Cockroaches, flies on food, breast pump in premium maternity suite: Bengaluru hospital held liable for deficiency in service, slapped Rs 50k compensation

According to a report by The Times of India, the couple had opted for a premium private suite at the hospital's Pune facility for the delivery of their child, seeking better hygiene, comfort and safety for the mother and newborn. The patient was admitted to the hospital on August 21, 2024. The couple paid around Rs 1.4 lakh for the premium suite, excluding medical expenses.

However, the couple complained that the suite was far below the promised standards. During the first night of admission, they allegedly noticed cockroaches and houseflies inside the room. The insects were allegedly found on the floor, around the table where food was kept and on the patient's bed. They further alleged that pests were found on the breast pump being used to feed the newborn.

Following the complaint, the hospital staff shifted the family to another suite. The couple, however, remained dissatisfied with the manner in which their grievance was addressed and subsequently raised the issue with the hospital through email. They alleged that the hospital responded five days later, on December 23, 2024 seeking a meeting. The couple did not hear back until January 15, 2025.

The couple later issued a legal notice alleging deficiency in service and unfair trade practice. They subsequently approached the consumer commission seeking a refund of Rs 1,43,518, compensation of Rs 20 lakh and litigation costs.

Opposing the complaint, the hospital maintained that concerns regarding the room had been raised shortly after admission and alternative rooms were immediately offered. It further submitted that its staff had extended assistance, sanitation personnel were instructed to conduct hourly checks and gel-based preventive measures were undertaken as a precaution.

The hospital also maintained that the woman was discharged in a healthy condition on August 23, 2024 and had expressed satisfaction with the overall experience. During the proceedings, the couple placed video recordings before the Commission showing cockroaches inside the suite. The hospital did not dispute the recordings. After considering the material on record and the submissions of both sides, the consumer panel found that the evidence supported the complainants' allegations regarding the condition of the room.

As reported by The Times of India, after considering the material placed before it, the Commission prioritised the responsibility of hospitals to maintain hygienic conditions and observed:

“It is the bounden duty of the hospital to maintain hygienic conditions.”

The Commission held that the failure to maintain hygienic conditions in the maternity facility amounted to deficiency in service and awarded ₹50,000 to the complainants towards mental agony, along with ₹10,000 towards litigation expenses.

The consumer panel, however, did not allow the demand for refund of the premium suite charges, noting that adequate medical treatment had been provided and no health complications had arisen.