MAX HOSPITALS

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MAX HOSPITALS Reviews

aggarwalkapil October 4, 2009

Poor customer service

I believe the standards of quality customer service have been descending over the last few months especially over the last one year.
There have been various instances which may have gone unreported but here is the latest which I cannot but pen down.
When I got in touch with the appointments section at about 2 am on Monday 5th October I was shocked when I was spoken to in a rude manner. Upon enquiring for an appointment for “Gastroenterology docs” I was asked where I am calling from; though I did reply politely “Gurgaon” – one wonders if the doctor’s treatment is going to be any different for patients from various parts of the city.
Further I was corrected and told that they hospitals do not have “Docs” but have “doctors”. The gentlemen on the other end (Rishi) I would like to believe was never trained on empathy – if a patient like me was calling at 2 am was it more important to correct patients on their vocabulary rather than attend to them.
The final straw which made me right this was when my personal details wre being asked to book the appointment. As users of Max Hospitals over last 5+ years we as patients do know of the systems that you use. I was repeatedly asked for my name – I do know that the appointments are booked using our contact numbers which I shared with the gentlemen. However, even my first name was not enough and he kept asking for my complete name – this happened about 3 times, until writhing in pain, I decided to give-up and get an appointment rather than argue.
The question that want people to think about is do large hospitals like Max Hospitals, provide quality customer service? How are these better in terms of empathy and customer understanding which is expected. Aren’t the local family clinics run by individuals much better.
I have tweeted here to share my bad experience.

October 23, 2007

Money minded greedy hospital

Friends

Thank you all for your concerns.
Sorry for takin time to let you all know what is with Kevis case.
The parents are also informed about you all and they send their greetings and wishes to you all who makes their burden lighter. The inhuman people around like those in Max "super speciality" hospital who are just the antithesis of what it claims "caring for you… caring for life"; the slogan they use that betrays many there are also people like you all who cares. We don't know who Kevi Angami is but humanity comes calling in the yet another form and this time in the face of kevi and for those of us who cannot tolerate atrocities and injustice kevi is seen in the faces of many; faces whose voices are silenced, faces who have been betrayed by systems they cannot fight against(corporates in this case!) May we never fail when such faces appears.

kevi is out of Max hospital but not without great humiliation. Some friends who happened to know the owner intervened. They did not charge the remaining amount other than the money that was paid(1,35000) . The fact that these friends are lawyers helped immensely and my assumption is that one strong point that speaks of the grave injustice meted to kevi which is legally and ethically wrong was the fact that max hospital stopped her medication for 2 weeks yet did not let her go. They were not treating her but just adding on to her pain and the medical bills. A hello in Max and the likes cost 500 and euphemistically they call it 'consultation fee'. Consultation when the patient nor the parents were informed about what all is happening. I am not able to put what all they went through. It just drives ones mad just listening to their story. The soft spoken and tired father narrates what the admin head said 'if you are poor why did you come to such a place'. The father said he was so hurt and it only goes on to say nothing can put some sense into such people but I am happy that the father said ' some people love money, some people love life'….. May the woman and the band of criminals learn that life is not just about money and making money.

The endless hours of paperwork went on till sunday morning. We were told that AIIMs would not admit the case so the option was to go to some private hospital after making some rounds mahinder in green park said they will admit her. kevi was taken around 3am there but after they saw her condition they refused to take her in. This is despite the fact that they were told about the case beforehand.

At that wee hour options were running out..but but even if the door is closed the window is wide open..wider than the door.

We woke a doctor friend who works in safdarjung hospital. kevi was admitted in the same hospital Sunday morning at around 5.00. She had a colostomy the following evening. It is not a beautiful sight and she is in pain but

Medically it is a 'hopeless' case but she has not given up hope. Every ounce left in her is defying and fighting against medical proclamation.

While she was kept waiting in the hospi she called her fren to tell her that she is now in safdarjung and that she hands over 'the money' to her mother the next day because they have no money. She added how the doctors are still contemplating her case because they are 'afraid' to operate on her "they are scared that I will not survive" and she laughs!

She is the 25 year old Kevi Angami who is too strong for wimps in max hospital to handle.

PS:YOu can write to her as well and I can take a print out and pass it on to her. May she be comforted knowing that all of you are with her