1. In spite of being an educated, articulate person, I did not find any process in place, to route my grievance through, when I found a lack of service in the hospital. I want other patients, too, or their representatives, whatever their level of literacy or awareness, to be given a concrete channel of grievance which is made clear to them at the time of their admission to the hospital.
2. I want billing practices to be improved in the following ways: Operation Theatre (OT) consumables and charges itemized separately, with the patient having the ability to cross-check the items with the doctor/surgeon, in case of a dispute. Other consumables to be itemized on the bill, with the patitent (or the family or friends) being able to query them. Not every patient will need, or want, this facility, but it should be in place for those who need it.
3.I took along a friend of mine, Tara Ollapally, who is a legal mediator, to ask the hospital to build a system whereby, in the event of a grievance or of lack of service by the hospital (whether administration, billing, or medical/nursing care) , the patient or the representative can have the option to have a legal mediator (a neutral third party) present in the meeting between the hospital and the patient, guiding both to a practical and pragmatic solution, rather than a path to our time- and money-consuming courts.
Dr Manish and Nayna Pai both agreed to the points of view presented, and did mention that they would also want such practices embedded. Dr Manish mentioned how,often patients and their representatives threaten and do actually take physical action against doctors and hospitals. The idea is to reduce this culture of confrontation, where one party is aways jockeying for superiority with the bottom line being money, not the issues at hand.
If I am given clear documentation in the near future, that Fortis Hospitals, Bannerghatta Road, has changed the billing system, with more clarity and transparency, and is working, long-term, towards making patients more aware of their rights in querying hospital practices, I will certainly change my present opinion of them, and be willing to agree that there is hope for positive change.
As of now...my perception is that I don't want to ever enter a hospital... or a court of law....if I can help it! I feel both may take years of my life, and/or chunks of my money, with nothing to show for it.