New final report

OS AT IQRAA HOSPITAL, CALICUT

CHAPTER 1

INTRODUCTION

1.1GENERAL INTRODUCTION

1


This report is based on the ‘’organization study ‘conducted at IQRAA

international hospital and research center Calicut. An organization is a planned coordination of a number

of people and there activities for the achievement of some specific goals through division of labour’s and

hierarchy of authority.

IQRAA, a charity endeavor established by JDT Islam in 2000 under aid from IQRAA for human

relation, Jeddah, was envisioned as a centre of excellence where committed professionals deliver

health care service at affordable cost. The venture aimed to provide quality medical care at

affordable rates, to the poor in particular and the society at large, also to utilize the income

generated for up bringing the orphanage and destitute of JWT Islam orphanage and other

orphanages. This 250-bedded hospital with senior consultants including retired specialists versed

in this respective field of medicine is well equipped with state of the art facilities to deliver the

best services. By now the hospital has carved art a niche for itself amongst the health industry of

the region.

An organization planned co-ordination of people and their activities for the

achievement of the organizational goals through division of labor specialization and hierarchy of

the .it is an essential part of human life. An organization the structural is very important for its

proper functioning and growth. Organizational structure is the structured frame work with in

which the efforts of different people are coordinate and relate each other. It is a blue print of how

management will take the various activities and function to be performed.

It is the process of determine arranging for the acquirement of objectives. All

organization are collection of people linked together a formal and informal relationship and have

hierarchal order that are engaged incorporation activities and they are have identified the

boundaries. So organizational hierarchal l and structure and functioning is very important.

1.2 OBJECTIVES OF THE STUDY

2


The study is undertaken with following objectives

1.2.1 Primary objective

The primary objective of this study is to understand the various activities of various

departments in the organization and its functions

1.2.2 Secondary objectives

To study the structure of the organization

To analyze the strength, weakness, opportunities and threats faced by the

company

To propose suggestions to the management on the basis of study

To gain the practical knowledge and experience about the company

To know the financial position of the company

To know the practical problems and what are the measures taken to solve

those problems.

To fulfill the requirement for the award of master degree, in master of business administration

(MBA) of bangalore university.

1.3 METHODOLOGY OF THE STUDY

3


The obvious function of research methodology is to add new knowledge

to the existing store. Research is a search for knowledge .One can also define research as

scientific and systematic search for pertinent information on a specific topic. Input

research is an art of scientific investigation. The quality and verity of findings in a study

will always spend on the methodology adopted to conduct the study.

1.4 SCOPE OF THE STUDY

This study was about the organization structure of the company. From the

organization structure we can understand the various positions of the employees and we can

understand various departments in the organization.

1.4.1 Self Development

I understood the importance of completing the work in time.

It gave me insight for better co-ordination with others.

The punctuality impressed me most and this enabled me to understand the secret of

achieving the goal.

I understood the importance of attending the phone call immediately and the response to

be give to the superiors and equals.

I understood the importance concentration in work.

I understood the importance of dress code, communication skill and regularity in

attendance.

It developed the self -confidence in me to meet the high officials and to interact with

them.

The study has molded me with leadership quality, as each problem should be solved with

interest at more case.

Lastly it helped me to get a practical exposure and to update my know.

1.5 REASON FOR SELECTING THE COMPANY

There are some reason for selecting the company there are mainly

Powerful brand name in Malabar area of Kerala

4


Reputed organization

ISO certified organization

Good transportation facility

Excellent professionals

Good location

1.6 DATA COLLECTION

1.6.1 Primary data collection

Primary data’s were collected from internally. That is these data’s were collected

from the organization mainly from the officials of the organization through the

interaction

1.6.2 Secondary data collection

These data’s were collected mainly from outside the organization. Journals, hospital booklet of

the hospital, hospital website etc

1.7 LIMITATIONS OF THE STUDY

The time was very low for the study

We can’t get data’s directly from all the employees because always they

were busy

Inconvenience of the managers has been a major limitation.

Lack of co-operation from certain departments due to their work load.

