This is Yathisha, and would like to share a few incidents that happened at BGS Global Hospital - Kengeri - Bangalore. My mother, B.T. Bhanumathi was hospitalised last month for hernia operation and was operated and discharged. I had got this done under my corporate insurance(VIPUL).
Since this is a cashless insurance, we were told that the operation would cost around 90000, and by the end of hospitalisation, it was around 2 lakhs. After getting discharged, we had contacted the doctor (Dr. Neel Shetty) for follows ups and after a month was shocked to know that the skin where the stitches had been done was dead and another operation was supposed to be undertaken to rectify the same.
After discussing with the doctor along with the Plastic surgeon (Dr. Madhusudhan) a pre authorization for the operation was taken and upon discussions with the doctor, we had taken our mother to admit in your hospital yesterday ie., 09th April 2015. Upon reaching the hospital, the surgeon was not available as he had some court case and he had told his staff to make arrangements to admit the patient. We were told to approach the insurance desk and go through the admission procedure.
Upon approaching Ms. Monica in the insurance desk, we were asked to wait for sometime and later told us that they had taken approval for a general ward, when i had clearly insisted for a cubicle(3 eds) . Since we had taken the cubicle earlier, we had sought for the same. All of a sudden, the lady started saying that there was no bed available in the cubicle, and when we found out that beds were available, she started quoting another reason stating that cubicle was meant for pediatrics only and not for other patients, When I argued that the same had been given earlier without anybody having a problem, then she came up with a deposit amount of Rs. 10000/- for the bed.
This really irritated me. I was making her understand that mine was a cashless insurance and i dont need to pay any deposit, but she wouldn’t listen to me. She kept on saying that these are the management policies and cannot be changed. Then she asked me to speak to the manager of the department(name not known), who was as much rude as the earlier one. He clearly said that only if you pay the deposit, you will get the admission, else its left to you.
By this time, Dr. Madhusudhan was contacted almost 4 to 5 times, but did not answer our calls, but he was available to their staff every often. I finally had to leave the hospital, without admitting the patient, in vain, thanking all the good deeds done by the staff. It was only Dr. Neel shetty who called me back and assured me to sort things up, but just one person with ethics wouldn’t change the attitude of the money minded staff and management. I was very much confident that i would never admit or even recommend anybody to get treated in this hospital. This hospital clearly is money oriented and not service oriented.
I would suggest that the hospital staff needs to have a certain level of culture and need to know how to speak to patients or their relatives. This unfortunately has been forgotten by few staff in BGS. This hospital lacks a lot of ethics. I hope that the management would understand that this is a hospital and not a hotel industry. Ms. Monica needs a lot of education into this field. I hope this would improve and save lives and not take their lives.