Consumer Commission Rules in Favor of Patient Over Staff Misconduct
Bengaluru: A district consumer disputes redressal commission has ordered Apollo Hospitals, Seshadripuram, to pay ₹1 lakh in compensation to a 67-year-old patient, Bhagavandas Alva, for harassment and rude behavior by the hospital staff.
Medical Complications and Allegations
Alva, a resident of MC Layout, Vijayanagar, was admitted to Apollo Hospitals from August 29 to September 12, 2022, for stomach pain. After undergoing multiple tests, including a CT scan, doctors advised emergency surgery. However, despite the operation, he continued to experience severe pain.
Three days later, he was given solid food, which worsened his condition, leading to abdominal distension. Doctors immediately stopped the food and diagnosed further complications, recommending a second surgery on September 5. Left with no choice, Alva consented.
He later alleged that nursing students forcibly removed a syringe from his palm, causing swelling and preventing further injections. As a result, a catheter had to be inserted in his neck for medication and liquid food administration.
Billing Dispute and Consumer Forum Complaint
Alva was discharged on September 12 with a bill of ₹9.9 lakh, which was later reduced to ₹5.8 lakh after his objections. Claiming harassment and financial burden, he filed a complaint with the consumer forum on June 28, 2023.
While Apollo Hospitals denied medical negligence and asserted that Alva was treated with his consent, the commission noted that the hospital failed to address the rude behavior and treatment by its staff.
Verdict and Compensation
The commission ruled that Alva suffered mental agony and harassment at the hands of hospital staff. It emphasized that doctors and medical staff must prove they exercised due care.
The hospital was ordered to:
- Refund ₹35,360 collected for medical services
- Repay ₹11,880 for nursing and hospital utilities, with 9% interest from the date of discharge
- Pay ₹1 lakh for harassment and rude behavior
- Cover ₹25,000 in litigation costs
