MEMBER SERVICE DESK OF SOORIYA DIAGNOSTIC

An Internship Report

Submitted By:
Name: Amisha Pokhrel
Exam Roll No: 29677/20
T.U. Registration Number: 7-2-422-45-2020

Submitted To:
Office of the Dean
Faculty of Management
Tribhuvan University

In the partial fulfilment of the requirements for the degree of

Bachelor of Business Administration (BBA)

Kamalpokhari, Kathmandu
September, 2025
 ii

APPROVAL SHEET
 iii

STUDENT’S DECLARATION

This is to certify that I have completed the Internship Report entitled “Member
Service Desk of Sooriya Diagnostic PVT Ltd” under the guidance of Mr. Rajesh
Karki in Partial fulfilment of the requirements for the degree of Bachelor of Business
Administration (BBA) at Faculty of Management, Tribhuvan University. This is my
original work, and I have not submitted it earlier elsewhere.

.…………………
Name: Amisha Pokhrel
Exam Roll No: 29677/20
September, 2025
 iv

INTERNSHIP COMPLETION LETTER

 v

ACKNOWLEDGEMENTS

This internship report, entitled "Member Service Desk at Sooriya Diagonostics pvt
ltd", has been prepared to fulfill the partial requirement for the BBA degree under
Tribhuvan University. The successful completion of this report would not have been
possible without the support, guidance, and encouragement of several individuals, to
whom I am deeply grateful.
First and foremost, I would like to express my sincere gratitude to my supervisor, Mr.
Rajesh Karki, for his invaluable guidance, expertise, and encouragement. His
insightful advice and unwavering support allowed me to work on a topic of great
personal and professional interest. It has truly been a privilege working under his
supervision.
I am also profoundly thankful to Mr. Nabin Adhikari, the BBA Coordinator, for
providing me with the opportunity to conduct this report. His consistent support has
been instrumental in the completion of this work.
A special note of thanks is extended to Miss. Sangita Pathak, Branch Manager of
Sooriya Diagnostic pvt ltd, Kathmandu Nepal, for his mentorship and guidance
throughout my internship. Her knowledge and practical insights greatly enriched my
learning experience.
I would also like to acknowledge the invaluable support of Mr. Franglin Kalai Rabi,
Mr Anam Dangol, and all the staff members at Sooriya diagnostic pvt Limited,
Kathmandu Branch, for their cooperation and assistance during my time there. Their
collective efforts significantly contributed to the successful completion of my
internship.
To all those who contributed directly and indirectly to this report, I extend my
heartfelt gratitude.
 vi

TABLES OF CONTENTS
Cover Page................................................................................................................... i
Approval Sheet ........................................................................................................... ii
Student’s Declaration ................................................................................................. iii
Internship Completion Letter ..................................................................................... iv
Acknowledgements ...................................................................................................... v
Tables of Contents ...................................................................................................... vi
List of Tables .............................................................................................................
viii
List of Figures ............................................................................................................. ix
Abbreviation ................................................................................................................ x
CHAPTER I: INTRODUCTION ............................................................................. 1
1.1 Background of Study ........................................................................................... 1
1.2 Objectives of the Internship ................................................................................. 2
1.3 Methodology ........................................................................................................ 2
1.4 Limitations of the Study....................................................................................... 4
CHAPTER II: INTRODUCTION TO THE INDUSTRY ..................................... 5
2.1 Introduction to Sooriya ................................................................................ 5
2.2 Industry Analysis ................................................................................................. 9
CHAPTER III: INTRODUCTION TO THE ORGANIZATION ...................... 11
3.1 Introduction of the organization ......................................................................... 11
3.2 Management Committee of Sooriya ............................................................... 13
3.3 Introduction of Sooriya ................................................................................... 18
3.4 Organization Structure of Sooriya .................................................................. 20
3.5 Departmental Functions .................................................................................. 21
3.6 SWOT Analysis ................................................................................................. 21
CHAPTER IV: ANALYSIS OF ACTIVITIES DONE AND PROBLEM
SOLVED.......................................................................................................... 24
4.1 Activities Done................................................................................................... 24
4.2 Problem Identification ....................................................................................... 26
4.3 Solution of Problem ........................................................................................... 27
4.4 Observed Gaps ................................................................................................... 29
 vii

CHAPTER V: CONCLUSION LESSON LEARNT ....................................... 30

5.1 Conclusion ......................................................................................................... 30
5.2 Lesson Learnt ..................................................................................................... 31
5.3 Recommendation ............................................................................................... 32
BIBLIOGRAPHY
 viii

LIST OF TABLES

Table 1. Week Spent in Various Departments...................................................................

3.2 Management Committee of Sooriya Diagnostic........................................................
 ix

LIST OF FIGURES

Figure 1: Organizational Structure of Sooriya Diagnosti………………..…….14

Figure 2: Organizational Structure of Dignostic in Nepal………………...15
 x

ABBREVIATION

BOD : Board of Director CEO: Chief Executive Officer

CT scan: Computed tomography
ECC : Electronic Cheque Clearing
KYC : Know Your Customer
MR I: Magnetic resonance imaging
MSD : Member Service Desk
PET/CT: Positron Emission Tomography
RI : Referential Identification
 1

