Medical Complaints

Over the past 20 years, medical technology has seen a tremendous growth. According to a recent study, medical technology has evolved more in the last 20 years than in the past thousand years. The same growth is also imminent in the total number of hospitals being established.

So far there are a total number of 4,419 hospitals in India with more than 400,000 beds for patients. Technologies such as Robotic surgery which were unheard of are soon going to become a common sight. X-Ray, CT & MRI scans are the most commonly used technologies by the doctors today.

Since everything has its own disadvantages along with the advantages, medical development and its related services too have shown a negative impact in recent years. It is observed that ample amounts of medical complaints are being filed by the consumers regarding the medical services that they have taken, just because of medical negligence by doctors or care takers.

There have been many consumer complaints registered against hospitals and medical professionals regarding medical negligence, improper diagnosis, unfair billing for medical services and many more. These complaints have increased drastically over the past years in Bangalore, Mumbai, Pune, New Delhi, Chennai and almost all the cities in India.

Over the past few years, medical negligence has become a quite common term. Medical negligence or Medical malpractice, as the term suggests, relates to the process when a medical or health care professional deviates from standards in his or her profession thereby causing grievous injury to the patient.

Medical negligence can be seen in various cases like when reasonable care is not taken during operations, diagnosis or even during the delivery of the child. Many doctors purposely practice medical negligence as a way to extract more money from the patient.

In this article, we have covered the common medical complaints, hospital complaints and complaints against doctors that are faced by patients and how you can resolve them.

But before discussing medical complaints in detail, let's know more about some of the most famous hospitals in India.

Famous Hospitals in India

1. AIIMS, All India Institute of Medical Sciences, Delhi

AIIMS has some of the best doctors and all sorts of facilities required in medical research. Not only that, AIIMS is also the foremost as well as prestigious training institute for medical science. Students from all over India come here to study. Even patients from all over India come here for advanced treatment for critical illnesses. The main reason for it is that people who belong to below poverty line can afford the medical expenses here. This is a government hospital which has been also appreciated internationally. India Today Group announced AIIMS as the best hospital in India in 2014.

2. Indraprastha Apollo Hospital, New Delhi

Apollo Hospital is considered as the pioneer of the healthcare services provided all over Asia. Indraprastha Apollo hospital has maintained its excellence in education, research and healthcare to serve humanity better. The main aim of this organization is to provide medical services to its patients that are of international standard. Apollo Hospital is also known for its technological superiority. It is specialized in Cancer treatment, Orthopaedics, Neuro sciences, Organ transplantation, and Cardiac sciences.

3. Christian Medical College, Vellore
Christian Medical College has the foremost position in the field of medical science. The use of latest technologies, providing affordable treatment costs and distinctive features of CMC sanitary measures makes it unique. CMC specializes in advanced therapeutic services, Neuro sciences, Gastroenterology and Haematology. CMC is known for its world-class services related to healthcare which is under the reach of the poor section of the society. It has 2600 beds along with 11 Intensive Care Units (ICUs). There are more than 1500 doctors and more than 9000 medical staff to provide the best service to each patient. CMC has also achieved recognition throughout the world as the medical and research centre.

4. Tata Memorial Hospital, Mumbai
Tata Memorial Hospital is popular for its well-known cancer treatment. It is situated in Mumbai and is specialized in acute lymphoblastic leukaemia treatment. Tata Memorial Hospital is also called Cancer Research Centre (CRC). Other specialized services provided by the Tata Memorial hospital are blood tests, Operation theatre, Hemato Oncology, ICU and P.E.T scanner. It is associated with the Advanced Centre for Treatment, Research and Education in Cancer or ACTREC. It has been recognized nationally for its world-class treatment, well-equipped infrastructure and latest technologies.

5. Fortis Hospital, Kolkata
Fortis Hospital is situated in Kolkata. It has one of the best advanced medical facilities and possesses world-class infrastructure. It provides 24 hours emergency service to the critical patients. Fortis hospital is specialized in cardiology, nephrology and urology. The Intensive Care Unit (ICU) in the hospital has a Coronary Care Unit, and Medical Intensive Care Unit. The hospital is well-furnished with more than 70 beds. The excellent infrastructure and well-trained doctors and medical staff have made it one of the best hospitals in the country.

6. Lilavati Hospital, Mumbai
Lilavati Hospital is a famous multi specialty hospital in India. The quality of healthcare services has attracted many patients from around the world. The aim of the hospital is to provide its patients more than just treatment and healthcare but also the touch of humanity. It was set up in 1997 and is managed by Lilavati Kirtilal Mehta Medical Trust. It has more than 300 beds and 12 operation theaters in it.

