CHAPTER -1

INTRODUCTION

1
INTRODUCTION

A hospital is a healthcare institution providing patient treatment with specialized health

science and auxiliary healthcare staff and medical equipment. The best- known type hospital is
the general, which typically has an emergency department to treat urgent health problem
ranging from fire and accident victims to a sudden illness. A district hospital typically is the
major health care facility in its region, with many beds for patients who need long term care.

Specialized hospital includes trauma centers, rehabilitation hospitals, children’s hospital,

geriatric hospitals and hospital for specific medical needs such as psychiatric hospitals for
psychiatric treatment and other disease specific categories. specialized hospitals can help
reduce health care costs compared to general hospital. Hospital are classified as general,
specialty, or government depending on the source of income received.

A teaching hospital combines assistance to people with teaching to health science students
and auxiliary health care students. A health science facility smaller than a hospital is generally
called a clinic. Hospitals have a range of departments and specialist units such as cardiology.
Some hospitals have outpatient departments and some have chronic treatment units. Common
support units include a pharmacy, pathology and radiology.

Hospitals are typically funded by public funding, health organizations, health insurance
companies, or charities , including direct charitable donation .historically , hospital were often
founded and funded by religious orders , or by charitable individuals and leaders

Hospitals are currently staffed by professional physician, surgeons, nurses, and allied health
practitioners. in the past, however, this work was usually performed by the members of
founding religious orders or by volunteers. however there are various catholic religious orders,
such as the Alexians and the Bon secours sisters that still focus on hospital ministry in the late
1990s , as well as several others Christian denominations , including the methodist and
Lutherans , which run hospitals .in accordance with the original meaning of the word , hospitals
were original “places of hospitality”, and this meaning is still preserved in the names of some
institution such as the Royal Hospital Chelsa , established in 1681 as a retirement and nursing
home for veteran soldiers.

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 During the Middle Ages, hospitals served different functions from modern institutions in that
they were almshouses for the poor, hostels for pilgrims, or hospital schools. The word
"hospital" comes from the Latin hospes , signifying a stranger or foreigner, hence a guest.
Another noun derived from this, hospitium came to signify hospitality, that is the relation
between guest and shelterer, hospitality, friendliness, and hospitable reception. By metonymy,
the Latin word then came to mean a guest-chamber, guest's lodging, an inn .

Hospes is thus the root for the English words host (where the p was dropped for convenience
of pronunciation) hospitality, hospice, hostel, and hotel. The latter modern word derives from
Latin via the Old French romance word hostel, which developed a silent s, which letter was
eventually removed from the word, the loss of which is signified by a circumflex in the modern
French word hôtel. The German word Spital shares similar roots.

Some patients go to a hospital just for diagnosis, treatment, or therapy and then leave
("outpatients") without staying overnight; while others are "admitted" and stay overnight or for
several days or weeks or months ("inpatients"). Hospitals are usually distinguished from other
types of medical facilities by their ability to admit and care for inpatients whilst the others,
which are smaller, are often described as clinics.

The best-known type of hospital is the general hospital, also known as an acute-care hospital.
These facilities handle many kinds of disease and injury, and normally have an emergency
department (sometimes known as "accident & emergency") or trauma center to deal with
immediate and urgent threats to health. Larger cities may have several hospitals of varying
sizes and facilities. Some hospitals, especially in the United States and Canada, have their own
ambulance service.

A district hospital typically is the major health care facility in its region, with large numbers of
beds for intensive care, critical care, and long-term care.

In California, "district hospital" refers specifically to a class of healthcare facility created

shortly after World War II to address a shortage of hospital beds in many local communities.
Even today, district hospitals are the sole public hospitals in 19 of California's counties, and
are the sole locally accessible hospital within nine additional counties in which one or more
other hospitals are present at a substantial distance from a local community.

3
Twenty-eight of California's rural hospitals and 20 of its critical-access hospitals are district
hospitals. They are formed by local municipalities, have boards that are individually elected by
their local communities, and exist to serve local needs. They are a particularly important
provider of healthcare to uninsured patients and patients with Medi-Cal (which is California's
Medicaid program, serving low-income persons, some senior citizens, persons with disabilities,
children in foster care, and pregnant women). In 2012, district hospitals provided $54 million
in uncompensated care in California.

A specialty hospital is primarily and exclusively dedicated to one or a few related medical
specialties. Subtypes include rehabilitation hospitals, children's hospitals, seniors' (geriatric)
hospitals, long-term acute care facilities, and hospitals for dealing with specific medical needs
such as psychiatric problems (see psychiatric hospital), cancer treatment, certain disease
categories such as cardiac, oncology, or orthopedic problems, and so forth.

In Germany, specialised hospitals are called Fachkrankenhaus; an example is Fachkrankenhaus

Coswig (thoracic surgery). In India, specialty hospitals are known as super-specialty hospitals
and are distinguished from multispecialty hospitals which are composed of several
specialties.[citation needed]

Specialised hospitals can help reduce health care costs compared to general hospitals. For
example, Narayana Health's cardiac unit in Bangalore specialises in cardiac surgery and allows
for a significantly greater number of patients. It has 3,000 beds and performs 3,000 paediatric
cardiac operations annually, the largest number in the world for such a facility. Surgeons are
paid on a fixed salary instead of per operation, thus when the number of procedures increases,
the hospital is able to take advantage of economies of scale and reduce its cost per procedure.
Each specialist may also become more efficient by working on one procedure like a production
line.

A teaching hospital delivers healthcare to patients as well as training to prospective medical

professionals such as medical students and student nurses. It may be linked to a medical school
or nursing school, and may be involved in medical research. Students may also observe clinical
work in the hospital.

Clinics generally provide only outpatient services, but some may have a few inpatient beds and
a limited range of services that may otherwise be found in typical hospitals. A hospital contains
one or more wards that house hospital beds for inpatients.

4
It may also have acute services such as an emergency department, operating theatre, and
intensive care unit, as well as a range of medical specialty departments. A well-equipped
hospital may be classified as a trauma center. They may also have other services such as a
hospital pharmacy, radiology, pathology, and medical laboratories. Some hospitals have
outpatient departments such as behavioral health services, dentistry, and rehabilitation services.

A hospital may also have a department of nursing, headed by a chief nursing officer or director
of nursing. This department is responsible for the administration of professional nursing
practice, research, and policy for the hospital.

Many units have both a nursing and a medical director that serve as administrators for their
respective disciplines within that unit. For example, within an intensive care nursery, a medical
director is responsible for physicians and medical care, while the nursing manager is
responsible for all the nurses and nursing care.

Support units may include a medical records department, release of information department,
technical support, clinical engineering, facilities management, plant operations, dining
services, and security departments.

5
 CHAPTER -2

INDUSTRY PROFILE

6
INDUSTRY PROFILE

In between the 1950’s and 1980’s the health care facilities and personnel increased
substantially but gradually due to the fast population growth, the number of licensed medical
practitioners per 10,000 individuals had fallen in the 1980’s to 3 per 10,000 from the 1981 level
of 4 per 10,000. There were approximately ten hospital beds per 10,000 individuals in
[Link] health Centre are majorly the cornerstone of the rural health care system

In the year 1991, India constituted about 22,400 primary health centers, 11,200 hospitals, and
27,400 dispensaries. such facilities were the part of a tiered health care system which funnels
more difficult cases into urban hospitals while attempting to provide routine medical care to
the vast majority in the countryside. Primary health Centre and sub-Centre would majorly rely
on trained paramedics to meet most of their needs

Indian healthcare industry operates in both of the private and public sectors. the public sectors
are healthcare system consists of facilities run by the central and state governments. The
facilities are provided freely or at subsidized rates to lower income families in rural and urban
areas. However, further the Indian healthcare industry is going through a growth phase due to
its healthy economy. As the country’s middle class continues to grow this industry’s growth
will increase.

India’s ever- growing middle class are able to afford quality healthcare. With such an increased
ability to pay for better health care, the demand for healthcare services has grown from $4.8
billions in 1991to $22.8 billion in 2001-2002. Today 50 million Indians are able to afford
western medicine and over 150 million have annual incomes of more than 1000 US dollars.