5


CHAPTER 2

INDUSTRY PROFILE

2.1 Growing healthcare sector

6


Healthcare is one of India’s largest sectors, in terms of revenue and employment,

and the sector is expanding rapidly. During the 1990s, Indian healthcare grew at a compound

annual rate of 16%. Today the total value of the sector is more than $34 billion. This translates to

$34 per capita, or roughly 6% of GDP. By 2012, India’s healthcare sector is projected to grow to

nearly $40 billion.

The private sector accounts for more than 80% of total healthcare spending in

India. Unless there is a decline in the combined federal and state government deficit, which

currently stands at roughly 9%, the opportunity for significantly higher public health spending

will be limited.

The Indian healthcare industry is seen to be growing at a rapid pace and is expected

to become a US$280 billion industry by 2020. The Indian healthcare market was estimated at

US$35 billion in 2007 and is expected to reach over US$70 billion by 2012 and US$145 billion

by 2017. According to the Investment Commission of India the healthcare sector has experienced

phenomenal growth of 12 percent per annum in the last 4 years. Rising income levels and a

growing elderly population are all factors that are driving this growth. In addition, changing

demographics, disease profiles and the shift from chronic to lifestyle diseases in the country has

led to increased spending on healthcare delivery.

Even so, the vast majority of the country suffers from a poor standard of healthcare

infrastructure which has not kept up with the growing economy. Despite having centers of

excellence in healthcare delivery, these facilities are limited and are inadequate in meeting the

current healthcare demands. Nearly one million Indians die every year due to inadequate

healthcare facilities and 700 million people have no access to specialist care and 80% of

specialists live in urban areas.

In order to meet manpower shortages and reach world standards India would require

investments of up to $20 billion over the next 5 years. Forty percent of the primary health centers

in India are understaffed. According to WHO statistics there are over 250 medical colleges in the

modern system of medicine and over 400 in the Indian system of medicine and homeopathy

(ISM&H). India produces over 25,000 doctors annually in the modern system of medicine and a

7


similar number of ISM&H practitioners, nurses and Para professionals. Better policy regulations

and the establishment of public private partnerships are possible solutions to the problem of

manpower shortage.

India faces a huge need gap in terms of availability of number of hospital beds per 1000

population. With a world average of 3.96 hospital beds per 1000 population India stands just a

little over 0.7 hospital beds per 1000 population. Moreover, India faces a shortage of doctors,

nurses and paramedics that are needed to propel the growing healthcare industry. India is now

looking at establishing academic medical centers (AMCs) for the delivery of higher quality care

with leading examples of The Manipal Group & All India Institute of Medical Sciences (AIIMS)

already in place.

As incomes rise and the number of available financing options in terms of health insurance

policies increase, consumers become more and more engaged in making informed decisions

about their health and are well aware of the costs associated with those decisions. In order to

remain competitive, healthcare providers are now not only looking at improving operational

efficiency but are also looking at ways of enhancing patient experience overall.

India has approximately 600,000 allopathic doctors registered to practice medicine. This number

however, is higher than the actual number practicing because it includes doctors who have

emigrated to other countries as well as doctors who have died. India licenses 18,000 new doctors

2.2 Growing population and economy

One driver of growth in the healthcare sector is India’s booming population, currently 1.1

billion and increasing at a 2% annual rate. By 2030, India is expected to surpass China as the

world’s most populous nation. By 2050, the population is projected to reach 1.6 billion.

This population increase is due in part to a decline in infant mortality, the result of better

healthcare facilities and the government’s emphasis on eradicating diseases such as hepatitis and

polio among infants. In addition, life expectancy is rapidly approaching the levels of the western

8


world. By 2025, an estimated 189 million Indians will be at least 60 years of age—triple the

number in 2004, thanks to greater affluence and better hygiene. The growing elderly population

will place an enormous burden on India’s healthcare infrastructure.

The Indian economy, estimated at roughly $1 trillion, is growing in tandem with the

population. Goldman Sachs predicts that the Indian economy will expand by at least 5% annually

for the next 45 years (see chart), and that it will be the only emerging economy to maintain such

a robust pace of growth.