Types of Medical Complaints

We at Voxya generally receive around hundreds of medical complaints every month relating to medical negligence or complaints about doctors exaggerating how they could have performed better or how the patients are being overcharged for the facilities. The most common medical complaints made by patients include poor nursing staff, wrong medicine packages delivered, intentionally looting customers, medical negligence etc. Some of the most common and frequent medical complaints by patients in cities like Mumbai, Bengaluru, New Delhi, Pune and Kolkata are given below:

Medical Negligence

Medical negligence is the act of performing responsibilities by doctor, surgeon, dentist, nurse and any other medical professional in such a way that it deviates from the accepted standard of medical or healthcare. For an example, if a doctor provides sub-standard treatment in respect to the accepted medical standard, then it would be assumed that the doctor has failed to perform his or her duty and it can be declared as negligence.

There are times when medical negligence becomes medical malpractice when the below standard treatment of the doctor causes any injury to the patient and the condition of the patient becomes worse. Sometimes due to negligence by doctors, unexpected complications arise which requires additional health treatment in order to cure the patient.

Improper Diagnosis

Improper diagnosis is one of the most common medical complaints as reported by patients in India. It is said that an improper diagnosis is done when a competent doctor has conducted "differential diagnosis" which could be questioned and opined by the experts in this field.

Firstly a doctor lists the possible medical issues that the patient can have. Then tests are conducted on the patient and finally a possible definitive medical diagnosis would be determined by the doctor. After taking up the diagnosis, if the doctor fails to achieve the expected degree of care, then the patient must prove it. Doctors may fail to achieve the medical standard of care in many ways. For an instance, the doctor might fail to recognize and realize the urgency of one or more possible medical problems and hence delay in the diagnosis & treatment is caused. A nurse could fail to provide appropriate diagnostic medication while altering the patient’s response to the medication and misleading the doctor to assume the wrong conclusion. In such cases, the consumer has the right to file a complaint against the medical professionals as per Consumer Protection Act.

Medicine Delivery issues

Medicine delivery refers to the distribution of medicine through medical professionals, representatives and other kinds of distributors. The most common issue or grievance regarding medicine delivery is that it is not delivered on time.

There are cases when the required medicines are not available at the stores or in the medical institutions. Even there are people who take advantage of this urgency and sell the medicine at a higher rate. Also in today's digital world, patients are buying medicines online but many times they are unable to get these medicines delivered to them on time which causes inconvenience and medical complications. Now-a-days a lot of medicine delivery complaints are filed by consumers who are opting to buy medicines online due to COVID pandemic.

Wrong Treatment

Wrong treatment is another frequent medical complaint, similar to medical negligence by doctor. When an individual opts for services in any medical room, clinic or hospital, the initial step after admission is the diagnosis required. It is critical yet important to diagnose the symptoms correctly and eventually provide proper medical treatment to the patients.

But if the patient is not treated accordingly due to any negligence in the diagnosis, the doctor or the hospital would be liable for any further damages caused as a result of wrong treatment.

There are even cases where wrong treatment has been done intentionally by the doctor or hospital in order to force the patient to take more and more treatments and tests. Also, the medical negligence can result in pursuing the wrong treatment by the medical professionals.

In any of the above circumstances, the medical entities are liable and the patients can register a complaint against any of these issues faced. If the claims of the complaint are found to be justified then further action could be taken with the help of consumer court or consumer forum.

Unjustified Bills

Often it is observed that medical bills do not show the exact reason for which the money was charged. There can be cases where itemized bills show charges that come from nowhere. Some cases are where medical bills show services which were not even provided to the patient or the service is included in the bill but was not informed and was not supposed to be given by the hospital or doctor.

For instance, one patient received a bill for leg surgery that included charges for blood tests of the newborn.

The tricky part applied in these bills is the technical language that most of the people are unaware of. This is why there remains the tendency to overlook the charges which are included falsely. Many times, people do not realize and they just pay for it.

For any of the issues mentioned above, a patient can register a complaint against the hospital or doctor.

How to resolve medical complaints?

To protect the consumer rights in respect to the rights of the patients, Consumer Protection Act (CPA) was formulated in 1986 and the medical profession was brought under the purview of the act in 1995. All the patients who are making payments for any health services were recognized under the definition of “Consumer” in this Act as a step towards consumer protection.

If you have a complaint regarding the improper care in the hospital then you should contact the State Survey Agency. If you have a complaint about the poor conditions of the hospital you can contact the State Department of Health Services. However, if you have a complaint against any particular doctor of the hospital then you should contact the State Medical Board.