Indian health care industry growth story is moving ahead neck to neck with the pharmaceutical
industry & the software industry of the nation. There has been much done in the health care
sector for bringing the improvement like till date. Approximately 12% of the scope offered by
the industry has been tapped. In the years to come the health care industry has been tapped.

7
In the years to come the health care industry in India is reckoned to be the engine of the Indian
economy. Today the health care industry in India is worth $17 billion and there are anticipation
& expectation of it to grow by 13% every year. The health care in the retail market, hospitals
enrolled to the hospital networks. Etc.

Indian healthcare industries include systems like ayurveda and homeopathy which are
increasingly gaining prominence overseas. Another major area for investment in India is the
research industry of the health care. In India there is a tremendous prospect with a huge talent
pool and the rise of biotechnology and bioinformatics.

India is a rising and expanding destination for medical tourism with affordable medical
expenses and sound technology in place goes good with the growing sector which would be
bode well for the healthcare industry in India.

The healthcare industry (also called the medical industry or health economy) is an aggregation
and integration of sectors within the economic system that provides goods and services to treat
patients with curative, preventive, rehabilitative, and palliative care.

It encompasses the creation and commercialization of products and services conducive to the
preservation and restoration of well-being. The contemporary healthcare sector comprises three
fundamental facets, namely services, products, and finance. It can be further subdivided into
numerous sectors and categories and relies on interdisciplinary teams of highly skilled
professionals and paraprofessionals to address the healthcare requirements of both individuals
and communities.

The healthcare industry is one of the world's largest and fastest-growing industries. Consuming
over 10 percent of gross domestic product (GDP) of most developed nations, health care can
form an enormous part of a country's economy. U.S. healthcare spending grew 2.7 percent in
2021, reaching $4.3 trillion or $12,914 per person. As a share of the nation's Gross Domestic
Product, health spending accounted for 18.3 percent. The per capita expenditure on health and
pharmaceuticals in OECD countries has steadily grown from a couple of hundred in the 1970s
to an average of US$4'000 per year in current purchasing power parities.

For finance and management, the healthcare industry is typically divided into several areas.
As a basic framework for defining the sector, the United Nations International Standard
Industrial Classification (ISIC) categorizes the healthcare industry as generally consisting of:

8
 [Link] activities;

2. Medical and dental practice activities;

3."Other human health activities".

This third class involves activities of or under the supervision of, nurses, midwives,
physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health
facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy, medical
massage, yoga therapy, music therapy, occupational therapy, speech therapy, chiropody, For
the purpose of finance and management, the healthcare industry is typically divided into several
areas.

This third class involves activities of or under the supervision of, nurses, midwives,
physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health
facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy, medical
massage, yoga therapy, music therapy, occupational therapy, speech therapy, chiropody,
homoeopathy, chiropractic, acupuncture, etc.

The Global Industry Classification Standard and the Industry Classification Benchmark
further distinguish the industry into two main groups:

[Link] equipment and services; and

[Link], biotechnology and related life sciences.

The healthcare equipment and services group consist of companies and entities that provide
medical equipment, medical supplies, and healthcare services, such as hospitals, home
healthcare providers, and nursing homes. The latter listed industry group includes companies
that produce biotechnology, pharmaceuticals, and miscellaneous scientific services.

Other approaches to defining the scope of the healthcare industry tend to adopt a broader
definition, also including other key actions related to health, such as education and training of
health professionals, regulation and management of health services delivery, provision of
traditional and complementary medicines, and administration of health insurance.,
chiropractic, acupuncture, etc.

A healthcare provider is an institution (such as a hospital or clinic) or person (such as a

physician, nurse, allied health professional or community health worker) that provides

9
preventive, curative, promotional, rehabilitative or palliative care services in a systematic way
to individuals, families or communities.

The World Health Organization estimates there are 9.2 million physicians, 19.4 million nurses
and midwives, 1.9 million dentists and other dentistry personnel, 2.6 million pharmacists and
other pharmaceutical personnel, and over 1.3 million community health workers worldwide,
making the health care industry one of the largest segments of the workforce.

The medical industry is also supported by many professions that do not directly provide health
care itself, but are part of the management and support of the health care system. The incomes
of managers and administrators, underwriters, and medical malpractice attorneys, marketers,
investors, and shareholders of for-profit services, all are attributable to health care costs.

In 2017, healthcare costs paid to hospitals, physicians, nursing homes, diagnostic laboratories,
pharmacies, medical device manufacturers, and other components of the healthcare system,
consumed 17.9 percent of the gross domestic product (GDP) of the United States, the largest
of any country in the world.

It is expected that the health share of the Gross domestic product (GDP) will continue its
upward trend, reaching 19.9 percent of GDP by 2025.[9] In 2001, for the OECD countries the
average was 8.4 percent with the United States (13.9%), Switzerland (10.9%), and Germany
(10.7%) being the top three. US health care expenditures totaled US$2.2 trillion in 2006.
According to Health Affairs, US$7,498 be spent on every woman, man and child in the United
States in 2007, 20 percent of all spending. Costs are projected to increase to $12,782 by 2016.

The government does not ensure all-inclusive health care to every one of its residents.
However, certain freely supported healthcare programs help to accommodate a portion of
people who are elderly, disabled, or poor. Elected law guarantees community to crisis benefits
paying little respect to the capacity to pay.

Those without health protection scope are relied upon to pay secretly for therapeutic
administrations. Health protection is costly and hospital expenses are overwhelmingly the most
well-known explanation behind individual liquidation in the United States.

10
 CHAPTER-3

HOSPITAL PROFILE

11
HOSPITAL PROFILE

Shifa hospital as Shifa polyclinic was founded by ALHAJI. Marhoom M. K. Mohammad

Hussain sahib on 12th October 1971. There was no 24 hours emergency care or Hospital at that
time in Tirunelveli. Even though he had no doctors in this family, he planned to start a
polyclinic to avoid patient travelling to other cities for treatment.

Before this time all emergency patients had to be taken to either Madurai or Chennai for
treatment. The situation changed after Shifa polyclinic was started. Most of the eminent
consultants of the city today were once associated or started their carrier in Shifa clinic &
rendered dedicated service

In 1985-86 ventilator was introduced in to the hospital. trauma cases were treated successfully.
ICCU&IMCU set up was created with minimum beds. Provisions of health care improved with
efficient doctors & nurses

There was a long planning &expansion of the Shifa polyclinic &the building was expanded in
2002 blood bank was started on 2003. A modern clinical laboratory was started with all modern
equipment

There was a plan to start a interventional cardiac center in Tirunelveli -Shifa was the first center
to start in the year 2006

Many interventional procedures like CAG, PPI, Angioplasty, ASD, VSD all were performed.
The cashless service was started after tie up with insurance companies.

Nearly 20 corporate major tie ups with CGHS, ECHS, ESI, VOC port, KKNPP, NTPL, heavy
water plant, southern railway, TNCMCHIS, Madura coats and other private insurance sectors
were introduced on 2005

The people all over the world have realized that it is more economical to invest in health care
rather than to think of a hospital only at times of distress. More than the cost, it is the sheer joy
of living a happy life without having to worry about one’s health

In the southern Tamil Nadu, Shifa hospitals, Tirunelveli, focuses its efforts to propagate the
concept of well being through quality medical service. It was founded in 1971 inspired by the
nonmedical &social medical luminary Alhaj M. K. Mohamed Hussain who made a goal
provide quality medical service in affordable cost to all

12
Shifa hospitals has been the pioneers, in providing quality health care to all, at affordable cost
with support of modern facilities consistently for years. Keeping with the tradition of providing
cutting edge technology, to provide comprehensive medical care, we are proud to announce,
that we have all the prerequisites, of performing every state of the art cardiac procedures, being
done in the world today

At present shifa hospitals is a 150 bedded multispecialty, teritary and referral centre. This
multispecialty hospital is geared to perform every state of the art specialty service. All specialist
and facilities are available under one roof and successfully run by our managing director. DR.
M. K. M. Mohamed shafi.

