Bringing the 'care' into the healthcare sector

Mumbairsquos newer fivestar uberluxe hospitals are always in the news From politicians to films stars and the Johnnycomelatelys everyone checks in to these highly recommended spaces for their worldclass stateoftheart facilities While most of these luxurious hospitals receive a thumbs up for their allround services thanks to a lineup of the most respected and biggest doctors on board as well as sensitive support staff including customer care and administration there remain a few bad apples that seem to have missed a vital factor in their quest to press all buttons and compete with the big league A hospital should be sensitive to look into every element of the word lsquocarersquo The former factor is almost always a nonissue Mumbairsquos hospitals and patients have always been blessed with services from the very best on board It is the later aspect that tends to add to the stress levels of the next of kin as this writer was to discover some time back While doing the rounds at one of the cityrsquos oldest reputed hospitals in central Mumbai one was pleasantly surprised and reassured at various points of the warmth compassion and sensitivity of its staff be it the cleaning staff the billing department and some of the biggest names in Mumbai if not Indiarsquos medical landscape being on call 24x7 Along the way as one was tending to matters at hand this trait across the board struck a chord about a hospital that was living and working around the true meaning of the word lsquoCARErsquo Convenience necessitated that at a later stage one had to shift to a new hospital in the eastern suburbs On paper this new hospital seemed like the right choice mdash reputed big name bigger branding and with it skyhigh expectations of a similar if not better experience It wasnrsquot to beu00a0The nightmare began at the checkingin phase Rude impatient staff greeted us at the customer care yes section They seemed to forget that one doesnrsquot walk into hospitals for a picnic or for reading time or perhaps to chill in their popular canteen Stress of inexplicable levels is usually topmost on most minds Wheelchairridden patients were made to wait for hours despite prior arrangements before moving to a room senior family members were spoken to with scant respect and unless firm repeated requests were made as one realised it was impossible to get things moving One was at pains to gauge as to what counts as customer care or if these people behind such counters were even remotely aware of the sector they work in While the doctors and nurses on call soothed the frazzled nerves and anxious moments the support staff continued to jar the senses at various points The final rites of this insipid forgettable experience were when the time came for the patient to be moved out of the hospital via an ambulance When that moment arrived the ambulance staff removed the sheet covers in a most disrespectful manner The rough inhumanly method of moving the comatose patient wouldrsquove given any of the familyrsquos kin a stress attack Normal procedures we were told Later on on exchanging notes one realised that such cases were common One shudders to imagine what similar horror stories might have unfolded in these socalled quality healthcare spaces Clearly the powers that be ought to look into this equally integral aspect of the 360degree spiel that is paraded about most bigticket hospitals Dieticianapproved meals and wellstarched uniforms donrsquot always save the day mdash The writer is Features Editor MiD DAYu00a0