2.3 Expanding middle class

India traditionally has been a rural, agrarian economy. Nearly three quarters of the population

still lives in rural areas, and as of 2004, an estimated 27.5% of Indians were living below the

national poverty line. Some 300 million people in India live on less than a dollar a day, and more

than 50% of all children are malnourished.

2.4 Rise of disease

Another factor driving the growth of India’s healthcare sector is a rise in both infectious

and chronic degenerative diseases. While ailments such as poliomyelitis, leprosy, and neonatal

tetanus will soon be eliminated, some communicable diseases once thought to be under control,

such as dengue fever, viral hepatitis, tuberculosis, malaria, and pneumonia ,have returned in

force or have developed a stubborn resistance to drugs. This troubling trend can be attributed in

part to substandard housing, inadequate water, sewage and waste management systems, a

crumbling public health infrastructure, and increased air travel.

In addition to battling infectious diseases, India is grappling with the emergence of

diseases such as AIDS as well as food- and water-borne illnesses. And as Indians live more

affluent lives and adopt unhealthy western diets that are high in fat and sugar, the country is

experiencing a rise in lifestyle diseases such as hypertension, cancer, and diabetes, which

9


is reaching epidemic proportions. Over the next 5-10 years, lifestyle diseases are expected to

grow at a faster rate than infectious diseases in India, and to result in an increase in

cost per treatment. Wellness programs targeted at the workplace, where many sedentary jobs are

contributing to an erosion of employees’ health, could help to reduce the rising incidence of

lifestyle diseases.

2.5 Growth of telemedicine

Only 25% of India’s specialist physicians reside in semi-urban areas, and a mere 3 %

live in rural areas. As a result, rural areas, with a population approaching 700 million, continue to

be deprived of proper healthcare facilities. One solution is telemedicine—the remote diagnosis,

monitoring and treatment of patients via videoconferencing or the Internet. Telemedicine is a

fast-emerging trend in India, supported by exponential growth in the country’s information and

communications technology (ICT) sector, and plummeting telecom costs. Several major private

hospitals have adopted telemedicine services, and a number of hospitals have developed public-

private partnerships (PPPs), among them Apollo, AIIMS, Narayana, Hridayalaya, Aravind

Hospitals and Sankara Nethralaya.

2.6 Kerala scenario

Kerala the “God’s own country”, is the cradle of Ayurveda and traditional system of

medicine. The alternative system of medicine, ayurveda is very well marketed in Kerala

in terms of medical tourism. Kerala has the best qualified professionals in each and every

field. The state has the most competent doctors and world class medical facilities also.

The medical charges in Kerala are also competent so that people from other states,

across the borders and from all parts of the world come here for the treatment of various

health conditions.

The Kerala hospitals are well equipped of accommodating and treating a multitude

of medical tourists at the same time. The state of the art infrastructure and health facilities

10


provided to patients are excellent. The panel of doctors is well experienced and veterans

in their fields.

Kerala has many Super Specialty Hospitals, multi specialty hospitals, Dental care

hospitals, eye care hospitals, Ayurvedic centers. Moreover, economical and effective

treatment is assured by the renowned hospitals of Kerala.

2.7 Ancient Asia

The sin hales (sri Lankans) are perhaps responsible for introducing the concept of

dedicated hospitalto the world. According to the Mahavasma, the ancient chronic of sinhalese

royalty written in the 6th century A.D, king pandukabhaya (4th century B.C) had lying homes and

hospitals had in various part of the country. This is the earliest documentary evidence we have

of institution specifically dedicated to the care of the sick any where in the world mihintale

hospital is perhaps the oldest in the world.

2.8 Factors affecting corporate in the health care sector

In the mid 80’s the health care sector was recognized as an industry. Hence it became possible

to get long term funding from the financial institutions. The govt also reduces the impact duty on

medical equipments and technology.

Socio economic changes

Brand development

Opening of the insurance sector

11


CHAPTER 3

COMPANY PROFILE

3.1 HISTORY OF IQRAA

12


IQRAA, a charity endeavor established by JDT Islam in 2000 under aid from

IQRAA for human relation, Jeddah, was envisioned as a centre of excellence where committed

professionals deliver health care service at affordable cost. The venture aimed to provide quality

medical care at affordable rates, to the poor in particular and the society at large, also to utilize

the income generated for up bringing the orphanage and destitute of JWT Islam orphanage and

other orphanages. This 250-bedded hospital with senior consultants including retired specialists

versed in this respective field of medicine is well equipped with state of the art facilities to

deliver the best services. By now the hospital has carved art a niche for itself amongst the health

industry of the region.