In addition there are 24/7 emergency department manned with emergency consultants and
residents care and well equipped ambulance facility for taking all sorts of emergencies. the new
wing of the hospital has in – patient ward , minor and operation rooms , post operative ward ,
hi tech dialysis unit, IMCU(Intensive medical care unit) and intensive (50 bedded) coronary
cardiac care unit (ICCU)and CT-ICCU unit with innovative medical equipment

The corporate service division of shifa hospital deals with clients who wish to provide medical
services to their employees and all insurance card holders. The main object is to provide best
quality treatment at an optimal cost.

A well equipped blood bank that has processed over 25000 to 30000 unit of blood has been
setup in the hospital which is been initiated by voluntary donors. The hospital has five mobile
emergency (ACLS Ambulance) care ambulance unit to serve emergency patients

The unit has the most modern ambulatory cardio- pulmanory resuscitation equipment,
ventilators and defibrillators. This service is also available for patient pickup from the city,
railway station, airport which is 30 minutes drive from neighboring districts

More than 50000 people are treated through free medical camps every year. general health
awarness programme and first aid services are regularly conducted during health dams.

The hospital provide access to surrounding districts of Tirunelveli for road traffic accident with
advanced procedures cardic and critical care emergencies

Full time medical professional support in the center and community health services is offered
through peripheral subcenter

13
PROFILE

Name of the hospital : Shifa hospital

Type :multispecialty, teritary and referral centre

Founder :Alhaj M.K Mohamed hussain

Started :1971

Headquarter :Tirunelveli

Medical director :Dr M. Mohamed arafath

Managing director :M. K. M. Mohamed shafi

Auditor : Muhammad saeed

Employees : 300

Monthly Salary : ₹ 9,950 per month for Pharmacy Assistant to ₹ 18,681 per

Month for nursing supervisor

Vision : committed to the best patient care at an affordable cost

Mission :a caring human medical service for our patients and their families

Human resource manager : Karthick

Financial manager : Karl Marx

Marketing manager : Suthershan

Quality manager : Ruben

14
 CHAPTER -4

ORGANISATIONAL STRUCTURE

15
 ORGANISATIONAL STRUCTURE

MANAGING DIRECTOR

MEDICAL DIRECTOR

ADMIN INCHARGE DOCTORS

ACCOUNTANT
PHYSIOTHERAPIST
HUMAN RESOURCE

QUALITY MANAGER

NON -MEDICAL WING

MEDICAL WING

NURSING BLOOD MARKETING

BANK PHARMACY& RADIOLOGY MANAGER
DEPARTMENT
LABORATORY P.R.O

SUPERVISIOR
NURSING BLOOD
SUPERINTENDENT BANK LAB RADIOLOGIST MEDICAL RECORD
INCHARGE ASSISTANT
WARD INCHARGE X-RAY RECEPTIONIST
STAFF LAB TECHNICIAN
STAFF NURSE BILLING AND CASH
NURSE TECHNICIAN
TECHNICIAN CT SCAN
PURCHASE
PHARMACIST TECHNICIAN
ENA INSURANCE

BIO-MEDICAL
ENGINEER

DATA ENTRY
OPERATOR

HOUSEKEEPING

INCHARGE

SECURITY

DRIVER
16
I
HUMAN RESOURCE MANAGEMENT

17
HUMAN RESOURCES DEPARTMENT

In the healthcare industry, HR teams handle traditional HR functions such as recruitment,

hiring, and advising senior management on competitive pay and benefits packages to attract
and retain top talent.

However, healthcare HR faces unique challenges specific to the industry. They navigate and
communicate a myriad of state regulations, covering certifications, safety, privacy, and other
critical areas. Operating in a highly competitive talent landscape, they recruit in an industry
where candidates have abundant options.

Moreover, healthcare HR oversees a workforce dealing with daily stressors, necessitating both
physical safeguards and mental health support. Collaborating with IT, they ensure the
protection of patient and employee records’ privacy.

In addressing burnout concerns, they work with managers to refine staff scheduling processes.
Additionally, healthcare HR plays a key role in developing programs that enhance patient
satisfaction and drive positive outcomes, such as designing compensation and bonus systems
aligning pay with performance improvements and patient results.

HRM (Human Resource Management) in the healthcare sector plays a pivotal role in
maintaining the seamless operation of organizations. Their work behind the scenes is
instrumental in ensuring that clinics not only function smoothly but also meet the needs of both
the organization and its patients effectively. While they may not be the ones directly overseeing
day-to-day tasks, HR managers diligently work to keep everything running efficiently within
budget constraints.

One of their key responsibilities is managing the availability of resources on-site, ensuring that
there are enough and the right personnel at any given time. This involves strategic workforce
planning to meet the organization demands and provide optimal patient care.

Additionally, HR managers are tasked with maintaining a balanced distribution of clinical and
non-clinical employees. Striking the right balance is essential as both teams are indispensable,
and achieving harmony ensures that the organization diverse needs are met efficiently.

18
Ethical and compliance matters fall under the purview of HR managers as well. Staying abreast
of industry regulations ensures that every employee complies with legal requirements,
professional standards, and organizational policies.

Handling ethical issues, whether related to medical or social ethics and managing interpersonal
dynamics between employees and patients are also part of their crucial responsibilities. In
essence, HR managers in healthcare serve as the backbone, contributing significantly to the
organization overall well-functioning and ethical conduct.

The key role of HR in healthcare is ensuring a suitable distribution of resources, both human
and otherwise, across the organization to meet both organization and patient needs. Within this
falls several crucial tasks:

a) Distribution of resources

b) Safety and welfare

c) Ethical, legal, and compliance matters

d) Disciplinary actions

e) Recruitment

f) Training, appraisals, and development

g) Maintaining company culture

h) Maintaining staff motivation

In the healthcare industry, HR teams play a crucial role in developing, monitoring, and
enforcing employee training and development programs. This is not only to meet legal
requirements but also to address the severe shortage of healthcare professionals exacerbated by
the COVID-19 pandemic, particularly nurses and doctors.

Fostering and maintaining a positive work culture is paramount for attracting new talent,
engaging existing employees, and fostering innovation. A positive culture not only enhances
employee satisfaction but also contributes to improved patient outcomes and higher levels of
patient satisfaction.

Happy and appreciated employees are more likely to prioritize quality patient care.

19
HR’s responsibility includes creating comprehensive training programs and ensuring active
participation as part of a thorough onboarding and employee development process. The
difference between a poorly trained and a well-trained employee can have life-or-death
implications for patients, underscoring the critical nature of effective training in the healthcare
industry.

Human Resource Management (HRM) plays a crucial role in the healthcare sector. Here are
some key points highlighting its importance:

1)Talent Acquisition and Retention: HRM is responsible for recruiting and retaining
qualified healthcare professionals, ensuring that the organization has a skilled and dedicated
workforce to provide quality patient care.

2)Training and Development: In healthcare, continuous learning is essential due to evolving

medical technologies and practices. HRM facilitates training programs to keep healthcare staff
updated and skilled in their respective fields.

3)Compliance and Regulations: Healthcare is subject to numerous regulations and

compliance standards. HRM ensures that the organization adheres to these guidelines, avoiding
legal issues and maintaining a safe and ethical work environment. Learn more about
compliance.

4)Employee Well-being: The well-being of healthcare professionals directly impacts patient

care. HRM focuses on creating a positive work environment, addressing employee concerns,
and implementing wellness programs to enhance the physical and mental health of the staff.

5)Workforce Planning: HRM plays a pivotal role in strategic workforce planning, ensuring
that the healthcare organization has the right number and mix of personnel to meet current and
future healthcare demands.

6)Employee Relations: HRM handles employee relations, resolving conflicts, and

maintaining a harmonious work environment. This is crucial in healthcare, where effective
teamwork is vital for patient safety and quality care.

7)Cost Management: HRM contributes to cost-effective healthcare by optimizing staffing

levels, managing employee benefits, and implementing efficient HR processes.

8)Quality of Patient Care: Ultimately, HRM influences the quality of patient care by ensuring
that healthcare professionals are well-trained, motivated, and supported in their roles.

20
Television shows and movies make a job in healthcare look theatrical and electrifying. Drama
may be fascinating on the screen, but it’s not something people want to stumble upon in their
healthcare facility. That’s where human resources managers come in. Hardly ever seen on
prime-time TV, these positions are essential to maintaining a competent and drama-free work
setting.