CHAPTER I
INTRODUCTION

1.1 Background of Study

The scope of BBA has grown as an important academic discipline with practical
dimension. This has grown according to needs of the institutions with growth of
financial sectors and other professional organizations in general. With a view to
provide qualitative and proficient education in management, Tribhuvan University
(TU) introduced Bachelor in Business Administration (BBA) in 2002 A.D. TU BBA,
a four year, hundred and twenty credit hours, is an object-oriented business
management program. BBA aims at building self-confidence, selfmotivation, and
self-discipline of students by emphasizing on quality education, and other curricular
activities.
Students are required to work in any organization for eight weeks in their final
semester (Eight Semester). This internship program is designed with the aim of
providing opportunity to learn how to translate the knowledge into actions through
exposure to a real organizational environment. It will also help the student to assess
themselves in real life situation and serving in various professional areas. It helps in
gaining work experience and develops relations with potential employers. The
program stimulates creative and critical thinking and helps in developing
interpersonal communication skills. Furthermore, internship helps bringing out the
hidden capability of students and makes them able to face internal as well as external
environmental challenges. Through the provision of the internship, one can
understand the real scenario of the organization by being the member of that same
organization for a predetermined period. Moreover, it not only helps the students but
also benefits the organization to assess fresh graduates.
This report focuses on the Member Service Desk of Sooriya Diagnostic Private
Limited. The Member Service Desk serves as the primary point of contact between
the organization and its members, playing a crucial role in ensuring that the services
and support provided meet the members' expectations and needs. It is where the co-
operative initially engages with members, addresses their queries, and resolves issues,
making it a pivotal part of the organization’s operations.
 2

This project report highlights the services offered, tasks undertaken, and various
activities carried out at the Member Service Desk. It also provides an overview of
how the desk operates to facilitate smooth communication between the cooperative
and its members. Additionally, the report briefly touches upon some aspects of the
credit department, as it often interacts with the Member Service Desk to ensure the
delivery of seamless services to members.

1.2 Objectives of the Internship

Every action is directed towards accomplishing certain objectives. The objectives are
the smaller versions of what we would like to achieve as our overall goal. Setting
objectives helps to understand and analyse how our actions need to be directed. It
basically helps to answer the question how to achieve our larger target. Internship
program is a new learning pedagogy which provides the floor for the practical
exposure of theoretical knowledge; however, the specific objectives of this report are:
i. To experience the practical implementation of the theoretical knowledge gained
through the classroom study. ii. To enhance the communication, interpersonal skills
and public relation skill through direct interaction with the customer. iii. To examine
the knowledge on the various activities performed in various departments of the bank
and be aware of the products and services.

1.3 Methodology
This internship report is the in-depth study of particular subject or topic backed by the
collection, compilation, presentation and interpretation of relevant data. In this report,
both primary and secondary sources of information are used. It helped to analyze the
findings in meeting the objectives of the study.
Organization Selection. Being a BBA student, doing internship in a reputed
Company is always in a top priority. Nevertheless, selecting an organization has been
a tough job because much of time was spend on searching the right institution for me.
Internship from a reputed financial institution helps to build career by creating
linkage between classroom knowledge and practical business world experiences.
Fortunately, I got an opportunity to work at Sooriya Diagnostic private limited. In
order to be appointed as an internee I submitted the college recommendation letter
and personal application with curriculum vitae (CV). After receiving letter from the
 3

Human Resource department, I started to work as internee at Maharajgunj, of Sooriya

Diagnostic private limited.
Placement. The internship began with the in Sooriya Diagnostic private Limited
throughout my internship period, Member Service Desk was my main placement.
Working in other departments was not allowed. The duration and the department
visited during the internship period are enumerated below:
Table 1.
Week Spent in Various Departments
Weeks
Department
1st 2nd 3rd 4th 5th 6th 7th 8th

Member Service Desk √ √ √ √ √ √ √ √

Duration of Internship. The duration of internship has been defined by TU for

minimum of eight weeks. In accordance with the defined duration, the internship was
started from 04/02/2025 to 05/04/2025 for the period of 8 weeks under the
supervision of Mis Sangita Pathak (Branch Manager). Despite of the time limitation,
much knowledge has been obtained, a lot has been learned and confidence has
developed to perform in the workplace. The way of communication with people and
customer relationship skill has been developed.
Activities Performed. The 8 weeks of internship was very important as per the
activities performed. As an intern there were many activities that were handed over as
a part of daily routine work. I was placed basically in the Member Service Desk. Here
I performed some of the activities under the supervision of my supervisor due to the
sensitivity of the issue and other activities on my own.
Activities Assigned in Member Service Desk I. Member Enrollment and
Registration
II. Account Management
III. Handling Inquiries and Complaints
IV. Financial Transactions and Billing
V. Member Benefits and Services
VI. Communication and Outreach
VII. Record Keeping and Reporting
VIII. Training and Development
 4

IX. Compliance and Regulation

X. Technology and Digital Services
Data collection. Data that are required for the preparation of this report are collected
by using both primary and secondary sources:
1. Primary sources: Primary data has been collected through direct queries,
observation during the internship period, Informal discussion and interaction with the
staff of the bank.
2. Secondary sources: Secondary data has been collected from organization’s
website, other related sites annual report and instruction of supervisor, publications &
Journals.

