Narayana Hrudayalaya Hospital took over MMI Hospital 10 years ago with the promise to improve facilities and bring in more doctors to serve the local community. However, after so many years, it seems that not much has changed. Despite poaching some doctors from nearby hospitals, good doctors have also left, and while there have been some improvements, such as upgraded uniforms for staff, the hospital remains largely the same.
A VIP culture is prevalent in Narayana Hrudayalaya Hospital and can be observed on a daily basis. While there is a complaints and suggestion box and a phone number for patients to voice their concerns, it’s well known that these channels are often not effective. The author personally witnessed security staff verbally abusing a patient for parking their 2-wheeler near the ER in a vacant spot. The hospital also moved its parking from the front to the back, adding an additional 5-minute walk to reach the hospital. Despite being called repeatedly by the hospital for clearance, the author felt that the hospital was not well managed and the rules and regulations were only meant for common patients, as politicians receive special treatment, including assistance with parking as close to the hospital entrance as possible. Inside, staff prioritize VIP patients, moving other patients and their attendants aside to ensure they can move freely. There is no waiting in line, no waiting for reports, and no limitations on the number of attendants.
Patients often voice complaints about various issues, but the hospital rarely takes action. One such complaint is against Bharati, who works at the finance window and handles billing. A patient’s family member reported that Bharati stopped treatment because the bill was accumulating and she wanted it cleared first. The author had a similar experience, being constantly called for clearance from the finance team instead of consultation, and their father was kept in the hospital for over 24 hours due to a lack of bill approval from the insurance company. The author was also frustrated with the discharge process, as the manager delayed preparing a summary report until after the bill was paid. Despite having a mediclaim, the insurance only covered 2/3 of the bill, and the author had to pay the rest, along with a hospital discount of 27k, before their father could be discharged.
Narayana Hrudayalaya has gone from being the best hospital to the best hospital with the best doctors, but with greed and poor management. The author would return to the hospital for its poached doctors, but would avoid seeking treatment unless it was critical. They suggest getting in touch with a politician before visiting the hospital, as staff are more likely to provide better treatment if they know you have connections.
