Acknowledgement

All of thanks are due only to almighty ALLAH, the most gracious, and the most merciful who

enabled me to complete this Internship Report. I would like to express my sincere gratitude to

Mr.Ahmed Azher , & My Colleague Mr. Hammad Azam for their constant encouragement,

sincere advice various valuable suggestions and important discussion to accomplishment of my

training program, without their guidance I would never be able to gain the confidence and

precision in my work. I also wish to thank to all other people without whose responses this

success would not have been possible.

I am also grateful to my honorable Teachers who motivated me to work hard and teach me

technique to learn work. And, of course, I am most indebted to my parents without their support,

encouragement and prayers this work would have never been possible.

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Preface:

University of the Gujrat has been an institution of honor and discipline. It has always created a

lot of potential in the students for studying and improving their skills for dealing in the practical

life. The Master of Business Administration program here at the university of Gujrat is equipped

with 6 week practical training as internship. This Internship and its viva-voce, awarded by 100

marks is a complementary part of any company, business organization and business related

enterprises, Insurance Companies or registered firms working anywhere in Pakistan. No concern

with the business of the business, internee has to prepare an internship report about organization

and the work done by the student there to, at the end of his/her internship. Here I Name being the

student of MBA (HRM) in University of Gujrat as its study center Master in business

administration (evening campus) Roll # 11014220-042, during Session 2011-2015, completed

my Internship at AlRazi Health Care Hospital. At the end of my practical training, I have

prepared an internship report elaborating the details about the company and its work done there

to.At the end of this remarkable session I would like to thanks all of them who encouraged me a

lot during my study course.

MBA( HRM )

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Table of ContentsHistory.........................................................................................................................................................5

Abu Dhabi Group.....................................................................................................................................5

VISION.........................................................................................................................................................7

MISSION......................................................................................................................................................7

VALUES........................................................................................................................................................7

ORGANIZATIONAL HIERARCHY....................................................................................................................8

MANAGEMENT TEAM..................................................................................................................................9

ADVISORY BOARD......................................................................................................................................11

SERVICES & FACILITIES...............................................................................................................................13

AlRazi Medical Centre............................................................................................................................14

Al Razi Main Laboratory.........................................................................................................................14

SERVICES AT HOSPITAL..............................................................................................................................21

LOCATIONS................................................................................................................................................26

Departments of AlRazi Health...................................................................................................................27

Commercial Strategy & Development Department...............................................................................27

Sales Department..................................................................................................................................27

Marketing Department..........................................................................................................................27

Business Development / Corporate Sales Department..........................................................................28

Family/ Internal Medicine Department.................................................................................................31

Project Management Office...................................................................................................................31

Finance & Accounting Department........................................................................................................32

Administration Department..................................................................................................................32

Customer Services Department.............................................................................................................37

Human Resource Department...............................................................................................................37

INTERNSHIP (HRM)...................................................................................................................................40

MINA MALIK..........................................................................................................................................41

SANA FAROOQ:......................................................................................................................................43

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HAMMAD AZAM....................................................................................................................................44

My Job Experience:....................................................................................................................................45

SWOT ANALYSIS.........................................................................................................................................49

STRENGTH.............................................................................................................................................49

WEAKNESSES.........................................................................................................................................49

OPPORTUNITIES.....................................................................................................................................49

THREATS................................................................................................................................................49

RECOMMENDATIONS................................................................................................................................50

Conclusion.................................................................................................................................................51

Refrences...................................................................................................................................................52

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History

Al Razi Healthcare (Pvt.) Ltd. is Abu Dhabi Group’s latest venture in Pakistan. The company

focuses on providing short stay surgical (elective & endoscopic) services, outpatient clinical

services and high quality radiological and laboratory diagnostic services. Considering the lack of

world class private health care facilities in Pakistan, the company focuses to become first leading

”Preventive And Wellness Healthcare” entity providing state of art medical technologies

resulting in high quality, reliability and affordability in sector. Modern medicine is about early

diagnosis and therefore early management and treatment. Medical practice believes that key to a

successful treatment is early and correct diagnosis. Alrazi Healthcare follows the philosophy of

pleasant and quick diagnosis of all and hence offers latest leading equipment with complete

process automation ensuring rapid yet reliable and accurate results.

Abu Dhabi GroupThe Abu Dhabi Group Consortium (The Abu Dhabi Group) is one the largest UAE based group

of investors actively participating in investment activities in countries like ,

Pakistan, Bangladesh, Iran

Uganda, Republic of Congo,

the Middle East and growing.

The Abu Dhabi group remains committed to its investments in The Islamic Republic of Pakistan.

This health care venture is its first initiative in this sector with a vision to combine sophisticated

medical technology with some of the best trained medical professionals and practitioners in the

country and from abroad. For us the patient will always remain at the center of care and we will

continually strive to provide safe, high quality services to the people of Pakistan and the region.

Abu Dhabi Group is one of the largest business groups in the Middle East and the single largest

foreign investor in Pakistan. The Group is led by His Highness Sheikh Nahayan Bin Mabarak Al

Nahayan. The Abu Dhabi Group has diversified business interests, offering strong financial

resources and extensive management expertise that result in commercial success for several

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institutions. The Group’s other investments in Pakistan include Bank Alfalah, United Bank

Limited, Warid Telecom, Wateen Telecom, Raseen Technologies and Taavun.

