Max Healthcare Institute
Reviews and Complaints

Rina Sarin

MaxID [protected]

I was operated for Left TKR by Dr SKS Marya on 19.05.2023 and wheeled into BBS1 post surgery. I was assigned bed no.1 from where the Nurse Station is visible.

Around midnight I heard the monitor beep continuously and saw that my saturation levels were hovering around 84-86 and aspiration levels were at 8. No nurse was available at the station. I rang the bell four times but no one responded. Finally a nurse came and gave me oxygen and bought my levels to 90-92. I told her that I was asthmatic and she responded that any reading staying below 90 was critical for me and may require my shift to the ICU.

Despite the post operation trauma and dose of Alprax, I willed myself to keep awake and kept an eye on the monitor as I did not trust the nurses to respond in time if another emergency occurred.

Around 4:30 AM my saturation and aspiration levels again dipped to 86 and 8-10. I felt uneasy and experienced severe pain in the chest. I felt that I was having a heart attack. The nurses were again missing from the station. I pressed the bell 4 or 5 times. Finally a nurse by the name Anusha came and gave me oxygen. I scolded her for not responding sooner and told her that I would report her to Dr Marya.

She reported the conversation and returned with two doctors, one whom I recognised as part of Dr Marya’s team. The doctor who I did not recognise, and later learnt was named Gaurav Kumar, was extremely rude. He started shouting at me and flatly stated that he stood by his staff and disbelieved everything I said. In my agitated condition he refused to hear my side of the story and I had to tell him to leave lest I become more sick.

At the Nurse Station I heard Dr Gaurav Kumar stating that he wanted to slap me.

I kept this humiliation bottled up and told no one except my husband, a former Director General of Police, when he came to visit me in the forenoon. He advised me to make my complaint to Dr Marya or his team and that he would take this up with the Chairman of Max Group.

The next day being Sunday, I told the entire sordid episode to Dr [censored]ij Kakar who advised me to lodge a formal complaint.

Dr Gaurav Kumar is a slur on the medical profession and I request the sternest action be initiated against him. This may also be brought to the notice of the Medical Council.

I was told to lodge my complaint to Dr Anjali Panchal, Patient Experience Department. I did, but she has brushed my complaint under the carpet.

Most people say that Hospitals in India are into a vicious money making business and have lost the human touch, and that's true. I had a first-hand experience this month of how doctors and the hospitals are only interested in extracting money and taking advantage. Once they gauge that the patient's family can afford the expensive treatments, they start exploiting the patient's and family members' emotions and degrade their health conditions to benefit themselves.

One expects honesty and decency from the doctors, but these so-called life saviors are only interested in making money for the business and pocket their share. These two doctors, Dr. Puneet Aggarwal and Dr. Bipin Swarn Walia are an example of why the public is losing their faith in doctors and their vicious system. These pretentious doctors are like parasites that feed on your emotions and vulnerability and you don't realize until it's too late.

Being admitted into a hospital, the patient expects the treatment to benefit them and improve their health steadily. But it seems that was not happening in this case and walking out of that hospital was the best choice I made even though it could not help me and my family despite the huge amount we spent on the treatment.

There was no transparency and humanity at all, all I could see and understand was the advice-cum-sales pitch being given by doctors. I hope nobody has to go through this ever, it's so wrong ethically.

This whole episode has been an emotionally and financially exhausting for me and my family.

My wife had C-section delivery of daughter last week here, and I am yet to comment on the post-delivery care for mother.
However about the way entire scenario is handled is commendable. We had elective C-section due to not-optimum positioning of baby in last US scan, I read review of different hospitals in gurgaon and asked around, also backed by the fact that my doctor was also working for Max I chose to do pre-admission (to avoid last minute rush/paperwork) couple of days in advance, which was Rs 5k, which duly got adjusted in final bill.
As advised by our doctor, We visited hospital at 7 in morning, and it took less than 5 minutes to allot the room and within 15 minutes nurses came to prep my wife for operation. (we visited Anesthesist a day prior for any last minute glitches like allergies or physical conditions preventing a smooth operation, which also served well since my wife had minor cough, due to which Anesthesist directed nurses to use nebulizer prior to operation to clear any phelgum since coughing with post-op stitches could be mighty painful)

We have 4 year old daughter already who chose to accompany us in the hospital, though hospital rules are against it (child/old person/preg lady are highly suseptible to get infection), our doctor gave special permission since we are nuclear family and I cannot leave my wife or child alone. And by God’s grace my child didn’t catch any infection since hospital rooms are very clean.

My wife was in and out of OT in 1 hour, little dizzy due to anesthesia (which I must say wasn’t applied properly since my wife complaint to me about anesthesia poking the needle thrice before getting it right, and please don’t take this lightly since epidural is very big needle and can be mightly painful if not don’t properly), other than this the operation, the doctors, baby care, emunization, doctors visit and their attitude towards patient and attendant is super.

