A Very Angry Letter

A copy of my letter of complaint versus some hospital employees where my Dad is.

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July 24, 2010



Three days ago, Wednesday (July 21, 2010), my father (Mr. ------ -. --------) was given a trans-out order from the ICU to a regular room by order of Dr. ----- ----------. Accordingly, we made a request with the Admitting Section for a reservation for a private room in the 2nd floor of the new wing. Given that the hospital wing at the time was apparently “full”, we were placed fourth on the reservation list, about which we have no complaint whatsoever.

The next day, Thursday (July 22, 2010), we made a follow-up inquiry and were told that we were then second place on the list.

Friday (July 23, 2010), we were told that we were still on second place. This we found irregular given that patients were continually being discharged from the hospital, some of which we clearly noted and heard to have been discharged from the 2nd floor. Making a few inquiries, it came to our attention that apparently, some of the “occupied” rooms were in fact, despite being vacant, “reserved” by a certain doctor of the hospital. It doesn’t take an idiot to notice that at this point, some VIP treatments were being handed out, to the detriment of some of the hospital’s paying guests. But still, we kept our silence and stuck to the hospital’s “policies”.
That selfsame afternoon, I was personally seated near one of the guard posts and specifically heard that there were TWO patients that have been discharged from the 2nd floor. Since we were second on the list, I made it a point to go up to the wing at around 3:10PM and see for myself if indeed there were TWO rooms vacant. There were.

I made my way to the lobby and sat near the Admitting Section from about 3:20 to 4:00PM. To my chagrin, I noticed that after about half an hour of being seated there, the personnel didn’t even pay me any attention to at least even inform me regarding any progress regarding our reservation.

At around 4:00PM, a nurse from the ICU came down and specifically told me that since a room in the 2nd floor wing was now available, I should inform the Admitting Section to make arrangements for the transfer. Coming from a nurse, an employee of the hospital, I supposed that things were in order and that a transfer to a regular room may now, AT LAST, take place.

So I went to the Admitting Section to make arrangements and finalize the transfer ONLY TO FIND OUT that the room (Room 210) has been given to someone else by one of the Admitting Section employees on account of this patient being “related to an employee of the hospital” and therefore must be given priority OVER a paying guest - and mind, a guest who has been paying his dues PROMPTLY and REGULARLY.

This whole incident WAS and IS a big insult. We were expecting fair treatment, instead we were shown a wall of VIP treatments all hidden under the guise of the term: hospital policy. We have already paid the hospital a total of P---,---, all deposits paid on time to ensure prompt and proper care for my father. Instead, I was met by a rebuttal, told to wait on the wings, and indirectly being told by those obviously RUDE and CONDESCENDING employees at the ADMITTING SECTION that in the hierarchy of this hospital, PAYING GUESTS are supposed to be given LAST PRIORITY in this hospital. And all this after a month of having to sleep and wait in the hospital lobby and corridors because the hospital cannot even provide a proper waiting room for ICU patients’ relatives, and being treated like trash and “squatters” by those very same employees.

Which brings me to my second complaint: the attitude of your ADMITTING SECTION personnel. For over a month now, I have seen how incoming guests are being treated, some of which, especially those who seem not to be so well-off, with rudeness and condescension. I’ve also seen how phone calls and inquiring persons, are being outright ignored in lieu of putting on make-up or playing Facebook games. Truly appalling. And totally unbecoming for personnel who are supposed to be welcoming incoming guests.

Being a private hospital, the primary interest of this establishment is to earn money – direct to the point and pleasant words aside. Nevertheless, being a business concerned with the care and the rehabilitation of the sick, common sense dictates that the hospital provide RESPECTFUL, DECENT and PROFESSIONAL services to all its guests - a kind of service that should start at the very doorstep of your hospital: the Admitting Section. It is, after all, important to remember that any type of business is NOTHING without the customers and guests that pay and fund for its day to day expenses.