1.4 Limitations of the Study

It was a great opportunity to be an intern in the Diagnostic. However, the internship
had some limitations. The main limitations are listed below.
1. Unable to gain knowledge from various other departments because of restrictions
imposed. 2. Much of the information is based on the tactic knowledge which is
strictly confidential.
3. The report is based on the work that has performed in co-operative so it does not
give detail view of overall functioning of the co-operative.
 5

CHAPTER II
INTRODUCTION TO THE INDUSTRY

2.1 Introduction to Diagnostic

The term diagnostic comes from the Greek word diagnōsis, meaning “to discern” or
“to distinguish.” In medicine, diagnostic refers to the process of identifying a disease
or condition based on symptoms, signs, tests, and imaging. A *diagonist* typically
refers to a diagonal antagonist—a rare term and not commonly used in most contexts.
However, the term can vary depending on usage, so here's a brief explanation based
on possible interpretations:
1. *In storytelling or drama (if you meant "deuteragonist" or similar):*
The term might be a confusion with *antagonist* (the character opposing the
protagonist) or *deuteragonist* (the second most important character).
2. *In geometry or design (if referring to "diagonal antagonist"):*
It might refer to opposing elements across a diagonal axis—this is more abstract and
used in artistic or architectural design contexts.
hen we talk about diagnostic imaging, we are referring to medical tests that create
visual representations of the inside of the body. These images help doctors analyze
the structure and function of organs, tissues, and bones, allowing them to detect
abnormalities, injuries, or diseases.
How Diagnostic Imaging Works (Using MRI and CT)
CT Scan (Computed Tomography)
CT uses X-rays and a computer to create cross-sectional images of the body.
It's especially useful for quickly examining people who may have internal injuries
(e.g., after an accident).
CT scans are often used to diagnose:
Tumors or masses,Bone fractures,Internal bleeding,Infections,Lung and chest
problems
MRI (Magnetic Resonance Imaging)
MRI uses strong magnetic fields and radio waves to produce detailed images of soft
tissues. It doesn’t use ionizing radiation like X-rays or CT.
MRI is preferred for:
Brain and spinal cord imaging
 6

Joint and soft tissue injuries

Heart and blood vessel issues
Tumors, especially in soft tissues
Why Diagnostic Imaging is Important
Early detection: Helps identify diseases at an early stage when they are easier to treat.
Treatment planning: Shows the extent or location of a condition so doctors can plan
surgery or other treatments.
Monitoring progress: Helps track how well a treatment is working.
Non-invasive: Many diagnostic scans give crucial information without surgery.
Who Performs Diagnostic Imaging?
Radiologic technologists or MRI/CT technicians operate the machines.
Radiologists, who are specialized doctors, interpret the images and write diagnostic
reports for the referring physicians.
Summary
So, in simple terms, "diagnostic" in MRI or CT refers to using those scans to find out
what's wrong in the body. It's all about looking inside without cutting open, so
doctors can make informed decisions about your health.
Let me know if you'd like this turned into a student-friendly note, presentation points,
or translated into simpler language!he roles performed by the Diagmostic in an
economy can be presented as follows:
Detection of Disease
Identifies abnormalities such as tumors, fractures, infections, or organ dysfunction.
Helps in early diagnosis before symptoms become severe.
Confirmation of Medical Conditions
Confirms a suspected diagnosis based on symptoms or physical examination
Differentiates between similar conditions (e.g., migraine vs. brain tumor).
Assessment of Severity
Evaluates how advanced or serious a condition is (e.g., stage of cancer)
Measures the extent of injury or disease
Guidance for Treatment
Helps doctors plan surgeries, radiation therapy, or targeted treatments.
Determines the safest and most effective treatment path
Monitoring Disease Progression
Tracks how a disease develops over time.
 7

Determines if a condition is getting better, worse, or staying the saEvaluation of

Treatment Effectiveness
Assesses how well a treatment is working (e.g., shrinking of a tumor after
chemotherapy)Helps in adjusting treatment plans if needed.
Pre-Surgical PlanningProvides detailed images to guide surgeons before an operation.
Minimizes risks by showing the exact location of structures or problems.
Screening
Used in healthy individuals to detect hidden diseases (e.g., CT for lung cancer in
smokers).
I. Governance and Democratic Control: They encourage active member
participation in decision-making processes and maintain transparency in
operations. This fosters trust and ensures that the cooperative operates in the
best interest of its members, adhering to democratic principles.
II. Mobilization of Local Resources: SACCOS pool savings from members and
invest these resources back into the local economy. This mobilization of funds
supports local development projects and economic activities, ensuring that
resources are utilized effectively.
III. Enhancing Social Capital: SACCOS build trust and provide networking
opportunities for members, fostering a sense of community and cooperation.
This social capital is essential for the cooperative’s success and sustainability.
IV. Regulatory Compliance: They ensure adherence to national regulations and
conduct regular internal audits to maintain financial integrity and
accountability. This compliance is crucial for maintaining trust and credibility
with members and regulatory bodies.
V. Technological Advancement: SACCOS implement digital banking solutions
and use technology for efficient data management and service delivery. This
enhances member convenience and operational efficiency, keeping pace with
modern financial practices.
VI. Environmental Sustainability: They promote eco-friendly practices and fund
renewable energy projects, contributing to environmental sustainability. This
commitment to green initiatives helps protect the environment and supports
sustainable development.
 8

2.2 Industry Analysis

Analyzing Sooriya Diagnostics Private Limited, in Nepal using Porter's Five Forces
model provides insights into the competitive dynamics and factors influencing this
industry within Nepalese society:
1. Threat of New Entrants (Moderate to High)
 Low Technological Barrier: While some investment is needed for equipment
and certification, it's not impossible for new players to enter.
 Franchise Models: Chains and tech-driven labs (like online diagnostics
platforms) can easily expand into new regions.
 Regulations: Regulatory compliance and medical accreditation pose barriers,
but not strong enough to stop new local entrants.
2. Bargaining Power of Buyers Patients(High)
 Low Switching Cost: Patients can easily choose another lab, especially if it's
cheaper or more convenient.
 Online Reviews and Information: Customers are more informed now and
often shop around based on pricing, speed, and accurac
 Corporate and Insurance Tie-ups: Contracts with insurance companies or
corporates may reduce buyer power slightly in bulk agreements.
3. Threat of Substitutes (Moderate)
 In-House Testing at Hospitals: Some hospitals have their own diagnostic labs,
bypassing external services like Sooriya.
 point-of-Care Testing Devices: Home testing kits (e.g., for glucose,
pregnancy) reduce the need for lab visits.
 Telemedicine Partnerships: Emerging digital health platforms might offer
integrated diagnostic services, limiting traditional lab es.
4. Competitive Rivalry (High)
 Numerous Players: The diagnostics sector in Sri Lanka (or generally in South
Asia if you're considering a broader market) includes many private and public
labs like Durdans, Nawaloka, Asiri, etc.
 Low Differentiation: Most diagnostic centers offer similar services—blood
tests, imaging, pathology—leading to price-based competition.
 Brand Trust: Sooriya's reputation and customer trust can be a differentiator,
but overall rivalry remains high due to similar service offerings and ease of
switching.
 9

