I don’t know how to begin this article but want to say that, Apollo(Tondiarpet branch) don’t deserve that trust. It is my very first experience with this hospital, trusting I will get at most quality service but somehow I don’t see in any aspect. What all I saw was, they are money extractor in every opportunities they could.
Here is my real experience of two days with Apollo hospital. I have admitted my mother on 24/1 at 9 a.m. after completing the initial formalities(registration). They have given a bed at around 12.00 p.m. confirming that she is running a fever. Yet they have not confirmed what that fever but we know it is Malaria as that was the cause we have admitted for. She usually gets that fever anywhere between 1 and 1.30 p.m. We showed all results taken outside but they rejected all that reports and started from square one. So they have started taking all the diagnosis and tests including x-ray(not sure why that is needed) and when I asked about that, they said it is part of the package. The moment I heard the word "package", it reminded me about enrolling into DTH service where they also use the language called "package" in which you have set of channels whether you like it or not. Apollo also using the same language but the only difference is, they are tests in this case instead of channels again don’t forget the word whether or not you like it.
Around 3 p.m. we were confirmed she is running Malaria fever, but what we were interested to know whether she is running with Plaque fever or not as that was the primary reason why we had to choose this hospital. Our regular consultant said she might have that because her blood test has some symptom of the same. When we asked about that result they said unlike Malaria, Plaque test result will not come immediate but we can expect any time in the late evening or in the night. By the time they started treatment for Malaria and to my surprise the same day evening my mother became very normal.
On 25/1/2014:
I went to hospital in the morning around 9 a.m. and asked about the result with the serving nurses and they said; only doctor would confirm. What time doctor will come, the answer was anytime after 9 a.m.? I again asked, when you say anytime after 9 a.m. can I assume around 3 p.m. as that is also after 9 a.m. They smiled and said may be around 10 or 10.30 a.m. So I asked don’t you have any confirmed time of doctor visit, they said No. I was shocked to hear that but then no choice so started waiting for him/her.
Mr. He came around 10.30 a.m. and my very first question was any symptom of Plaques and he said, result has not come yet but I don’t believe she would be having that. What time we can expect a result I asked, and the answer was again any time. Once again I maintained my patience there.
Again 1 p.m. came, and we were waiting to see whether she will run fever or not as like last two days but today she wasn’t. The time goes.It was around 5 p.m. and asked about the result they said, doctor will communicate to you. So again I asked, when the doctor will come and the answer was before 8 p.m. Time past and at 8 p.m. I asked when doctor will come, and the answer was he left already so he will come only in the next day morning. Can you confirm, what is the status of result, the answer was sorry only doctor will confirm to you by tomorrow.
So whole day gone, results were not disclosed, but my mother become much better than day before she admitted. No fever and she became very normal; in fact they started serving very normal lunch(rice, sambar, poriyal etc) and dinner. At the end of the day I was totally frustrated that they have not communicated the actual result instead they dragged it to the next day.
On 26/1/2014:
I was waiting from 9 a.m. and the doctor did not come until 11.30 a.m. My BP has gone so high and screamed at the nursing desk about the doctor punctuality. There were three or four nurses and they don’t have any answer to my questions other than just blinking at my face. I don’t know what happened and after few min the doctor came and he confirmed that no symptom of Plaque. But he pushed us to stay one more day as he wants to run another round test to find any improvement in Platelets count as it was very less at the time admitting. I said, we are sorry but we don’t want to stay any more here. But I then offered, to take blood and do the testing in the background(in fact they have already took blood before I come to hospital at 9 a.m. which my mom told me later) and we can come tomorrow to know the result and course of action to improve if the result is found to be abnormal.
So the doctor finally signed and allowed us to discharge and discharge process started. When I asked how long the process will take place, they said 3 to 4 hours. We waited for almost 3 hours and finally a nurse came to explain course of action for next one week. At the time of explanation, she said the result for Platlets count also have come and we see there is an improvement therefore you don’t have to come tomorrow for that. I thanked to myself that, I made a good decision to leave. Had I afraid of that result and stayed back for one more day, I am sure another ten of thousands I would have spent.
At the end of the process I was asked to give the feedback form wherein I wrote all my bad experiences. The bill for two days just for Malaria fever was almost 23, 000/-. Once again shocked to see the bill but no choice other than to pay and leave. I then asked to myself, how the middle-class is serving in this country especially if they happen to come to this hospital.
Lessons learned:
Apollo claims they are big network hospital in this country but the quality of service they offer is No Good at all. Delay in the process, No timely communication, Doctor visit is very relaxed and poor, Doctors have no punctuality visiting patients in the morning session and the nurses sets wrong expectation with the patients visitor. The very poor part is that, No Integrity with their business.
For me Apollo Tondiarpet is just a money making hospital. The premium charge what you pay you don’t get that service. Should never be visited this hospital for this type of illness and even for others and should also never encourage this type of hospital in the city. Better think of other hospitals even if they are not as famous as Apollo.