A Citizen’s Account Of Health Care Facilities In A Local Hospital

Disclaimer: “The views expressed in the following letter are solely of the author of this letter (Mr Imran) to the Islamabad Metroblogging team. Islamabad Metroblogging team has no bias, opinion or point of view to any aspect of this matter. This post was made in good will to help one of the citizens of Islamabad bring forward their views on certain experiences, which in many ways can affect all of us living here in the capital. To maintain anonymity, and to avoid any possible abuse or derogation of the hospital staff, the names of all the specific individuals have been removed”

Below are the detail of complaint letter my wife wrote to Shifa International Hospital, and they have not provided any feedback. Therefore kindly post it on your blog so other readers don’t go through the same ordeal. Plus the complaint doesn’t work on their website.

Thanks,
Imran


“Before I start on my complaint, I am not going to give you the patient name, the MR number, nor the appoint time. As, I am speaking on behalf of everyone (the patients) that were being attended in the OPD at that time. I called 2.5 weeks before my appointment to see Dr. ********* for consultation. They confirmed me a specific time to be at the Shifa International Hospital. In fact, I arrived 10 min before the time that had been allotted to me. Upon arrival I contacted the OPD front desk of my arrival; they took my OPD slip and told me to have a seat. After 45 minutes of waiting I asked the front desk, as to what is the status of my consultation with Dr. *********. The hospital employee replied, please have a seat, and you will be called once your turn comes. Yeah sure, like I don’t know that this will happen. What a stupid way to give answer.

Several patients who came after me had already visited Dr. *******. Then after 1 hour and 30 minutes, I got pretty furious and again approached the front desk again and again I was given the same response as before. My husband and I were really pissed off at the service being provided at such a prestigious hospital in Islamabad. I expected at least some courtesy on behalf of staff, which was never given to us. Then my husband had enough of waiting, and approached Dr. ******* *****’s nurse of what is going on? She stated that they have lost my file and are looking for it.

After such a long wait they were telling us now that we have lost your file!!!!. What a pathetic and irresponsible patient service. I feel very disgusted even just mentioning the service of SHIFA INTERNATIONAL HOSPITAL. Then my husband started screaming and yelling at the staff as to why I was not provided this information before. All the patient who were sitting in the waiting lounge acknowledged the circumstances at that moment. After my husband screamed, my file was found within 5 minutes and was called into the *******’s office. I wish he would screamed when we came 1 hr before, our file would never have been lost then. Now here is the problem with my consultation with Dr. **********.

When I walked into the Dr. ******’s office there were already 2 patients sitting in there. She was consulting three patients at a time and one patient was lying down behind curtains. She saw my report and said everything was fine. I had list of questions to ask her and she didn’t even acknowledge my existence. While I was asking her question, she started talking to other patient in the room and walked behind the curtains to attend the patient lying down. I was frustrated on the way Dr. ******* acted, that I left the room. I and all the patient expect to have a doctor and patient privacy. I don’t want any other patient or employee hearing my case. After I came of Dr. ******’s room, I went to the Administration office for complaint of what I have been through.

I asked the person at the front desk to have a meeting with the Operations Manager to file my complaint. The front desk person call some low level employee to hear my complaint. His name was *******. He took me took his office, which was Patient Coordinator Office where he heard the complaint. He said it to me to write the complaint down and submit it to him. WHAT THE HELL!!! I AM SUPPOSED TO WRITE IT DOWN. I AM NOT GETTING PAID TO WRITE DOWN COMPLAINT AS YOU ALREADY HAVE STAFF TO DO THIS!!!! ******** is the one who heard my complaint and he should be the one writing it down. IN CONCLUSION. I EXPECTED A HIGH CLASS HOSPITAL THAT HAD INTERNATIONAL IN ITS NAME TO PROVIDE AN OUTSTANDING SERVICE MEETING THE INTERNATIONAL STANDARDS. INSTEAD I WAS TREATED IN A VERY LAME MANNER THAT WAS REALLY PAIN TAKING. WHEN I PAID MY CONSULTATION FEE, I WANT A STATE OF THE ART SERVICE, NOT A SERVICE THIS IS COMPARIABLE TO LOW LEVEL GOVERNMENT HOSPITAL THAT PROVIDE SERVICE FOR 5 RUPEES.”

5 Comments so far

  1. Muhammad Asif Iqbal (unregistered) on June 26th, 2007 @ 12:45 pm

    My sympathies are with you Mr.Imran and I totally agree with you that this High Class Hospital(just a name now, but not the services) shouldn’t treat patients like that when they are paying 1000% extra fees.

