Island Hospital ENT Dept / unprofessional conducts
My name is Tony Roesli, and I am writing to place a complaint on the medical services I experienced at Penang’s Island Hospital today (Thursday, 28 March 2013).
I was booked in for a surgery to get T-tube inserted into my left ear, which is blocked due to sinusitis I have and fluid inside my ear. I have done all the necessary tests (CT Scan, audiogram, blood test, etc) the day before as the procedures required. I was told to arrive at the hospital to get registered at 7:30 this morning and so I did. Done all the paperworks and admitted into day ward D at Island Hospital, by around 11 AM, I was still lying waiting for my turn to be admitted into Operating Theatre, so I got up and inquired to the nurse on duty, but I was given a cold answer of “We don’t know what time you’d be admitted, probably a while”. I got back to my bed and waited further half an hour, but the thirst and hunger was unbearable, because I have been fasting since 10PM the night before (as instructed).
11:30, I got up and enquired again, this time more sternly, and I was given answers:
- Dr. Phang had to perform an emergency surgery on someone
- We’re still waiting for instrument for your surgery
I went down to customer relations to try to get a clearer picture of what is happening with my scheduled surgery, and was told I was supposed to be the second patient to go into the OT, but some emergency case has bumped me down. I would have understood if I was told earlier about the arrangement rather than being left in the ward hungry and thirsty with uncertainty.
I went back up and by 12:30PM, I have had enough because there was no news or updates on the situation. I changed my clothes back and went down to customer relations to cancel the surgery because I felt I have been neglected. The customer relations officers were trying to persuade me to continue with the surgery and said that dr. Phang was ready to perform the surgery on me, however she would check and re-confirm, and I waited again. 10 mins later, I was told that the T-tube that was supposed to be inserted into my left ear was not there, instead they were sent a grommet. At that point, I have lost my patience and requested a full refund on the RM2000 deposit I paid earlier that morning. And I was given everything back, the full amount, and the customer relations officer offered free lunch and coffee and a taxi ride back to my hotel along with a flask as a parting gift. However, my trip from Medan-Penang has been a waste of time, 4 days stay at a hotel (@RM140/night) and airfare of approximately RM400 has been lost in vain without getting my ear problem treated and now I have to fly to Singapore to get it done all over again.
I would like to know if I am entitled to compensation due to this unprofessional services by a hospital (mainly the doctor and nurses and related vendors; the customer relations officers have done excellent damage control and been very helpful) that reputable.