Student Media Body of IIT Kgp

 

Survey Analysis: A Report on B C Roy Technology Hospital

Posted on March 27, 2018
Reports

IIT Kharagpur, a few months ago, observed growing discontent against the facilities and functioning of B C Roy Technology Hospital among its students. Awaaz, IIT Kharagpur requested the students to respond to a google form where they could let us know about the problems the student community is facing in view of an allegedly incompetent hospital that is meant to serve a population of around 20,000 people. The form was received by the KGP community with utmost sincerity and close to 900 responses were recorded of which some contained valuable suggestions too. This report is a compilation of the problems that the hospital is facing and possible solutions considering the practical situation of the institute.

A close examination of the responses resulted in a broad classification of the problems. Although most of them seem to be interconnected, the categorization for a better course of action can be as follows:


Lack of Doctors

Most of the responses suggest that lack of doctors is the major problem that the hospital is facing currently. Time and again, students have been disappointed by the shortage of doctors as visiting a doctor for a mere cough have taken more than two hours (courtesy responses) and what if they are ill during the time of examinations? Some specialist doctors viz. dermatologist, orthopedics, etc. are highly sought after and students face a lot of difficulties due to the constraint on the number of patients who can visit the doctor in a week or day. Here are some of many such responses*:

1. Yes, I had ganglion cyst and the doctor's only register limited number of patient including staff and students, which is not right. For referring the doctor, it nearly took 1 month for me. But only that there are many instances where either the doctors are unavailable or no slot available. Skin, orthopedic department are in miserable condition. Is it for the betterment of student or only showing that we have doctors?

2. One of my friends had a serious fracture in his leg, and there was no doctor for such a fracture there. We had to wait almost a day before a doctor from Kolkata came to his clinic (Dr. Hathi).

Since the registrations are done during regular class hours, many students find themselves in a dilemma whether they should attend the class or go to the registration counter as it would be closing in few minutes. Similar inconvenience is caused sometimes by the timing of specialist visiting doctors, too. What would happen if the hospital gets more than one critical case simultaneously or one critical case and another student crying due to migraine pain (This incident actually occurred)? Sufficient number of doctors and staff is really needed.

Solution: Evident solution is recruitment of trained doctors and related staff. Since some of the diseases require urgent consultation, doctors can be made available on call (if the doctor is unable to be physically present at the BCRTH). This can help the student get the first piece of genuine advice to say the least and that too at the earliest.


Lack of Trained Staff

A lot of responses suggest that the hospital lacks properly trained staff. People meant for giving injections do not know the proper process as have been reported in some cases to us. And the number of such incidents where the staff seemed incompetent is considerable and we need to look into the matter seriously. Here are two of those many incidents:

1. Once I had stomach ache and went to B C Roy hospital. One staff in emergency gave me injections. He was giving me injection in some odd veins or I don't know but it was hurting like hell. I was screaming that its hurting me but he thought I was scared of shots so screaming like that. He was holding my hand so tightly and telling "aur chillao aur chillao". But after that injection my left forearm was hurting from palm to elbow. Then my stomach pain was gone and I came to hostel. But could not lift up my arm. My arm was swollen and aching. I couldn't able to keep it straight. So, I went to hospital again. Then Dr. I C Banerjee told me, "oh, your vein is damaged. Blood will not flow again in that vein. You wait for some time. It will be gone." I was like "what?" Then he gave me some medicine.
     My hand was like that for one month. When I went to home my mother was so angry with the hospital staff. She was telling me to complain against him. Because she was in medical profession and knew the exact reason of that. The reason was "The medical staff can't even give an injection properly".