6

VISIONTo provide safe and high quality care to our patients which are affordable, timely,

and appropriate and grounded firmly in the principles of evidence based

medicine”.

MISSION To be the Centre of clinical excellence in Ambulatory Healthcare services,

Diagnostics and Elective Surgery for the people of Pakistan and the region

To promote Education and Training, including professional training, in

matters relating to health

To establish a Centre for Evidence Based Medicine that will promote

Clinical Research in Pakistan and the region and disseminate the results of

such research

VALUES Put the patient and their care at the center of everything we do

Provide ethical, safe, effective and value for money services for our patients

Recognize the contribution of our staff and develop a capable workforce

Ensure equality and value diversity

Support people to take responsibility for their own health

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ORGANIZATIONAL HIERARCHY

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MANAGEMENT TEAMDr. Sheikh MoeenulHaq

Executive Director

Dr. Sheikh MoeenUlHaq has more than 29 years of experience in Internal Medicine and

Palliative care both in Pakistan and abroad. His International experience has been in NHS

Hospitals in the United Kingdom where he has also served as a member of the Board of Trustees

of the Paul Sartori Foundation, a hospice at home service in Pembrokeshire, UK. He was one of

the pioneer members of the ShaukatKhanum Memorial Cancer Hospital and Research Centre

where he also served as the Medical Director for a period of 2 years. Dr. Sheikh MoeenUlHaq

has authored a number of publications for Local & International Journals such as the Journal of

Palliative Medicine, the Journal of Cancer Research and the European Journal of Palliative

Medicine.

Dr. AamirMehmood

Director – Commercial Strategy & Development

Dr. AamirMehmood brings more than 20 years of Corporate and Health Care related experience.

His areas of expertise include Operations, Total Quality Management, Hospital Management

System, Business Development and Training & Education. To name a few, he has worked with

organizations such as State Life Insurance Corporation; Infologix (Pvt.) Ltd; Adamsoft

International (Pvt.) Ltd; EHE-Environment Healthcare Education; Imperial Soft (Pvt.) Ltd;

Fatima Memorial Hospital; Social Security and Interactive Group. Most recently he was working

with Accumed PM- JLT, Dubai as an Operations Manager / Head of Revenue Cycle

Management. He represented Pakistan for IT& ITES in UK as part of the UK-Pak IT Delegation

2007 and also represented Pakistan for the CEBIT-Hannover Germany in 2006.

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KhurramFayyaz Khan Lodhi

GM Human Resources

KhurramLodhi brings along with himself 10 years of hands on experience in managing over all

HR affairs and working with senior & regional HR leaders, Corporate GCS, auditors, trainers,

head hunting firms, legal consultants and local legislative bodies. He has worked with

organizations such as Pepsi Cola International, TeleCard Limited and Ammar Textile (Pvt.)

Limited. His most recent work assignment was with Pepsi Cola International as a Manager-

Human Resources, during which he helped improve Organizational Health Scores from 66% to

88% in one year’s time. He also won the best CSR award for PepsiCo Pakistan business.

Dr. KhawajaTasawor

Administrator

Dr. KhawajaTasaworRiaz has joined Al Razi Healthcare having 15 years of working experience

in Healthcare sector to his credit. He holds a strong academic background with MBBS, and an

MBA degree. He worked as a Hospital Administrator previously in many hospitals under the

capacity of Deputy Administrator / CEO at Murshid Hospital & Healthcare Center, Karachi a

137 bedded multi-specialty hospital, as an Administrator at Bio care Laboratory in Aziz Fatimah

Hospital Faisalabad, as a Deputy Manager Diagnostic Services at Tabba Heart Institute, Karachi

as an Assistant Manager ,Department of Anaesthesia at Aga Khan University Hospital and

earlier he served as Chief Medical Officer at Zubaida Medical Centre a 150 bedded multi-

specialty hospital in Karachi. During his stay with the above-cited hospitals, he is well versed

with healthcare quality management systems covering ISO and JCIA (Joint Commission

International Accreditation) quality systems.

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ADVISORY BOARDAl Razi Healthcare advisory board is designed to provide strategic guidance and a thoughtful

sounding board for the Al Razi Healthcare shareholders and management team. The advisory

board helps ensure that Al Razi remains true to its mission and assists in external quality

assurance and credentialing of staff.

Dr. Sheikh MoeenulHaq

Chairman Advisory Board

Substantive Consultant and Clinical Lead for Palliative Medicine, with National Health Service,

United Kingdom

Member of Founding Committee at ShaukatKhanum Memorial Hospital

Former Medical Director at ShaukatKhanum Memorial Hospital

Dr. M. Mehdi Kazmi

Secretary Advisory Board

Chief Executive, Asia Healthcare Limited

Professor of Neurology and Psychiatry, Albert Einstein College of Medicine, New York,

US

Region Neurological Associates, New York, US (leading Neurology and Psychiatry

practice on East Coast)

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Dr. Imran Ali

Advisor

Member and former Chairman of Institutional Review Board at ShaukatKhanum

Memorial Hospital, Lahore Pakistan

Executive (in residence) and former Professor, Lahore University of Management

Sciences

Professor at Karachi School for Business and Leadership (KSBL)

Research Advisory Committee of Pakistan Strategy Support Program

Dr. IrfanDaudi

Advisor

Lecturer General Surgery, Department of Surgery, Agha Khan University Hospital

Member Residency Training and Review Committee, Agha Khan University Hospital

Member curriculum development for undergraduate and postgraduate programmes at

Ziauddin Medical University Karachi

Post Graduate supervisor on faculty of College of Physician and Surgeons of Pakistan

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SERVICES &FACILITIESThe company focuses on providing short stay surgical (elective & endoscopic)

services, outpatient clinical services and high quality radiological and laboratory

diagnostic services. 

