Recently a Delhi court directed Delhi Police to register a FIR against two private hospitals on allegations that they posted false information on their website claiming certain treatment leading to the death of a patient.

The complainant has alleged that he was cheated on a false representation of the website and had he known the exact truth, he would not have gotten his father admitted there.

Additional Chief Metropolitan Magistrate Vijay Kumar Jha said prima facie commission of cognisable offences appear to have been made out including criminal conspiracy, cheating and dishonestly delivering a property, using a forged document and forgery of valuable security.

The details of this news article can be accessed here.

So What Do We Hospitals And Doctors Need To Do?

Stop Fighting – Accept The Changed Environment

First and foremost we need to accept that the environment has changed. Patients are demanding transparency, accountability and proper guidance. The trend of complaints, litigation and punitive measures will not abate but escalate. In this changed environment it is our responsibility as physicians to ensure that our responses are effective. I am very disappointed when some of my physician colleagues continue to nurture the belief – that it is better not to give too much information to the patient”. Believe me there is no such thing as too much information or communication.

I understand that there is a difference between “patient centred” care and “patient directed” care. Patient-centred does not imply that the patient gets whatever they want. It means that the physician identifies their specific health needs and after due consideration offers them treatment & care to meet these needs. It does NOT mean they dictate and the doctor prescribes.

Be Better Informed- Don’t Be Careless

It is critical to be informed about what is going on around us.? What are the changes in the law that will impact us? How do we protect ourselves from harm and damage. Mastering clinical knowledge and skill is no longer a guarantee for success. Understanding non-clinical subjects like – finance, management and marketing are equally important. You don’t need to become an MBA but you must educate yourself on these subjects in order to make the right choices and decisions. Later in this article I will give a few pointers on how to choose your Digital services (website and social media) providers wisely.

Engage The Power of Digital Intelligently

Digital is the way to ensure your presence in the world today. Some people will go to the extent of saying that if you are not present in the digital world then you don’t exist! A bit far-fetched in my opinion.

A lot of Indian doctors believe that their patients do not use social media or visit websites or do google searches. In case you are one of those who subscribe to this then you are in for an unpleasant surprise.  Please believe and accept that the modern patient’s behaviour has changed.

You website is your virtual clinic/cyber clinic which will have far more traffic (visitors) than your physical clinic. Usually the patient’s first experience with you or your clinic or your hospital will be on your website, and this engagement may define their future action on whether they come for a consultation.

And now there is an added dimension – Criminal liability!

So What Actions Should We Take To Protect Ourselves?

• Take your website seriously. It is no longer a tick off.
• Please understand that the website is not about pretty pictures and designs. It is about content.
• Ensure that the content is clinically accurate

Choose a website developer who has the following:

• Deep understanding of the healthcare market
• Clinical expertise
• Has capacity to integrate different technologies – like Ai based smart chatbots
• Provides a proper plan of how they will engage and make a proper strategy for you
• Gives you access to the website, backend and the server
• Avoid standalone individuals- they are cheap but in the long run very expensive. They will not have the bench strength to manage all of the above requirements and can potentially land you into trouble.

Be Professional

Think, while you are willing to spend millions on your physical clinic and hospital – its decor, furniture, equipment etc, why skimp on the most powerful and effective face of your organisation!

I am willing to provide a free 15 minute consultation to those who are interested in learning how to build a powerful and effective website. Email Me here.