Apr 13, 2014 01:08 PM
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Shri Balaji Action Hospital -
One of my relative's was admitted in Shri Balaji Action Hospital, Paschim Puri, New Delhi on 17th March 2014. For two days she was in High Dependency Unit (HDU) and on 19th March she was shifted to ICU. During this period we have had lot of personal experience about how this hospital works. My experience is far from being satisfactory. Old Indian saying- fully applies on this hospital.
She was taken to emergency with cough and vomiting. Her medical history was informed to the doctors and all reports and treatment details were shown to them. A CT scan was done and we were informed that the result was satisfactory. She was shifted to HDU the same day. On 19th March she had a fit. Nurses present in HDU continued saying that it is normal and required medical assistance was delayed. My daughter and son-in-law had to hold her as we were afraid that she might injure herself. We were shocked when the doctor discovered that the report of CT scan done on 17th March was not available in patient’s medical file. We had to rush to laboratory, collect it ourselves and hand it over to the doctor, who, to our shock, informed that there was a clot in her brain and that was the reason of the fit.
We are sure that the delay in treatment relating to the clot is responsible for deterioration in her condition. It is unthinkable that doctors on 17th March informed us that everything was OK in the CT scan. The laboratory did not release the radiologist's report the same day. The laboratory did not send the report to doctors and also no staff member bothered to collect the report. The report was not examined by the doctors till evening of 19th March. We wonder why radiologist did not inform the doctors when a clot was found. It was only after she had fit that the doctors asked for the report and we had to collect it and then it was discovered that there was a clot in the brain. Her condition had deteriorated to such an extent that she was shifted to ICU.
Timely providence of lab reports and their examination by the doctors is highly unsatisfactory. This is criminal negligence. Two doctors and two opposite conclusions on the same report. It creates a doubt about their technical competence. The patient was without treatment of the clot for two days and probably the deterioration in her condition. In spite of our complaint, hospital did not investigate this negligence and any corrective actions.
The in-house laboratory of the hospital is NABL accredited as per ISO 15189 and such negligence cannot be expected from a laboratory accredited by National Accreditation Board for Laboratories. Now we wonder what systems have been designed by the laboratory and whether these systems are being effectively implemented, whether the concerned staff is properly trained, whether they are aware of importance and urgency of their jobs and whether they are aware that any delay-negligence in discharge of their duty can result in serious harm to the patient.
The hospital is also accredited by National Accreditation Board for Hospitals and Healthcare Providers(NABH). What we have experienced is shocking and cannot be expected from a hospital with these accreditations. We wonder whether systems designed and implemented under NABH accreditations are in the interest of patients or in the interest of the hospital and its convenience. In spite of our continued efforts we could not know what standards have been set by NABH and how effective is the implementation by the hospital.
See what its website says - Sri Balaji Action Medical Institute has been established with a mission to provide world class integrated healthcare facilities to all sections of the society with a humanitarian touch, while maintaining a high standard of ethical practice and professional competency with emphasis on training and education leading to research. "The Institute will impart free medicare to the poor and needy people with an aim to run the institute on no profit no loss basis." The Institute has been promoted by Lala Munni Lai Mange Ram Charitable Trust of Action Group of Companies. The chairman of the trust Lala Mange Ram Agarwal, a great philanthropist had a strong desire to build a hospital for the service of mankind. With the blessings of Sri Balaji, the deity of the family, his long cherished sattvic desire has been fulfilled with the opening of Sri Balaji Action Medical Institute.
Equipment, facilities and nursing standards are all structured keeping patient welfare as the ultimate goal. The core catalyst of the hospital functions is patient welfare and recovery. For us, freedom from pain, restoration of perfect health and resumption of normal life with respect to the patient is of paramount importance and throughout the treatment process the mental and physical well-being of the patient is the main priority. We have thus encapsulated these work ethics in our motto “healing with a human touch” and strive to always uphold it.
The Logo of the Institute portrays its philosophy; it consists of a hand embracing the flame of life with a sphere in the background. The Human Hand represents the healing touch and health care our dedicated teams of professional provide to brighten the lives of those who come to us. The Flame denotes the traditional values of honesty and selfless service towards our patients. The Sphere in the background reflects our commitment to maintain international standards of excellence.
Certainly a laudable statement, but its achievement at the ground level is what matters to the patients. We could not see any evidence that doctors and staff are aware of it and are committed to it. Everywhere an invisible wall of commercialism is encountered by the patient’s attendants. During these days we have been hearing what people around us have been talking. There is large scale dissatisfaction and resentment. We feel concerned about the well-being of our patient when people waiting on their patients like us speak of better services provided in other hospitals.
We brought our observations to the notice of Hospital Board through written feedback-Complaint for immediate improvement in the quality of health care services provided by the hospital through close monitoring and review of the systems designed under NABH and NABL accreditation. We have reserved our right to make complaints to higher authorities including accreditation/certification agencies. Our aim is also to ensure protection of patient’s rights which at present are being ignored in the hospital in all its areas, administration, security, communication, medicare and laboratory services.
Another aspect of hospital service, which is highly unsatisfactory, is communication between the doctors and patient’s attendants and between panel doctors and visiting specialist doctors. There is no proper system of introduction of the team of doctors and briefing schedule to patient’s attendants. Most of the time, attendants had to run after the doctors to know about the condition of the patient. This leaves the attendants in a state of confusion and uncertainty and cause lot of mental strain. On our repeated anxiety to know the condition of our patient the doctor has even commented that we were putting pressure on him and that is not desirable. We did not know what to do. We had brought it to the notice of the President. After talking to him we were relieved a little but there was not much improvement in the situation. The only effective communication between the hospital staff and patient’s attendants is staff advice to deposit the hospital expenses. We were told again and again to deposit the fees. We have been depositing the expenses regularly but sometimes it takes time to make arrangement of funds. We were shocked when at one occasion we were even threatened that in case we do not make a deposit immediately hospital will stop providing medicines to our patient and we will have to buy them and give them to the staff.
Rights of patients are only on the paper and we are afraid that hospital staff is not even aware of them.
Another matter of serious concern is ICU, its maintenance and regular cleaning. It is well known that hospital-acquired infections(HAI) represent the most common adverse event in ICU. Their prevalence is high and they are associated with increased morbidity and mortality. The environment plays a central role in the transmission of hospital-acquired pathogens(HAP) and in the pathogenesis of HAI. Many bacteria, especially multidrug resistant ones, can survive for several months in the hospital environment in particular in areas close to the patients. It has been proven that pathogens are transmitted from the environment to the patients. It is also not known what cleaning methods are being used in your hospital’s ICU and whether these are microbiologically effective. People entering ICU do not remove their shoes and do not follow any precautions. Security guards are seen telling them that there is no need to remove shoes.
Security guards need a human approach. We wonder whether the deployed guards have been trained to provide security in a hospital where patient’s attendants are always in a mental state of anxiety and tension.
In HDU we experienced a shocking instance of negligence. We found that blood is dripping from the arm of the patient. On inquiry it was revealed that drip bottle has become empty and nurse was not even aware of it. On our intervention it was corrected but the nurse was not remorseful. High Dependency Unit is not at all dependable. We have lost all hopes. Our relative had already been put in a highly deteriorated condition. The chances of survival are slim. If her condition improves and we are in a position to take her to home then she will always remain in state high risk. THIS IS ALL DUE TO NEGLIGENCE AND INCOMPETENCE OF DOCTORS AND STAFF.
