Lok Sabha Question No. 4898 (UNSTARRED), answered on 2017-03-31
Subject: Complaints against CGHS Empanelled Hospitals
Ministry: HEALTH AND FAMILY WELFARE
Asked by: ADVOCATE NARENDRA KESHAV SAWAIKAR

## GOVERNMENT OF INDIA MINISTRY OF HEALTH AND FAMILY WELFARE DEPARTMENT OF HEALTH AND FAMILY WELFARE

LOK SABHA UNSTARRED QUE STION NO. 4898 TO BE ANSWERED ON 31 ST MARCH, 2017

## COMPLAINTS AGAINST C GHS EMPANELLED HOSPI TALS

## 4898. ADV. NARENDRA KESHAV SAWAIKAR:

Will the Minister of HEALTH AND FAMILY WELFARE be pleased to state:

(a) whether the Government has received large number of complaints from Central Governme pensioners  particularly  in  metro  cities  about  harassmen t  meted  out  to  them  and  denial  of admission in emergency cases by private hospitals approved under Central Government Heal Scheme;

(b) if so, the details thereof, metro citywise separately during the last three years; and

(c)  the  details  of  action  th at  have  been  taken  by  the  Government  against  the  erring  hospital naming the hospitals in each metro city?

## ANSWER THE MINISTER OF STATE IN THE MINISTRY OF HEALTH AND FAMILY WELFARE (SHRI FAGGAN SINGH KULASTE)

(a) to (c): Details of some complaints against hospitals empanelled under CGHS in Delhi/NCR and action taken is enclosed .

Information in respect of other Metro cities is being collected and will be laid Table of the House.

......................

## ANNEXURE

Details of complaints against ho pitals empanelled in Delhi/NCR under CGHS

| S. N .    | Name of the Hospital                                                                                  | Nature of Complaints/ Name of the complainant                                                                                                                                                      | Action Taken Report                                                                                                                                                                                                                                                                                                                                                                                                                      |
|-----------|-------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Year 2014 | Year 2014                                                                                             | Year 2014                                                                                                                                                                                          | Year 2014                                                                                                                                                                                                                                                                                                                                                                                                                                |
| 1 .       | Dr. B.L. Kapur Memorial Hospital, Pusha Road, New Delhi                                               | Complaint of Sh. Sarmukh Singh regarding non - entertaining wife, Smt. Nirmaljeet Kaur emergency and compel to leave hospital without providing treatment.                                         | his in the first aid In response to the direction of this Manager of Bank of Baroda, B - 3, Connaught Circus, New De lhi has sent a cheque of Rs. 1,50,000/ - bearing No. 250683 dated 11.7.14 account of levy 15% of PBG submitted by hospital, which was submitted in the Govt. on 24.7.14. The letter has been issued to The Registrar National Human Rights Block'C', G.P.O. Complex, INA, New Delhi On date 24.10.2014 and 30.07.15 |
| 2.        | Dr. B.L. Kapur Memorial Hospital, Pusha Road, New Delhi                                               | Complaint of Sh. Surinder Saraf regarding denial admission/treatment to his Smt. Gurdev Kaur in emergency.                                                                                         | Kumar of wife In response to the direction of this Manager of Bank of Baroda, B - 3, Connaught Circus, New Delhi has forwarded a cheque Rs. 1,50,000/ - bearing No. 25068 4 dated 11.7.14 account of levy 15% of PBG submitted by hospital, which was submitted in the Govt. on 24.7.14.                                                                                                                                                 |
| 4.        | Rockland Hospital, Sector XII, HAF - B, Phase 1, Dwarka, New Delhi- 110075 File No. -6 154/2014       | Complaint has been received Sh. Sandeep Kumar regarding refusal of admission, denial credit facility and misbehavior the treating doctor when he his father Sh. Hukam Chand treatment in emergency | from of by took for The Competent Authority has taken a deci sion impose 15% (i.e. Rs. 1,50,000/ -) of PBG as Liquidated Damages, submitted by the hospital to Union Bank of India, I.F. Branch, Con. New Delhi. The recovery amount has been received from the guarantor bank vide DD bearing No. 824610 dated 28.09.2016 and same has been deposited in Govt. account.                                                                 |
| 5.        | Dr. B.L. Kapoor Memorial Hospital Pusa Road New Delhi - 110005. File No. -6 174/2014                  | Complaint of Sh. C.S. Rajput received taking necessary regarding denial of admission emergency.                                                                                                    | was action in The Competent Authority has taken a letter dated 14.1.16 that an amount to 15% of PBG i.e. Rs. 1,50,000/ - , is to be forfeited as Liquidated Damages from the PBGof Dr. Kapoor Memorial Hospital. The recovery amount has been r eceived from the guarantor bank DD bearing No. 047989 dated 22.09.2016 the same has been deposited in Govt.                                                                              |
| Year 2015 | Year 2015                                                                                             | Year 2015                                                                                                                                                                                          | Year 2015                                                                                                                                                                                                                                                                                                                                                                                                                                |
| 1         | Dr. B.L. Kapoor Memorial Hospital, Pusa Road, New Delhi - 110005. File No. -6 12/2015 Complaint Mehta | of Dr was taking necessary regarding denial                                                                                                                                                        | R.K. received action of A warning letter has been issued to MS vide letter dated 22.06.15 to follow guidelines strictly.                                                                                                                                                                                                                                                                                                                 |