I went through insurance (TPA) for which they have very smooth operations and small area designated who co-operate with their billing/discharge area and I never had to worry. infact I got a call in hospital room when final clearance from insurance company came (i was expecting to run behind them to get my Clarence and bill handling)

I wish to edit this post and add more value for other users to read through and take an educated decision for their needs. till then... Best of life

My father had a heart surgery in Max hospital, saket. I am very thankful to the team there as they were very supportive. The food my father was getting their and the cleanliness at the hospital were awesum. I don't know what more should i say to thank the hospital team for helping me and my family in our tough time.My father is better know and now we are taking him to max healthcare every month for regular checkup.

Hello Everyone,

I have a very bad experience in hospitals in India . I would like to share my bad experience and need suggestions from everybody. My Father Kailsh Nath Verma met an accident on 14 dec 2009 while traveling in train . He was admitted in Anand Hospital Allahabad . He was admitted for a very long time under doctor Kartikeyen Sharma and doctor Ashish Tandon . He was suffering from head injury and chest infection . These doctors and this hospital is one of the worst in the country like all small town hospitals these hospital don't have any kind of facities and the doctors were treating like Gods they don't want to inform anything to patients relative till the worst condition . Samething happen to us these two doctors made the conditions so worst that he was on ventilator and his chest was full with 1.5 liters of water. Finally I decided to come to Delhi via air ambulance . I admitted him under doctor ajai lal in max saket. He was admitted there on 10 feb to 12 march and most of the time in ICU . These corporate hospitals are worst of their own kind . They charged more than 9 lakhs of rupees and while discharging they informed me that his backbone was fractured and due to spine problems if he can not walk although in one month hospitalization period a physiotherpist regularly came .

I believe the standards of quality customer service have been descending over the last few months especially over the last one year.
There have been various instances which may have gone unreported but here is the latest which I cannot but pen down.
When I got in touch with the appointments section at about 2 am on Monday 5th October I was shocked when I was spoken to in a rude manner. Upon enquiring for an appointment for “Gastroenterology docs” I was asked where I am calling from; though I did reply politely “Gurgaon” – one wonders if the doctor’s treatment is going to be any different for patients from various parts of the city.
Further I was corrected and told that they hospitals do not have “Docs” but have “doctors”. The gentlemen on the other end (Rishi) I would like to believe was never trained on empathy – if a patient like me was calling at 2 am was it more important to correct patients on their vocabulary rather than attend to them.
The final straw which made me right this was when my personal details wre being asked to book the appointment. As users of Max Hospitals over last 5+ years we as patients do know of the systems that you use. I was repeatedly asked for my name – I do know that the appointments are booked using our contact numbers which I shared with the gentlemen. However, even my first name was not enough and he kept asking for my complete name – this happened about 3 times, until writhing in pain, I decided to give-up and get an appointment rather than argue.
The question that want people to think about is do large hospitals like Max Hospitals, provide quality customer service? How are these better in terms of empathy and customer understanding which is expected. Aren’t the local family clinics run by individuals much better.
I have tweeted here to share my bad experience.

On 20th July 2009 I visited Max Balaji Hospital, Patpargunj New Delhi for vaccination of my daughter. After vaccination I was given the doctor’s slip and asked to pay Rs. 2100 as per the given bill. When I checked the pack MRPs, printed vaccine prices were Rs. 1468 (Okavax) and Rs. 96.25 (MMR Tresivac). However bill was showing 1500 and Rs. 600 respectively.

When I questioned the billing clerk she told that in Okavax vaccine administering charges have been added. I was shocked! Chemists offer discounts on MRPs I know, hospital charging for storing and handling medicines I heard for the first time in my life. Regarding the other (MMR Tresivac vaccine) price clerk told hospital has billed for a different brand (exorbitantly priced brand, Rs. 95 vs Rs. 600).

Excuses were ridiculous, without prior intimation or showing segregated amount/mention in bill no hospital can charge administering charges within medicine cost. And in MMR vaccine without even consulting me on brands they have injecting a regular/cheap MMR brand (Rs. 96.25) and very smartly billed for the most expensive MMR brand. Max Balaji chemists also don’t keep that expensive MMR brand (some Priorix MMR).

I found both offences very serious. So I wrote to Max Balaji hospital superintendent and Max Healthcare chairman. Only hospital superintendent replied, Max chairman Mr. Analjit Singh and his office did not even bothered to reply or enquire about this matter. Hospital superintendent Dr. Shaloo replied that as a policy administering charges are inbuilt (meaning hidden) in vaccine MRPs and wrong brand billing is a clerical error (in spite a doctor’s slip).

