A consumer commission in Punjab has directed a healthcare facility to compensate a patient Rs 30,000 for failing to maintain basic hygiene standards and deliver promised amenities during her post-childbirth stay.
The ruling requires the hospital to pay the sum within 30 days to address service deficiency, mental agony, harassment, and litigation expenses.
Lapses in Amenities and Food Quality
The case stems from a patient who booked a discounted Rs 75,000 maternity package covering a Caesarean section delivery, with diagnostic tests and medications billed separately. Although the surgical procedure was successful and resulted in the birth of a healthy baby girl, the complainant highlighted several failures in non-medical services.
According to the complaint, the hospital provided substandard and unhygienic facilities, including a dirty couch for the attendant, torn towels, and a piece of plastic embedded in the soup served during her surgical recovery. Furthermore, value-added package features, such as room decoration and a planned cake-cutting ceremony, were either unfulfilled or managed poorly.
Hospital Claims Human Error and Successful Medical Outcome
In its response, the hospital denied any deficiency in service, pointing out that the delivery proceeded without medical complications and that both mother and newborn remained medically stable throughout their admission.
Addressing the specific grievances, the facility acknowledged that a defective towel and a small plastic fragment in the food had occurred, but described them as isolated human errors that were immediately resolved. The hospital added that complimentary package features were arranged, attributing the cancellation of the cake-cutting event to the patient’s failure to confirm a time.
Commission Emphasizes Non-Medical Care Responsibilities
The bench, comprising President S K Aggarwal and member Paramjeet Kaur, observed that the complainant raised no allegations of medical negligence, noting that evidence confirmed the successful execution of the C-section. Consequently, the panel limited its review to the quality of ancillary services included in the paid package.
Highlighting the hospital’s written admissions regarding the defective linen and contaminated meal, the commission ruled that even inadvertent lapses constitute a failure to uphold mandatory care standards. The panel emphasized that medical institutions are required to ensure strict hygiene and food safety for patients recovering from surgery, affirming that hospitals remain legally liable under consumer law for non-medical service deficiencies and unfulfilled package obligations.