HR managers are the unsung protagonists in healthcare, mostly because their jobs directly
affect the lives of patients whom they seldom meet. They work directly with healthcare
professionals to devise programs and key solutions that cater to the requirements of both
employees and patients. It is significant work that is worthwhile in a number of ways.

A hospital is a miniature community that operates like a small city, displaying the same issues
with a stronger viewpoint due to the human relations factor.

With responsibilities that envelop everything from performance management to safety, Human
Resources Management plays a fundamental role in the health care workplace to ensure
optimum delivery of health care services and providing the best patient outcomes.

In any health care background, the Human Resource department is responsible for an
assortment of personnel wants that both employers and employees come across. The function
of this department is to handle all aspects of operations that are personnel-related.

Specific Human Resources Management Functions Include:

a) Hiring

b) Physician and Nurse Recruitment

c)Employee Orientation

d)Personnel Management

e) Benefits & Compensation Management

f) Counselling

g) Claims Handling

h) Training and Performance Monitoring

I)Professional Development Programs

J) State and Federal Regulations Education

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 K) Work place Safety and Sanitation

l) Labour Mediation

m) Administration – Employee Meetings

n) Staff Morale & Retention

Each departmental role is complex which often leaves the employee or employer to wonder
where and how to address certain queries. A guidebook is an easy, well-organized way to
provide an instrument that will answer many questions.

Frequent issues outlined in a question And answer format offers a straightforward to read guide
that can be circulated to everyone. Human Resource personnel typically assemble the data to
compile such a guide book and hand out copies to all employees under their organization.

Human Resources have evolved considerably in the last few decades into an all comprehensive
management department.

At one time, this part of a business was exclusively clerical. It was assigned to the personnel
department which managed hiring, firing, book keeping and payroll. Upgrades in work place
management have opened the entrance for more dedicated needs and roles of employees.

In turn, personnel departments grew into a greatly specific field with either an internal or
external human resources department.

Human Resource Management establishes the lines of communication at all levels to better
supervise business personnel. Regular meetings are a competent way to examine issues and
needs. Personal interaction opens conversation for suggestions and grievances between
management, staff and employees.

Meetings build trust and assurance in a company and guarantee that quality control is in place
successfully. Communication is a core principle in group dynamic philosophy. This part of the
workplace relations is guided by human resource professionals.

Since all health care is ultimately delivered by and to people, a strong perception of the human
resources management problems is required to ensure the success of any health care program.
Further human resources initiatives are necessary in many health care systems, and more
widespread research must be undertaken to bring about new human resources policies and
practices that will promote the welfare of individuals around the world.

22
Efficient human resources management plays a critical role in the development of health care
systems. Proper management of human resources is imperative in the recruitment and
maintenance of clinical and non-clinical staff, promoting staff morale, providing opportunities
for specialized development, and in the capability of a health care organization to provide
quality health care services and progress patient health outcomes.

Not only is a career in HR management in healthcare a thrilling choice, it’s also worthwhile
work with respect to both compensation and service to employees and patients. Learning how
to become an HR manager in healthcare is the primary step toward this primary role.

23
NURSING DEPARTMENT

24
NURSING DEPARTMENT

Nursing is a health care profession that "integrates the art and science of caring and focuses
on the protection, promotion, and optimization of health and human functioning; prevention of
illness and injury; facilitation of healing; and alleviation of suffering through compassionate
presence".

Nurses practice in many specialties with varying levels of certification and responsibility.
Nurses comprise the largest component of most healthcare environments. Shortages of
qualified nurses are found in many countries.

Nurses develop a plan of care, working collaboratively with physicians, therapists, patients,
patients' families, and other team members that focuses on treating illness to improve quality
of life.

In the United Kingdom and the United States, clinical nurse specialists and nurse practitioners,
diagnose health problems and prescribe the correct medications and other therapies, depending
on regulations that vary by state.

Nurses may help coordinate care performed by other providers or act independently as nursing
professionals. In addition to providing care and support, nurses educate the public and promote
health and wellness.

In the U.S., nurse practitioners are nurses with a graduate degree in advanced practice nursing,
and are permitted to prescribe medications. They practice independently in a variety of settings
in more than half of the United States.

In the postwar period, nurse education has diversified, awarding advanced and specialized
credentials, and many traditional regulations and roles are changing.

The practice of nursing is based upon a social contract that delineates professional rights and
responsibilities as well as accountability mechanisms. In almost all countries, nursing practice
is defined and governed by law, and entrance to the profession is regulated at the national or
state level.

25
 The nursing community worldwide aims for professional nurses to ensure quality care, while
maintaining their credentials, code of ethics, standards, and competencies, and continuing their
education. Multiple educational paths lead to becoming a professional nurse; these vary by
jurisdiction; all involve extensive study of nursing theory and practice as well as training in
clinical skills.

Nurses provide care based on the individual's physical, emotional, psychological, intellectual,
social, and spiritual needs. The profession combines physical science, social science, nursing
theory, and technology.

Nurses typically hold one or more formal credentials. Roles and responsibilities follow the
level of education. For example, in the United States, Licensed Practical Nurses (LPN) have
less education than Registered Nurses (RN) and accordingly, a narrower scope of practice.

Nursing practice is the actual provision of nursing care. In providing care, nurses implement
a nursing care plan defined using the nursing process. This is based around a specific nursing
theory that is selected based on the care setting and the population served.

In providing nursing care, the nurse uses both nursing theory and best practice derived from
nursing research. Many nursing theories are in use. Like other disciplines, the profession has
developed multiple theories derived reflecting varying philosophical beliefs and paradigms or
worldviews.

Digital health platforms connect nurses and nurse assistants with job openings in healthcare
facilities such as skilled nursing homes, home health agencies, and hospitals.

Platforms offer an app to facilitate communication and allow nurses to find work opportunities
based on their preferences. Healthcare partners and facilities benefit from access to qualified
nurses. In 2017, the UK's National Health Service began trialing such a platform.

Platforms such as United States-based Connect RN, Nomad Health, Gale Healthcare solutions
or Lantum add resources, career development tools, and networking opportunities.

The international nursing shortage is in part due to their work environment. In a recent review
of the literature specific to nursing performance, nurses were found to work in generally poor
environmental conditions.

Some jurisdictions have legislation specifying acceptable nurse-to-patient ratios.

26
The fast-paced and unpredictable nature of health care places nurses at risk for injuries and
illnesses, including high occupational stress. Nurses consistently identify stress as a major
work-related concern and have among the highest levels of occupational stress among all
professions.

SHIFA HOSPITAL NURSING STATION

DEPARTMENTS NUMBER OF DAY SHIFT NIGHT SHIFT

STAFFS TIMING TIMING
PHARAMACY 10 (8,2) (8-5) (9-6) (10-7) (7-8)

CASH COUNTER 4(3,1) (8-5) (9-6) (10-7) (7-8)

OUT PATIENT(OP) 3 (10-6) (12-8) (3-11) MONDAY,

WEDNEDAY,
FRIDAY

A - WARD
RECEPTION 12 (7-3) (12-8) (7-7) (7-7)

RECEPTION 6(4,2) (8-5) (10-7) (7-8)

(ENTRANCE)
X-RAY 5(3,2) (9-6) (11-8) (8-9)

LABORATORY 12(9,3) (8-6) (10-8) (8-8)

CARDIAC 2 (10-6) -
OUTPATENT
IMCU 17 (10,7) (7-3) (12-8) (7-8)
(INTERMEDIATE
CARE UNITS)
D-WARD

RECEPTION 4 (7-3) (10-6) (12-8) (7-7)

27
CARDIOTHORACIC 4 (7-3) (10-6) (12-8) (7-7)
ICU(INTENSIVE
CARE UNIT)
ICCU(INTENSIVE 14(4,4,4) (7-3) (12-8) (7-7)
CORONARY CARE
UNIT)
HBOT 2 (9-6) -
(HYPERBARIC
OXYGEN
THERAPY)
C- WARD

RECEPTION 6 (7-3) (12-8) (7-8)

MEDICAL 2 (9-6) (10-7) -

REPRESENTATIVE
EMRD 2 (9-6) -

CSSD (CENTRAL 3 (INTERNSHIP) (9-6) -

STERILE SUPPLY
DEPARTMENT)
B-WARD

RECEPTIONIST 12 (3,3,3) (7-3) (10-8) (7-7)

28
PURCHASE DEPARTMENT

29
PURCHASE DEPARTMENT

Every organization aims to create financial stability by optimizing its operations with
resources. To procure these resources, organizations require a specific plan to fulfill their
strategic and operational needs.

