While the doctor was very good and my father was well satisfied with the procedure (strictly speaking), BLK is the most horrendous hospital that I have ever come across; completely representative of the idiom "All that glitters is not gold". Let me describe the ordeal - we arrived at 6:30 am as asked, however the process of admission took extremely long because we weren't given the admission slip during any prior visit and nobody from the department had kept the slip at the counter knowing fully well their day care patient for elective lipoma excision shall be arriving in the morning. I myself am a doctor and understand how the admission procedure works and was quite astonished to see how simply there was no provision made in advance for this to go smoothly. But well, every hospital has their system so we overlooked this minor inconvenience. A member from the department comes, and informs us that a liver transplantation has come up due to which the surgery has been delayed to around 2pm and that they were unable to convey the same earlier. Again,being a doctor i understand unforseen emergencies can come up which have to take precedence over minor elective surgeries. There was no clarity whether the procedure would be done under local or general anaesthesia so my father had been put on i.v. fluids and nil per oral since 9am. It's 2:30. No intimation regarding the status of the surgery from anybody in the department,the nurses claim to be clueless. More emergencies? I understand. Your absolute lack of communication regarding the same? I do not. Finally after multiple calls we got through to sir who said it would be delayed by 4-5pm. Again we complied. It's well beyond 5pm now and again, the department continues to show utter lack of basic courtesies let alone professionalism that one would expect even in a govt institute with twice the patient load and certainly from this so called super specialty hospital charging buckloads of money. Finally i go through to the nurse's station and ask her to connect the line to the duty mobile phone. I calmly asked for a realistic and reasonable estimate regarding the timing and also what number was my father's surgery placed on on that elective list. The pg/staff said she wasn't aware and i find it flabbergasting that they don't have the list of the day on them or can't even access it on the computer of this high tech hospital. She assured me she'll find out and let me know in a while but that never happened. Finally around 6:30, was finally shifted to the OT and the surgery got done by 9 pm. Following that he was finally sent back to the room at 11pm and there was confusion regarding discharge amongst nurses-no clarification from the staff regarding their plan. The discharge finally happened at 4pm the next day. Till the final moment of discarge the nurses refused to remove the iv cannula (are you afraid we're gonna run off without full payment?) and the hassle faced at billing counter literally makes my blood boil as i write this and i cannot even explain in civilised words the absolute fish market that room is. One lady behind the counter had the actual audacity to get up and walk off, closing it. People are willing to pay more because they feel they will get more patient centric care but this is what you offer instead? Disgraceful. We're not angry about the delay. We're angry about the lack of communication show by staff, the general air of nobody being aware of what is going on. Stunned to see this laidback attitutde and lack of professionalism.
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