2. Nurses in the hospital are not well-trained. They cannot even administer injections properly. There has been an incident where I was to be given tetanus injections. It was like a lab experiment for some nurse, after giving the injection, she was asking another nurse whether her procedure was correct or not (being a Bengali helped me to get into their conversation). And yes, the injection wasn't administered properly, I had a sore arm for a unnaturally long time. In another instance, I fell down and was badly hurt and wounded. I went to BC Roy but they didn't have a proper cotton to clean my wound!! They cleaned it using gauge and it caused more abrasions to the already bleeding area. And this event was accompanied by a very casual behavior on the part of the hospital. Third instance, I was ill due to some stomach ails so, I went to BC ROY. The 'doctors' weren't even sure of the medicine names and it looked like they were taking names without being sure about it themselves. My condition worsened and I was left very weak. So, I went back to Kolkata for treatment.
Yes, my cases had not been so serious or 'fatal'. But these incidents pointed out the incompetence of the hospital to deal with medical conditions of any sort. And yes, the hospital staff are not at all supportive nor they are serious about their duty. It is doubtful if they even know how important their job is.

There have been instances of incompetence and callousness even on the part of the Staff of Emergency ward which is really scary for the students.

Solution: How about a retest of current hospital staff and then properly training them in doing specific job? This can help in filtering out the capable staff. Training should also be provided to the staff to handle emergency cases.


Lack of Facilities

That the BCRTH does not have foolproof facilities is a known fact. Absence of USG, MRI, CT Scan, Endoscopy and other necessary diagnosis facilities compel the students to pay handsome amount of money, which they generally do not have every time in their account, to the diagnosis centers outside the campus. Some faulty equipment results in wrong diagnosis. Absence of state-of-the-art working ambulances means the hospital is incapable of handling critical emergency situations aptly. Be it the absence of surface anesthetic or asthalin or anti venom, the lack of basic facilities is what hurts the most and questions the purpose of existence of a hospital. To add to these, even the absence of syringe for injection was mentioned in one such response. Some responses are being produced which show the gravity of the problem:

1. Another time during the vacations I had stitches on my ear which I requested to be checked and removed when ready. The removal was postponed by almost a week saying my wound wasn't healed which resulted in my wound getting septic due to inadequate cleaning. The stitch removal process in septic state was extremely painful and when requested for a surface anesthetic, I was told it was a long procedure for allowance so I should "MAN UP".

2. A few days back, a doctor had asked me to take a CT scan of my brain, but he asked me to get it from somewhere else rather than Kharagpur. Because apparently the machine they use here doesn't give precise scanned results."

Solution: The recently launched complaint portal should include a column for facilities, too and the administration should consider the need and importance a particular facility that the students suggest. Furthermore, if more number of students complain about the absence of the same facility, then it should get the required attention.


Instances of Incompetence of Doctors

Students have reported several instances of sheer incompetence of doctors in terms of diagnosis as well as prescribing medicines, casual behavior of some of them mounting to the sorry state of the hospital. Wrong and delayed diagnosis have tarnished the reputation of the BCRTH and the students prefer to consult the doctors outside, provided they have enough money. Some of the responses are as follow:

1. Once I had a throat infection and went to get some medicines and the doctors gave me medicines. On reaching back to my room I verified what is the use of the medicines given to me and I was bamboozled to know that they are related to throat cancer. Then, I replaced them with the corrected ones.

2. I was playing football and had a fall. My toe seemed dislocated and had a pain. Went to BC Roy, was asked to take a pain killer for the night and once morning, have an x-ray. After checkup of the x-ray report, doctor said nothing happened. Just a bit pain, and the dislocation will be adjusted. Pain did decrease after those pain killers. When arrived in hometown, went to family doctor. He saw the old x-ray and said, it was indeed a fracture but as coming to him after a month, fracture is resolved but now the finger is slight tilted and won't be resolved. If in early stage proper treatment done, finger could have been straight and till now, running causes pain in the toe.