IQRRA has a panel of doctors specialized in divergent fields. IQRAA has

almost all the departments to the needs of patients with a wide variety of illness. The hospital

also runs specialty centers focusing on health and medical conditions that call for great care and

attention viz. cardiac care, diabetes centre, diabetic eye clinic, obesity clinic, De-addiction

centre,inferitility clinic, pregnancy care, dialysis centre etc. The operation theatres in the hospital

are fully equipped with up to date facilities.

IQRAA provides round the clock service thereby fulfilling its commitment to

the society .IQRAA has set up a host of medical facilities for diagnosing and treating those who

suffer from myriads of diseases.ICU,ICCU,Radient warmer of photo therapy, computerized

pulmonary function test holter monitor, Echo cardiogram-color, Doppler etc, are some of those

facilities.

IQRAA is committed to provide quality medical care to the needy at modest

rates.24 hour causality services is available in the hospital. IQRAA is keen to satisfy both in

patients and out patients by providing first-rate diagnosis and treatment. We always keep tabs on

the shift in needs of the community and technological advancement IQRAA offers several

special .Health check up, Diabetes check up, pregnancy package, and delivery package. These

are made available at rates affordable to the common man.

This 250-bedded hospital banking on the expertise of senior consultants, high

quality nursing staffs, up to date diagnostic facilities and a committed management under the

leadership of Dr.PC. ANVER. M.D.Executive Director has taken giants leaps in its growth to

13


multi-specialty centre of excellence. The commendable service rendered over the years have won

it the trust of masses as the hospital of common man and the management responding to the

demands of the public eyes to upgrade its cardiology department to a specialty centre for cardiac

treatment.

3.2 Continuous Quality Improvement Program

To monitor the quality is maintain in all sector/department in hospital supported by

management, are monitor by core duty by regular quality audit, physical checks, data analysis,

random sample checks etc. program reviewed at regular interval at opportunity for improvement

are identified. Proper awareness to all employees.

Internal quality audit twice in a year to ensure all employees are strictly adhering to

policies, program and work instrument.

3.3 Hospital administration

Management set up the vision and mission of the organization quality objective of the

organization. Proper planning shall be undertaken to locate layout and set up facilities for

establishing.

From the administration down the line proper delegation of tasks shall be carried out and

activities monitored. So that the delegation activities are executed with the responsibility of

authority.

Patient feedback and general quality implementation progress shall be properly adhered to

and remedial preventive action are to be taken.

14


3.4 MISSION

o Provide high quality, low cost treatment to the whole community especially the under

privileged patients.

o In pursuit of our mission, we believe the following statements are essential and timeless:-

We recognize and affirm the unique and intrinsic value of each individual.

We treat all those we serve with compassion and kindness.

We act with honesty, integrity and fairness in the way we conduct our service and

in our personal behavior.

We trust our colleagues as valuable members of our health care team and pledge

to treat each other with loyalty, respect and dignity.

3.5 VISION

To provide the highest quality clinical care at nominal cost.

To achieve the highest levels of patient satisfaction.

To provide state-of-the-art facilities and equipment.

To innovate in the use of information technology.

To invest in the professional growth and development of our people.

To manage our recourses prudently.

To serve the health care needs of our community.