    The same kinda situation happened to me as well infact with my colleague. Once my colleague had an accident and he broke is hand… kinda fracture but the Doctor who was on duty couldn’t diagnose if it is a fracture and he simply asked my colleague just to use some pain killer medicines.

    His pain became worst even after usage of medicines which makes him to visit the same hospital again to see another specialist who found it as a fracture and put a plaster on his elbow.

    I asked my colleague to catch that doctor who treated you earlier ….we reaches to him and told him that its the same X-ray but you couldn’t find the fracture and another doctor from your hospital found it…He simply said I am just a new doctor here and have 2 years experience only but that specialist has 15 years experience so he knows much better than me….

    OH GOSH!!! he meant to say that He is hired as playing around with the precious life of the patients and to perform experiments on them.

    Means “Neem Hakeem Kharta’e Jaan” …that really fits here!!!

    Can such a proclaimed High Class Hospital should have these kinda doctor!????


  2. Muhammad Asif Iqbal (unregistered) on June 26th, 2007 @ 12:46 pm

    My sympathies are with you Mr.Imran and I totally agree with you that this High Class Hospital(just a name now, but not the services) shouldn’t treat patients like that when they are paying 1000% extra fees.

    The same kinda situation happened to me as well infact with my colleague. Once my colleague had an accident and he broke is hand… kinda fracture but the Doctor who was on duty couldn’t diagnose if it is a fracture and he simply asked my colleague just to use some pain killer medicines.

    His pain became worst even after usage of medicines which makes him to visit the same hospital again to see another specialist who found it as a fracture and put a plaster on his elbow.

    I asked my colleague to catch that doctor who treated you earlier ….we reaches to him and told him that its the same X-ray but you couldn’t find the fracture and another doctor from your hospital found it…He simply said I am just a new doctor here and have 2 years experience only but that specialist has 15 years experience so he knows much better than me….

    OH GOSH!!! he meant to say that He is hired as playing around with the precious life of the patients and to perform experiments on them.

    Means “Neem Hakeem Kharta’e Jaan” …that really fits here!!!

    Can such a proclaimed High Class Hospital should have these kinda doctor!????


  3. UBD (unregistered) on June 27th, 2007 @ 3:25 am

    i got more upset, when i saw people comment on this post. we r really “bahhis”. If this post like “Cat House or “Fishy” House” or “Another Action By The Red Mosque Students”. people love to comment magar kohee kuch karnah nahee chahtah.
    views and comments kah achar dalah geeh kia haam loog. we need action.

    Two question for all readers and team of IMB

    how many readers and authors of islamabad metro blog link this post to their personal blog.

    if islamabad meroblogging team has no bias, opinion or point of view regarding this matter. Then atleast MB team post this letter to KMB and LMB web site “WITH THE SAME DISCLAIMER”.

    Mr Imran i think u r knocking at the wrong door even though you mention the name of specific staff in your letter but IMB sensor policy couldnot allowed it. If the government sensored news and tv channel everyone shout like maniac “v need freedom,musharraf down down, and so on”. where is our freedom rite now. We (every pakistani) are living double standard life.


  4. UBD (unregistered) on June 27th, 2007 @ 3:44 am

    SORRY Mr Irshad and MB team. I though U mention the name of the staff. I so sorry again.


  5. Specs (unregistered) on July 1st, 2007 @ 4:41 am

    Well…first of all, you WERE treated very roughly and you have every right to complain.

    Yet, even after all reading all this, i cannot help but defend some of the other staff at Shifa. We have been visting the orthopaedic surgeons, and the opthalmologists. They ARE the most wonderful doctors i have ever known.

    I guess you’re talking about the Gynae wing, no? Its not the first time i am hearing a complaint about that certain branch.

    Well, its more of your *doctor’s* fault than anyone else. See, the person who was giving you lame excuses to try and avoid filing your complaint form…its supposed to work well in theory but in practice, he’s lower on the scale than the doctor. He cannot afford a spat with her (and she does sound like a total b***h). Its not fair to blame the WHOLE HOSPITAL. Its the doctor’s fault…and i guess the hospital will take action. They are a private concern and cannot afford, in plain jagon, as a matter of economics, to lose their patients.

    However, my deepest sympathies to you. You were treated very shabbily. i hope someone rectifies the mistake and atleast has the courage to apologize.



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