The National Orthopaedic Hospital, Dala, Kano, has refunded a total of N121 million to patients from 2023 to date.
A Kano-based radio station recently aired a complaint from a patient, Maryam Usman, regarding the delay in receiving a refund from the hospital, which had lasted for nine months.
She also alleged that when a patient dies, the hospital withholds the body until payment is made.
In response to the allegation, the Chief Medical Director (CMD) of the hospital, Dr. Nurudeen Isa, described the claims as baseless and damaging to the institution’s reputation. He presented details from the patient’s refund approval and medical file to refute the allegation.
Speaking at a press briefing on Monday in Kano, Isa explained that the hospital refunded N106 million to patients in 2024 and an additional N15 million between August and December 2023.
“We inherited refunds exceeding N100 million. In 2022, the hospital refunded N49 million, and in July 2023, N25 million was refunded before I assumed office as the CMD.
“We still have an outstanding refund of N25 million, which we plan to clear by June 2025.
“We have made it a priority because we know this can damage the image of the institution,” he said.
He noted that Usman was admitted to the hospital on September 17, 2024, and discharged on October 3, 2024.
“We approved her refund on November 20, 2024. However, she had not applied for the refund, and no complaint regarding the matter was recorded in the hospital’s SERVICOM department.
“The hospital operates a system where patients make deposits. Upon discharge, they may either owe an additional amount or be eligible for refunds, which we pay back to them,” he said.
According to him, this has been a recurring issue for years, and they have made it a priority to minimize delays and ensure refunds are paid promptly.
“Sometimes, we bill a patient, but the actual cost of care is either higher or lower than estimated. Unfortunately, changes in market prices often mean that some patients consume more than what they have deposited.
“In such cases, we allow them to pay in installments. On the other hand, when patients consume less, we process refunds accordingly,” the CMD noted.
Isa said that the hospital has implemented mechanisms to streamline the refund process, adding that patients must apply for their refunds, and all payments are documented to ensure accountability.
“Some patients may think they are going to undergo a major surgery, but when we get into the theatre, we realize the extent of the surgery needs to be reduced. So, we provide the necessary care and refund the difference later.
“We had an instance where a patient actually wrote his neighbor’s name because he didn’t have an account. The refund was paid into his neighbor’s account, and the patient did not receive the money.
“Patients fill out a refund form upon discharge, specifying the account details where the money should be paid, which is then countersigned or witnessed by one of our nurses,” Isa said.
The CMD, while reacting to the radio station’s claim about withholding deceased patients until payment is made, dismissed it as baseless.
“We do not have a mortuary, so the question of holding a deceased patient does not arise.
“We even have patient funds for those who cannot afford to pay. I have approved numerous waivers for patients unable to settle their bills.
“A patient who had paid over N2 million passed away while waiting for admission, and his refund was processed immediately,” he narrated.
Isa added that the hospital was taking steps to reduce future refund cases by improving its billing system and ensuring that consultants closely monitor patients’ charges.
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