Jaslok hospital and research centre - Lack of Transparency and Unprofessional Conduct in Billing at Jaslok Hospital Mumbai

I would like to share my recent experience at Jaslok Hospital Mumbai in the hope that it helps future patients make informed decisions.

To begin with, I am quite satisfied with the medical care and support provided by the hospital staff and doctors. Their professionalism and dedication were commendable, and I am grateful for the medical treatment I received.

However, I faced significant issues with the Estimation and Billing Departments, particularly with the Estimate Manager, Mr. Hussain, and the Billing Head.

Lack of Transparency in Estimates:
I was initially informed via WhatsApp by Mr. Hussain that the estimated cost would be ₹*.* lakhs. However, he later denied sending this and claimed he had been too busy for five days to provide a written estimate—despite not being on leave.
Meanwhile, the Admission Team had mentioned an estimate of ₹* lakhs. Later, we received multiple calls quoting different figures such as ₹*.* lakhs, then ₹*.* lakhs, creating confusion and uncertainty.

Unprofessional Behavior:
When I approached the Billing Head for clarification and requested a conversation with her reporting manager, she responded rudely, stating that the person does not report to her—instead of politely explaining the situation or offering assistance.
This kind of communication is unacceptable, especially when dealing with patients and their families during stressful times.
Unjustified Charges:
There appeared to be an unnecessary increase in charges, particularly for medicines. Patients are often unaware of such additions, especially during surgery when they are in the OT and unable to monitor or question the billing.

lack of transparency and poor communication in the Estimation and Billing process was deeply concerning. I strongly urge anyone planning a surgery at the hospital to:
Insist on a written, itemized estimate well in advance.
Regularly track changes to avoid unexpected billing issues.