Three main facilities are,

Alrazi Hospital

Dha medical centre

Main clinical laboratory

AlRazi Medical Centre – DHA, Z Block

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• Specialty Clinics

• Internal Medicine

• Dentistry

• Dermatology Aesthetic Procedures such as Laser , Hydro facial treatments etc.

• Laboratory Collection Center

Al Razi Main Laboratory, AllamaIqbalTown(Main Laboratory)

1.Main Laboratory:

• Hematology

• Histopathology

• Microbiology

• Immunology

• Clinical Pathology

2. Radiology

• Digital X-Ray

• Digital Ultrasound

DIAGNOSTIC

Radiology

Al Razi Healthcare Radiology is fully equipped with state-of-the-art equipment,

offering premium radiology services and customer experience. Services being

offered:

1.5 Tesla Open Bore Magnetic Resonance Imaging (MRI)

64 Slice Dual Source Computed Tomography (CT) Scan

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Digital X- Ray

Digital Ultrasound with Elastography

Full Field Digital Mammography

Digital Fluoroscopy

PATHOLOGY

The laboratory is run by a team of skilled professionals using modern technology

with a commitment to continuous quality improvement that ensures the accuracy

and reliability of the results.

comprehensive pathology menu involves:

Routine Chemistry

Special Chemistry

Hematology

Microbiology

Cyto/Histopathology

Clinical Pathology

OTHER DIAGNOSTIC SERVICES

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Exercise Tolerance Test (ETT)

Electrocardiography (ECG)

Echocardiography (ECHO)

Ambulatory Blood Pressure Monitoring (ABPM)

Holter Monitoring

Electroencephalography (EEG)

Audiology

Pulmonary Function Tests (PFT)

AMBULATORY CARE

Al Razi Healthcare offers personal health care consultation and treatments using advanced

medical technology which can be delivered on an outpatient basis. This obviates the need for

patients to stay overnight in hospital and reduces the risk of hospital acquired infections. Care

managed in an ambulatory setting can be substantially less expensive as well.

Ambulatory care services at Al Razi are:

Day Care Surgery

Primary Care

Specialist Clinics

Walk-in Clinics

Pharmacy

Planned Home Care

Home Sample Collection

Endoscopic Procedures

Dentistry

DAY CARE

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Day Care Surgery-an option provided for you to obtain excellent medical care and return home

the same day to avoid inconveniences and financial impact of a longer stay in hospitals. Today,

all over the world , trends of surgical procedures have changed and more surgeries are performed

on an outpatient basis. Besides cost reduction it always leads to a much lower incidence of

infection risk after post surgery.

At, Al Razi Healthcare, at MM Alam Road medical facility, our Day Care Surgery Specialists

provide one-stop convenience and comfort to patients. Patient registration, preparation for

surgery, recovery, discharge within 24 hours.

Our Day Care Surgery Centre has dedicated 6 recovery beds, the quality of surgical and

internationally qualified and experienced nursing care meets the international standards at our

Day Care Surgery Centre. We do not compromise in quality and is exactly the same extended to

our hospitalized inpatients

SPECIALIST CLINICS

We offer clinic appointments in all three facilities in Lahore where patients are seen in a warm

and friendly environment. Appointments can be made for a wide variety of clinics in medical and

surgical specialties.

PHARMACY

Al Razi Healthcare offers pharmacy services for the convenience of our patients visiting the

medical facility. Our pharmacists supply drugs (prescription-only medicine and pharmacy-only

medicine) and provide advice to patients on the indications, contraindications of drugs, drug

interactions, dose regimes as prescribed by doctors, special precautions, instructions and

knowledge on adverse drug reactions.

HOME SAMPLE COLLECTION

Al Razi Healthcare offers sample collection from home by just a phone call providing

convenience and saving time. Sample collections are carried out by our well trained and certified

phlebotomists.

ENDOSCOPIC PROCEDURE

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An endoscopy is a procedure where the inside of your body is examined internally using an

endoscope. An endoscope is a thin, long, flexible tube that has a light source and a video camera

at one end. Images of the inside of your body are relayed to a television screen. Endoscopes can

be inserted into the body through a natural opening, such as through your throat or anus (the

opening through which stools are passed out of the body). The procedures are called

Gastroscopy, Colonoscopy and Flexible Sigmoidoscopy. The aim is for diagnostic purposes, and

certain therapeutic interventions can be carried out at the same time depending on the pathology

identified.

Gastroscopy is used to examine the esophagus (food pipe) , stomach and duodenum.

Colonoscopy and Flexible Sigmoidoscopy is used to examine the colon (large bowel).

What happens during an endoscopy?

An endoscopy is usually carried out while a person is awake. It is not painful, but can be

uncomfortable so a local an aesthetic or sedative (medication that has a calming effect) may be

given to help you relax.

The endoscope is carefully inserted into your body. Exactly where it enters your body will

depend on the part of the body being examined.An endoscopy can take 15-60 minutes to carry

out, depending on what it’s being used for. It will usually be performed on an outpatient basis,

which means you will not have to stay in hospital overnight.

