The Maharashtra Consumer Disputes Redressal Commission has found a Mumbai hospital responsible for inadequate service after it delayed the discharge of a two-day-old infant for more than nine hours. This delay was reportedly due to pending approval for cashless medical insurance. The commission deemed the behaviour of the hospital staff as “insensitive” towards the newborn.

Details of the Case

The commission’s ruling was announced in August 2026, concerning a dispute that originated in February 2017. The complainant, a resident of Mumbai, stated that his wife gave birth to twin boys on February 22. One of the infants was diagnosed with hypoglycaemia, necessitating admission to the Neonatal Intensive Care Unit at Bhatia Hospital.

The father claimed to have made an initial deposit of Rs 15,000 upon admission. By the morning of February 24, the paediatrician recommended the infant’s discharge, and the necessary discharge slip was prepared at 11:12 am. The report indicated that the deposit was sufficient to cover the incurred expenses, totalling Rs 13,515.

Nevertheless, the hospital staff did not proceed with the discharge as they awaited cashless approval from the insurance provider’s Third Party Administrator. Although the request for cashless service was denied, the father offered a written assurance to cover any outstanding costs within 24 hours. However, the baby was not discharged until the evening of the same day, and an additional half-day fee was incurred.

Commission’s Findings

The judgement emphasised that hospital officials should have prioritised the health and well-being of the infant. It declared that there was a severe lack of sensitivity in the hospital’s response, as no consideration was given to the urgency of the discharge process. The commission specifically noted the “callous and casual” nature of the hospital’s actions.

In its verdict, the Maharashtra Consumer Disputes Redressal Commission ordered the hospital to refund an excess billing amount of Rs 2,000, inclusive of 6 per cent annual interest from the date the complaint was filed until the payment is realised. The hospital was also instructed to pay Rs 25,000 as compensation, along with Rs 10,000 covering litigation expenses.

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