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| 2    | Pushpanjali Crosslay Ghaziabad                                               | Hospital Complaint of sh. Praveen Kumar Jain. Regarding refusal of entertaining his mother Smt. Kanta Jain refuses to treat patient under CGHS.          | to such The Competent Authority has taken a letter dated 30.5.16 followed by reminder 1.8.16 to impo se 15% (i.e. Rs. 1,50,000/ - ) of PBG as Liquidated Damagesfrom the PBG Pushpanjali Crosslay Hospital Ghaziabad.                                                                                       |
|------|------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| 3    | Balaji Action Hospital Vihar, New Delhi File No. - 44/2015                   | Paschim 6 Complaint of sh. P.N. Valecha regarding of treatment                                                                                           | refusal A Warning was issued to MS of the hospital letter dated 8.2.16 to follow CGHS strictly and be more considerate towards                                                                                                                                                                              |
| 4    | Max Superspeciality Hospital 50, C&D Block Shalimar Bagh, New Delhi- 110088. | FC Complaint of Sh. Swami Nath regarding denial admission to his Smt. Bimla Shukla                                                                       | of wife The Competent Authority has taken a letter dated 28.4.16 followed by reminder 13.7.16 to impose 15% (i.e. Rs. 1,50,000/ - ) of PBG as Liquidated Damages from the PBG of Max Superspeciality Hospital FC 50, C&D Shalimar Bagh, New Delhi.                                                          |
| 5    | Max Superspeciality Hospital, FC 50, C&D Block Shalimar Bagh, Ne w D elhi    | Complaint of Sh. Rajesh Khattar regarding denial of admission/treatment his mother, Smt. Kumari Khattar ni emergency                                     | to Raj The Competent Authority has taken a letter dated 28.4.16 to impose 15% 1,50,000/ - ) of PBG as Liquidated Damages from PBG of Max Superspeciality Hospital, FC 50, C&D Block Shalimar Bagh, New D elhi and the amount has been received from the concerned and deposited in Govt. account on 1.7.16. |
| 6    | Dr. B.L. Kapur Memorial Hospital. 6- 169/2015                                | Complaint of Phoolchand Sharma regarding non - honouring the permission issued by CMOi/c CGHS WC, Dev Nagar in r/o treatment of his wife, Sarbati Devi   | Sh. letter Smt. The Competent Authority has taken a vide letter dated 22.4.16 followed by dated 1.8.16 to impose 15% (i.e. Rs. - ) of PBG as Liquidated Damages from the PBG of B.L. Kapur Memorial Hospital.                                                                                               |
| 7    | Max Super Speciality Hospital, Indraprastha Extension, Patparganj, Delhi.    | Complaint of Sh. Pratap Singh Adhikari regarding non- honouring the permission letter issued by CMO i/c CGHS WC, Lodhi Road - II.                        | As the matter is -sub judice, therefore, kept till judgment of District Consumer Forum.                                                                                                                                                                                                                     |
| Year | Year                                                                         | Year                                                                                                                                                     | Year                                                                                                                                                                                                                                                                                                        |
| 8    | Max Super Specialty Hospital,2,Press nclave Saket, New Delhi                 | 2016 Road, Complaint of Sh. Sudhir Mohan Rastogi regarding denial of admission/non - honouring the permission letter issued by CMO CGHS WC, Andrews Ganj | i/c The Competent Authority has taken a vide letter dated 1.8.16 to impose 15% 1,50,000/ - ) of PBG as Liquidated Damages from the PBG o f the Hospital                                                                                                                                                     |
| 9    | Max Super Speciality Hospital, East Block, 2 press Road, Saket, New Delhi    | Enclave Complaint from Dr. Ved Parkash Chandna regarding non- honouring the permission letter issued the Competent Authority                             | by The Competent Authority has taken a decision vide letter dated 28.7.16 to impose 15% 1,50,000/ - ) of PBG as Liquidated Damages from the PBG of the Hospital.                                                                                                                                            |

