On 6th night, we had to get our kid admitted in emergency. These are the most alarming issues which the patient and attendant had faced at such a late hour.
1) Admission & Room related issues: On admission, billing told that only room available is 4 bed sharing room despite of single room asked by attendant. After lot of requests, magically the twin sharing room appeared and assigned R.No.306 at 10pm.
The reason given by admission desk behind this magical appearance of 306 room is perhaps some normal ward patient was upgraded to these twin sharing rooms and now we will move them back and shift you in there. Really is it!!! I can easily spotted R.No.308 twin sharing basis was empty and spotted 3 single rooms 301, 305, 324 empty on same floor. Despite of so many availability, how come we have been denied at first. It was really a mental harassment at admission desk first.
Further, when the twin sharing room allotted, face following -
1.a) The bed wasn’t ready when brought the patient from emergency room.
1.b) There was no bed back for resting support. On asking, first the staff said, will provide only in morning. On calling the supervisor, it got replaced with another bed after to n fro discussions.
1.c) We simply asked for 2 pillows (1 for patient and 1 for attendant) & 1 quilt (for attendant), but it was so ruckus. First, they sent dirty pillows or completely broken pillows. On asking for replacement, nothing showed up. Told to duty nursing staff and she then called herself to HK for pillow, but they again sent the quilt. Fortunately, the war of pillow and quilt ended after calling supervisor again.
1.d) Another issue about Corona guidelines - Despite of govt. official corona guidelines, they were not adhering in the room. The second patient’s attendant wasn’t wearing even mask.
I understand for small kids, the Corona test not to be done but how about the attendants of any patient. They could be the silent carriers (spreaders/receivers). In this crucial time of pandemic, how the c-19 appropriate behaviour can be maintained in such twin/four bed sharing rooms.
To be surprised, after multiple followups with Duty supervisor and to & fro to billing desk at midnight, again magically single room appeared and we got shifted to R.No.324 at around midnight 12:30am.
1.e) Moving to the new room, again the same issues - room wasn’t prepared, no towel, no toiletries available. One simple thing about soap dispenser, given the open bottle without any cap or its dispenser unit (just an open bottle). Till morning no one replaced that bottle. At 7 am I called HK to send the proper soap dispenser and the staff appeared with dental kit and soap..seriously !!!
I myself is feeling embarrassed in writing such a small petty things, how the things are managing here.
2) Regarding the food given to the patient: After admission to room, proactively the dinner had sent for the patient. But surprising to see the goof up-
2.a) The patient have been admitted due to acute diarrhoea and doctor recommended a soft diet. What we got was Shahi Paneer, Gazar ka Halwa, Aalo beans. Really that’s called a soft diet. Even the doctor/nursing staff on duty was also surprising and laughing. Again to & fro with kitchen, and finally got daal, aalo bean and khichdi which is also not at all suitable for such an accute diarrhoea patient.
2.b) Next morning, kitchen called to check what you would like to take for breakfast - Vegetable cutlet, Idli Sambhar, Upma. Really again is it us who are expert or is it dietician’s responsibility to give the appropriate food as per patient condition?
On enquiring, we got to know there is no dietician expert available, only come after 9 or 9:30 am. So does that mean, a patient came with critical situation would rely on such poor knowledge kitchen people?
I am sorry but such things are not at all acceptable (one off always acceptable) for such a large reputed institution.
Believe me, I am not feeling any joy in writing such petty things. It should be hospital’s duty to follow the protocols and guidelines.
The matter won’t ended here. As I have made complaint during the stay, a lot of follow-ups have done by operation manager. Post-discharge also she called twice and apologize for the incidents. And as a token of compensation, send a goodie bag and some muffins/cakes ordered by max f&b dept thru Butter n Berry bakery. Unfortunately, those muffins were induced with live roaches .. Believe me, there is no value of lives here.
One person recovered 6 days ago with acute diarrhoea due to food poisoning and again hospital themselves sending contaminated food with live roaches. I have recorded videos too and planning to file a grievance in FSSAI soon.
Hats off to staff and services of MAX HOSPITAL, Vaishali.
Be careful while you step in next time there.