Feb 21, 2022 03:22 PM
4081 Views
On behalf of my brother, I would like to raise the COMPLAINT about Practo Delhi Team. The thing is my brother went through a surgery on 19th Feb 2022.
There was a breach of commitment ever since we connected Practo. There was no prior information shared by Practo to the concerned hospital. It was we, who did everything right from getting admission to bed till getting discharged.
I am categorizing this complaint in three categories:
A) Unethical/ Nontransparent Medical Practices
1. For the same medical treatment other patient in room 2105 Mr. Prince was billed Rs.43000 by Practo and our bill was made Rs.1, 36, 620.
2. Post our intervention and investigation with social media reporting the bill was reduced after removing unwanted charges as Rs.1, 06, 620.
3. Unwanted medications were prescribed and sent to the patient and after some time the same medications were collected back by nursing staff but everything is billed.
4. The surgery was pre-agreed that will be done with leaser technology but later in the bill was added at additional element.
5. I was never told about the ‘Spinal Anesthesia’ which was a surprise to me after admission and now due to this, I am suffering from severe pain. In fact we were told that due to the Anesthesia the charges have been increased.
B) False Commitment
1. Care Buddy was not available with us throughout the entire process at the ground.
2. Dedicated Care coordinator was completely not available.
3. On 18th Feb I denied processing the surgery due to the high expected cost, but Ms. Simran and his Senior Mr. Nikhil promised that they will get this surgery done within 80K but it was not done.
4. It was agreed that the patient will be released on the same day by 7 PM but Practo representatives kept the phone switched and we could only be released at 5 PM on 20th Feb 2022.
5. Practo team committed for Home Drop Facility but it was provided for half.
C) Unprofessional approach
1. Care buddy Mr. Nadeem’s phone was not reachable post 1 PM, 19th Feb to 10 AM 20th Feb.
2. He left us on our own and we have to go post to pillar to get the things done from admission to discharge.
3. We had to run behind the hospital staff to get the discharge papers done, we had to request Duty Doctor, Typist, Billing desk, TPA desk, Pharmacy clearance etc.
4. The SPOC Practo Executive Ms. Simran's phone was also switched off till 10.30 AM on 20th Feb.
5. After admission only Surgeon Doctor and Equipment agency was called to come, it was not well informed before.
My question is what role has Practo actually played here?
Only arranging a cab is this what Practo is looking forward for?
How pathetic their service can be?
In such a critical crisis period when I was needed their help most of the Practo team was unavailable for such services from Practo at least should never be trusted. Practo is only making money without having objective of caring the patients.
Apart from the due pain, I have to go thru the following financial and mental losses:
1. My insurance policy amount is getting exhausted and I am being left with less coverage for me and my family.
2. I and my family have to go thru the metal trauma and I suffered with anxiety disorders when I was not allowed to leave the hospital and was asked to pay Rs.30, 000 which defiantly I was not having and due to this I have to face an embarrassing situation.
