• Couple accuses CEO Shawn Bolouki of screaming and shouting at them
• Aga Khan says the couple exhibited inappropriate language and hostile behaviour
Image: FILE
Aga Khan Hospital on Wednesday said it takes the concerns of its patients seriously and denied a couple's claims of ill-treatment.
The hospital was responding to a blog post by Shameez Bank, who accused the facility of giving her husband, who had been admitted to the critical care unit, below average treatment.
"As evidenced last week, the management immediately assembled 14 members of staff from three departments [emergency, critical care unit and quality] to address the concerns of Mr and Mrs Bank," the hospital said in a statement.
In the blog post, Shameez said the couple arranged a meeting with the CEO of Aga Khan since they were concerned about other Kenyans who never voiced their terrible or fatal experiences.
Her husband was admitted after he collapsed at Westgate following sharp pain in his arm, back and jaw.
Shameez said during the meeting, they were treated with disrespect. She accused CEO Shawn Bolouki of screaming and shouting at them.
However, the Aga Khan statement said the couple exhibited inappropriate language and hostile behaviour.
“As a result, the CEO formally excused himself from the meeting with a view to de-escalating the situation. He knew that his colleagues in the meeting were fully capable to handle the situation," the statement said.
Aga Khan administration said it is willing to share specific information with authorities with jurisdiction over the delivery of healthcare in Kenya to provide all the facts and details about what transpired during Bank's stay at the hospital.
“We feel robbed and violated. As I lay in bed last night and I felt butterflies in my stomach from all the nervous energy of the week, I realised after the ordeal we had just been through this week dealing with an illness no one deserves to ever be treated this way," the blog read.
"Let alone be let down by a hospital that prides itself of its high standards. But here I am, four days of being in the top facility in Nairobi, I left with no faith in our care. And my husband and I realised we must speak.”