In situations where hospitals or medical professionals have ignored and rejected the claims of the consumers, they can exercise their consumer rights and take their case to consumer forums. Consumers can register a complaint in the nearest police station and the State Medical Council.

Moreover, if the main aim of the patient is to seek compensation, then a patient should file a consumer complaint as this way the case can be finished at the earliest possible date.

In order to validate the complaint the consumer needs to collect all the medical records they have received. According to the Medical Council of India, the patient is supposed to get all medical records within 72 hours from the time and date of the appointment.

1. File a complaint with Police & State Medical Council:

A complaint must be filed against any kind of medical negligence with the local police and the State Medical Council. The police are supposed to send it to the State Medical Council first. The Council then checks if the complaint is justified or not and a case is transferred to different consumer courts according to the nature of the case.

If the council finds out that the patient's condition is serious then the doctor’s license is suspended for a particular period and according to proof and witnesses, judgment is given.

If the consumer is not satisfied with the judgment given by the council then it can appeal to the Medical Council of India. If still the consumer is not happy with the judgment then they can appeal for their disputes to the National Consumer Dispute Redressal Commission.

2. Send Legal Notice:
A patient can send legal notice to Doctors or Hospitals in case they are unable to resolve his complaint via Medical Council. Taking legal action is one of the efficient ways to handle the issue legally. Check below to know how to send a legal notice to a doctor / hospital?

Step 1: Firstly, get a legal notice drafted by a lawyer.
Step 2: Check it properly and make sure it is signed by a lawyer.
Step 3: Keep a copy of it for future purposes.
Step 4: Send the legal notice to the Doctor / Hospital by registered post.
Step 5: Keep the slip or delivery report for evidence.

3. File consumer forum case:
Consumer forum deals with consumer complaints and you should approach the consumer forum if you feel that your rights as a consumer have been violated. The consumer courts help the patients to get the eligible compensation for the damage caused to them. Please note that consumer courts can not punish the doctor or medical practitioner who is guilty, it can only provide the compensation.

If a doctor or a hospital is not responding to your complaints even after sending legal notice by a lawyer then you should file a case against them in a consumer court.

Here is how you can file a case in the consumer court?

Step 1: Intimate the aggrieved party via legal notice.
Step 2: Draft the consumer complaint
Step 3: Attach all the relevant documents and proofs to support your complaint.
Step 4: Select the appropriate consumer court for filing the complaint.
Step 5: Pay the prescribed court fee that is required to be paid along with the complaint.
Step 6: Submit the case along with the affidavit & fees in the court.

If you feel uncomfortable doing all this yourself, then you should use the services provided by Voxya to take legal action against the doctor or hospital. We can send Legal Notice and prepare a Case for filing in consumer court.

Most Common Issue Reported for Medical Complaints

Medical Negligence

Medicine Delivery issues

Unjustified Bills

Improper Diagnosis

Wrong treatment

Refund not received (MEDNEAR PHARMA INDIA PRIVATE LIMITED) ^Open

I placed an order for medicine order no MNP ****** on **rd July with Mednear Pharma for an amount of Rs.****/-. The order was cancelled as the company said the medicine is out of stock. They are yet to refund the amount and when I contacted th...

Aug 17, 2020 by G Karthikeyan

Medicine Not delivered (Patanjali Aarogya Private Limited) ^Open

I purchased Coronil medicine from ordered app but medicine was not delivered. I sent them complaint through email but so far no response. Nobody pick their customer care number. My order no. Is 65852...

Aug 12, 2020 by Kanwardeep Singh

Deficiency in service (Metropolis Healthcare Limited) ^Open

I had booked home collection blood test for my mother, Mrs. Kunjalata Sharma with Metropolis Lab (NABL Accredited), the details of which are provided in the attachment herewith. The test was scheduled for **th August, ****, **:** - **:** AM tim...

Aug 12, 2020 by NISHANT SHARMA

Cancelled but amount not refunded (Patanjali Aarogya Private Limited) ^Open

I placed an order of amount inr **** on orderme app of patanjali ayurveda on **-july-**** and as they could not even ship the product by **-july-**** i had to cancel it and as per their policy i was to recieve my money by * days. But today even...

Aug 11, 2020 by Abhishek kumar

Medicine missing (Netmeds.com) ^Open

I had ordered medicines from netmeds.com.As I received the order and pay by COD. after checking the parcel I found out that the medicines are missing and I at once informed the company through online chat & email. and they give me assurance tha...

Aug 08, 2020 by Pankaj dubey

Package has not been delivered (Pharmeasy) ^Open

In order deatail, its showing that product has been delivered. But I did not get the product neither did get any call/message from tge delivery person....