The list of such responses will keep on extending as there have been several unreported cases and people found out a way to tell some of their painful tales. All the incidents are equally important and are relate to different specializations and diseases. Somebody complained about wrong diagnosis of eye power, another person was given Moov in stomach pain, another one said that he saw a doctor googling about the medicines that was to be prescribed, and so on. Some respondents claim that they have been prescribed unusually high or low doses of medicine that reflects the communication gap between the patient and the doctor. The causes of such misdiagnosis and wrong medication may be casual behavior of the doctors towards the illness of the students apart from the alleged incompetence of doctors.

Solution: The complaint portal and its proper functioning is the need of the hour. If there are some specific doctors against whom people are complaining more frequently, the administration should be taking proper action against them. But such actions will be taken only after the damage will already be done to some of the students. To prevent such cases, the complaint portal must be including the complaints of those people who had undergone misdiagnosis and have been mistreated, and better to blacklist such doctors to say the least so that such mistreatment can be kept under check.


Callous Attitude of Doctors and Staff

The insensitivity of the doctors and the staff has majorly contributed to the discontent and disappointment of the students. Students do not want to go to the BCRTH for their treatment because they fear that they may face the misbehavior of the staff or the doctors. Those people who are in such a noble profession are expected to be highly serious and sympathetic towards the patients but unfortunately the seriousness is not up to the expectations. Their rudeness towards the students in general and taunts like “Who is the doctor? You or me?” do not befit them but it remains a harsh reality. Doctors do not have idea about their responsibility, they do not come on time, and do not communicate well with the patients to ensure foolproof medication. Here are some of the incidents:

1. I had an accident on my cycle which cut off a decent chunk of my toe with the nail at 7am. I was made to sit waiting for over 30 mins with no first aid provided losing blood. And when someone finally came to clean the wound, they were harsh and gave me a lecture having disturbed their sleep.

2. When I had a 3 days fever with several other problems. I went to BC Roy hospital and apparently, there were no doctors and my case was not an "emergency". So I came there after 2 hours, and waited for 2.5 hours before the doctor finally showed up (I went at the time I was told that the doctor would come) …… I started saying, in mid-way he stood up and said, "Wait I need to use the bathroom" and came back after 30 ******(displays disappointment) minutes!!!

Unnecessary categorization of cases as emergency case/no emergency case and scolding the students that they have reached the hospital at an improper time is inhuman. Someone being scolded for being ill as it increases the work of medical staff should be something unheard of, but not in this case!

Solution: It is more of a moral responsibility than a feature of a hospital that can be monitored. But still, the monitoring can be done by giving proper dresses and ID Cards hanging on the necks of staff so that proper swift complaints can be registered against a staff who mishandles the patients. Proper training should be imparted to ensure proper treatment on personal as well as medical grounds.


Major prejudices against students

The doctors and the staff have some pre-conceived notion of the qualities of the students here. Whenever someone arrives for the treatment for an accident, they think and scold for being drunk. Most of the doctors pre-assume that the students are faking their illness just to get a sick-certificate for compensating their absence in classes. This results in biased treatment. The staff generally behave rudely with a person who was drunk once although he talks with them nicely. One such prejudice, resulting callousness and seriousness of the illness can be observed in the following account of a student:

1. In my freshmen year I was severely sick and parts of my body got paralyzed. As a result, I stopped having bowel and urinary movements. When I approached BC Roy Hospital for the same, a doctor said, "Jab endsems najdeek aate hai to ye sab hone lagta hai" (Trans: As exams approach, students tend to have such problems). I later got admitted to a Kolkata hospital where it was found that I was suffering from a severe neurological condition and required immediate attention for recovery.

Solution: Let us have an interaction between the student representatives and the hospital representatives and clear the air that whoever goes to the hospital for treatment should be treated like he is a patient. No patient should be mishandled on the ground that somebody has assumed about his traits or motives.


