Hospital bill of CZK 2.33,000 regardless of alleged service failure: What rights do patients have?

Reddit post citing poor hospital facilities, delayed medical care and controversy ₹A bill of $2.33 lakh at the Manipal Hospital on Old Airport Road in Bengaluru has sparked an online debate, raising questions about the rights of patients as they believe healthcare services are falling short of expectations.

The user claimed that the broken hospital bed was only replaced after repeated complaints for 70 hours. They also claimed to have waited more than an hour for a doctor after experiencing chest pain and low blood pressure, in addition to raising concerns about wound dressings and communication during treatment.

The Reddit user further claimed that the final bill reached approx ₹2.33 crore against the original estimate ₹1.7 million. The post claimed that a ₹A discount of 15,000 was offered with the words “15k off and close” allegedly written on a piece of paper.

The allegations have not been independently verified and the post alone does not establish medical negligence or hospital misconduct.

Check out the post here:

What does the Indian Charter of Patient Rights say?

The Ministry of Health and Family Care ‘with The Patients’ Charter of Rights outlines patients’ rights to transparent billing, medical records, emergency care and complaints handling. However, implementation depends on the adoption of the charter by individual states and Union Territories and on relevant local regulations.

Here are some key protections listed in the charter.

1. The right to a detailed bill and information about costs

Patients have the right to receive a detailed bill and explanation of charges. The charter also provides written information about expected treatment costs and additional expenses resulting from changes in the patient’s condition or treatment plan. Patients can ask hospitals to explain discrepancies between the initial estimate and the final bill.

2. The right to health documentation

Patients can request copies of their case documents, hospital records and investigation reports. The Charter specifies that these should, if possible, be made available within 24 hours of admission and within 72 hours of discharge, subject to appropriate procedures and copying charges.

3. Right to emergency medical care

The charter states that hospitals, including private hospitals, should provide basic emergency medical care immediately without requiring payment or an advance, regardless of the patient’s ability to pay. However, whether a certain delay constitutes a violation requires an examination of the circumstances and available medical records.

4. The right to safety and quality care

The Charter recognizes patients’ right to safe hospital premises, appropriate hygiene and infection control measures and care provided with appropriate skill and professionalism. It also recognizes the right to seek redress for alleged medical negligence or deficiencies in service.

How can patients complain about the hospital?

Patients may first file a written complaint with the hospital’s grievance officer, retaining copies of the bill, treatment estimate, medical records and relevant communications.

If the complaint remains unresolved, it may, depending on the nature of the complaint and applicable law, contact the appropriate state health authority or investigate the consumer complaint.

National Consumer Helpline accepts complaints on 1915 or through its official website. Provides a means of redress of grievances before litigation; consumers can claim the relevant consumer commission if necessary.