A purchasing department or procurement department in a company is an organizational unit

that fulfills these responsibilities. So, let’s explore the process of purchasing and how a
purchasing department works.

Purchasing is the process of buying or acquiring goods and services to make supply chain
management more efficient. Goods, materials, and equipment procured in this process play a
key role in improving the quality of products/services produced by the organization.

Ultimately, the purchasing process impacts the product quality and helps in optimizing costs
in the value chain. The purchasing department of a company is responsible for procuring the
goods, raw materials & services required to operate the organization effectively.

Now, every organization has its specific needs when it comes to the sourcing and procurement
of equipment, raw materials, and services. These needs define the purchasing process and how
its purchasing department functions.

Based on these needs, an organization sets the purchasing department’s responsibilities and
streamlines its procurement plans to guard against demand-supply hurdles. Let’s understand
the role of a purchasing department in this process.

Role of a Purchasing Department

The Purchasing Department, also referred to as procurement, acts as the primary buyer of goods
and services in various organizations. It supports company operations across sectors, including
private companies, government agencies, and educational institutions.

To understand how the purchasing department works, it is important to explore the role it plays
in the overall business workflow & P2P cycle. Purchasing departments play two roles in an
organization:

1)Strategic Purchasing: In this role, the purchasing department plans high-level procurement
activities based on the organization’s business goals. Strategic purchasing department
responsibilities help in online tendering or e-tendering, e-sourcing, and sourcing goods
strategically at economical prices and optimum quality.
30
Decisions such as in-house manufacturing or procurement from external suppliers are taken at
the strategic purchasing stage.

2)Operational Procurement: This role is also defined as “tactical purchasing”, where all the
purchase department responsibilities are focused on taking care of business operations and
administration. Repeat orders, inventory restocking, and invoice payments are maintained to
keep the production line running at its optimal capacity. Operational procurement primarily
caters to the long-term needs of the company.

Based on these roles, an organization can specify various purchasing department functions and
how they are fulfilled.

Functions of Purchasing Departments

All purchasing department functions are aligned with the business objectives of an
organization. Here are some of the basic purchasing department functions:

1)Identify business requirements for goods, materials, and services

2)Find reliable suppliers to meet these requirements

3)Negotiate prices, build quality, and delivery terms

4)Set up the order quantities and making bid requests on supply contracts

5)Coordinate delivery and storage operations

6)Run quality control and product testing

7)Manage budgets based on ROIs and payments

Purchasing Department Staff

The purchasing department staff is composed of various professionals who identify the
supply needs, manage requisitions, control budgets, and procure goods at competitive prices.
Purchasing department staff includes:

1)Purchasing Manager: Leading the department, the manager supervises all purchases and
works closely with business executives to understand their business needs thoroughly. Based
on this, purchasing managers distribute the purchasing department responsibilities among the
purchasing officers.

31
2)Purchasing Officers: Under the purchasing manager’s supervision, a team of professionals
runs the buying activities. They explore and evaluate the needs based on the order size and the
business priorities set by the manager. Their work helps the purchasing manager in working
with supply agents and taking the best procurement decisions for the organization.

3)Agents: Like mortgage brokers, these agents execute the purchase department
responsibilities at the ground level. Negotiating prices, finding alternate vendors, and obtaining
bulk discounts are some of the key activities that these agents handle.

Purchasing Department Duties and Responsibilities

After establishing an effective purchase policy, the organization can implement various
purchasing department responsibilities and duties. These responsibilities are further
categorized into competitive duties and non-competitive duties.

The competitive duties and responsibilities of the purchasing department include:

1)Following the state, local, and federal procurement laws

2)Working with government agencies for subsidies and other benefits

3)Acquiring goods at competitive rates

4)Maintaining long-term exclusive partnerships with top vendors

5)Placing best bids and acquiring orders before business competitors

6)Sending lucrative proposals to acquire vendors in advance

The purchase department's responsibilities in a non-competitive aspect include:

1)Researching goods and products carefully based on quality, prices, and delivery terms

2)Evaluating vendors based on their business history and supplying capabilities

3)Assessing the quality of goods at every level of the procurement process

4)Creating transparency in delivery and order processes

5)Building conclusive financial reports to calculate ROIs

6)Exploring new fulfillment capabilities through industry conferences

32
All purchasing department duties and responsibilities must be performed effectively to ensure
the success of a business organization.

Procurement is “a term of art for obtaining goods/services which ideally are cost effective and
provide the best quality outcomes for service users.

Effective procurement needs effective commissioning guidelines as well as a transparent and

open process in which to apply to provide services and goods.

” Medical sales representative will typically interact with members of a Value Analysis Teams
(VAT) or Value Analysis Committees (VAC), made up of a variety of stakeholders from within
the hospital.

VAT or VACs are the groups within the hospital that focus their attention on the procurement
process. The stakeholders involved in VATs could include physicians or surgeons, nurses and
physician assistants, hospital purchasing agents, finance team members, and clinical engineers.

However, depending on the size of the organization, VATs can also include hospital
administrators—like the hospital CEO, CFO, and CMO—and board members. Ancillary
groups that are important to the VAT group are the patient populations who would potentially
be impacted by the purchase decision as well as the medical technology company pitching their
product or service through the hospital procurement process.

Hospital Procurement Process

As a medical technology sales representative, you should approach the hospital procurement
process with a well-organized and executed strategy. Consider the following four steps to create
that strategy that will help you successfully navigate the process:

data gathering that addresses a problem, negotiating how to best address the problem, testing
to see if the problem can be resolved, and approving or rejecting the solution to the problem.

1)Data Gathering

Data gathering includes all product literature, studies/white papers, FDA approvals, MSDS
documents (if applicable), pricing plans, promotions, and structures, pertinent company contact
information, and any other form of documentation that may be necessary to close a sale.

Having all of these documents upfront will enable you to move forward in the sales process
and not be left waiting for the next scheduled meeting.

33
If you get to this point in the hospital procurement process, you have already lined up your
product champions and end users.

You should validate with those clinicians that they are on board with moving forward and will
support your endeavors to navigate the procurement process.

Before presenting the information to the hospital VAT, make sure you have some sort of
testimonial or signed documentation stating that the physician is receptive to moving forward
with the sales plan. This way if the physician is unable to attend the VAT meeting, his concerns
are not ignored.

2)Negotiating

Hospitals care about physician satisfaction, patient outcomes and their bottom line. If you
can sell them on benefits across the spectrum, your sales pitch will be well received.

Hospitals also want to determine if the pricing being offered on your product or service not
only aligns with the value it delivers but is also competitive to alternative solutions. Be
prepared for probing questions about competition and pricing structures.

Defend your pricing in terms of the value of your product, the problems it solves and impact it
will have on the hospital’s clinical staff and patient populations.

3)Testing and Trialing

The testing process will be heavily influenced by the type of product or service you are
selling. It may be simple or involve many steps, spanning months.

Usually a discount is offered during the pilot period to try to get other physicians and hospital
staff interested in the product.

The testing and trial period should be limited in scope and the parameters of it should be spelled
out so that this period of time is not considered a norm.

You will have to consider the broader impact your product or service will have on a variety of
potential workflows and stakeholders in order to prepare for and execute your trial program.
No matter the scope of the beta program, communication will be key to educating and
evangelizing the availability and capabilities of your product during the pilot period.

34
3)Resolving

VATs were created to focus on improving patient outcomes and decreasing waste; however it’s
easy to fall into the trap of viewing these processes as barriers to the sales process. Successful
outcomes come down to a rep’s level of preparedness before the decision is made.

VATs should not base new hospital product decisions on cost alone but the most successful
sales executives navigate both the clinical and financial assessments of their process.

