I am writing this feedback or I would rather call it a complaint after wasting my hard earned money because of Dr. Sanjay Verma and his team including sister Anjana Kishore with a doctor from MRCP team who visited my father on 12th prior MRCP test.
We admitted my father to Fortis Okhla for Laparoscopic gall stone removal as his heart surgery was done here.
We had high hopes of smooth completion of procedure within timeframe as discussed before with doctor. However, even after 3 days of admission no surgery was done.
I would like to describe what happened since the day we admitted our patient for surgery on Dec 11, 2022. The date was given for 12th Dec, 2022 for procedure and timing between 10 to 12. This date and timing was confirmed multiple times on 11th and even before 11th during OPD visit.
My patient was admitted on Sunday Dec 11, 2022 in 309 for surgery and kept on fasting since 9 PM stating the surgery would be in 1st half on Dec 12, 2022 (In between 10 -12 Am).
We have been following up since 10:30 am when the test would be done and all we have heard that it will take time.
At 12 noon, it was informed that the test will take another 2 hours due to the rush of patients and A DOCTOR visits to fetch the history of patient asking very irritating questions and testing patience of mine and the patient as well. I could see my patient getting irritated over silly questions. We requested to doctor to let team know that the patient is feeling unwell and hungry, can we speed this up?
At reception, this was informed again by us (me n my mother) to speed up the process or to confirm with doctor if we can give something light or liquid?
The concern is who is responsible to be in touch with doctors and extended team to followup for tests/major or minor concerns happening? All I am getting is there’s rush and this will take time.
How come we can ignore concerns of a patient who didn’t have food and water for more than 17 hours?
If I need to take care of all of this and follow up multiple times why it’s taking so long then what’s the point of having a reception and what are they doing if NOT following up for such concerns OF THEIR OWN? Don’t they know what’s the actual picture? One can’t get away with statements like "we were/are not informed". Then who has the information? Who’s job is to follow up?
I don’t see a planned process to work upon and the whole procedure was getting delayed on purpose.
At 12:45, I went to the reception I had heard very clearly that lady in brown dress named ANJANA KISHORE said to the doctor who came to fetch history that, "nahi abhi test delay karna hay". He inquired for the test on my request and I followed him at a distance.
First AK, informed me pacemaker programming needs to be done prior test. The team already came for pacemaker to check at 10.45; I don’t know what they did at that point of time. Then I was informed via reception Incharge at the desk that everything programming of device and all will be done downstairs before test; the team is there.
At 1.30 pm they took the patient for MRCP; the test took 2 hours and then added one more test CT. Then a sister came to inform me at 4:00 Pm that Dr. Aziz has called and said that surgery won’t be happening today and there’s no specific update when will it happen and now the patient can eat. AFTER 20 HOURS.
The whole team already knew that test will take time and kept delaying it and then informed change of plan. It was all pre-decided, the whole team goofed up and did it on purpose.
They already planned the delay and still kept patient on fasting for 20 fxxxxng hours which is highly insensitive.
I don’t understand what the fxxk whole team was doing since Sunday afternoon. Why was even patient as asked to get admitted on Sunday.
The day passed and after dinner, my patient was informed again to be on fasting as the surgery is next day that’s 13th Dec 2022.
On 12th Dr. Gajendra came from Dr. Sanjeev Verma’s team and explained the procedure as it was identified a stone has passed to bile duct from GB. Also, adding that surgery will be happening tomorrow on 13th. Then another doctor comes up after him and told that a CT needs to be done prior surgery. We informed him that CT was done today and then we were told contrast CT needs to be done and inquired if the patient is from PANEL OR CASH. We informed him abt cash and then he had no interest in the patient and history all he was talking over calls was cash patient hay cash patient hay this is not a panel patient and then said contrast needs not to be done.
In the morning on 13th at 10am, we inquired when the surgery would be done. Sister Anjana kishore was present at reception and said after "Abhi list nahi aya hay". At 11, we inquired again and she said after 12.