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|   10 | Saroj Super Speciality Hospital,Sector - 14 Extn., Madhuban Chowk, Rohini, New Delhi                             | Complaint of Sh. Jagan Singh regarding denial admission to him emergency.                                                                             | of in The Competent Authority has taken a impose 15% (i.e. Rs. 75,000/ - ) of PBG Liquidated Damages from the PBG of Saroj Super Speciality Hospital.                                                                                                                                                                                    |
|------|------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
|   11 | Dr. B.L. Kapur Memorial Hospital, Pusha Road, New Delhi                                                          | Complaint of Sh. Jeewan Lal regarding denial admission to his daughter, Ms K Kusum even of producing prior permission letter.                         | of The Competent Authority has taken a letter dated 7.6.16 to impose 15% 1,50,000/ - ) of PBG as Liquidated Damages from the PBG of Dr. B.L. Kapur Memorial Hospital.                                                                                                                                                                    |
|   12 | Max Superspeciality Hospital, FC 50, C&D Block Shalimar Bagh,New D elhi 6- 33/2016                               | Complaint of Dr. Bharat Bhushan Sharma regarding non- honouring the permission letter issued the Competent Authority and asked to deposit 23,000/ - . | by Rs. The Competent Authority has taken a impose 15% (i.e. Rs. 1,50,000/ - ) of PBG Liquidated Damagesfrom the PBG ofMax Superspeciality Hospital, FC 50, C &D Block Shalimar Bagh, Ne w D elhi.                                                                                                                                        |
|   13 | Medanta The Medicity, Sector- 38, Gurgaon, Haryana                                                               | Complaint of Sh. Braham Dutt Sharma regarding non - honouring the permission letter issued by Competent Authority a nd asked to deposit 70,000/ -     | the Rs. A SCN was issued to MS of the hospital by dated 22.4.16 followed by reminder dated to submit their explanation on the matter reply is still awaited.                                                                                                                                                                             |
|   14 | Max Super Speciality Hospital (earlier known as Saket City Hospital), Mandir Marg, Enclave Road, New Delhi       | Press Complaint of Sh. Salekh Chandra Sharma regarding denial of admission/treatment to wife, Smt. Shakuntla Sharma in emergency                      | his A SCN was issued to Director of the letter dated 29.6.16 to submit their thematter the reply is still awaited.                                                                                                                                                                                                                       |
|   15 | Max Smart Super Speciality Hospital (earlier known as Saket City Hospital), Mandir Press Enclave Road, New Delhi | Marg, Saket, Complaint from Sh. Ramdas regarding denial admission to him emergency with the plea non- availability of beds.                           | of in of A SCN was issued to MS of the hospital by dated 2.8.16 to submit their explanation matter the reply is still awaited.                                                                                                                                                                                                           |
|   16 | Narinder Mohan Hospital & Heart Centre, Mohan Nagar, Ghaziabad 6- 51/2016                                        | Complaint of Sh. KM Mathur regarding harassment and non - honouring the permission letter issued by CMO CGHS WC Shahibabad                            | i/c The explanation were sought from the which were sent to Sh. KM Mathur vi de dated 30.5.16 for his comments.                                                                                                                                                                                                                          |
|   17 | Max Super Speciality Hospital, Saket, New Delhi.                                                                 | Complaint of Sh. R. Datta regarding denial allotment of room emergency                                                                                | N. of in As there were no supportive documents in complaint made by Sh. R. N. Datta. Therefore, (SZ) was requested by a letter dated followed by reminder dated 17.8.16, 20.12.16 to provide the copy of discharge and other relevant documents pertaining treatment of Sh. R. N. Datta in the hospital for further consideration of the |

|   18 | Goyal MRI & Diagnostic Centre, B - 1/12, Safdarjung Enclave, New Delhi                                                  | Complaint of Sh. Kumar Shah regarding refusal of conducting Ultrasound (KUB) - PVR test as advised by Govt. Specialist of Safdarjung Hospital                 | Arun A warning was issued to MS of the letter dated 10.6.16 and cautioned to the prescription/advice and provide strictly as per CGHS guidelines   |
|------|-------------------------------------------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------|
|   19 | Max Smart Super Speciality Hospital (earlier known as Saket City Hospital), Mandir Press Enclave Road, Saket, New Delhi | Marg, Complaint from Sh. Ramdas regarding denial admission to him emergency with the plea non- availability of beds.                                          | of in of The clarification were sought from t he which seems satisfactory and sent to Sh. by letter dated 21.10.16.                                |
|   20 | Fortis Healthcare Ltd., A - Block, Shalimar Bagh, New Delhi                                                             | Complaint from Sh. Satish Kumar regarding refusal admission & credit to wife, Smt. Usha Sikka in emergency without referral letter from CGHS Wellness Centre. | of his A SCN was issued to MS of the hospital by dated 31.8.16 to submit their explanation matter                                                  |
|   21 | Metro Hospital & Cancer Institute, 21, Community Centre, Preet Vihar, Delhi                                             | Complaint from Sh. Naseem Ahmad regarding denial admission/treatment to daughter, Miss Anjum emergency                                                        | of his in A SCN was issued to MS of the hospital by dated 31.8.16 followed by reminder dated & 19.12.16 to submit their explanation he matter      |
|   22 | Chandra Laxmi Hospital, Sec - 4, Plot No. 337, Vaishali, Ghaziabad                                                      | Complaint from Sh. Kumar Singh regarding denial of treatment to in emergency                                                                                  | Ajit him A SCN was issued to MS of the hospital dated 4.11.16 followed by reminder dated 19.12.16 to submit their explanation on the matter        |
|   23 | Max Superspeciality Hospital, FC 50, C&D Block Shalimar Bagh,New D elhi                                                 | Complaint from Sh. Ranvir Singh Sugandh regarding non- honouring the permission letter issued the Competent Authority.                                        | by A SCN was issued to MS of the hospital dated 21.12.16 to submit their explanation matter                                                        |