Minimize the chances for errors on your end and always ensure the information you supply is
handed over ethically and honestly. Even if you are not successful in bringing a specific product
into a hospital, VAT members will respect you for being organized, thoughtful and professional
during the process. It may help with future pitches.

35
36
QUALITY DEPARTMENT

37
QUALITY DEPARTMENT

Health care quality is a level of value provided by any health care resource, as determined
by some measurement. As with quality in other fields, it is an assessment of whether something
is good enough and whether it is suitable for its purpose.

The goal of health care is to provide medical resources of high quality to all who need them;
that is, to ensure good quality of life, cure Illnesses when possible, to extend life expectancy,
and so on. Researchers use a variety of quality measures to attempt to determine health care
quality, including counts of a therapy's reduction or lessening of diseases identified by medical
diagnosis, a decrease in the number of risk factors which people have following preventive
care, or a survey of health indicators in a population who are accessing certain kind of care.

Health care quality is the degree to which health care services for individuals and populations
increase the likelihood of desired health outcomes. Quality of care plays an important role in
describing the iron triangle of health care relationships between quality, cost, and accessibility
of health care within a community. Researchers measure health care quality to identify
problems caused by overuse, underuse, or misuse of health resources. In 1999, the Institute of
Medicine released six domains to measure and describe quality of care in health:

1)safe – avoiding injuries to patients from care that is intended to help them

2)effective – avoiding overuse and misuse of care

3)patient-Centered – providing care that is unique to a patient's needs

4)timely – reducing wait times and harmful delays for patients and providers

5)efficient – avoiding waste of equipment, supplies, ideas and energy

6)equitable – providing care that does not vary across intrinsic personal characteristics

While essential for determining the effect of health services research interventions, measuring
quality of care poses some challenges due to the limited number of outcomes that are
measurable.

Structural measures describe the providers' ability to provide high quality care, process
measures describe the actions taken to maintain or improve community health, and outcome
measures describe the impact of a health care intervention.

38
Furthermore, due to strict regulations placed on health services research, data sources are not
always complete.

Assessment of health care quality may occur on two different levels: that of the individual
patient and that of populations.

At the level of the individual patient, or micro-level, assessment focuses on services at the
point of delivery and its subsequent effects.

At the population level, or macro-level, assessments of health care quality include indicators
such as life expectancy, infant mortality rates, incidence, and prevalence of certain health
conditions.

Quality assessments measure these indicators against an established standard. The measures
can be difficult to define in health care.

Quality frameworks are essential tools for understanding and improving health systems. They
help define, prioritize, and implement health system goals and functions.

Among the key frameworks is the World Health Organization’s building blocks model, which
enhances health quality by focusing on elements like financing, workforce, information,
medical products, governance, and service delivery.

This model influences global health evaluation and contributes to indicator development and
research.

The Lancet Global Health Commission's 2018 framework builds upon earlier models by
emphasizing system foundations, processes, and outcomes, guided by principles of efficiency,
resilience, equity, and people-centeredness.

This comprehensive approach addresses challenges associated with chronic and complex
conditions and is particularly influential in health services research in developing countries.

Importantly, recent developments also highlight the need to integrate environmental

sustainability into these frameworks, suggesting its inclusion as a guiding principle to enhance
the environmental responsiveness of health systems.

39
The Donabedian model is a common framework for assessing health care quality and identifies
three domains in which health care quality can be assessed: structure, process, and outcomes.
All three domains are tightly linked and build on each other.

Improvements in structure and process are often observed in outcomes. Some examples of
improvements in process are: clinical practice guidelines, analysis of cost efficiency, and risk
management, which consists of proactive steps to prevent medical errors.

Organizational perspective

1)Cost efficiency

Cost efficiency, or cost-effectiveness, determines whether the benefits of a service exceed

the cost incurred to provide the service. A health care service is sometimes not cost efficient
due to either overutilization or underutilization. Overutilization, or overuse, occurs when the
value of health care is diluted with wasted resources. Consequently, depriving someone else of
the potential benefits from obtaining the service.

Costs or risks of treatment outweigh the benefits in overused health care. In contrast,
underutilization, or underuse, occurs when the benefits of a treatment outweigh the risks or
costs, but it is not used. There are potential adverse health outcomes with underutilization. One
example is the lack of early cancer detection and treatment which leads to decreased cancer
survival rates.

2)Clinical pathways

Clinical pathways are outcome-based and patient-centered case management tools that
take on an interdisciplinary approach by "facilitating coordination of care among multiple
clinical departments and caregivers".

Health care managers utilize clinical pathways as a method to reduce variation in care, decrease
resource utilization, and improve quality of care.

Using clinical pathways to reduce costs and errors improves quality by providing a systematic
approach to assessing health care outcomes. Reducing variations in practice patterns promotes
improved collaboration among interdisciplinary players in the health care system.

40
3)Staffing

Research in care homes in England has shown that an organization's staffing strategy can
have an impact on the quality of care. More vacant positions in staff, for example, can lead to
a worse rating by the Care Quality Commission (CQC). Also, better staff retention and
improving work conditions can lead to higher quality care.

Health professional perspective

The quality of the health care given by a health professional can be judged by its outcome, the
technical performance of the care and by interpersonal relationships.

"Outcome" is a change in patients' health, such as reduction in pain, relapses, or death rates.
Large differences in outcomes can be measured for individual medical providers, and smaller
differences can be measured by studying large groups, such as low- and high-volume doctors.
Significant initiatives to improve healthcare quality outcomes have been undertaken that
include clinical practice guidelines, cost efficiency, critical pathways, and risk management.

1)Clinical practice guideline

"Technical performance" is the extent to which a health professional conformed to the

best practices established by medical guidelines. Clinical practice guidelines, or medical
practice guidelines, are scientifically based protocols to assist providers in adopting a "best
practice" approach in delivering care for a given health condition.

Standardizing the practice of medicine improves quality of care by concurrently promoting

lower costs and better outcomes. The presumption is providers following medical guidelines
are giving the best care and give the most hope of a good outcome.

Technical performance is judged from a quality perspective without regard to the actual
outcome - so for example, if a physician gives care according to the guidelines but a patient's
health does not improve, then by this measure, the quality of the "technical performance" is
still high.

For example, a Cochrane review found that computer generated reminders improved doctors'
adherence to guidelines and standard of care; but lacked evidence to determine whether or not
this actually impacted patient centered health outcomes.

41
2)Risk management

Risk management consists of "proactive efforts to prevent adverse events related to

clinical care" and is focused on avoiding medical malpractice. Health care professionals are
not immune to lawsuits; therefore, health care organizations have taken initiatives to establish
protocols specifically to reduce malpractice litigation.

Malpractice concerns can result in defensive medicine, or threat of malpractice litigation,

which can compromise patient safety and care by inducing additional testing or treatments.
One widely used form of defensive medicine is ordering costly imaging which can be wasteful.

However, other defensive behaviors may actually reduce access to care and pose risks of
physical harm. Many specialty physicians report doing more for patients, such as using
unnecessary diagnostic tests, because of malpractice risks.

In turn, it is especially crucial that risk management approaches employ principles of cost
efficiency with standardized practice guidelines and critical pathways.

Patient perspective

Patient satisfaction surveys are the main qualitative measure of the patient perspective. Patients
may not have the clinical judgement of physicians and often judge quality on the basis of
practitioner's concern and demeanor, among other things.

As a result, patient satisfaction surveys have become a somewhat controversial measure of

quality care. Proponents argue that patient surveys can provide needed feedback to physicians
to assist on improving their practice.

In addition, patient satisfaction often correlates with patient involvement in decision making
and can improve patient-centered care. Patients' evaluation of care can identify opportunities
for improvement in care, reducing costs, monitoring performance of health plans, and provide
a comparison across health care institutions.

Opponents of patient satisfaction surveys are often unconvinced that the data is reliable, that
the expense does not justify the costs, and that what is measured is not a good indicator of
quality.

42
The Department of Health and Human Services bases 30 percent of hospitals' Medicare
reimbursement on patient satisfaction survey scores on a survey, known as the Hospital
Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

"Beginning in October 2012, the Affordable Care Act implemented a policy that withholds 1
percent of total Medicare reimbursements—approximately $850 million—from hospitals (that
percentage will double in 2017). Each year, only hospitals with high patient-satisfaction scores
and a measure of certain basic care standards will earn that money back, and top performers
receive bonuses from the pool."