At 12.10 we inquired again and then she said we are taking him for OT. They took my father to 1st floor in Pre-OP room and asked us to leave. We assumed they will take him to OT but, I suspected that no signature was asked and no consent form was there. Also, the doctor wasn’t present there. I was asked to wait in waiting area. Rest is described by my patient that he was kept in Pre-OP room for an hour or so and then doctor present there called to take patient for MRCP below. The sister took him and he was in the same lab again like yesterday. Then was taken to Pre-OP room again. This whole thing took 3 hours.
At 3.30 doctor called me from waiting area (Dr Verma) and said we are planning for ERCP for tomorrow as there is a stone in bile duct and procedure for gall stone would be done after ERCP. I then inquired what was happening from last 3 hours. He said we did MRCP again today and now sending the patient to 309 again and giving him food to eat. AFTER 20 HOURS OF FASTING IN THE NAME OF SURGERY. This made me mad and suspicious. I went downstairs to confirm if MRCP was done for the named patient today and the doctor present there said yes it was done. I then inquired where is the report, they said it has been send to the team and in the file above.
I then went to check with the lady on reception which was another sister Riya to confirm what information was she provided about my patient. She said only that patient is coming back and diet should be given to him. I inquired if she was told about MRCP test or surgery today; she said this hasn’t been communicated to me.
I then asked sister to call the doctor and tell him that we want the patient to get discharged and we do not wish to go ahead with surgery. Same was communicated to the team by her.
At 4:15 pm Dr. Gajendra came and started explaining the same things again and asked the reason for discharge or miscommunication if any. I told him again I am offended after knowing the fact that my patient was taken to Pre-OP in my presence and with my consent for procedure only but, then to the MRCP lab in basement without informing me and without my consent. I was kept under the impression for 3 hours that surgery is going on while nothing like that was even happening. Now I am being told ERCP for 14th but how can I trust this team after all of this if ERCP is really happening tomorrow. So, I clearly have trust issues.
He then asked sister to initiate a LAMA discharge and I appreciate the help of sister Riya for quick and smooth processing of discharge.
I then went downstairs to check billing and clear dues and to my horror no re-test of MRCP is mentioned in billing for Dec 13. Also, no CT was done on 12th nothing has been mentioned in billing. No report has been shared. So why did they take my father in the basement again? What did they do? What was their plan and agenda?
I see the whole team along with Dr. SANJAY VERMA is crooked and goofed up. Along with SISTER ANJANA KISHORE who kept sending my patient here and there upon multiple inquiries just to waste our time and the MCRP TEAM. I am at home with my father now and will definitely go to another hospital for procedure but I’m very keen on taking a legal action against doctor, other team(MRI) and Fortis as the bill that I have paid for 77k without surgery along with bed and other charges for 13th Dec for no reason should be taken care of.
Whosoever asked for the delay and the one who participated in the delay is reponsible for the added expense in billing and I should be compensated for wasting my time and energy and for the loss of work at office along with our vehicle expenses as we have been travelling 60kms in morning and then in evening again to reach hospital and then home again.
Not to mention my patient suffered a lot as he was kept on fasting even after knowing that there is no surgery. The fasting required is 8 - 10 hour for these tests and the intention was clear that no surgery would be done why he was not given breakfast in morning as the test could be done a Lil late as well.
If this doctor and his team stay in Fortis (any location) and a strict action is not taken against them; this hospital is doomed.
Also, I went to 2 different doctors after discharge with reports. 1 from Apollo and another one which I chose for surgery Dr. B.D. Pathak (Fortis Faridabad) and all they mentioned that ERCP is not required. It’s a small stone in CBD and need a minor processing while removing GB. Why did Dr. Sanjeev wanted to do ERCP? He is so inexperienced and a money-minded psychopath. Also, Dr. Gajender from his team said, I would appraise you for your decision when I said, I have trust issues that is why I want this discharge and do not want the procedure to be done here. He should appraise me. In fact, he must. I didn’t fall for these jokers and their stupid explanations. Will cut lil part of liver etc etc.. he wanted to make us believe that my patient is seriously ill and need to stay at least a week or more in hospital. Whereas my patients surgery happened in another hospital on 16th and he got discharge on 17th which doctor Sanjeev Verma and his team couldn’t do even in 3 days. Poor guys..