CritiCare Hospital pediatric facilities review

CritiCare Hospital review for Dengue infection treatment

I would like to share an eye-opening experience related to the CritiCare Hospital, Plot No 516, Besides SBI, Teli Gali, Maheshwari Nagar, Andheri East, Mumbai, Maharashtra 400069. One of my best friends narrated the entire incident (before Covid pandemic) as follows.

“I remember when I saw the medical report of my 8-year-old daughter and went to discuss it with my family doctor (since childhood). The report clearly showed that Dengue NS1 antigen test was Positive which means my daughter had Dengue infection. Earlier “Dengue” word used to appear funny to me, and I used to consider it as just a feverish condition. When my daughter got infected with Dengue, I did not feel any serious concern. Since I had lot of confidence in my family doctor, and I totally went with his recommendation of CritiCare Hospital with Deluxe room option.

That evening, I called from doctor’s clinic to my wife and told her that as per the doctor’s suggestion, we need to admit our daughter in CritiCare Hospital for Dengue infection treatment. My wife was a little reluctant, as primarily we prefer Holy Spirit Hospital, Andheri (East). But later she agreed to go with family doctor’s advice. I recollect it was a little rainy day and after having dinner, we went to CritiCare Hospital, Andheri (East) along with our daughter. I could see my daughter’s health condition was not good. She had continuous high fever for the last 5 days and we could see rashes all over her body. On top of that, she had multiple times vomiting as well as abdominal pain in the last couple of days.

Based on my family’s recommendations, I chose the Deluxe room at the time of admission in CritiCare Hospital, considering it might have excellent facilities and doctor’s availability. At that late evening, we observed no one except receptionist counter accompanying a lady may be a local nurse. The ground floor at the left side of reception was slightly slippery and due to little water on surface. At that moment, I felt as if I would lose my balance and fall. Somehow, I managed to balance myself and moved carefully towards the reception desk. At the time of admission, I was asked to pay around fifty thousand rupees in advance which I paid through card. Once all formalities of registration were completed, the local nurse was instructed to take us to Deluxe room floor with my daughter referring as patient. We went through the lift and quickly reached the above-said Deluxe room.

Entering in the room, I could smell an unpleasant odor of something as if the room had not been used for months. But, it looked clean with a single spacious bed. I do not remember if it had TV, AC or just a fan, as my focus and eyes could not get away from my daughter. We could feel that pain and suffering she was going through. We just wanted that the treatment should immediately start for my daughter so that she gets better soon. However, I observed that even after some time, we couldn’t see any doctor coming to our room. I thought they were busy, so let’s wait for some more time. Gradually, a nurse came and set up IV saline which doctor might have instructed at that moment I thought. In between she went out and suggested to call if saline bottle is over. Later I was surprised to know that the doctor will visit in morning and will continue instructing nurse during late night hours whatever things needed.

At that time, I felt a little bit cheated and started thinking why family doctor instructed to get admitted in that night itself, if hospital doctor was going to visit in morning first half. Anyways, we decided to wait and during the entire night we could not sleep. At every moment, I was eagerly waiting for the fever to go down, but all was going in vain. We were helpless at that time. In the morning when the doctor visited, I came to know he was a consultant doctor, named Dr. Vipul Mehrotra and not a local resident doctor from the hospital. He assured us that my daughter will get well soon. He will be in continuous touch with my family doctor and will keep him updated about every progress about our daughter. At that moment, I felt a little bit relaxed. But my wife was not comfortable with the situation, the way the hospital team was managing it. As if they are so casual and not considering the condition of my daughter as serious.

Health wise, I could not see any improvement even the next day. My wife was now more tense and sad. In between the nurses were doing regular blood tests, to keep track of count of HB, WBC, Platelets, and other data like PCV, SGOT, SGPT, Total Bilirubin. On the second day, my daughter’s health started deteriorating and looks worse. However, Dr. Vipul kept on assuring us that she would get all right. WBC and Platelet count was decreasing on every test result. It was an extreme test of our patience and faith. We were just eagerly waiting for our daughter’s improvement. Along with medical tests, I was asked to bring required medicines. Whenever I used to visit the pharmacy area to get the medicine, I recollect the area was not hygienic. I can still recollect that foul smell with noisy fan around, no proper ventilation around pharmacy. I used to go there by lift, so I doubt if it was one floor down the ground floor.

Post 48 hours, I could see my daughter’s face started to show more swelling and gradually we could realize that there was swelling all over her body. We discussed with the doctor to check if anything serious. I patiently requested the nurses and the doctor to be very transparent with us. I realized something serious as Mr. Vipul did not respond with confidence the way he was on the first day. Taking a grave pause, he advised that my daughter needs continuous monitoring as she is not showing any improvement and her platelet count is also going too low along with WBC. So, instead of Deluxe room, she must be transferred to ICU ward. Hearing about ICU, my wife was about to cry, and she somehow held up her tears for time being. I discussed with my wife to decide for ICU, and she reminded me that something fishy is going on. She argued that let us take discharge from this hospital and admit our daughter to a better hospital. But I was carried away by the confidence of my family doctor who had recommended that hospital.