I checked my previous visit bills also. And found none has the vaccine brand, batch no, manufacturer, pack rate or expiry date mentioned on any bill. Some vaccine MRPs were also very vague. This proved Max is recovering additional charges bundled with medicine/vaccine MRPs from all patients.
I never ever dreamt Max Hospital service fee can be hidden in medicine MRPs, charges are more than market prices (under the garb of amount rounding off), bills are incomplete and ambiguous. My trust on Max brand is completely shattered; I am planning to file a suit of cheating against them. Except your eyes and don’t trust anyone! Share your similar experiences at: [protected]@yahoo.com

This letter is in regards to treatment received at Max Hospital Setka.

On July 9th, I along with my brother walked my mother in to Max Hospital for a nephrology check-up. I chose to bring her to there because she had been there in 2007 for treatment of kidney stones. Additionally, she had been under the care of Dr. Alka Bhasin since that time.
After her check-up, we were told that she needed to have additional tests performed and we would need to leave her there for a couple of days. She was admitted to the HDU for those tests to be performed. My mother requested that the tests be postponed for a couple of days so she could remain at home with me (her daughter visiting from the US) until I departed on July 12th. Dr. Bhasin insisted that the tests be done immediately.
In just those few days her health was detoriating. Dr. Bhasin assured me that she would be well taken care of so I left to come back to my home in the U.S.
Under Dr. Bhasin’s care, my mother has developed Steven Johnson’s disease and pnuemonia. Additionally, she has had multiple colonoscopies, a sigmoidoscopy, has been put on oxygen, a feeding tube and intubated.
I have been in regular contact with Dr. Bhasin asking her how we should proceed. She has told me multiple times that “the battle is not over yet.” Additionally, as my mother’s condition worsened I asked Dr. Bhasin what she would do if this was her mother. Her response was “that’s a tough question to answer” but then reassured me that the battle was not yet over.

I feel that we have been taken advantage of as a family. To date we have paid the hospital almost $37, 000 U.S. dollars. We had an instance where my mother’s medication was stopped because we had not totally cleared all of amount due. I believe this to have worsened my mother’s condition. While I understand that the hospital is a business I still feel it is completely unethical that her medications be withheld from her because of money. We have paid all monies we were asked to pay and continue to pay per all of the doctor’s ordered tests or procedures.
I believe that she has received sub standard care while in your facility. She walked in your facility 30+ days ago and we are now being told to just take her to some cheap nursing home to live out her days.
My mother has become a science project in Max Hospital while we have paid for it. Our mom will never again be the woman she was and we have to now move on and live with the fact that we may have made a very wrong decision to put her in this hospital.

My dad was under treatment at Max Super Speciality Hospital - Saket since Jan, 2007, having been admitted admitted 5-6 times over the past year+ timeframe, with his condition deteriorating every time. He was scheduled for a neuro surgery in February 2008. A day before the surgery a junior resident doctor (at the Neuro Surgery ICU) wished to insert the CVP line at 1:00 am in the morning (CVP line is required to be set up before this operations) - apparently to expedite the operations procedure the next day morning (but no clue why 1:00am in the morning). CVP line is a minor insertative procedure and is a basic one in medical world (does not require much expertise), but needs to be performed in the ICU. But, the hospital goofed up this simple procedure (not expected at a hospital that is of this high stature) and ruptured his left lung (lung cavity), resulting his collapse of his lungs and him getting into a "pneumothorax" condition. As if this goof-up was not enough, the doctors at the ICU took their own sweet time to take appropriate corrective action for reversing the "pneumothorax" situation. In the meantime, while the doctors were still taking their time for corrective action, the oxygen supply to the parts of the body (including brain) was getting lower (as the lung had collapsed) and finally he subsequently slipped into "coma" state. He could never come out of this condition. Finally in the month of March 2008, my father passed away in "coma" condition - this time, after spending more than 2 months at the hospital without any improvement in his condition.

I wonder, that if all this could happen with a patient while he is in an ICU, what can the hospital deliver in the other wards. I definitely hold the hospital somewhat responsible for an untimely death of my father. I lodged complaints with the hospital authorities, but they were not ready to budge on anything. This was one of the severe things that I faced in this hospital, apart from several other incidents of negligence of patient care, while my father was in this hospital.

Hi,

I had a relative operated at Max Hospital, Saket. A very big hospital with very high room tariffs.. but on the name of service--- Just worst!

The patient was been accomodated on a first class bed with a WET bed sheet. The patient would obviously move towards new diseases and increase the hospital bills. The towels too were wet and were smelling like anything. On enquiring, I heard that the laundry is done thrugh big machines, , which i have doubts about.

I would request the max administration to look after this and find where the hell these big machines are and what are they worth about!

