On September 22, 2025, my next-of-kin was admitted to a private hospital in Petaling Jaya, Selangor, for a simple cataract surgery on her right eye. It was a straightforward day procedure. The medical team treated her with professionalism and care, and for that I am truly grateful.
However, when I reviewed the itemised bill, my gratitude quickly turned into shock. The charges for basic consumables were outrageously inflated. Items like irrigation water, alcohol swabs, surgical gloves, and face masks were billed at prices that had no resemblance to their actual market value.
For example, an alcohol swab was charged at RM2.55, while the market price is only RM0.10—a markup of 2,450 per cent. Are these swabs made of silver or gold-plated? It’s also highly unlikely that an entire box of 30 swabs was used for a single procedure. Here are some examples of items that were similarly overcharged.
This wasn’t an isolated incident—many items carried similarly absurd markups.
This is where frustration begins.
I filed two complaints through Sispaa (Sistem Pengurusan Aduan Awam) with Cawangan Kawalan Amalan Perubatan Swasta (CKAPS). CKAPS replied by sending a strongly worded letter to the hospital, demanding an answer within 14 days.
The hospital did not take it seriously. I followed up after 21 days. There is still no answer. It’s been more than a month; neither the hospital nor the authority (CKAPS) has responded.
This raises an important question: Is there a system in place to document complaints, ensure swift action, and hold someone accountable for following through?
As the Malay saying goes, “Harap pagar, pagar makan padi.” What good is Sispaa if the very authority that is supposed to protect patients fails to act? It becomes a complete waste of time, manpower, and taxpayer funds. Malaysia has strict laws on paper, but without enforcement, they are pointless.
This culture of overcharging is one of the key reasons insurance premiums continue to rise, pushing them beyond the reach of ordinary Malaysians.
Insurance companies need to take the lead in ensuring that the health care system is equitable. Patients depend on them for protection against exploitation as well as coverage. Insurance companies can demand openness and reveal unwarranted markups by closely observing hospital billing procedures.
There should be repercussions for hospitals who consistently exaggerate their prices. Profiteering has no place in patient care, as demonstrated by the blacklisting of unethical providers. This accountability guarantees that health care will continue to be ethical, accessible, and focused on people rather than profit.
Finally, the burden rests on us, the people. Bank Negara Malaysia (BNM) should focus on discovering the fundamental reasons of recent insurance increases rather than simply treating the symptoms. When insurance companies and private hospitals collaborate to defraud customers by charging exorbitant fees, BNM must take decisive action.
Heavy fines should be levied against these companies to send a clear message: profiteering partnerships will not be accepted, and the public’s right to equitable health care comes first.
My advice for other patients: Check your bills carefully, whether paying out of pocket or through insurance. If you notice any unreasonable markups, speak out. Share your experience on social media, via Facebook, Instagram, or TikTok. Creating public awareness is crucial since complaining to enforcement agencies cannot suffice.
Transparency in billing is just as important as quality treatment. Without accountability, patients will continue to suffer—not medically, but financially.
#KitaJagaKita
- This is the personal opinion of the writer or publication and does not necessarily represent the views of CodeBlue.
