KATHMANDU: A young woman suffering from a headache visited Bir Hospital in Kathmandu, hoping for accessible and affordable treatment.
But before she could even see a doctor, she was caught in a long queue just to get an initial ticket for a consultation with a neurologist.
The neurologist advised her to undergo several tests, noting that the headache could be linked not only to neurological issues but also to problems with her eyes or ears. Following this advice, she attempted to see an eye specialist—using the same OPD ticket.
However, the assistant at the eye department dismissed her, saying, “This ticket isn’t valid—you need a new one.” She was forced to queue again to get a separate ticket.
After her eye exam, she proceeded to the ENT department, where she once again had to repeat the entire ticketing and waiting process. In the end, what began as a simple consultation turned into a frustrating experience involving three separate tickets, costing her Rs 225 (Rs 75 per ticket).
Another woman who had booked her appointment online faced similar issues. After consulting a gastroenterologist, she was referred to a general surgeon due to a pre-existing surgical issue. But when she tried to visit the surgeon with the same ticket, she was turned away.
“Why do I need another ticket if I’ve already booked one and I’m just following the doctor’s advice?” she asked.
The staff’s response was blunt: “No matter what the doctor says, the rules are the rules. If you want to be seen, get another ticket. If not, leave.” Frustrated, the woman left without seeing the surgeon.
Minister’s claims of improvement
Minister for Health and Population Pradeep Poudel, marking one year in office, recently presented a list of health reforms. Among his claims: significant improvements at Bir Hospital.
He said that based on recommendations from a committee led by Dr. Madan Upadhyay, the hospital had taken steps to improve services—such as adding 72 beds to the chaotic emergency department and repairing outdated equipment. He also noted that the hospital now offers services in two shifts and has introduced online ticketing to reduce queues.
Reality on the ground
Despite these claims, the reality tells a different story. Patients begin lining up as early as 7 AM, often waiting for hours. Even those who have booked tickets online must still queue to receive services.
Worse, if a patient is referred to another specialist, they must rejoin the queue and purchase a new ticket—sometimes multiple times in a single day.
The hospital offers no clear answers to complaints. Instead, service recipients are met with indifference or scolding from staff. Some patients report having to buy up to five or seven tickets in a single visit, just to complete the recommended consultations.
“Problem will be solved soon: Hospital administration
Sitaram Khadka, Bir Hospital’s Information Officer, admits the current system is outdated and inconvenient. “Our system hasn’t changed in years. We are now building a new server and will introduce a rule that allows referrals with a single ticket. Preparations are underway,” he told Khabarhub.
According to Khadka, the hospital is in the process of calling for quotations to upgrade its system. “We hope this issue will be resolved by Shrawan. We understand how difficult this is for patients.” He acknowledges that patients have suffered due to inefficiencies. “In some cases, a single patient has had to purchase five to seven tickets,” he added.
While reforms are underway, service recipients continue to endure outdated systems, long queues, and unnecessary expenses—raising questions about the gap between official claims and on-the-ground realities at Nepal’s oldest hospital.
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