Operation: Laparoscopic Cholecystectomy post Gallstone Pancreatitis
I am writing this provide feedback of my mothers Hospital Experience at Apollo under the express care of Dr JKA Jameel and his clinical and administrative team. I am also including some constructive criticism of the general processes during admission and discharge
At the outset I must mention the simply fabulous care extended to my mother by the entire outpatients and inpatienathy and authority. He immediately put my mum, dad and me at ease with his detailed explanation as to my mothers condition and the necessary next steps and options; a task not made easy especially when dealing with myself, a fellow clinician in the surgical field.
He answered every query with tact and prowess.
The entire outpatient and pre- assessment team, clinical, administrative and technical is to be complimented for its caring attitude and efficiency in the wake of significant pressures. Please convey these sentiments to each and everyone of them that made contact with my parents and me. Special mention of Dr Jameels Secretary, Mr Manohar who was extremely pleasant and helpful
The only 2 points I will raise relate to the unnecessary post operative investigations in the absence of clinical indications on the ward. My mother had unto 4 ECGs despite not having any clinical signs! This is such a waste of clinical resources and time. Also a significant amount of clinical resource was wasted in making a cardiology referral when all investigations and vital signs post op were to the contrary.
The other is the process of discharge. The decision to discharge was made at 10 am yet I couldn’t take my mum home until nearly 4 pm! The delay was made in Billing as we were part covered by insurance. It seems counter productive to send off to insurance after the final billing when in a patient with planned discharge this could have been done so much more efficiently by prior authorisation! What is worse is that the attitude of the senior staff in the billing department downstairs was ‘ this is how it is take it or leave it” which when one is paying a premium for services is slightly less than acceptable in my opinion. My mother spent an additional 8 hours in a hospital environment when it was not necessary. In the UK this would be cause to report as a clinical incident and would reflect poorly on the hospital at a Care Quality Commission inspection!!! Considering the risks of nosocomial infections, MRSA and C Diff this is almost unacceptable on clinical grounds leave alone the social inconvenience caused. Added is the fiscal deficit to the hospital caused by an additional 8 hours occupancy of the room!!!
Overall I would rate our experience of Apollo Hospitals, Greams Road as very positive and on a scale of 1 to 10 I would give an overall score of 8. For clinical care 10 and for the discharge process a 4.