15


3.4 DEPARTMENTS

1. Cardiology

2. General medicine

3. Diabetology and endocrinology

4. Gynecology

5. Pediatrics

6. Psychiatrics

7. De-Addition and counseling

8. Nephrology

9. Neurology

10. Radiology

11. Dental

12. General surgery

13. ENT

14. Dermatology and venereology

15. Ophthalmology

16. Physiotherapy

17. Plastic and reconstructive surgery

18. Pediatric surgery

19. Anesthesiology

20. Medical social work

21. Dietary

22. Laparoscopic surgery

23. Urology

16


3.5 FACILITIES

ICU.ICCU

Surgical ICU

Operation theatre complex

24 hour trauma care unit

NICU

24 hour IP & OP pharmacy

Air conditioned labour suit

Emergency operation theatre

Physiotherapy centre

Ambulance service

3.6 DIAGNOSTIC FACILITIES

Computerized Hi-Tech lab

Spiral C.T scan

ECG 12 channel computerized

Ultra sonogram

Echo cardiogram – color Doppler

Computerized tread mill test

Computerized pulmonary function test

Holter monitor

X-Ray

Neuro lab with EEG & EMG

17


CHAPTER 4

ORGANIZATION STRUCTURE

18


4. ORGANISATIONAL CHART

19

JDT Governing Body

Executive Director(ED)

ADDMINISTRATIVE OFFICERNURSING Supdt

MEDICAL SupdtH.R Department

Consultants

Deputy Nursing SupdtOperation Department

Senior Doctors

Nursing SupervisorsFinance Department

ResidentsWard in charge Purchase Department

Staff Nurses Material Department

Nursing Assistant I.T Department

Class Four workers Maintenance Department

Service and social work Department

Marketing Department


CHAPTER 5

DEPARTMENTS

1. SERVICE/SOCIAL WORK DEPARTMENT

2. MARKETING DEPARTMENT

3. HUMAN RESOURCE DEPARTMENT

4. FINANCE DEPARTMENT

5. OPERATION DEPARTMENT

6. PURCHASE DEPARTMENT

7. MATERIAL DEPARTMENT

8. MAINTENANCE DEPARTMENT

9. NURSING DEPARTMENT

10. PLANT DEPARTMENT

11. INFORMATION TECHNOLOGY DEPARTMENT

20


5.1 SERVICE/SOCIAL WORK DEPARTMENT

5.1.1 DEPARTMENTAL STRUCTURE

21

ADMINISTRATIVE OFFICER

PUBLIC RELATION OFFICER (PRO)


IQRAA hospital mainly looking for the common man. The service and social work

department is control by Mr.Shaji and Mr. Faisal

Joint venture of IQRAA for human relation, Jeddah and JDT Islam orphanage, Calicut.

Quality care at affordable rate.

Charitable clinic and health care for poor and needy patient.

Income generated is utilized for the hospital development and for the upliftment of

orphans and destitute.

Free treatment for the inmates of orphanages in Malabar.

20% discount for the hospital neighbors.

Poor patients have minimum 10% to 30% discount criteria (social organization letter or

ration card).

Every Friday have ortho charity clinic 25% to 50% discount for poor people (criteria

Hospital director’s recommendation letter).

Dialysis charge only 400rs (outside 700rs).

Hospital has community dental clinic charge only 10rs.

The service under each department is provided round the clock with senior consultant and

specialists offering the best services at affordable cost. Our main focus is patient

satisfaction through quality services. It’s rewarding to see that our patients bestowed us

with their trust and have retained us for future services.

The diagnostic facilities are done at minimal cost compared to other private sectors.

Cardiac Care Specialty provides cardiac health care of international standards.

Our main focus is patient satisfaction through quality services.

5.1.2 Role of PRO/ Social Worker

22


Guidance and counseling to patients (Indoor as well as outdoor patients)

Making the disabled aware of the services and provision available for them (Govt. &

Voluntary sector)

Issuance of disability certificate to physically disabled, deaf & dump, M.R, Children and

Burn Patients.

Provision of Railway concession to cases suffering from physically disabled, cancer,

Tuberculosis, Leprosy, Deaf & Dump, Kidney patients etc.

Networking with Govt. Department, N.G.O’s and individual donor to enlist their help for

the disabled poor and needy patients of the hospital.

Making the patients aware the health services and facilities available for patients at

IQRAA Hospital.

Including the services offered by Hospital welfare society.

Counseling services for patients and their families.

Motivation for family planning and blood donation.

Mediation between the patients/their families and the health personnel of the hospital

facilities effective medical care to the patients.

To attend the referral services from the doctors for indoor patients.

Restoration for unknown patients.

Providing referral services to patients.

Lesion with all the institutions under directorate of Social welfare.