Measuring the quality of care is not always straightforward. For example there are cases where
people have difficulties with self-report such as the most dependent care home residents. At the
same time their views would be necessary for improving the well-being of the residents. A
mixed-methods approach to assessment can help prevent their exclusion from surveys.

Technology and security perspective

Technology also may affect patients' perception of health care quality. A 2015 survey of cancer
patients shows that those who have a more positive attitude towards the health information
tools from their providers use the tools more and subsequently have a higher perceived care
quality from their provider. The same survey also shows that those who believe their provider
acts more securely and have a lower level of privacy concern are more likely to have a positive
attitude towards the health information tools from their providers and thus a higher perception
of the care they received.

Organizations which determine quality

Organizations which work to set standards and measures for health care quality include
Government health systems; private health systems, accreditation programs such as those for
hospital accreditation, health associations, or those who wish to establish international
healthcare accreditation; philanthropic foundations; and health research institutions. These
organizations seek to define the concept of quality in healthcare, measure that quality, and then
encourage the regular measurement of quality so as to provide evidence that health
interventions are effective.

43
When it comes to healthcare, quality is paramount. Patients trust hospitals to provide them with
the best possible care, and any lapses in quality can have serious consequences. That's why
having a dedicated quality department is crucial for hospital success.

But what exactly does a quality department do? And why is it so important? In this article, we'll
explore the answers to those questions and more, drawing on insights from healthcare experts
who have seen firsthand the impact that a strong quality department can have.

From reducing medical errors to improving patient satisfaction, we'll take a deep dive into the
many ways that a quality department can help hospitals achieve their goals and provide the
highest level of care to their patients. So if you're curious about what it takes to run a successful
hospital, read on to learn more about the importance of a quality department.

Role of a Quality Department

The role of a quality department in hospital success cannot be overstated. Hospitals that
prioritize quality care are more likely to attract and retain patients, achieve better clinical
outcomes, and enjoy a positive reputation in the community.

The quality department is responsible for ensuring that the hospital is able to achieve these
goals by monitoring and evaluating the performance of hospital staff, developing and
implementing policies and procedures that promote quality care, and ensuring compliance with
applicable laws, regulations, and accreditation standards.

One of the most important roles of the quality department is to identify areas where
improvements can be made in the hospital's operations. This may involve analyzing data on
patient outcomes, identifying trends in medical errors or patient complaints, or conducting
surveys to gather feedback from patients and staff.

Based on this information, the quality department can develop strategies to address any issues
that are identified and work with other hospital departments to implement these strategies.

Another important role of the quality department is to ensure that the hospital is in compliance
with all applicable laws, regulations, and accreditation standards. This may involve conducting
audits of hospital operations, reviewing medical records to ensure that they are complete and
accurate, and ensuring that all hospital staff are properly trained and licensed.

By ensuring compliance with these standards, the quality department helps to ensure that the
hospital is able to provide safe, high-quality care to its patients.

44
Ultimately, the role of the quality department in hospital success is to ensure that the hospital
is able to provide the best possible care to its patients. By monitoring and evaluating the
performance of hospital staff, developing and implementing policies and procedures that
promote quality care, and ensuring compliance with applicable laws, regulations, and
accreditation standards, the quality department helps to ensure that the hospital is able to
achieve its goals and provide the highest level of care to its patients.

Benefits of Quality Department

There are many key benefits to having a quality department in a hospital. Perhaps the most
important benefit is that a quality department helps to ensure that the hospital is able to provide
the highest level of care to its patients.

By monitoring and evaluating the performance of hospital staff, developing and implementing
policies and procedures that promote quality care, and ensuring compliance with applicable
laws, regulations, and accreditation standards, the quality department helps to ensure that the
hospital is able to achieve its goals and provide the best possible care to its patients.

Another key benefit of having a quality department in a hospital is that it helps to reduce
medical errors. Medical errors can have serious consequences for patients, including injury or
death. By implementing protocols to prevent medical errors, such as double-checking
medication orders or implementing surgical checklists, the quality department can help to
reduce the risk of these errors occurring.

In addition to reducing medical errors, a quality department can also help to improve patient
satisfaction. Patients who receive high-quality care are more likely to be satisfied with their
experience at the hospital, which can lead to better outcomes and increased patient loyalty. The
quality department can work with other hospital departments to identify areas where
improvements can be made in patient care, such as reducing wait times or improving
communication with patients.

Overall, the key benefits of having a quality department in a hospital are that it helps to ensure
that the hospital is able to provide the highest level of care to its patients, reduce medical errors,
and improve patient satisfaction.

45
Responsibilities of quality manager

Quality managers use a variety of measures and management systems, such as total quality
management, to carry out your role. However, a quality manager typically needs to:

1)Devise and establish a hospital’s quality procedures, standards, and specifications

2)Review patient requirements and make sure they are met.

3)Set standards for quality as well as health and safety

4)Make sure that services meet international and national standards

5)Look at ways to reduce waste and increase efficiency

6)Define quality procedures in conjunction with operating staff

7)Set up and maintain controls and documentation procedures

8)Monitor performance by gathering relevant data and produce statistical reports

9)Review existing policies and make suggestions for changes and improvements and how to
implement them

10)Measure performance and identify any areas of weakness, recommending and

implementing improvements

11)Assess the effectiveness of changes made

12)Use relevant quality tools and make sure managers and other staff understand how to
improve the business.

Qualifications of quality manager

Although a career as a quality manager is open to all graduates, a degree in a relevant area,
such as Hospital Administration (BHA). However, a Master’s degree (MHA) along with
knowledge about NABH and JCI are commonly quite preferred by employers. Experience is
more important in this role. To be a quality manager healthcare typically requires more than
three years of managerial experience.

46
Skills of quality manager

Quality Manager needs to have:

1)Communication and interpersonal skills

2)Analytical and problem-solving ability

3)Planning and project management skills

4)Persistence and the ability to influence others

5)The ability to lead and motivate a team

6)A strategic approach to work

7)The ability to facilitate change

8)Skills in numerical and statistical analysis

9)Attention to detail

10)An understanding and appreciation of other people’s work disciplines, such as

Engineering and science.

Salary of quality manager

With respect to job opportunities, there is a huge demand-supply mismatch especially when
it comes to India. The starting salaries are around 25K – 40K per month with a stable career
progression and very strong chances to be placed abroad especially the Middle East and
Western Countries where the quality of Health services is of critical importance.

Similarly, GOI initiatives in form of KayaKalp program, Ayushman Bharat, Mission Laqshya
have made the role of Quality managers quite important within the government setups.
Hospitals like AIIMS, IBLS, RML apart from all district hospitals pan -India have opened
positions for Quality managers with immense job opportunities for the fresh as well as
experienced BHA and MHA graduates. The implementation of Quality standards such as
NABH, JCI, and NQAS are making it even more demanding with much stronger growth in the
near future.

47
MARKETING MANAGEMENT

48
MARKETING MANAGEMENT

Hospital marketing refers to the use of marketing strategies like advertising, branding
and promotional tactics to improve population health by interacting with community, building
trust, displaying expertise in care in order to acquire new sufferers and create long lasting
relationships. Healthcare advertise has to be genuine at the same time it needs to demonstrate
the capabilities of the clinic or medical so well that the respective sick persons come by in
volumes.

According to CDC, it is a multidisciplinary area of public health practice, which involves

creating, communicating and delivering health information and interventions using customer
centered and science based strategies to protect and promote the health of diverse populations.

Types of Hospital Marketing

1) Marketing of hospital services can be executed offline and online, organic to gain prospects.

2) Offline channels include print advertising, medical camps, brochures, awareness programs
& radio

3) Online, Website with chat, Facebook, youtube channels, SEO to enhance your hospital
visibility

4) Organic, Invest on Patient referrals which is a integral source of bringing new patients

Benefits of Hospital Marketing

1)Better competitive advantage results in increased acquisition of patients

2) Increased visibility

3) Focused patient engagement with relevant, personalised & timely outreach

4) Improved patient retention and loyalty

5) Connect with patients across multiple channels

6) Reduced miscommunication / misinformation

7) Improved reputation management

49
hospital marketing and advertisement strategies

Don’t forget to analyze your competitors as well to find out what they are ranking for.
Then devise an SEO plan and create content with the aim to rank on Google. This makes your
hospital easy to find.