Eventually I called my family doctor to check if it would be wise decision to move my daughter to ICU ward. I was knowing the response what I will get. And the same thing happened. I was recommended again to follow Dr. Vipul’s approach and treatments. Finally, we got ready and allowed my daughter to be moved to the ICU ward. But the moment I entered the ICU ward of CritiCare Hospital, I got an intense feeling that something was wrong with the decision I had taken. It was noticeably clear that it was not a pediatric ICU ward. Instead, it was for elderly people and patients with more severe diseases. But I wanted to take one last chance and wait for something good update. My wife’s intuition was always better than mine. This I realized soon while I was in ICU with my daughter. Mostly my daughter was on IV fluids and nurses were taking regular readings of test results, around couple of monitors, and continuously trying to convince my daughter for more water intake. And then comparing with urine bag output, intake, and output water measures. That is what maximum I could understand from their conversation in that situation.

It was our fourth day in CritiCare Hospital and second day in ICU ward. I was awake the whole night observing the progress of my daughter. Early morning my wife came and requested me to go home, take some food and rest. Meanwhile she could stay with our daughter. So, I went home somehow. As soon as I went home, I fell asleep as if no energy were left in my body. Suddenly, I believe, after one hour, I got a call from my wife that I had to urgently come to the hospital. I asked her if something was wrong, what had happened. She just mentioned, it is not time for rest, please come immediately. I left quickly for the hospital to check what happened. On the way, multiple unwanted thoughts were going around within my mind. My heartbeat had increased.

As soon as I reached the ICU ward, I found out that sonography of my daughter was done, and the reports were not at all good. Resident medical person who performed the sonography, he himself got emotional and shared his inputs that internal organs might be affected as lot of water accumulation within her body. Reports and test results showed unstable hemoconcentration with further drop in platelet count, with pleural effusion and ascites. It was the morning hour visit time of Dr. Vipul Mehrotra as well. So, I waited for the doctor to see all the reports and share his medical advice. This time, his behavior was completely different. This time he was not giving any assurance, but instead he was sharing some new medical knowledge to me. Like, for example, my daughter’s case falls under that least number of kids where this kind of complications happens during Dengue treatment. If this situation happens, as it happened in our daughter’s case, hospital need to put the patient on ventilator support. But somehow, CritiCare Hospital did not had a ventilator support system for pediatric patients. So, indirectly, Dr. Vipul was trying to say that he cannot take further accountability for our daughter’s treatment, and we need to shift our daughter to another hospital which specializes in pediatric ICU and ventilator support.

Finally, Dr. Vipul Mehrotra, as treatment consultant, referred us a hospital name to shift our daughter to that hospital. On duty RMO, Dr, Anoop Deodhar prepared the discharge summary as reference for next hospital. My wife and I were in shock. We were still trying to understand why Dr. Vipul took so much time deciding that CritiCare Hospital does not have pediatric ICU and ventilator support. He could have proactively referred us at that very moment, two days ago, when he was discussing with us to move my daughter to ICU ward. Why did he want to keep our daughter for 2 days in ICU ward which was not even for small kids. Anyways, we had no time left to think over all such things at that time. Immediately we wanted our daughter to shift to the referred hospital. So, I asked for an ambulance from CritiCare Hospital. But I got to know that I have to arrange for ambulance from my own expense independently. I had no other choice and I agreed to pay separately for ambulance service, and we left for the next hospital.”

In this way, my friend left for another hospital to save her daughter's life. By the way, the hospital website mentions that the CritiCare Asia Hospital Department of Pediatrics is a leading institution dedicated to providing comprehensive and specialized care for children in Mumbai. They boast of collaborating with the best pediatricians who are both highly skilled and compassionate to ensure your child’s health and wellbeing. But my friend had to move his daughter to another hospital as pediatric ICU and ventilator support was not available in CritiCare Hospital. Additionally, consultant doctor did not show the required integrity and timeliness, but just followed his routine approach with empty assurance. 

As a conclusion, my friend will never recommend CritiCare to anyone and neither me. Anyways, about the next hospital, to where his daughter was shifted and how she got well, I will share the detailed information in another hospital review article. But, before that, I have some questions which remain unanswered like:

1. Was the family doctor not aware of pediatric facilities in CritiCare Hospital? If he knew, then why did he recommend this hospital?
2. After going through all the bad experiences in CritiCare Hospital, will my friend ever trust his family doctor again?
3. Was Dr, Vipul Mehrotra honest and sincere in suggesting the ICU ward of CritiCare Hospital when he already knew the internal medical facilities and limitations?
4. Was it not a question of Dr. Vipul’s accountability and integrity in the recommendations and assurance he was giving?
5. Why can’t CritiCare Hospital have their own resident pediatric doctors who can be available 24X7 whenever required?
6. Why nurses and medical staff are not so professionals at CritiCare Hospital? Note: Based on their casual behavior and demotivating communication at hospital premises, patients as well as their relative’s moral goes down.
7. It was not clear why nurses or on duty RMO were not able to manage IV fluid properly, and continued to give saline improperly until sonography report showed unstable hemoconcentration situation. Why was sonography report not taken/considered regularly and timely manner?
8. Why was the overall team not so transparent in discussing test results and ongoing health issues with patients? Why do doctors including medical staff keep continuing false assurance even if treatment is beyond hospital’s control?
9. Why do consultant doctors charge so high fees when their availability with patients is too low?
10. Last, but not the least, why can’t the pharmacy section area be improved to keep stress free, without any noise pollution, neutral smell and sitting arrangement (for elderly persons) if queue is long or time taking?

If you are reading this article till here, you have great patience. This is just a small effort of sharing valuable experience to you all in order to take informed decisions in future.