I recently had to get my wife admitted to the Max Hospital in Gurgaon. Below is a review based on my experience of this facility. Overall, I am satisfied with the services, but there can be improvements. First a little bit about the facility itself. Max is a relatively large hospital with a large number of specialities and services. They have over 100 beds, 2 Operation Theatres and a 12 bed ICU (information courtesy Max Website); they also have a Emergency Response team.
By the looks of it, the hospital seems very modern and professionally managed. The staff at all desks are friendly and eager to help. It contains a 24 hour cafeteria and a 24 hour pharmacy (two things that I believe are a must for any decent hospital). It is located near Park Plaza hotel in Sushant Lok 1. Now I will talk about our experience.
The Emergency Ward
We started out in the emergency ward. The experience was positive enough. We had to wait for a long time (as my wife’s situation wasn’t life threatening at all, so the doctor had prioritized her accordingly). A battery of tests was ordered (and was required) as soon as the doctor had a chance to examine her. This is where the system disappointed me a little. I would expect these tests to be carried out in a process and I would expect the patient to be notified of the progress of steps in this process.
We had to wait for a long time before someone came to take blood samples and other measurements. We weren’t informed of how long this might take. We just had to wait wondering if they had forgotten about us. I actually had to walk over to a nurse to figure out if something is actually happening (something I didn’t want to do as I didn’t want to interrupt activities in an emergency ward). Furthermore, the on-duty doctor had forgotten to queue my wife for an Ultrasound (which the doctor who had checked my wife had asked for). It was only when the doctor came back to check again did she get queued for an Ultrasound.
The Admission Desk
So after a lot of waiting, the conclusion was to get my wife admitted. Here’s where things started getting a little better for us. I was asked to go to the admissions department to get things rolling. This was a very smooth and quick process where the person at the admission desk got us going very quickly and efficiently.
There was a small confusion where when I presented my Insurance Card, they first said that they do have a link and I will be able to do a TPA on this. Then they came back and said that there is no link up and I will have to go for a direct reimbursement on my own. I was ok with that, and placed a deposit (a requirement if you don’t have a TPA with clearance).
I chose a Single Room (instead of shared, and though they have deluxe rooms available, I was informed that they haven’t starting using them yet). Anyway, the cost of a single room is Rs. 5000 per night, and if a doctor visits you in a single room then you are charged Rs. 800 per visit (which is more than you would be charged if it was a shared room, a logic that I don’t understand at all).
I was issued 2 passes, one a visitor pass and another an attendant pass. The guards posted at the elevators and stairs check for these passes when you move between the general hospital area and the area where the rooms are located.
After I had cleared the formalities, my wife was moved from the emergency ward to the room.
The Room and Room Services
First impression was that the room was disappointing. It was a small room, and for Rs. 500 more, you get a much bigger room in Artemis (and for much less you get a huge room in Privat Hospital, though that one is not as modern). There is barely room to move around in the room.
For a modern hospital, the bed was also a little disappointing (but maybe I expected too much). I would have expected (for the price I paid) to see a bed which would have electronically controlled bed adjustment. Instead if I needed to raise the back of my wife’s bed, it had to be cranked manually. Secondly, there was a small uncomfortable couch for me (the attendant) on which I was supposed to sleep or wait (even if they wanted to, they couldn’t put a big one for lack of space).
The problems however stopped here. The room service more than made up for these shortcomings. We had continuous attention by very polite people who would come and check on us. We had visits from the dietician and room services who checked whether the food and service was up to our satisfaction (this check was done daily). We received a daily visit from the housekeeping supervisor who wanted to check if the room is being cleaned regularly.
The food arrived on time, and was always brought by a well dressed person who would be wearing a hair net to prevent any hair falling into the food. They have a separate kitchen for the patients which serves all types of cuisines based on the preference of the patient. The food was generally tasty. They also have room service for attendants which brings food from two different cafeterias they have on premises.
The Nursing Staff
Very courteous nursing staff, well spoken, and always smiling; when you are sick, you really do want to be surrounded by such professionals. This is of course expected of any good caliber hospital.
Once again, the only thing missing was feedback. We asked a nurse to call my wife’s doctor to come and visit, and although we got the visit eventually, the nurse never came back to let us know if she has notified the doctor or not, and what time will the doctor be visiting us.
This is where things got a little harrowing. We were notified that my wife will be discharged in the morning (around 9 am). And we finally left the hospital around 5:30 pm. It took that long to get the discharged processed. And here’s why.
First up, since I was going to make a cash payment, I would have expected it to be very quick. Apparently, it takes up to 2 hours to even get to that stage (clearances, documentation, etc.). I was surprised to see that a lot of this process was being done manually. I would have expected a hospital of this size to have software automation which covers these aspects.
In any case, once this was done I was notified that my case is not a cash payment one but a TPA one (remember that I had been told that Max is not linked with my insurance company, as it turned out, this was not the case). Now while I was happy that I can would be able to do a Cashless transaction (and kudos to Max for tracking this down), this meant that the discharge process just got longer (as you need a clearance from the insurance company for the claim before you can discharge).
The overall impression is still good and I would recommend anyone to visit this hospital if they ever need one.