To attend unattended/unknown patients.

To provide rehabilitation services to the patients.

To provide financial medical Aid with the help of “Hospital Welfare Society”.

Establishing contents and holding consultation for main taing harmonies relation between

hospital management and its staff.

Looking after grievances/complaints of the patients in the hospital.

5.2 MARKETING DEPARTMENT


23


5.2.2 FUNCTIONS OF MARKETING DEPARTMENT

Marketing department is doing some activities

IQRAA conducting some of the fever clinic

24

MARKETING MANAGER

ASSISTANT MANAGER ASSISTANT MANAGER


IQRAA conducting some activities like the rural camp .they selecting some of

the rural areas and conducting the camp mainly for the free check up, eye check

up etc. It should be more help full for the poor peoples.

Advertisement is the another one creating some of the notices and browsers

including all details of the hospital, photos etc.

Starting new department they creating advertisement and give all the news

peppers, local channel etc.

5.3 HUMAN RESOURSE DEPARTMENT


25 H.R MANAGER


5.3.2 FUNCTIONS OF HR DEPARTMENT

It is a matter of common knowledge that every business organization depends for

its effective functioning on its pool of able and willing human resources. It is man alone who

with his ability to feel, think and grow shows satisfaction and dissatisfaction. The industrial

progress of any country would depend on its committed labor force.

26

H.R ASSISTANT


The personnel department is headed by the personnel officer Mr. Abdul Vahab

(MBA).The department looks after the following functions.

5.3.3 Working hours - 8 hours

5.3.4 Wages and salary - based on the performance appraisal. Evaluating the

performance of the employee they are mainly follow the ranking method.

5.3.5 Recruitment - Recruitment mainly the qualification, experience,

evaluation

1. Form (the candidate fill up the application form with full details)

2. Advertisement (The HR department give the advertisement to the staff details)

3. Reference (internal reference of the employee)

4.Bio Data update(Already get some of the bio data its updating)

5.3.6 Selection:

The purpose of selection process is to choose right type of candidate to various positions in the

organization. Administrative department is responsible for the selection of staffs but medical

suprendent is responsible for the selection of doctors. Nursing suprendent will conduct staff

selection test for the selection of nurses.

5.3.7 Interview - The recruitment mainly through interview it have some steps

27


1.Pre interview form (collect all the personal information of the applicant .And also have the data

bank collect the information of the applicant friends who are all interested to join any

organization)

2. Interview Evaluation

(a).Personal traits (The interviewer evaluating the personality, family background and then

give the mark to the candidate 1 to 5).

(b).Job related traits (In this step evaluating the subject and the technical knowledge of the

candidate

After that selecting the right person to the right job

Recruitment procedures (man power planning-Right person right job right place recruiting)

5.3.8 Induction Training :

Training:

Training is the act of increasing the knowledge of an employee for doing a particular job. Its

purpose is to achieve a change in the behavior of those trained to enable them to do their jobs

better.

Induction program under the control of HR department around 3 month to get the training to the

employee

It should be mainly understanding the organization its mainly focus on the company vision and

mission, about the organizational details then all the department and the facilities of the hospital.

5.3.9 Performance appraisal:

It is a method evaluating the behavior of employee in the work spot, includes both qualitative

and quantitative aspects of job performance. It is a continuous process from the date of joining.

5.3.10 Management development program

28


Its mainly give to the Nursing staffs to improve the personality development and the

skill development of the staff.

5.3.11 Employee welfare and benefit

The employees of IQRAA hospital can get lot of welfare facilities

Canteen facility (10rs for meals), Uniform, Festival allowances, bonus, Free medical allowance,

Free hostel allowances for employees.

5.3.12 Total employees

557 employees

5.3.13 Leave

12 casual leave per year

12 medical leave

After one year the employees can get the earn leave

5.3.14 Grievances

Administrative officer department head+HR officer handling the grievances

Mostly everyone is satisfied.

5.3.15 Provident fund

Based on the salary

5.4 FINANCE DEPARTMENT

29



5.4.2 FUNCTIONS OF FINANCE DEPARTMENT

30

FINANCE MANAGER

ACCOUNTANT

ASSISTANT ACCOUNTANT


Financial management is the activity which is concerned with planning and

controlling for the firm’s financial resources. Finance is the life blood of business firm, therefore

planning of finance and control is required for achievement of goal.