Aug 07, 2020 by ABDUR RAHMAN KHAN

Fraud by Manipal Hospital Goa (Manipal Hospital Goa) ^Open

Manipal Hospital overcharged around ***** INR against the initial estimate of ***** INR....

Aug 04, 2020 by UDAY SINGH

Comssion not given securoty deduct (Medlife International Private Limited) ^Open

I take medlife franchise in march ****,we have * year agreement,but company closed my franchise on *nd june ****. My * days commission is pending, company deduct ****rs. From my security. I deposited *****rs. This is the policy of medlife,but ...

Aug 04, 2020 by Summer ali

Packege is not delivered (Lewis medical surgical) ^Open

I ordered a book in that online store on last week. I didn’t get any updates till now. Package is not delivered yet it’s been a *days now. They even not responding to my emails. Is it fake website?. No taking Id no mobile number. It shows *...

Jul 29, 2020 by Joseph teljen

Wrong Diagnostic Lab Report (Tata Health) ^Open

The wrong lab report has put my wife's health at risk and caused extreme stress and agony to my family. My wife is ill and this report worsened her mental state and put her in extreme stress. This would have risked her mental well-being as she ...

Jul 28, 2020 by Maveesh Gopal

Private Hospital overcharged (Manipal Hospital Salem) ^Open

I would like thank Dr Subhasini mam for your treatment and your consultations. I’m forever grateful to you. But we are not happy for billing * Lakhs + for delivery (Non AC Room) which we have not expected we were told that for deli...

Jul 26, 2020 by K Govindaraj

Security amount not refunded after discharge (Currae Hospital Thane) ^Open

My wife delivered a baby in Currae hospital Thane on **th December,****. Before the operation I was asked to pay a security amount of Rs. **** so that a room can be booked for the operation, which I paid on time. As per protocol they had promis...

Jul 25, 2020 by Vineet umar

Unfair trade practice and medical negligence (CARE hospital Hitech city Hyderabad) ^Open

Sub: Denial of admission in CARE HiTech Hyderabad and Continental hospital Gachibowli Respected sir/ madam I am an Assistant professor at MANUU, Hyderabad( central university), express my grievances as follows My wife having a CGHS benefic...

Jul 23, 2020 by Ahmed Raza

Refund not processed (Medlife) ^Open

I have ordered this medicines on ** th June with promised delevery within **th But on **th delevery again extended to **th. On **th i got a message that your medicines are out for delevery and there given a mobile number of delevery agent. Whi...

Jul 23, 2020 by Raju

RAVI SPECIALITIES PHARMA (Ravi Specialities Pharma) ^Open

I'm vignesh from chennai I have ordered few products from his company and they have wrongly sent face mask if I called regarding this thing no one is responding properly. I have a proof of watsapp chat and bank payment........and lots of people...

Jul 18, 2020 by Vignesh

PRODUCT NOT MATCH WITH SPECIFICATIONS (Syska ultratrim body groomer) ^Open

Buy from Paytm Mall one Syska Bgt*** ultratrim body groomer Mustache & beard trimmer For Men ( Black & Green ) order no is Order No. *********** Date ** July **** *:** pm, and product received dated Thursday, * July **** , but then i open ...

Jul 16, 2020 by mukesh kumar

Wrong treatment (Dr. Batra Homeopathy Medicine) ^Open

Hi Team, I have visited Dr.Batra's clinic for my Arthritis ailment atNoida Sector ** clinic. However, the condition deteriorated every day post in taking medicines. Now, I am unable to stand on my feet or walk. I am unable to stretch my hand...

Jul 14, 2020 by Madhujyotsna

Incorrect test results leading to unnecessary Medical Procedure (Neuberg Supratech Laboratories) ^Open

We called Neuberg Supratech Lab technician at home on ** May **** to take samples and run various reports for two patients, during COVID ** pandemic. Paid **** Rs. for the tests, when we received D-Dimer results back they were so high that we h...

Jul 10, 2020 by Shhobhana T.

Spectacles not delivered (Agnelo Opticians ) ^Open

Had personally placed order at shop Agnelo Opticians after national lockdown for bifocal lens due to sight problems on *th May **** for which i paid an advance of Rs**** for a delivery date of **th May ****. On **th May when i went to collect t...

Jul 08, 2020 by Standrik Francis Colaco

Not giving me the refund (Netmeds.com) ^Open

I ordered a medicine from netmeds.com which is qilib rebalance hairfall cycle women **ml. They sent a different product. I returned it on **th June and requested for refund. They recieved my return package too. They still haven't done my refund...

Jul 08, 2020 by Usha Doshetty