LAPOROSCOPIC SUGERY

These are commonly called key hole surgery. They are done as general anesthetic procedures,

i.e. with the patient being asleep. Laparoscopic procedures can be carried out in various

specialties in surgery. Some of the most commonly used types of laparoscopic procedures at

AlRazi Hospital include:

General Surgery- laparoscopic cholecystectomy, appendectomy which are keyhole

surgery to remove the gallbladder or appendix , and hernia repair.

Urology- cystoscopy, percutaneous nephron-lithotomy.

Gynecology- Hysteroscopy, colposcopy.

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Orthopedics- Arthroscopy, which is examination of various joint spaces.

DENTISTRY

Whether it is a serious dental problem or an aesthetic procedure, our dentists take care of them

all. State of the art dental clinics are equipped with:

Digital X- Rays and intra oral camera

Infection control with American standards

Class B autoclaves for sterilization

Brand new equipment

Rotary endodontic equipment

Built to American standards

AlRazi Health Care fix aesthetic problems like:

Missing teeth, gaps between teeth, general bite dysfunction

Chipped, cracked or worn out teeth

Stained or washed-out fillings

Permanently stained or discolored teeth

Crooked or crowded teeth

Comprehensive dental procedures like

Dental Fillings

We have a wide variety of filling materials to choose from.

Veneers

To remove stains, fix spacing and crooked teeth.

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Crowns/Bridges

Crown/bridges are aesthetic and protective solution to teeth that have undergone root canal

therapy and that are extensively restored due to decay or trauma. With non-metallic ceramic

crowns we can restore your teeth to give them a perfect look.

Teeth whitening

Our dentists use latest technologies to whiten teeth and restore your beauty and simile.

Root Canal Treatment

Treatment of tooth infection and failing root canals with the latest ultrasonic and digital rotary

endodontic equipment and dental loups.

Orthodontics (Braces)

Orthodontic treatment is an excellent way to straighten crooked teeth. It has a dual action;

restoration of function and improvement of aesthetics resulting in a healthy smile. Despite a

growing trend towards adult orthodontics, it pays to start orthodontic treatment early so that the

specific condition can be dealt with more efficiently and produce excellent results. At Al Razi

Healthcare we have Orthodontic braces for kids and adults. Invisible braces are also available as

an option.

Impactions and difficult extractions

You have a choice of getting your teeth extracted painlessly under local anesthesia or sedation

Dental Implants

Dental implants are an ideal way to replace missing teeth and are designed to blend in with your

other teeth.

PHYSIOTHERAPY

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Al Razi Hospital and Al Razi Medical Center provide physiotherapy. Our physiotherapists

provide services to individuals to develop, maintain and restore maximum movement and

functional ability throughout the lifespan.

This includes providing services in circumstances where movement and function are threatened

by aging, injury, disease or environmental factors. Functional movement is central to what it

means to be healthy.

SERVICES AT HOSPITALAt hospital on MM Alam Road, we offer a wide menu of surgical specialties.

Short Stay Surgery

General & Laparoscopic

Orthopedic

Breast

Plastic (Cosmetic)

ENT

Urology

Gynecology

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SHORT STAY SURGERY

Short-stay Surgeries take anywhere between 24-72 hours from admission to patient discharge

and includes Day Care Surgeries in which the patient is discharged within a day. At Al Razi

Hospital, our doctors use minimally invasive equipment and advanced Anesthesia techniques to

improve recovery time and reduce hospitalization. Our doctors are committed to delivering care

in an outpatient setting which enables them to increase efficiency and contain costs. This

innovative combination of excellence and affordability is a health delivery model without

parallel.

The biggest advantage of Short-stay Surgery is its convenience. A patient suffers

minimum pain, may get discharged on the same day of the procedure and recovers within

a day or two of the surgery

Since most Day Surgeries are minimally invasive, the damage to surrounding tissues is

minimal, inflammation is reduced, blood loss negligible and recovery faster

Surgical procedures take just 30 minutes to two hours

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High-tech surgical techniques and equipment ensure early discharge and shorter recovery

time

GENERAL SURGERY

General surgery is a surgical specialty that focuses on abdominal organs, e.g., intestines

including esophagus, stomach, small bowel, colon, liver, pancreas, gallbladder and bile ducts,

and the thyroid gland. General surgery also deals with diseases involving the skin, breast, soft

tissue, and hernias. At Al Razi Hospital, General Surgery is carried out with minimal access

techniques using cameras and small instruments inserted through very small incisions.

ORTHOPAEDIC

Orthopedic Surgery at Al Razi Hospital is dedicated to providing superior patient care in the

field of orthopedic surgery and rehabilitation. The surgical sub-specialties at Al Razi Hospital

include joint replacement, sports medicine, spine surgery, surgery of the hand and wrist, surgery

of the shoulder and elbow, surgery of the foot and ankle and rehabilitation. Al Razi Hospital also

carries out high-end surgeries like Total Hip Replacement and Total Knee Replacement in a

short-stay mode.

Key Surgeries

Knee Arthroscopy

Rotator Cuff

Shoulder Arthroscopy

Total Hip Replacement

Total Knee Replacement

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BREAST

At Al Razi Healthcare, we have specialists trained in the latest breast surgery techniques from

biopsies to reconstruction using a conservative approach. We offer complete Breast care

solutions, from diagnosis to treatment.

