I had one of the worst experience with Shekar Nethralaya not with Doctors but with their support team. During our visit it was claimed that they would extend full support for timely cashless surgery as I had my parents medically insured. Unexpectedly, Insurance company acted very promptly but on the contrary, loose commitments and false assurances from Shekar Nethralaya executives saying "I will call back" but no one did.
I admit I was attracted by this hospitals dished options, complete with its Van Gogh reproductions, comfy sofas, and fancy welcome packs for special guests. By contrast, what actually happened was nightmare. Needless to say, I was unaware of all this when I started trying to schedule a cataract operation for my father which they budgeted for Rs 29, 000 +, everything was scheduled, I changed all my schedule based on date given by hospital assuring that they would coordinate with insurance company which I had to intervene as no initiation or sense of responsibility by Shekar Nethralaya support team.
So, after an initial bout of hyper-enthusiasm, our scheduled date was changed by Shekar Nethralaya as they failed to co-ordinate with insurance company for a variety of frustrating reasons, ranging from “Fax machine not working” to “We have sent an email but I think they have not received it” and so on and so forth but they postponed the date without intimating us and I had to call to the hospital to figure out date and various reasons. Was expecting a call from hospital if they change the schedule was asking for too much.
Most of the follow-up was coordinated by me and received “Relationship Manager”, which I soon realized is a corporatized –hospital phenomenon that occurs when you replace an actual interaction of doctor and patient with someone who often isn’t even capable of answering the telephone
And every time I would hear the refrain that some esoteric complication in process was responsible for the delays, and that the case needed to be referred to a mysterious place called the “concerned department, ” which is I soon learned was corporatized-speak for “black hole.”
In fairness to Shekar Nethralaya, doctors are really good, friendly and empathetic with their patients. Due to doctors I would rate it 2 out of 5 but goodness of doctor is taken away because of bad overall experience.