 Urban Clustering: Many labs are concentrated in cities, leading to location-

based competition.

5. Bargaining Power of supplier (Low to Moderate)

 Standard Equipment and Reagents: Diagnostic labs use standardized machines

and consumables, often available from multiple suppliers.

 Bulk Buying: Established players like Sooriya can negotiate better deals due
to volume.

 Limited Customization: Since suppliers don't provide unique inputs, their

power is relatively low.
 10

CHAPTER III
INTRODUCATION TO THE ORGANIZATION

3.1 Introduction of the organization

Sooriya Diagonists is a comprehensive diagnostic and healthcare service provider
committed to delivering high-quality medical diagnostics and laboratory testing
services. Founded with the vision of enhancing the accessibility and accuracy of
medical diagnostics, Sooriya Diagonists has established itself as a trusted name in the
healthcare sector, known for its precision, efficiency, and patient-centered approach.
The organization offers a wide spectrum of diagnostic services including
biochemistry, hematology, microbiology, immunology, clinical pathology, and
histopathology. These services cater to a diverse range of patients—from individuals
seeking routine health checkups to those undergoing advanced investigations for
complex medical conditions. One of the key strengths of Sooriya Diagonists lies in its
state-of-the-art laboratory infrastructure, equipped with the latest technology and
automated systems that ensure reliable and timely test results.
Staffed by a team of qualified pathologists, microbiologists, biochemists, lab
technicians, and support staff, the company maintains strict quality control protocols
in every aspect of its operations. This ensures that patients and healthcare
professionals receive accurate data, which is crucial for effective diagnosis, treatment
planning, and health monitoring.
Sooriya Diagonists also emphasizes convenience and accessibility, offering services
such as home sample collection, online report delivery, and personalized test
packages designed to suit specific age groups, medical histories, or lifestyle needs.
Their patient-first philosophy is evident in their user-friendly systems, compassionate
care, and commitment to continuous improvement.
Through a blend of scientific excellence, technological innovation, and a deep
commitment to community health, Sooriya Diagonists continues to contribute
significantly to preventive and diagnostic healthcare. Their mission is not only to
diagnose but also to educate and empower individuals to take charge of their
health and well-being.
 11

Objectives
The Sooriya Diagnostic Private Limited is to meet the expectations of its Patient,
customers. The key objectives are:
 To Provide Accurate and Advanced Diagnostic Services:
Sooriya Diagonists aims to deliver precise and reliable diagnostic results using
the latest medical technologies and methodologies. By integrating advanced
tools such as PET/CT scans, automated laboratory systems, and digital
reporting, the center ensures high standards in medical accuracy and
diagnostic excellence.
 To Enhance Accessibility to Quality Healthcare:
The organization strives to make top-tier diagnostic services accessible to a
wider population, particularly in regions where such facilities were previously
unavailable. Through strategic location planning, mobile diagnostics, and
affordable pricing models, Sooriya Diagonists aims to reduce healthcare
inequality.
 To Support Early Detection and Preventive Healthcare:
One of Sooriya Diagonists' key objectives is to promote early detection of
diseases, which can significantly improve treatment outcomes. They
emphasize preventive healthcare by offering regular health checkup packages,
screenings, and wellness programs to help individuals stay informed about
their health status.
 To Uphold International Quality and Safety Standards:
Sooriya Diagonists is committed to adhering to national and international
laboratory quality assurance standards. This includes following strict
protocols in sample handling, reporting, and patient confidentiality, ensuring a
safe and trustworthy experience for all clients.
 To Foster Innovation in Medical Diagnostics:
Staying at the forefront of diagnostic innovation is a core objective. The
organization invests in continuous technological upgrades and encourages
research and development to adopt new diagnostic tools and techniques that
can improve speed, accuracy, and comfort for patients.
 To Build Trust Through Compassionate Patient Care:
Beyond technology and equipment, Sooriya Diagonists emphasizes empathy
and human touch in healthcare. Their goal is to create a compassionate,
 12

patient-centric environment where individuals feel respected, cared for, and

well-informed throughout their diagnostic journey.
 To Educate and Empower the Community:
By providing educational resources and public awareness programs on health,
nutrition, and disease prevention, Sooriya Diagonists seeks to empower
individuals to take proactive roles in managing their health and making
informed decisions.
 To Contribute to National Healthcare Development:
As a leader in diagnostics in Nepal, Sooriya Diagonists aims to play a
significant role in the broader healthcare ecosystem. This includes
collaborating with hospitals, clinics, government agencies, and global partners
to improve healthcare infrastructure and outcomes across the country.
Mission
To provide accurate, timely, and affordable diagnostic services by leveraging
advanced medical technologies, thereby enhancing patient care and contributing to
the overall healthcare system in Nepal. “Sustainable development, economic
capability, institutional development of its practical application. Emphasis on social,
economic justice and unity through the development of physical and human essential
infrastructures including the maximum use and systematic deployment of local
internal resources and means.”
Vision
To be recognized as the most trusted and innovative diagnostic center in Nepal,
setting benchmarks in diagnostic excellence and expanding access to state-of-the-art
medical imaging and testing services across the nation.
Core Values
 Innovation: Embracing cutting-edge technologies to offer the most advanced
diagnostic solutions.
 Excellence: Maintaining the highest standards in diagnostic accuracy and
patient care.
 Integrity: Upholding ethical practices and transparency in all operations.
 Compassion: Ensuring patient-centric services with empathy and respect.
 Accessibility: Striving to make advanced diagnostic services available and
affordable to a broader population.
 13

