My elder daughter Saanvi had a persistent fever and we had to get her admitted in BMJH, Millers Road on 16th around midnight. After coming home yesterday night, I was so frustrated with the mistakes your esteemed hospital had made, that I have decided to write an open letter about it.
a) The weakest link of your hospital is your nursing staff. Despite being in a private ward with nursing charges of 1400 per day – boy, I did receive sub standard attention. The alarm button which was supposed to alert the nurses didn’t work most of the time. And the times it worked, the nurses had 50% clue on what to do next. WHY? We reached a stage where we could not trust any action the nurses did, and started questioning everything, for our confirmation. Sample examples –
> The changing of Saline measurements. Doctors after visits did change the numbers, which half of the staff wasn’t aware. So, we were always worried if 100ml/hr is a good number to inject into kid’s body.
> After her regular doctor changed her saline from NS to RF, the night duty nurse promptly puts NS back at 4 am after the RF bottle is finished. When we question them next morning, no apologies and just rather changes the saline. Why are you not aware in the first place? What if this is an important injection you’ve exchanged with something else?
b) As Saanvi did have persistent fever, the doctor insisted for a daily platelet count check. Which translates in english to, a daily blood test. So, the nurses now cannot get the nerve of a 5-year old, and keep pricking until they get one. God, please teach the nurses how to conduct a perfect blood test before releasing them for duty?
c) The Star of All perhaps. The platelet count on 19th showed 32,000 which is in danger zone. They shifted the kid of PICU for continuous monitoring. As the previous day was 95,000 – we were still in shock how could it drop so drastically. No doctor comes and assures us after the kid goes to ICU, and comes in after almost-a-quarrel with the PICU nurses. And orders a second blood test. Lo, the platelets jump to 97K.
Here comes the best part now. The doctor looks at the reports and casually says – 32K is a wrong report. The clots have been collected during blood sample and hence the test is incorrect. You can ignore it. WHAT??!!! I have been undergoing mental trauma since morning, as I was worried on further platelet drop.
Now, when you know the nurse and hospital is at fault – you just do not talk anything. And going by doctor’s expressions – this looks like a very recurrent phenomenon. Except us, NO ONE AROUND was surprised by an incorrect test result.
So, please – either your nurse should know that she hasn’t collected the blood right way.
OR, as a doctor – you should suspect this and order a blood test right away. Atleast, talk with the worried parents sitting clueless in the ward?
Oh, and icing on the cake. No mention of 32K in the discharge summary – cleanly wiped off.
d) The process of creating a discharge summary takes 4 hours. And what a wonderful report is it? It mentions that Saanvi has fever since 3 months, and her age is 4 years and 4 days. Please guys – give us a break?!! And every single action moved only because we followed up until no end. The floor co-ordinator was getting angry on being asked of the status – instead of pro-actively attending to the issue. Even after we spotted these errors and asked them – they are quite casual about it, and said they will courier.
Although the doctors are good, the overall experience created by the hospital was extremely unprofessional.
And what about the massive amount of paperwork? Nurses handing over instructions over pieces of paper was equally scary.
Next time in case of medical emergency, your hospital is the last option to look for.