaints to the hospital staff regarding the following issues:
1. No change of diapers timely.
2. No cleanliness/hygiene maintained.
3. Same food (Same dal, roti, chawal) on a daily basis
4. No timely delivery of the food sent from home
5. Missing of products and medicines sent by family members
Very naturally, I am extremely worried about my mother’s health and well-being which can only be aided by proper treatment and medicines. Now that I have faced this issue, I am more concerned with regard to the treatment procedure and medicines in the COVID department. We are not even allowed to visit her which makes us more paranoid about what is happening inside the hospital and the patients are getting treated.
My mother was admitted to the hospital on May 15, 2021 when her oxygen level was 85-86 @oxygen level 4. Currently she stands at 90-91 @ oxygen level 12. The oxygen requirement has been increasing on a daily basis and hence, we are doubtful about the treatment and procedure happening inside.
This is a serious matter of concern and must be escalated to the concerned department and higher authorities as early as tomorrow. This is also a genuine request for you to look into the matter and keep an eye on the nursing staff and resident doctors with regard to the patient’s health and diet.
I am sorry that I am unable to mention the names of the call attendant but I do have a call recording of the entire incident in my phone.
I am writing this complaint letter with the hope that my mother will receive the right treatment by the doctors and staf[censored]nder the concerned department and that these matters will be addressed to as early as possible.
Thanking you
Your faithfully,
Manish Sharma
S/O Mrs. BIMLA DEVI SHARMA
(Patient admitted in Zone 1, 2nd floor, ICU, SSB)
VMMC & Safdarjang Hospital customer support has been notified about the posted complaint.