Products and Services

The major products and services include:
1. Radiology and Imaging Services
Sooriya Diagnostics has invested in state-of-the-art imaging technology to provide
clear, detailed scans that aid in early detection and precise diagnosis.
a. MRI (Magnetic Resonance Imaging)Equipped with 1.5 Tesla 32-channel digital
MRI machines.Offers high-resolution images with features like silent MRI for patient
comfort.Used to diagnose neurological disorders, musculoskeletal injuries, spinal
cord problems, tumors, and more.
b. CT Scan (Computed Tomography)AI-powered ultra-low dose CT scanners from
Fujifilm.Provides quick, high-quality images with minimal radiation
exposure.Essential for detecting internal injuries, bone fractures, cancers, and
vascular diseases.
c. PET/CT Scan
Sooriya Diagnostics introduced Nepal's first PET/CT scan service.
This combines metabolic imaging with anatomical imaging for cancer diagnosis,
neurological disorders, and cardiac evaluations.
d. Digital X-Ray
High-resolution digital radiography systems.
Immediate image availability and efficient storage.Used for bone fractures, chest
issues, and other internal abnormalities.
e. Ultrasound and Sonography
Includes 2D, 3D, and 4D imaging options.
Helps in evaluating abdominal organs, gynecological conditions, fetal development,
and more.
2. Pathology and Laboratory Services
The diagnostic laboratory at Sooriya is fully automated, maintaining international
standards for accurate and reliable results.
a. Clinical Biochemistry
Blood glucose, cholesterol levels, liver and kidney function tests.
Thyroid and hormonal profiles.
b. Hematology
Complete blood count (CBC), blood clotting studies.
Anemia screening, blood cell morphology studies.
 14

c. Microbiology
Urine, stool, and sputum cultures.
Detection of bacterial, fungal, and parasitic infections.
d. Serology and Immunology
Tests for infectious diseases like Hepatitis, HIV, Dengue, Typhoid, and more.
Autoimmune disease testing.
e. Molecular Diagnostics
Advanced DNA and RNA-based tests.
COVID-19 RT-PCR, HPV DNA testing, Tuberculosis (TB-PCR), and more.
f. Histopathology and Cytology
Biopsy analysis for cancer detection.
Pap smears, FNAC (Fine Needle Aspiration Cytology), and other tissue-based
diagnostics.
3. Full Body Health Checkups & Wellness Packages
Sooriya offers curated health packages tailored to different age groups and health
concerns.
Executive Health Checkup
Senior Citizen Packages
Pre-Marital and Pre-Employment Health Tests
Women’s Wellness Checkups
Diabetic, Cardiac, Renal and Liver Profiles
Each package includes a combination of blood tests, imaging studies, and
consultations to provide a complete view of one's health.
4. Specialized Medical Departments
a. Fetal Medicine & Obstetric Imaging
High-resolution obstetric ultrasound (3D/4D imaging).
NT scan, anomaly scan, fetal echocardiography.
Genetic counseling and fetal growth monitoring.
b. Oncology Diagnostics
Cancer marker testing (tumor markers).
PET/CT imaging for tumor staging and monitoring.
Histopathological analysis of biopsies.
c. Neurology Diagnostics
EEG, NCV, EMG studies.
 15

MRI brain with functional sequences.

d. Cardiology Diagnostics
ECG, 2D Echocardiography, and Treadmill Test (TMT).
Cardiac enzymes and lipid profiles.
e. Gastroenterology and Hepatology
Liver function tests (LFTs).
Endoscopic ultrasound imaging (in certain branches).
H. pylori testing, hepatitis panels.+-3.2 Management Committee of Sooriya
The details of present board of directors and management team is given below:

Table: 2
Management Committee of Sooriya

Name Designation
Dr. Krintajali Koirala Managing Director

Mrs.Sangeeta Pathak Manager

Mr. Franglin Kalai Rabi Senior Technician

Mr. Stalin Joshi Junior Technician

Mr.Anam Dangol Senior Marketing Officer

Mr.Robin Khadka CA

3.3 Introduction of Sooriya Diagnostics Private Limited

Sooriya Doiagnostics Private Limited is a prominent Business institution operating
within the business sector in Nepal. Established in accordance-Sooriya Diagnostics
Private Limited (CIN: U85110DL1990PTCO41685) on 5 dec 1990.
A.D.), It is classified as Non- government company and is registered at Registrar
company, Delhi. Its authorized share capital is Rs 100000.00 and is paid up capital is
RS 300. Sooriya Diagnostic Pvt. Ltd., is the most advanced diagnostic center in
Nepal. It has introduced PET/CT Scan First Time in Nepal.Positron Emission
Tomography – Computed Tomography is known as PET/CT in its short form. This
advanced nuclear imaging technique combines positron emission tomography (PET)
 16