A systematic recording of daily transaction of the business leads to presentation of

complete financial picture, which help to know about the business position. The department is

headed by Mr. Gafoor (Bcom, Mcom).

IQRAA hospital for under the control of JDT trust so the sources of finance is mainly for charity

donations like that. All the accounting activities going through computer with the help HIS

software (Hospital Information system).The last year IQRAA was profitable.

5.4.3 VARIOUS ACTIVITIES

To check all vouchers, bills, adjustment receipts and push up for

orders to the special officer.

To check all the registers relating to the accounts section.ion.

To prepare monthly, quarterly, half yearly, and annual accounting

information.

To arrange for the timely collection of dues from the sundry

debtors and payment to the sundry creditors.

The finance department maintains the following books of accounts.

5.4.4 Purchase Journals

The purchase manager enters vouchers and materials inward notes through the

computer. Its mainly two type of purchase

A. Pharmacy Purchase

The pharmacy they transfer the details directly to the account department and the

chief accountant approve the list after that the administration officer approved the

settlement the list.

B. General Store Purchase

31


The general store persons they transfer the details directly to the purchase

Department and they transfer to the account department the chief accountant approved

and the n the administrative officer approved and the settled.

5.4.5 Sales Journals

IQRAA have mainly pharmacy sales

1. Pharmacy Sales

The pharmacy they are mainly selling the medicines.

2. Cash Collections

Discharge collection

Reception

Revisit

OP pharmacy

IP pharmacy

Diabetic center

Lab

Dialysis center

Annex

5.4.6 Payments

32


IQRAA have mainly two types of payments

Cash Payments

Cash Vouchers

Approved By Accountant

Create Voucher

Approved From Administrative officer

Take Voucher Print

Final Payment (With payee Sign)

33


Bank Payment

Bank Voucher

Approved By Accountant

Create Voucher

Approved From Administrative Officer

Take Voucher Print

Print Cheque

Final Payment (With payee Sign)

5.4.7 Other Books Are Maintain

Payment Voucher (It’s For Auditing purpose)

Pharmacy Files

Insurance Files

Bank Statement Files

34


5.5 OPERATION DEPARTMENT

5.5.1DEPARTMENTAL STRUCTURE

35

OPERATION MANAGER

OPERATION ASSISTANTS


5.5.2 FUNCTIONS OF OPERATION DEPARTMENT

The operation department is control by the operation manager Mr.Faisal

(MHM).

The operation management mainly looking for the quality + operating executive.

Operation department is control by each and every department for the smooth

functioning.

In the case of IQRAA hospital operation are mainly for the Registration to Discharge of

patients. It’s mainly for two types of patients.

1. OP patients

(a).New patients

(b).Old patients

2. Casualty

There are some activities are

I. Registration Form(New patients)

It’s mainly for the patients full details. It’s a unique registration

also the form have one token number. And then create one op card with patient

full details and also have one op number after collect the registration fee and

consultation charge and create the op ticket and then distribute the consent

department.

36


5.5.3 DESCRIPTION OF THE PROCESS

1. Registration of New Patient :

Patients intending to consult the OPD clinic of any consultant of the hospital are required to

register prior to the consultations.

Patient will attend the OPD registration desk for new patient registration and wait in queue for

their respective turn

As their turn comes patient will fill the new registration form

Patient’s details are fed into the hospital information system and a registration fee of Rs.10.00

and consultation fee are collected from the patient. All staffs and charity patients are exempted

from paying the registration charges and consultation charges. From dental and emergency

department (casualty) patients only registration fee is collected. 30 percentage reductions is

given for close relatives (father, mother, spouses, and children) of hospital staff

Patient is allotted an OPD registration number which is valid for lifelong. The consultation fee is

valid for 13 days in case of general OPD (for dental OPD cases- 5 days and for emergency

department cases-7 days) and OP card is generated.