PLASTIC & COSMETIC SURGERY

Cosmetic surgery is meant for the “enhancement” of appearance through surgical and medical

techniques. Specifically, cosmetic surgery deals with maintaining normal appearance, restoring

it, or enhancing it beyond the average. Short-stay surgical procedures in Cosmetic Surgery at Al

Razi Hospital include: Facial Surgical procedures such as face & neck lifts, rhinoplasty, facial

contouring and implants; Body contouring procedures such as liposuction, abdominoplasty,

thigh, buttock and lower body lifts, as well as implants.

Key Surgeries

Face Lift Surgery/Rhytidectomy

Liposuction surgery

Tummy Tuck/Abdominoplasty

ENT

ENT deals with problems of ear, nose and throat. At Al Razi Hospital, ENT specialists diagnose

and treat problems such as hoarseness, hearing loss, vertigo, nosebleeds and sinusitis. Common

ear-related problems include hearing loss, ear discharge, ear-ache, balance disorders and

Tinnitus. Problems associated with the nose are nasal blockage, nasal deformity, Sinusitis,

Allergic Rhinitis, and tumors of the nose and sinuses. Common problems associated with the

throat are sore throat including tonsillitis, snoring, hoarse voice, swallowing disorders and

tumors of the throat and larynx. Key short-stay surgical procedures at Al Razi Hospital in ENT

include FESS, Tonsillectomy, Adenoidectomy, Septal procedures and ear surgeries.

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UROLOGY

Al Razi Hospital has a very versatile Urology practice where all urological conditions, from

reproductive problems in male patients to urinary issues in either sex is addressed. Our skilled

surgeons treat most urological complaints. Common among these are endourological procedures,

minimal access surgeries, Key-Hole surgeries for urinary stone disease, anatomical defects of the

urinary tract, prostate diseases in men, genito-urinary malignancies, female urinary tract

disorders including procedures for Stress Urinary incontinence, comprehensive stone clinic and

incontinence clinic, urethral stricture disease etc.

GYNAECOLOGY

Surgical interventions in gynecology at Al Razi Hospital target women’s problems involving the

uterus, vagina, tumors in uterus, fallopian tubes, menstrual periods, cervix and other common

gynecological conditions. Experienced surgeons at Al Razi Hospital work with state-of-the-art

equipment and perform both simple and complex procedures in a short-stay and same day

discharge environment.

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LOCATIONSHead Office

Near Gate # 15, National Hockey Stadium

Al Razi Healthcare Hospital

2-C-II, Gulberg III, M. M. Alam Road

Al Razi Healthcare DHA Medical Centre

Satellite Centre: 335-Z, Phase 3-Commercial,DHA

Al Razi Healthcare Main Laboratory

9-Gulshan Block, Main Boulevard, AllamaIqbal Town

Al Razi Healthcare

Laboratory Collection Centre Network

Jail Road

Johar Town

Lahore Heart & Chest

Hospital

Kanan Clinic

Defence Medical

Group

Lahore Health Care

SadarCantt

Main Market

Lahore General

GharhiShahu

Jinnah Hospital

Cavalry Ground

Naseer Hospital

Gujranwala

Multan

KotRadhaKishan

Faisalabad

Sahiwal

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Departments of AlRazi Health Care Centre

Commercial Strategy & Development Department1) Sales

2) Marketing

3) Doctors/Commercial Relations

4) Corporate Sales (B2B)

5) Corporate Group Insurance

6) Pathology CC Operations & Admin

7) New Initiatives and development of new services

Sales Department To retain and train field force to achieve organizational goals every year

Managing sales and achieving decided targets. 

To create new business ventures through opening innovative and standard collection

Centre's, while maintaining all the quality standards for patients in these Centre's.

Marketing Department Formulation of brand strategy and brand communication

Development and implementation of quarterly and Annual marketing plan

Development and maintenance of annual advertising budget

Development and execution of brand promotional campaigns (ATL & BTL)

Exploration and evaluation of business opportunities such as laboratory collection points,

radiology referral points etc.

Constant monitoring of competitive activities, development and execution of the required

responses

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Development of the marketing material for facilitation of sales calls such as service

specific brochures, Omni brochures etc.

Participation in medical and community exhibitions like Family-con, Healthcare Expo

and Dawn Lifestyle exhibition

Development and implementation of all corporate and PR activities

Franchise selection, development and Promotion including Campaigns

Branding of Main sites & franchises according to the Defined Standards and Marketing

awareness perspective

Website planning, Designing and traffic generation

Business Development / Corporate Sales Department Collaboration with Hospitals to provide Medical Services

Getting outsourced Business from Poly Clinics and small Labs

Handling Corporate Customers which include Multi-National companies, Banks,

Telecoms, Semi Government Sector, Manufacturing

Providing Medical Services for the clients of Insurance Companies for Life or Group

Health policies

Providing Medical Services for Embassies who have a travelling criteria for visa or

immigration purposes

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30

31

32

Family/ Internal Medicine Department Providing primary medical services to patients

Clinical examination, diagnosis, treatment & referral

Documentation of patient medical records

Pre-Employment & Occupational health screening

Validation of Medical claims

Definition of clinical protocols & policies

Management of healthcare problems

Collaboration with other health professionals and agencies

Project Management Office Managing project scope and communicating scope related issues to the steering

committee and other stakeholders

Building transparency into the project through effective communication flows, escalation

and project tools.