and computed tomography (CT) into one machine. A PET/CT scan reveals
information about both the structure and function of cells and tissues in the body
during a single imaging session.
1. Patient-Centered Care
At the heart of Sooriya Diagnostics’ principles is patient well-being. Every diagnostic
service is designed to ensure comfort, clarity, and confidentiality. This includes:
Providing clear instructions before tests
Timely and respectful handling of patient data
Maintaining a calm and clean testing environment
2. Accuracy and Precision in Diagnosis
Sooriya Diagnostics emphasizes accuracy as the foundation of trust. Their lab and
imaging services focus on:
Using modern equipment like MRI, CT, ultrasound, and automated lab analyzers
Regular calibration and maintenance of machines
Hiring qualified technicians and radiologists
Running quality control tests to verify results
3. Ethical and Transparent Practice
Honesty and integrity are key. Sooriya Diagnostics follows:
Transparent pricing
No unnecessary testing
Respect for patient rights, including informed consent
Adherence to national and international guidelines like NABL (India) or ISO
standards
4. Timeliness and Efficiency
Fast, reliable results are a priority. They manage this by:
Streamlined sample collection and tracking
Digital report generation and SMS/email delivery
Proper scheduling to reduce patient wait times
5. Hygiene and Safety Protocols
Patient and staff safety is non-negotiable. Key practices include:
Sterilization of equipment
Proper disposal of biomedical waste
Use of PPE (masks, gloves, etc.)
Air filtration systems and disinfection routines
 17

6. Continuous Staff Training

Sooriya invests in the ongoing education of its team:
Regular workshops and certifications
Keeping up with medical advancements
Training in bedside manners and patient communication
7. Innovation and Technology Integration
They embrace new technologies such as:
AI-assisted image analysis
Online appointment systems
Teleconsultation support
Electronic health records integration with hospitals and clinics

3.4 Organization Structure of Sooriya

The organizational structure of Sooriya Diagnostic Private Limited is designed to
facilitate efficient operations, adhere to regulatory requirements, and serve the
financial needs of its Patient effectively:

Branch Manager

Board of Directors peration

ExecutiveManagement Departmental Heads operational staff

Figure 1. Organization structure of Sooriya Diagnostic Private Limited.

3.5 Departmental Functions

Sooriya Diagnostic Private Limited is divided into two main departments:
Administrative department and Operation department. Both departments are under the
supervision of the branch manager. The Administrative department is responsible for
the overall management and coordination of the diagnostic center’s operations. It
ensures smooth functioning across all departments, implements policies, and oversees
compliance with legal and ethical standards. Operation department is further divided
into Cash department, Customer service department, member service desk. The cash
 18

department performs functions that includes Receiving of cash, Payment of cash,

Daily balancing of cash, Scrutiny of cash, Safe keeping of cash, Cash remittance,
Receiving & disposal of mutilated notes etc. Under CSD the functions like handling
customers queries, opening and closing accounts, handling telephone calls, Billing,
File Push, Patient History etc. are performed. Member service desk functions are to
handle the Patient related activities.

3.6 SWOT Analysis

SWOT is the acronym for strength, weakness, opportunities and threats that are the
strategic factors for a company. A SWOT analysis summarizes the key issues from
the business environment and the strategic capability of an organization that are most
likely to impact the strategy development. Hence, it is also called situation analysis.
The SWOT analysis of Sooriya Diagnostic Private Limited has been done and
explained below:
Strengths
1. Advanced Diagnostic Technology
First to introduce PET/CT scanning in Nepal.
Uses modern tools like AI-enabled CT scanners and 1.5T MRI with silent sequences.
2. Wide Range of Services
Offers a comprehensive suite: imaging, pathology, fetal medicine, oncology,
cardiology, etc.
Full-body checkups and wellness packages tailored for various demographics.
3. Experienced Medical Team
Skilled radiologists, pathologists, and technicians ensuring high-quality diagnostics.
4. Strategic Locations
Presence in major cities such as Kathmandu, Chennai, and Tirur, enhancing
accessibility.
5. Customer Convenience
Offers home sample collection and online reports, increasing patient satisfaction and
reach.
6. Digital Integration
Uses PACS (Picture Archiving and Communication System), online booking, and
mobile access to reports.
Weakness
 19

1. High Cost for Advanced Services

Premium services like PET/CT and MRI may be costly, limiting access for low-
income patients.
2. Limited International Recognition
While known locally, the brand might not yet have a strong international footprint.
3. Dependency on Imported Equipment
Heavy reliance on international technology increases maintenance costs and supply
chain vulnerability.
4. Limited Branch Network
Compared to larger diagnostic chains, the number of branches is relatively fewer.
 20

CHAPTER IV
ANALYSIS OF ACTIVITIES DONE AND PROBLEM
SOLVED

4.1 Activities Done

The involvement as an intern at Sooriya Diagnostic Private Limited, Branch, was
very fruitful and rewarding from the aspect of gaining practical exposure to the
corporate world. Facing various situations in the branch helped me develop a new
insight into the works performed in the business industry. The analysis of the
activities performed in the various departments in which I got involved is given
below:
Member Service Desk (MSD)
The Member Service Desk (MSD) is the front desk of the organization. When any
member visits the institution, the first impression of the institution is given by the
member service desk. As the name suggests, this department is primarily involved in
providing services to the members, from answering their queries to delivering
services such as Billing , Filepush. I was primarily placed in the MSD. Here, I
performed some activities under the supervision of my supervisor due to the
sensitivity of the issues and other activities on my own.
The following are the activities performed in the department during the period of
internship:
Patient Enrollment and Registration
This activity involves welcoming new Patient and guiding them through the Billing
process. It includes verifying identification documents, explaining the benefits of
MRI ,Ct , and ensuring all necessary forms are completed accurately. The process
may also involve setting up initial Personal details in the cooperative’s system and
providing with their information and any necessary materials, such as cards or
welcome packets.
Account Management
Managing member accounts involves updating personal information, processing , and
handling Customer. This can include tasks like updating contact details, changing
beneficiaries, and managing requests for a Billing. Ensuring that all records are
current and accurate is crucial for maintaining Patient trust and operational efficiency.
 21