Unnecessary Paperwork

The need of medical book even in emergency conditions, the need of the signatures of warden, professor, HOD etc. while being referred seems redundant to certain extent. It has caused a lot of problems to the students’ time and again. What if a student is in emergency (the word can be used in vast perspectives) and either he or his friends do not find the medical book as well as the ID Card at that time? The concerned staff sometimes force the students to bring the documents which is utterly wrong. What if a student does not have such good friends who can try and help in such cases? How much paperwork an ill student can make it happen? Readers can consider the following situation in which a final year student found himself after returning from Columbia Asia Hospital:

1. I had a surgery and came back to institute. I went to BC Roy hospital to know what formalities I should do. The Medical Officer, I don't know her name, she was very very very rude to me. I almost cried. I left and I came back after few days, same thing happened, she was shouting on me like anything and I was like I should be the one shouting. I was carrying a medically fit certificate from Columbia Asia, all they had to do was to issue a medically fit certificate from their side by considering Columbia Asia's certificate. Frankly speaking, I was not depressed when I got fractures, when I had to undergo surgery But I was very depressed by the way the staff of BC Roy Hospital behaved with me. I didn't go to BC Roy for 1 month and went in Dec 20s, there was some other doctor. Very polite, patient and helpful. He gave it in 2 minutes. I was a Final year student, I had End sem exams, presentations, and placements. None of them gave a damn about anything.

Solution: These questions should better remain unanswered and the need of paperwork should be relaxed to an extent that may help patients. Registrations and appointments can be made online to reduce the queue system and proper slotting so that the students reach the hospital at the precise time of the appointment and they do not need to waste much time.


Problems related to pharmacy

Frank Ross Pharmacy does not seem to be working too well for the students. Students are complaining about high average waiting time, occasional rudeness of their staff, and unavailability of medicine at times at the Frank Ross Pharmacy. Sometimes the prescribed medicine is available in the pharmacy, but still a student was given another medicine. It can be understood that the number of counter is limited and everybody cannot get his medicines as soon as he reaches the counter, but humanity should never wane and those who are facing legitimate problems can be helped. Such an instance is being produced here:

1. I had a severe sprain in my knee. I called for an ambulance but it was not available. I had to walk somehow from TGH to BC Roy, and by the time I reached, the leg had gotten had inflamed. After getting there, without realizing my pain, the receptionist told me to stand in the queue. And finally, when I got the leg checked, No one was there to help me get medicines. I had to walk back to the pharmacy, and as usual, the pharmacy guys were again telling me to stand in line, without realizing I had spent about an 40 minutes just walking, making the condition worse. Because of this insincerity, I still can't bend my leg to the fullest.

There have been cases that the students had to go all the way to the Tech Market many a times to find a medicine (if it remained unavailable at the Frank Ross Pharmacy) and the disappointment of the student can be imagined when he may have found the chemist shop in the Tech Market closed. The thought of an ill person riding fruitlessly all the way to Tech Market on the cycle which is more than 1 kilometer from some of the halls is quite unpleasant and unwarranted.

Solution: Apart from increasing the number of staff, the pharmacy should consider opening a branch in the area where most of the halls lie, such that the students can take the prescribed medicine at leisure time at close distance and need not go to the hospital for that. Proper functioning of the pharmacy should be monitored.


Conclusion

After the Open House with the Director an action plan was brought forth by the Director himself through the student representatives and it contained several measures to regulate the functioning of the BCRTH. After two months of the drafting of this action plan, let us have a look at some of the points:

"I can keep on writing for hours depicting how ******(bad) the hospital has got and how they are playing the student's lives so carelessly.", an excerpt from a response containing 531 words clearly depicts the disappointment that was common in almost all of the responses. Very few responses could be produced here, although all of them were inciting enough and made the task of compiling this report more challenging. Awaaz, IIT Kharagpur thanks the respondents for taking out some time for filling up the form.


* All the responses have been produced without change. Only the words which were supposed to be censored have been omitted and asterisks have been used in place of them. Awaaz does not take any responsibility, even of editing, of these responses. *


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