Establish project communication protocols and reporting templates including the project

master plan

Serve as focal point for project communications

Building, maintaining and monitoring the Master Project Plan in conjunction with key

stakeholders

Monitoring and managing the project schedule and milestones

Directing project resources and identifying resource requirements in particular around the

other projects that will emerge around implementation of the operating model design

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Finance &Accounting Department Management and recording of all monetary inflows and outflows of the company

Maintenance of Financial and Management accounts of the company

Preparation of Monthly and annual financial statements and financial reports for strategic

decision making

Preparation of financial reports for the management of the company and Group Head

office

Preparation of budgets of the company and then monitoring its implementation

Coordination with internal and external auditors of the company

Management of all federal and provincial taxes levied to the company

Perform compliance of all corporate matters and secretarial practices required to be

complied with under Companies Ordinance 1984 and other laws applicable to companies

in Pakistan

Perform costing of all services provided by the company in order to fix their prices

Provide input in Preparation of financial feasibilities and future plans of the company

Preparation of adequate internal controls for safeguarding the assets of the company

Administration Department Dealing with all Government organizations on the company’s  behalf

Providing administrative support to other departments of the organization and organizing

projects of the company

Maintaining Company Cars, Generators and all Company Sites (HO, Al Razi Hospital,

AIT, D.H.A)  and dealing with all relevant vendors

Ensuring efficient refueling of Pool Cars

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Ensuring Proper and timely refueling of Generators at all sites

Maintaining Petty Cash and ensuring its proper utilization.

Supervision of Janitorial staff, Drivers, Electricians and Security staff at all sites

Providing Administrative support to the Administrator

Development of Administration Policies

Ensuring recovery of assets from company employees who resign

Handling any urgent issues at all sites (Wapda issues, generators problem or any other

issue)

Procurement Function

Identifying and calling quotations from vendors for procurement of inventory and Capex

items

Issuance of Purchase Orders

Developing Procurement Policies

Ensuring supplies are being delivered on a timely basis

Negotiating prices with different vendors

Selecting and documenting the best vendors for each product to stream line the

procurement process

“PATIENT CARE FIRST”

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Basic Work Place Rules

Office Discipline & Decorum

All staff members working in any Department/Unit will:

Observe, comply with and obey all orders and directives which may, from time to time,

be given by any person or persons under whose jurisdiction, supervision or control they

may be placed.

Conduct themselves in an orderly and civilized manner so as to maintain a pleasant and

conducive working environment, and not to disturb their colleagues working in close

proximity.

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To use a low tone of voice and not speak loudly to colleagues across desks.

Dress Code:

Dress code for all male employees of the company is formal Shirt & Trousers.

Female employees should also dress elegantly (keeping in mind our cultural norms)

without being ostentatious.

Similarly, staff members of units not dealing directly with customers may attend office

wearing a business casual dress on Friday.

Nursing staff (Male/Female), phlebotomists and technicians will wear their uniform on

all weekdays.

Courtesy and Manners:

Employees of Al Razi will maintain utmost courtesy and exemplary manners when

interacting with clients or with each other.

Any violations of this code should be brought to the attention of supervising Officials as

well as the HRD for their information, record and remedial or disciplinary action.

Please Note:

Smoking and chewing of ‘Paan’ is prohibited in all offices of the company.

This has been Introduced in the interest of the health and welfare of everyone as well as

for keeping the premises neat and clean and pollution-free.

Attendance and Punctuality

Punctuality is one of the basic rules of office discipline, which needs to be meticulously

observed by all employees of the company.

Office timings of the company are as follows.

Monday to Thursday: 9:00 AM to 6:00 PM

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(1:00 PM to 2:00 PM lunch/prayer break)

Friday: 9:00 AM to 6:00 PM

(1:00 PM to 3:00 PM lunch/prayer break)

Timings of the Clinical functions are as follows:

Monday to Sunday:

• Morning Shift (8:00 AM to 4:00 PM)

• Evening Shift (4:00 PM to 12:00AM)

• Night Shift (12:00 AM to 8:00PM

Work Ethics

1. Honesty & Integrity

2. Sense of Responsibility

3. Emphasis on Quality

4. Discipline

• Punctuality

• Code of Conduct

5. Teamwork

6. Respect towards others

7. Confidentiality

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Customer Services Department Meeting & Greeting patients

Entering patient’s data

Guiding patients and handling their queries

Making Appointments

Providing reports to patients

Human Resource DepartmentFor Medical & Non- Medical Workforce

1. HR Services (Recruitment)

Resource requisition process

Short-listing of profiles

Interviews by Line Manager & HR

Extending the formal offer

On-boarding/ Joining/ Orientation of new employees

2. Compensation & Benefits

Time & Attendance Management

Payroll processing/ Over time payments

Benefit Administration & Contract renewals

Dealing with Health & Life Insurance cases

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Managing EOBI & Social Security Payments

3. Workforce and Organizational Development

Performance Management

Objective Setting ( Mid year&Year end)

Assigning categories to employees ( High Potential, Key Contributors, Critical

Professionals, Concerns)

Rewarding promotions, Increments

Succession Planning

Identifying backfills for the key positions

Devising strategies to develop these backfills for future challenging roles

Developing the backfills on key available slots

Training & Development

Carrying out Training Need Analysis

Developing Training Plans and the Training Calendar

Engaging external trainers for training workshops

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INTERNSHIP (HRM)

I did my Six weeks internship at AlRazi Health Care (Pvt) Ltd. In this time I was assigned on

different tasks on which I tried to work hard and learn more as I can. The people at my branch

were very co-operative and they help me to learn to my full potential without much constrains.