Handling Inquiries and Complaints

Addressing member inquiries and resolving complaints is a key function of the
Member Service Desk. This involves listening to member concerns, providing
accurate information, and resolving issues efficiently. It requires strong
communication skills and a thorough understanding of the cooperative’s policies and
services. For example, if a Patient has a question about a transaction or a service fee,
the staff must be able to explain the details clearly and offer solutions if needed.
Financial Transactions
This includes processing deposits money for taking service, and other financial
transactions. Ensuring accuracy and compliance with financial regulations is
essential. Staff must balance cash drawers, maintain transaction records, and ensure
that all financial activities are conducted securely and efficiently. For instance, when
a member deposits money, the staff must verify the amount, update the account
balance, and provide a receipt.
Communication and Outreach
Engaging with Patient through various communication channels, such as phone calls,
emails, and social media. This includes sending out newsletters, updates on new
services and report is ready or not, and organizing community events to foster
member engagement. Effective communication helps build strong relationships with
Patient and keeps them informed about the activities and offerings.
Record Keeping and Reporting
Maintaining accurate records of all Patient interactions, transactions, and account
changes. This involves using digital systems to log information and generating
reports for management review. Ensuring data privacy and security is also a key
aspect. For example, staff must ensure that all Patient information is stored securely
and that access is restricted to authorized personnel only.
Training and Development
Participating in and sometimes conducting training sessions to stay updated on new
policies, technologies, and best practices. This helps in improving service quality and
ensuring compliance with regulatory requirements. For instance, staff might attend
workshops on new software or customer service techniques.
Compliance and Regulation
 22

Ensuring all activities comply with local laws and regulations. This includes staying
informed about changes in regulations, conducting regular audits, and implementing
necessary changes to maintain compliance. For example, staff must ensure that all
transactions meet anti-money laundering (AML) regulations and that member data is
handled in accordance with privacy laws.
Technology and Digital Services
This involves troubleshooting technical issues, guiding members through digital
processes, and promoting the use of technology for convenience. For instance, staff
might help a Patient set up their online transaction or resolve issues with mobile app
access.

4.2 Problem Identification

Member Enrollment and Report: Delays in the report process due to incomplete
history of individual.
Patient Management: Errors in updating Patient information or delays in processing.
Handling Inquiries and Complaints: Inadequate resolution of Patient complaints
leading to dissatisfaction.
Financial Transactions: Errors in processing transactions or long wait times for
Patient.
Patient Benefits and Services: Patient are unaware of all the benefits and services
available to them.
Communication and Outreach: Ineffective communication leading to low Patient
engagement.
Record Keeping and Reporting: Inaccurate or incomplete records leading to
operational inefficiencies.
Training and Development: Lack of ongoing training leading to outdated
knowledge and skills.
Compliance and Regulation: Non-compliance with local laws and regulations due
to lack of awareness or understanding.
Technology and Digital Services: Technical issues with digital services leading to
Patient frustration.
 23

4.3 Solution of Problem

Member Enrollment and Registration
Implement a pre-registration checklist and provide clear instructions to prospective
Patient. Offer assistance in filling out forms and verifying documents to streamline
the process.
Account Management
Use a robust digital system for real-time updates and double-check information
before finalizing changes. Provide training to staff on the importance of accuracy and
efficiency.
Handling Inquiries and Complaints
Establish a comprehensive training program for staff on conflict resolution and
customer service skills. Implement a feedback system to monitor and improve service
quality.
Financial Transactions
Introduce automated systems for transaction processing and ensure staff are
welltrained in using these systems. Regularly review and optimize transaction
procedures to reduce wait times.
Member Benefits and Services
Develop a comprehensive communication strategy, including brochures, emails, and
workshops, to educate members about available benefits and services. Ensure staff
are knowledgeable and can effectively communicate this information.
Communication and Outreach
Utilize multiple communication channels, such as social media, newsletters, and
community events, to reach members. Regularly update content and engage with
members to keep them informed and involved.
Record Keeping and Reporting
Implement a robust digital record-keeping system and conduct regular audits to
ensure accuracy. Train staff on the importance of meticulous record-keeping and data
security.
Training and Development
Establish a continuous training and development program for staff, focusing on new
technologies, regulatory changes, and best practices in customer service.
 24

Compliance and Regulation

Regularly update staff on regulatory changes and ensure compliance through periodic
audits and training sessions. Develop a compliance checklist to ensure all activities
meet legal requirements.
Technology and Digital Services
Invest in reliable technology infrastructure and provide technical support to members.
Regularly update and maintain digital systems to ensure smooth operation and
minimize downtime.