I am writing to inform you about the sad state of affairs at the Max Balaji Hospitial in IP Extension (East Delhi). We had to

get one of my relatives operated for a medical condition. We were asked by the doctor who was consulting her to be at the

hospital by 7:30 pm to get her admitted into the ward as the operation was scheduled for the next day morning around 8:00 am.
As advised by the doctor we reached the hospital on time where we were asked to get in touch with the reception to get the

admission formalities completed. Upon reaching the reception we were told that there were no rooms available for atleast 3

hours and that too was dependent on one of the patients being discharged. This was a very unpleasant surprise as the

operation had been planned 2 weeks in advance along with the ward room request. The doctors could offer no more help other

than telling us to wait near the reception and hope that we get the ward quickly. It was also suggested that we keep

reminding the Reception to process our request lest they should forget.

At the reception we were asked to start the admission formalities while we were waiting for one of the rooms to be vacated.

What surprised me the most was that the Billing / Registration Department was very quick in charging the entire expected

amount of the expenses without even bothering to check whether a room was available for the patient to get admitted. When we

asked them to inform us as soon as the room would be vacated we were told that this information will not be available to them

and it is best that we go to the ward itself and find out from the nurse when the room would be vacated. It took repeated

visits to the ward to determine that the room alloted to us had been finally vacated by the previous patient. When we

informed the Registration Department around 10:15 pm that the room had been vacated we were told that it will take about half

an hour to clean the room.

We patiently waited near the Reception area till the room was cleaned. After waiting for an hour when we asked the

Registration officer whether we could shift the patient we were told to check the room to determine whether it had been

cleaned. When we went to the ward we were appalled to find that nothing had been done after the previous patient had left. We

got hold of the cleaner and paid him some money and got the room cleaned in our presence. By the time we shifted the patient

it was around 12:00 am only to find that the attached bathroom had still not been cleaned. It was around 1:00 am that the

room was finally in some state of decency for occupation.

Throughout our ordeal we were offered little assistance from any of the hospital staff. We were told that each department has

its own incharge and its difficult to coordinate between the departments. Also there was no duty manager available to whom we

could voice our grievance.

The irony of the entire episode is that each wall had a caption in bold stating "The patient comes first... Always". The

only way I would complete the statement is "The patient comes first and the services come last. Always".

Friends

Thank you all for your concerns.
Sorry for takin time to let you all know what is with Kevis case.
The parents are also informed about you all and they send their greetings and wishes to you all who makes their burden lighter. The inhuman people around like those in Max "super speciality" hospital who are just the antithesis of what it claims "caring for you… caring for life"; the slogan they use that betrays many there are also people like you all who cares. We don't know who Kevi Angami is but humanity comes calling in the yet another form and this time in the face of kevi and for those of us who cannot tolerate atrocities and injustice kevi is seen in the faces of many; faces whose voices are silenced, faces who have been betrayed by systems they cannot fight against(corporates in this case!) May we never fail when such faces appears.

kevi is out of Max hospital but not without great humiliation. Some friends who happened to know the owner intervened. They did not charge the remaining amount other than the money that was paid(1,35000) . The fact that these friends are lawyers helped immensely and my assumption is that one strong point that speaks of the grave injustice meted to kevi which is legally and ethically wrong was the fact that max hospital stopped her medication for 2 weeks yet did not let her go. They were not treating her but just adding on to her pain and the medical bills. A hello in Max and the likes cost 500 and euphemistically they call it 'consultation fee'. Consultation when the patient nor the parents were informed about what all is happening. I am not able to put what all they went through. It just drives ones mad just listening to their story. The soft spoken and tired father narrates what the admin head said 'if you are poor why did you come to such a place'. The father said he was so hurt and it only goes on to say nothing can put some sense into such people but I am happy that the father said ' some people love money, some people love life'….. May the woman and the band of criminals learn that life is not just about money and making money.

The endless hours of paperwork went on till sunday morning. We were told that AIIMs would not admit the case so the option was to go to some private hospital after making some rounds mahinder in green park said they will admit her. kevi was taken around 3am there but after they saw her condition they refused to take her in. This is despite the fact that they were told about the case beforehand.

At that wee hour options were running out..but but even if the door is closed the window is wide open..wider than the door.

We woke a doctor friend who works in safdarjung hospital. kevi was admitted in the same hospital Sunday morning at around 5.00. She had a colostomy the following evening. It is not a beautiful sight and she is in pain but

Medically it is a 'hopeless' case but she has not given up hope. Every ounce left in her is defying and fighting against medical proclamation.

While she was kept waiting in the hospi she called her fren to tell her that she is now in safdarjung and that she hands over 'the money' to her mother the next day because they have no money. She added how the doctors are still contemplating her case because they are 'afraid' to operate on her "they are scared that I will not survive" and she laughs!

She is the 25 year old Kevi Angami who is too strong for wimps in max hospital to handle.

PS:YOu can write to her as well and I can take a print out and pass it on to her. May she be comforted knowing that all of you are with her