I could've given 5stars to this hospital for the professionalism and efficiency of the Specialist consultants, ER, Radiology, Ward Nurses, Operation Theatre, Day Surgery Unit (Endoscope+Colonoscope), Dietary & Nutrition department.
The remaining 1 star is deducted because of the poor service of admission department. As I brought my mother to the ER at 1029am, we were attended promptly by Dr Goh (MO) and all those angelic lovely nurses in ER. We were brought to radiology for CT scan with contrast, radiology staffs are helpful and very efficient as well. Radiologist was also consider quick in giving the CT scan report.
At 1.30pm, Dr Goh has explained the CT scan report to us and planned for admission for further investigation and treatment.
As I was directed to the admission counter, there are multiple forms and consents which include one of the consent and agreement to proceed to ward without waiting for insurance clearance. I told the admission staff that I wish to wait for the insurance approval before proceeding to the ward (of course, it is a private hospital and we all know it is going to be expensive). The admission told me : No, you have to sign it and proceed to the ward ( is this forcing me to sign a consent? ). So I just singed the consent to proceed for admission praying that the insurance will give approval.
Then, we were brought up to Ward 9B around 2.30pm and waited for Dr Loo GL (General Surgeon) for his initial consultation until 4pm. Visited by Dr Loo, and he explained on my mom's condition as well as his management. At Dr Loo's 2nd visit around 7pm, he informed that a colonoscope will be carried out on the next day, and he reassured us that he has already filled up the insurance form to be submitted to insurance company for approval.
By the way. we have been calling our insurance company on the clearance of admission at 4pm, 6pm, 8pm, 10pm and 11pm, insurance company did not receive any insurance form from the hospital. So I called the the admission at 11.10pm, spoken to a guy (who is not fluent in English in a private hospital?), without checking my mom's case file, he blamed on Dr Loo saying that he has not filled up the form yet. I got angry and told him that Dr Loo has already filled up at 7pm.. (please if you are lazy you don't have to lie about it). Then only he checked and said they just received it, and I reminded him that we have been here since morning, please send it to insurance company ASAP.
10mins later, I called insurance company again, they say that there is still nothing being sent from the hospital. My mom is planned for colonoscope on the next day, without the insurance clearance, my mom would be fasting and prepping her bowel for nothing !
So I called to Night Supervisor - Ms Katherine (I'm not sure if i spelled her name correctly), had to file a compliant against the admission department ! At 11.30pm, Ms Katherine called me back and reassured me that the admission is faxing the necessary documents to the insurance company now. Good job to admission department for giving the patient unnecessary stress (FYI, if the insurance was not approved, total bill will be RM 31k =)).
If it wasn't for the minus point from admission department, I would've given this hospital 5stars. I hope they improve their service by getting rid of the black sheep.
By the way, Dr Loo (general surgeon) and Dr Victor Chin (O&G) are really beyond kind, professional, patience, passionate. Both the consultant and all the nurses we've come across during this admission really gave their best to take care of my mom. Really really appreciate them! We are lucky to have them with us in the past week!