AlRazi Health Care works under the head of Abu Dhabi Group and this group is very vast and

involve in variety of businesses. To make this report I have to go through number of sources to

collect data one of the major source were my notice which I prepare while working in the office.

I have tried my best to understand different processes going on in my branch and try to comply

them in my report and still there are limitations to my data because of lack of time to understand

the complete process in detail. All this information in the report is according to my own

observation and I hope you‘ll find it informative and effective and I‘ll be grateful if you don‘t

take into account any mistake done by me.

Human Resources Department

Mr.KHURRAM LODHI is the General Manager of HR Department. The following people are

the executive of HR Department.

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KHURRAM FAYYAZ LODHI

SANA FAROOQ MINA MALIK HAMMAD

AZAM

MINA MALIK:

JOB PURPOSE:

Managing the performance and direction of certain HR Activities

Ensuring a smooth delivery of HR services to employees

PRINCIPLES ACCOUNTABILITIES:

1. Recruitment and HR Service delivery

Finalizing the content for the job advertisements

Posting job openings on various websites

Handling queries of walk-in candidates applying for jobs

Analyzing resumes for required openings

Conducting interviews and evaluating candidates

Issuance of Letter of Interns, both on joining and completion of the internship

Issuance of new consultancy agreement/contracts

Managing the Employee Orientation Program

Delivering employee orientation presentation to new hires on monthly basis

Providing assistance for the on-boarding of new joiners

Mobile phones requisitions and bank account opening of staff

Finalizing Job Descriptions

Coordinating with line managers in order to finalize the job description of their staff

Managing the Consultant contract renewals

Providing assistance for employee warnings terminations

2. Managing the HR communications platform:

Circulating organizational announcements for new hires

Circulating announcements for holidays and other events

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3.Handling Payments:

Forwarding payment request forms and other documents to finance for payment to

vendors, interns

4.Training and Development:

Maintaining a training calendar for clinical and non-clinical trainings

Forwarding the list of trainees to the departmental coordinators

Finalizing and circulating the monthly CME activities plan

5.Performance Management

Circulating performance appraisal forms

Compiling the results of annual performance appraisal process

6.Organizing Farewell Parties for outgoing employees:

Coordinating with the Marketing department for the shield

Circulating invitations & planning the party

Taking care of all the arrangements(petty cash handling, ordering food items)

7.Other Tasks:

Compiling various presentation for the General Manager for example, Consultant Sharing

Mechanism, Doctors Fraternity etc.

Finalizing the Organizational Charts based on the actual and the budgeted positions and

then updating them as and when required

Drafting Memos for the approval for payment & hiring’s.

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SANA FAROOQ:JOB PURPOSE:

To ensure that Recruitment & HR Services related activities are carried out efficiently and

effectively.

Principals Accountabilities:

1. Recruitment of Clinical and Non-Clinical Staff

Managing the online database of resumes

Handling queries of potential candidates

Scheduling interviews

Managing the Pre-employment Medical screening process

Issuing appointment letters and welcome pack to new joiners

Maintaining employee files and ensuring that employee documents is complete

Assisting with the finalization of the payroll advice by ensuring that the supplementary

documentation is complete

Maintaining the employee Login requests

Maintaining the Employee& Consultants database

2.HR Services:

Handling queries of employees and providing assistance to them

Organizing employee related gatherings& events

3.Performance and any other tasks assigned by the GM-HR

Compiling various presentation/excel sheets related to the Headcount or the HR Budget

Working on any new HR initiatives/projects

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HAMMAD AZAMJOB PURPOSE:

To ensure that the Compensation & Benefits related activities are carried out efficiently and that

salaries and benefits of employees are timely processed.

Principal Accountabilities:

Acting as the first point of contact for all employees including consultants, pertaining to

any payment related matters.

Ensuing that payroll advice is finalized and shared with finance by the 15 of every month

Managing the renewals of Employee& Consultants Contracts.

Managing Employee Confirmations and ensuring that confirmation letters are issued to

them.

Ensuring timely processing of final clearance/settlements of outgoing employees in

liaison with the relevant functions.

Processing Overtime claims& others reimbursement by the 23 of every processing

month.

Working on the introduction of the Provident Fund Scheme, including all the necessary

monthly deductions/contributions

Coordinating with the government institutions such as EOBI and Social Security for

appropriate deductions/payments and other legal requirements.

Developing a liaison with Health& life Insurance Carriers for smooth provision of

services to employees.

Assisting employees with any Hospitalization/Insurance and OPD related reimbursement

claims.

Issuing Employee Cards to new joiners.

Analyzing workforce performance in terms of attendance and leaves specially to

calculate compensation and benefits accordingly.

Working on any other tasks assigned by the General Manager HR

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My Job Experience:My main duties during the internship were mainly in the HR department of AlRazi

Health Care Hospital. So, I was assigned by the General Manager to Assist and Co-ordinate the

work of above mentioned officials of the head office. I was to report to the related supervisor

about different tasks assigned to me.

Experience from HammadAzam

I worked in this functional department and assist Mr. HammadAzam for six weeks. Tasks

performed by him:

Compensation of Overtime adjustment:

He and I update the overtime adjustments of employees in the portal of HIS .employees

submitted the overtime adjustment form in which they mention the start timing and end timing of

their duty which is approved by their respective .so employees are given by the monetary

compensation with their salary. Organization considers and gives value to their employees who

are devoted for their organization.