4.4 Observed Gaps

Before the internship, I only had some basic theoretical knowledge about business
activities. I was a bit shy and had low self confidence in dealing with people and I
also didn’t have clear knowledge regarding the business procedures, products and
services. After completing the internship in Sooriya Diagnostic,Maharajgunj I was
able to gain practical knowledge regarding business activities. My self- confidence
was boosted by continuously dealing with customers from the CSD desk. The
internship helped me a lot to understand the structure of company, lending procedures
and various activities performed in the operational level.
 25

CHAPTER V
CONCLUSION LESSON LEARNT
5.1 Conclusion
The internship at Sooriya Diagnostic Limited was an enriching experience that
allowed me to gain practical knowledge of the Business industry. Working primarily
at the Member Service Desk (MSD), I learned how vital this department is to the
smooth functioning of the cooperative, as it serves as the first point of contact for
Patient. The tasks I handled, from enrolling new members to managing accounts,
gave me firsthand exposure to the day-to-day operations of a business institution and
highlighted the cooperative’s role in fostering financial inclusion.
This internship also revealed the challenges faced by business cooperatives in
maintaining high-quality service standards, particularly with outdated technology and
limited resources. The cooperative’s efforts to provide services while managing
technological limitations emphasized the need for modern solutions to enhance
efficiency. This experience helped me appreciate the complexities involved in
delivering services and the importance of adopting innovations to improve both
member experience and operational effectiveness.
Throughout the internship, I had the opportunity to interact with members and staff,
which enhanced my communication and interpersonal skills. Handling inquiries,
resolving complaints, and guiding members through financial processes provided
valuable insight into customer service management. Additionally, I developed a
deeper understanding of how important Patient satisfaction is for the growth and
sustainability of business.
The cooperative environment also highlighted the importance of teamwork and
collaboration across departments. My role at the MSD required me to work closely
with other department. This collaboration ensured smooth operations and timely
service delivery, reinforcing the idea that success in any organization depends on
effective communication and coordination among all employees.
Overall, the internship helped me bridge the gap between theoretical knowledge and
practical application. It not only strengthened my understanding of business services
but also allowed me to improve my problem solving skills in real-world situations.
The experience has provided a solid foundation for future roles in the business
 26

services sector and enhanced my ability to adapt to diverse professional

environments.
5.2 Lesson Learnt
Practical Financial Operations: Gained experience in handling billing, financial
transactions, and cooperative services.
Customer Service Skills: Improved communication and problem-solving skills while
addressing member inquiries and complaints.
Importance of Technology: Realized the need for updated technology to enhance
operational efficiency and service delivery.
Regulatory Compliance: Understood the importance of following legal and regulatory
guidelines in business operations.
Teamwork and Collaboration: Learned the value of teamwork by working closely
with other departments to ensure seamless service.
Adaptability: Developed the ability to adapt quickly to new situations, especially in
managing customer expectations and operational challenges.
Accuracy and Attention to Detail: Enhanced my focus on accuracy in handling
financial transactions and maintaining member records.
Conflict Resolution: Strengthened skills in resolving Patient issues and complaints
effectively, ensuring customer satisfaction.
Understanding Cooperative Functions: Gained a comprehensive understanding of
how business cooperatives operate and contribute to financial inclusion.
Member Engagement: Learned the importance of keeping members informed and
engaged with cooperative services and benefits.
Professional Conduct: Gained experience in maintaining professionalism in daily
interactions with staff and patient.
Time Management: Improved my ability to report efficiently within set deadlines in a
fast-paced environment.
Crisis Management: Learned how to handle unexpected challenges, such as system
outages, while maintaining service continuity.
Record Keeping: Understood the importance of meticulous record-keeping and data
management for organizational success.
Continuous Learning: Recognized the need for ongoing personal and professional
development to stay current in the business industry.
 27

5.3 Recommendation
Upgrade Technology: Invest in modern digital infrastructure, such as automated
systems and faster internet, to improve service efficiency and accuracy.
Staff Training Programs: Implement regular training sessions for employees to
enhance their customer service, compliance, and technical skills.
Member Awareness Campaigns: Organize workshops, emails, and social media
campaigns to better inform members about available services and benefits.
Improved Communication Channels: Use multiple communication platforms,
including newsletters and social media, to engage with patient more effectively.
Increase Staff Strength: Hire additional employees to reduce the workload on the
current staff and minimize customer wait times.
Focus on Member Satisfaction: Develop feedback mechanisms to regularly assessp
atient satisfaction and address issues promptly.
Compliance Audits: Conduct periodic internal audits to ensure adherence to financial
regulations and maintain operational transparency.
Introduce Incentives: Provide incentives for members who refer new patients to
encourage loyalty and growth.
Expand Community Outreach: Strengthen the cooperative’s presence in the
community by participating in local events and offering financial literacy programs.
 BIBLIOGRAPHY

Davis, G. F. (2013). Managed by the markets: How finance reshaped America.

Fujifilm India Partners with Sooriya Diagnostics LLP to launch CT Scan in

TirurTests and Profiles – Sooriya Diagnosti

Hamro Doctor-https://www.hamrodoctor.com https:P//www.Zaubacorp.com

Ministry of Cooperatives. (2016). Cooperative Act of Nepal (4th ed.). Kathmandu:

Government of Nepal.

Osterwalder, A., & Pigneur, Y. (2010). Business model generation: A handbook for
visionaries, game changers, and challengers. Hoboken, NJ: Wiley.

Oxford: Oxford University Press. Drucker, P. F. (2006). The practice of management.

New York: Harper Business.

Pandey, B. (2017). Cooperative movement in Nepal: A historical perspective. Bodhi:

An Interdisciplinary Journal, 9, 150-165.

Saunders, M., Lewis, P., & Thornhill, A. (2019). Research methods for business
students (8th ed.). Harlow, UK: Pearson.

Schwab, K. (2016). The fourth industrial revolution. Geneva: World Economic

Forum.

Sooriya Diagnostic Private Limited (n.d.). Organization overview. Retrieved from

http://www.sooriyadiagnostic.com

Tribhuvan University. (2002). BBA program overview. Kathmandu: Faculty of

Management.

Wikipedia. (n.d.). Ct scan-FAQ. In Wikipedia. Retrieved from

https://www.wikipedia.com