Hi everyone!

Came across a senior citizen recently whose cataract operation was botched up by a charitable eye hospital in the city. An all too common occurrence no doubt, but that's precisely why we need to take a close, hard look at what ails our delivery systems.
If you ask me, there's only one word for what's wrong with all our work-- we're too damn unprofessional in our attitude and behaviour. It's bad enough to be shoddy and lazy in our thinking but it's far worse when we project that in our behaviour as well.
What helps such unprofessionalism thrive is our general laidbackness as consumers. That's why we get the quality we do and have to fight every inch of the way in the courts, which of course are another story.
Coming back to the case in question, the elderly man began to see three of everything, saw flashes of bright light, and generally had disturbed vision. He consulted two eye surgeons, who told him the operation had damaged his eyes. His case papers record the fact that the operation was conducted by an intern of the charitable hospital and not the surgeon himself.

While he sank into depression, I called the hospital superintendent and told him the story. Barely had I completed the second sentence than the manager barked, ``How does he know this surgery was done by an intern? His eyes would be closed. He's talking rubbish.''

First demonstration of offence being the best defence, (a textbook no-no when it comes to customers.)

Having by now understood the score after dealing with so many such cases, I yelled back. He shut up a bit, heard me out and said he needs to see him. I requested the senior citizen to see this gentleman who seemed to be clearly thinking a way out of the mess.

Sure enough, when the senior citizen visited the hospital, he was forced to see the medical director of the charitable hospital, who gave him a clean chit and said there was nothing wrong with him and a change of glasses would do the needful.

When I called again to say there were three expert opinions on record saying the hospital had gone wrong once, and that the hospital could accept and pay up the costs of his future operations and treatment, the superintendent directed me to a trustee of the hospital who had been briefed.

Though, as a journalist, I neednt have done so much calling, I called the trustee and asked him for his take. He turned out to be a shrew. Knowing well he was cornered, he opted for orchestrated aggression. ``You don't have to teach a doctor how to treat my patients. We do so much charity, we treat people free, we get lakhs in donation, how dare you teach me?''

I was momentarily taken aback and said, ``I am not teaching you anything, only asking you if you will compensate him for the damages he has suffered.''
``How can I say that without looking at his case? How can you call me up saying you are a journalist? You're blackmailing me!''
Huh! ``But I didnt- I havent said anything about blackmailing you. I am only saying-''
``I have reputed, US-trained doctors working in my hospital. What do you mean by saying you'll expose me? This is not right. I have 25 years in this field, own a 30-bed hospital, I am..''
``But I am not saying anything about exposing you. I-''
``What do you mean, you are a journalist, So you can write what you want?! You're saying you'll expose me. I will not blah blahhhhh.''
``Will you hear me out? Hello? Listen please. What's your problem? No. Hello? I have to tell you I am a journalist because I am one! How does that amount to-''
``You cant call up and demand compensation. You're going to expose me? We have the best doctors blah blah.''
``But the best doctors goof up. The consumer courts are full of such cases. And here, it was an intern-''
``Oh, so you want to take me to court? You're threatening me? You'll expose me?I dont tolerate this blah blah.''
``But I havent said anything about the court. I only-''

Somewhere during the course of these parallel tracks of monologues, I realised I was defending myself for things I wasnt guilty of! Wisening up to this defence mechanism at last, I began yelling at him as well. This continued for while and when I found I was not getting anywhere with this Shylock, I decided to hang up with these grand words, ``You should thank me for giving your hospital so much time on such a simple case. But since you dont spare any sympathy even for your patients, I shouldnt expect anything better.''

I rest my case. My only worry is I may need an ENT surgeon. The word, ``expose'' keeps ringing in my ears.