Employee old age benefits:

Alrazi Health Care give many benefits to their employees from which one is the old age benefits.

The scheme is financed through employers’ contribution at the rate of 5 percent of the minimum

wages and insured persons contribution at the rate of 1 percent of the minimum wages. This

benefit is for the every employee, whoever applies for this benefit can enjoys the employee old

age benefit after the 55 years of age. During my internship the EOBI cards are distributed among

the employees by delivering them to their respective departments.

Increments

Annual increment takes place in the salary of the employees every year. A fixed bonus is also

given every year. Increment record saved in the personal records of employees, by the head of

department and by the financial department.

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Contracts of employees

Contracts confirmation and issuance of confirmation letter were issued by Mr. Hammad. He was

also managing the renewal of contracts. Whenever a renewal happens of permanent employee or

consultant contract of Doctors, complete terms and conditions were signed by respective renewal

official by calling them in office.

There are two types of contracts for the doctors. One for the permanent faculty and second one

are for the visitor’s .contract for the visitors is called locum in which doctors can also serve the

other hospitals. For permanent doctors, they are bound in a contract to serve and their practices

are only for Alrazi Health Care. Salary and benefit packages are different for both contracts.

Time & Attendance:

I was directed by the GM to ensure the attendance record of the staff. So, my very first duty of

the day during internship was to keep attendance register and to keep record of timing of arrival

of staffs in the office.

Leaves benefits

Employees have leave quota which they can utilize and if they don’t utilize, then for the sake of

motivation to the employees for coming regularly, organization reward them by giving monetary

benefit.

For permanent employees 40 leaves are allowed including 10 sick leave.

For contractual employees 12 leaves are allowed.

Salary

Doctors were giving salary on fixed or variable basis (or both).

Employees were enjoying the salary which was basic plus the medical allowance, house

rent allowance and conveyance allowance.

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Experience from Ms. Mina Mailk

Training and Orientation

Training was given by Ms. Mina Malik to current and new employees to improve and build up

knowledge and orientation to new employees.

.After and before training they conduct the performance evaluation of trainees and conducted

performance appraisal results filed in the personal records of employees. After training

employees are awarded with the certificate. My part of orientation is to assist the Ms. Mina

Malik to improve the content and style of presentation.

Orientation normally covers the following contents.

Welcome note from management director.

Mission, Vision and Values.

Brief introduction of hospital

Companies profile

organization

The working hour’s company’s profile.

Dress Code

Recruitment and selection:

First advertising of job opening is given by Ms. Mina Malik on different Newspaper and

websites. When a candidate is recruited by interview and selected I provide the written material

of their job description approved by General Manager of HR.

HR Communication

Whenever a special holiday or event occur Ms. Mina Malik had the responsibility of

announcement of that event.In my internship duration a welcome party was held so Ms. Mina

and I circulate the invitations to employees and planning the party. Manage of petty cash and

refreshments were also the responsibility of Ms. Mina.

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Experience from Ms. Sana Farooq

Ms. Sana Farooq keep resumes record of candidates and managing the online database of

resumes and scheduling interviews .Issuing of appointment letters was also her responsibility.

Maintaining employee files and ensuring that employee documents are complete.

Maintaining the employee Login requests

Maintaining the Employee & Consultants database.

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SWOT ANALYSIS

STRENGTH Patient care first

Hospital information system portal(HIS)

Highly qualified employees

Equality among patients

Laboratory collection center

Highly equipped machinery

Excellent environment

WEAKNESSES Capacity limitation

Low visibility in the market

Low regional presence

Time needed to build up mass

OPPORTUNITIES Growing attention for health

Growing income

New therapy approaches

Spreading attitude towards soft medication

THREATS Capacity limitation

Healthcare costs

Advance technology

Political instability

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RECOMMENDATIONSAbu Dhabi Group is the largest group of investment in Pakistan so management

team of AlRazi Healthcare is very initiative and inclined toward taking the

company to new heights.Many new qualified and foreign educated Doctors are

joining the company.

There is also a problem of work overload for the employees and it should be

control properly so that the employees are motivated. Responsibilities are also not

equally divided between employees.Better training courses should be arranged

for the up lifting and improving the quality of work of employees.

Along with that the company rely on part time Doctors which come and go on will

which reduce the company retention capacity, and this strategy can harm the

company’s image among the employees.

There is lack of advertising campaign on the part of the company as company can

largely benefit from the unexplored group of people which can be source of greater

revenue for the company.

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ConclusionIt was splendid experience for me that make me familiar with business

environment and culture of Alrazi Health Care was so comfortable and it provides

me real life working opportunity in short span of time. Management of Alrazi

Health Care  is true asset of Corporation and such a competent and experienced

people are working here to make the company among the top companies of the

country and after all it is the people how make an institution great.

The company focuses on providing short stay surgical (elective & endoscopic)

services, outpatient clinical services and high quality radiological and laboratory

diagnostic services. Considering the lack of world class private health care

facilities in Pakistan, the company focuses to become first leading ”Preventive And

Wellness Healthcare” entity providing state of art medical technologies resulting in

high quality, reliability and affordability in sector.

I feel pleasure that I have really gained a lot of knowledge during my tenure &

enjoyed working with experienced, cooperative & intelligent staff.

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Refrences

www.google.com www.alrazihealthcare.com www.google/scholar.com MR. KhurrumLodhi Mr.HammadAzam

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