One more thing: don’t forget to do local SEO. This would simply mean ensuring that you
register your hospital with Google My Business. Then, you’d turn up on people’s searches
when they use terms such as, ‘Hospitals near me’ or ‘Pediatricians near me’. Ensure you claim
your address and use keywords that are relevant to your hospital/clinic.

1. Create a patient-centric website

Once you start with your hospital marketing activities, your website becomes the most
essential asset. As for many patients, your website may be the first experience they have with
your brand. Websites should be informative, but they also need to be helpful. Here are a few
ways to improve your hospital’s website:

2. Optimize for mobile devices

To better cater to your patients, make sure your website is optimized for mobile devices.
Studies show that 55% of website traffic in general comes from mobile devices. Moreover,
92.3% of users access the internet using a mobile phone.

3. Create a user friendly interface

Ensure your design is clean, user-friendly, intuitive, and easy to navigate. Contact information
should be prominently displayed, along with multiple options for patients to get in touch. In
addition, you should include a patient FAQ that addresses the most common questions and
enable self-service options, such as an appointment scheduler.

4. Integrate healthcare chatbots

Healthcare chatbots can solve basic inquiries instantly. Patients don’t have to wait for
hours to connect with someone to help them with their questions, or book appointments. It also
helps hospitals inform patients about the treatments and on-call doctors.

5. Ensure you rank on search engines

Make it easy for your patients to find you online. For your awesome hospital marketing
activities to translate into business, people need to be able to find you first.

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Spend some time to understand what your patients are looking for in a healthcare provider.
Then write blogs and share information around it.

You can use the following tools for keyword research and figure out what your target audience
is searching for:

1)Moz

2)SEMrush

3)BuzzSumo

Don’t forget to analyze your competitors as well to find out what they are ranking for. Then
devise an SEO plan and create content to rank on Google. This makes your hospital easy to
find.

Another helpful tip: Invest in local SEO! 82.8% of people use search engines to find a
healthcare provider. So, it is essential to ensure that you register your hospital with Google My
Business. Then, you’d turn up on people’s searches when they use terms such as, ‘Hospitals
near me’ or ‘Pediatricians near me’. Ensure you claim your address and use keywords that are
relevant to your hospital/clinic.

6. Exercise your brand on social media

Social media is an increasingly powerful tool in hospital marketing. Historically,

hospitals have been slow to adopt social media as part of the mix, but it’s been shown to be a
highly effective and free channel to build your brand. In October 2022, 4.74 billion people
worldwide actively used at least one social media platform.

Interestingly, only about 13% of marketing budgets are allocated to social media marketing,
even though 97% of marketers have adopted some form of social media presence. However, in
2022, social media accounted for approx. 33% of the average marketing spend.

Running paid advertisements for healthcare institutions can get a bit tricky since healthcare
data is protected, and it limits targeting. But rather than promoting products and services, if
you focus on building trust with your prospective patients, the results from marketing on social
media can exceed your expectations.

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7. Run paid hospital advertising campaigns

Organic healthcare marketing is all well and good, but it comes with two major issues:
it is slow and unpredictable. Cracking Google’s code is not so easy, as the algorithm keeps
changing. Though the benefits are long-lasting if you want quicker results from your hospital
advertising efforts, PPC campaigns may be the way to go.

Almost all social media platforms offer ad services, right from Facebook, Instagram, LinkedIn,
Twitter, and even the new kid on the block: TikTok. You can run campaigns on these media
and try to attract more patients to your website and improve visibility.

8. Add a human element to your brand

Most people associate hospitals with white, sterile environments, and brand images tend
to follow this trend. However, you know you have much more to offer than a clean environment
and top-notch care, so infuse the human side into your hospital marketing strategy.

A PwC study discovered that one in three consumers feel that trust is the most important
element that influences their decision, even more so than price. Trust is imperative for a
healthcare organization, after all your patients are entrusting their health and well-being to your
facility, and you want them to feel confident about coming to you.

Focus on highlighting your providers, community partnerships, events, and other elements that
will connect people to your brand. Social media can be a powerful outlet for humanizing your
facility by letting patients see the doctors, nurses, and healthcare staff that make your hospital
so special.

9. Prioritize patient engagement in your hospital marketing plan

The aim of starting hospital marketing should not only be to attract patients but also to
engage them. An efficient patient engagement plan will help you improve overall patient
experience. Hospitals can focus on setting up automated yet personalized communications like
sending appointment reminders, health tips, and birthday greetings. Collecting patient feedback
through surveys or feedback forms helps identify areas for improvement. You can encourage
patients to utilize patient portals for appointment scheduling and accessing medical records.
The best channels for patient engagement are SMS, WhatsApp, and emails.

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PURPOSE OF THE STUDY

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PURPOSE OF THE STUDY

1) To make an analyse of the organization performance

2) To understand about functioning of each department in detail

3) To understand the extent to which management theory matches with actual practices.

4) To learn the processes and their applications practically by applying theoretical concepts.

5) To know about the basic functioning of a hospital

6) To study in detail the entire structure and functioning of the hospital

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FINDINGS

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FINDINGS

• The hospital maintains clean and hygienic environment in the hospital

premises
• The hospital uses accelerated hydrogen peroxide on daily basis to clear the
floor
• It provides emergency facilities and services to the patients 24*7
• All the employees in the hospital work as a team to the upliftment of the
organization
• There is a good patient input and organization maintains a very good
relationship with their clients which indirectly contribute the growth of the
company
• Hospital is equipped with fully automated machineries and techniques for
the various treatments
• The hospital has good ambience with hygienic work environments
• The organization offer tremendous opportunity for growth spanning
multiple functions, business and also international exposure
• Employees in the organization are recognized as heart and essence of the
organization. They are regarded as central resource of the organization

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SUGGESTION

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SUGGESTION

• As the customer input is high the organization needs to increase its internal
capacity, mainly bed capacity
• Staff shortage in hospitals is one of the most critical issues therefore the
organization should maintain its staff level by providing various welfare schemes
• The organization should provide some attractive schemes to regular patients in
order to maintain customer Loyalty
• The organization should make the sitting arrangements in canteen, requires still
more number of chairs to sit for employees

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CONCLUSION

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CONCLUSION

SHIFA HOSPITALS is the jewel in the crown of shifa group it is known for rendering the
best quality service both health and education sector. It is known as one of the leading hospitals
industries especially in India. The quality in service indicates growth and standard of the
organization

The organization management is expected to keep vigil to ensure that the quality is treatment
is maintained at appropriate level and the customers are satisfied at every foot step of the
organization

Further is highlighted that the organization has to be responsible to the changing technical,
economical and financial scenario. However certain region need measures to a greater extent
to increase profitability

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LEARNING EXPERIENCE

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LEARNING EXPERIENCE

• About working in the organization

I had memorable experience from joining the internship Programme at shifa
hospitals. In addition to daily work I had great opportunity to meet different people
working over there. Besides I made a lot of friends during the course of internship. They
were all professional, sincere and thought me patiently. I would never forget our
pleasant time.
I visited different departments in the organization to make a detailed study. Finally I
would like to give sincere thanks again to everyone in the organization who extended
their support in training me to complete this programme. I believe that such experiences
and skills are valuable to my future career
• About co-operations extended by management & employees
The management and the employees at shifa hospitals were very co-operative and
helpful. They provided each and every details required by me for the project. The
trainers in each of the department helped me with getting the required information and
also explained me the working of each of the department in details and they also helped
me to know how the theoretical concepts that I have learnt in my academics was useful
in implementing with the practical situation in the organization
• About what I learnt in their internship training
It helped me to know the overall functioning of departments in the organization. How
the employees are motivated & trained in the organization towards achieved their goals
set by the organization

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REFERENCE

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REFERENCE

[Link]

[Link]

[Link]

[Link]

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