Doctors are at liberty to charge patients in luxury suites above the usual rates, but the hospital is not involved in these negotiations. Across all tiers of patients in such set-ups, premium insurance plans cover the cost for patients, ensuring that concerns over food, water, or shelter never arise. In Saif Ali Khan’s case, a swift reimbursement of Rs 25 lakh for a Rs 35 lakh bill sparked criticism, raising concerns over the hurdles and small reimbursements common citizens face.
The numbers tell the story. In Maharashtra, 38.1% of total health expenses come out of pocket, meaning individuals pay directly rather than through insurance or government schemes, according to the union ministry of health and family welfare. this is an improvement from 44% in 2019-20, thanks to public insurance schemes such as Mahatma Jyotirao Phule Jan Arogya Yojana (MJPAY), which have covered 2.25 crore households since 2012. \
“At times, patients or their relatives show discontent with the bills, have doubts, and require clarification from the billing department. But for those opting for the grand suites, the staff is confident that such back-and-forth is out of the question. They are well aware of what they are signing up for, they only want their privacy. “
Many hospital administrators Mumbai Mirror spoke to admit that in a cost-sensitive market such as India, luxury healthcare is frowned upon. “People believe luxury healthcare is another term for differential medical practice in which people who pay more to get better services, including better medical care. The truth that clinical services are the same throughout the hospital gets lost.”
Hospital administrators say that the ‘touch of luxury’ is usually a demand from the patients and their relatives. A hospital administrator from a south Mumbai hospital set up ICU single rooms as against an open ICU unit based on feedback from its patients; some patients complained of feeling claustrophobic or developing ICU psychosis, and felt separate units would be better for them. Another hospital in north Mumbai developed 1bhk apartments on an entire floor due to a demand from medical tourists coming from across India and foreign countries.
“There is a group of patients who want privacy and want these rooms whether they have insurance or have to pay on their own.” However, that twin-sharing rooms are the most popular ones. “Even though, post-Covid, people want single rooms, most families want twin-sharing rooms, which, incidentally, is the choice for many foreign patients as well.”
Many European countries offer “hospio-tel”, that is a mix between hospital and hotel. “The idea is to provide similar assistance and comfort that one finds in hotels while recuperating. While India doesn’t have hospio-tels, some hospitals have suites that costs around Rs 1 lakh a day (the cost of treatment and medical visits are separate). “Such rooms help patients who need to be in the hospital for two weeks or more, like those who have undergone a transplant.”
Those who have the means definitely want an element of luxury added to their healthcare as well. “New projects for hospitals these days always have been an element of luxury. It may be restricted to a few rooms or an entire floor, depending on the owners.”
The idea of luxury healthcare emerged after insurance became prevalent. In the past, even private hospitals had fewer classifications; they were simple and straight forward. Today, the fanciest private hospitals in Mumbai are registered as trusts, but their obligations to reserve beds for the poor and provide free case are rarely fulfilled.
Outside KEM Hospital, a van arrives every evening with food parcels, serving more than a hundred relatives of patients each day. Long lines form on the footpath — one for men, another for women. the food is provided only to those who can show a hospital admission pass as proof. Many who wait in line, coming from the hinterlands of Maharashtra, say this free food is their only way to survive the expenses of Mumbai when treatment and hospital stays stays are prolonged.
The Grand Tiara suite, more akin to a high-end residence in the city’s most upmarket area than a hospital room, offers a sweeping skyline view, premium furnishings, two washrooms, a mini fridge, microwave, dining tables, a dedicated resting area for family members, and even as additional mini room. The shared corridors feature a gym, conference room, and cafeteria, with the hospital staff just a call away.
Gleneagles isn’t the only one, there are more hospitals in the city with similar offerings. For instance, Bandra’s Lilavati Hospital has a sea view for patients in their ‘executive suites.’ Such luxury comes at a price. At both Gleneagles and Lilavati, these suites command Rs 35,000 and not Rs 40,000, or even a lakh, given the profile of patients opting for them — there was no clear answer.
Hospital staff at both facilities said that pricing is fluid, changing shape based on procedures. A treatment that might cost Rs 5 lakh for a patient in the general ward, could be billed at twice that amount in these suites.
At Gleneagles, staff noted that 50 patients check into Tiara suites every month, with at least two choosing the Grand Tiara.