The payment receipt is handed to the patient and is directed them to concerned OPD. Mean while

the OPD case sheet is generated and is issued to concerned OPD by Attender

37


2.Old Registration

The patients come with the op card, and revisit the counter

3. Follow Up Patient :

Patients visiting the OPD of the hospital for follow up will attend the “re visit patient registration

counter” and would wait in queue.

As their turn come, the patient will hand over the OP card or previous OP case sheet to the

registration clerk.

The registration clerk will enter in to HIS. No fee is charged for such patients if the validity is

not over.

Patient is asked to move to concerned OPD. New OP case sheet is generated and dispatched to

concerned OPD.

If the patient arrives after thirteen days of the prior date of OP consultation, he/she has to pay

consultation fee.

4. Booking System

38


The patient can easily book through the telephone or directly come to the booking counter. (All

details like name, place etc).

5. Enquiry :

The hospital does provide facility for telephonic enquiry and prior fixation of appointment over

telephone (only for some consultants).

Walk in interview are attended in the registration counter of the hospital.

6. Casualty patients

The emergency patients only collect the formal details.

7. Admission Of The Patients

Consent department doctors give the information for the admission counter. And then collect

the full details of the patient. And then find any room vacancy or the ward. The visiting time

only for 4 to 8 o’clock. The visitors should get one visitors pass only one person can get the stay

pass.

8. Discharge OF The Patients

Discharge Summary

History of the patents, Discharge instructions etc.

Final Bill Preparation

Lab Bill

Medicine Bill

Radiology Bill

5.6 PURCHASE DEPARTMENT

39



5.6.2 FUNCTIONS OF PURCHASE DEPARTMENT

40

PURCHASE MANAGER

PURCHASE OFFICER

PURCHASE EXECUTIVE

WORKERS AND STORE KEEPERS


The min activities of purchase department

Pharmacy shall have an approved list of suppliers. Purchased order issued for

procurement with relevant information like purchase order no, suppliers name and address,

manufactures, quality, price, delivery, term and condition like replacement. The purchase order

shall be verified and approved before issued by competent authority.

The purchase department control by the Mr. Jabir sulaim.Main activities of

the purchase department is the order and availability of the materials. Purchasing the quality

goods without any delay. The agents are give the quotation to the purchase officer after that only

they purchase the materials the bulk purchase gives some discounts.

The daily usage materials are mainly purchasing from Calicut itself some items like Medicines

and Machines are purchase outside Kerala like Chennai, Bangalore etc.

The materials are mainly two types of stores.

5.6.3 Pharmacy

The IQRAA have a central pharmacy and 4 pharmacies in the hospital premises. The

pharmacy in-charge is the under the control of the Medical superintendent. Each sub pharmacy

have a in-charge he is responsible for the head of central pharmacy.

Pharmacy in-charge shall be responsible for accurate drug storage, distribution and safe

usage of drugs, inventory control, budgeted.. The pharmacy in charge ensure that the drugs

purchased based on the state and national standards.

Stock position shall be updated after each receipt and issue in relevant register and files.

The pharmacy staff have required qualification and trained about the pharmacy

functioning .the staff shall have the information about the latest medicine and its alternatives

relevant and rules and regulation.

5.6.4 Purchase and storage.

41


The HOD shall ensure the availability of right drug having required quality and quantity.

Non moving medicine returned to the supplier with in specified time limit. The HOD shall

ensure right medicine is available and maintained. The minimum stick and issue shall control

and monitoring .Expiry date and the date of receiving are recorded.

5.6.5 General Store

IQRAA have a general store. The store in-charge is the responsible person of the section.

The store keep all items excluding medicine and surgical. All office and stationary items

purchase and kept in general store. Any equipment and costly items are purchased through the

store. It not a part of pharmacy. The in charge is comes under the AO. The clerical staff of the

store is comes under the in charge.

5.6.6 Inventory practices.

The FIFO (first in first out.) Method is followed by the pharmacy. The issue of the drugs

to the sub pharmacy on the basis of their request. Stock register and issue register are maintained

by the central pharmacy. Stock verification and auditing are conducted at regular intervals.

5.7 MATERIAL DEPARTMENT

42



5.7.2 FUNCTIONS OF MATERIAL DEPARTMENT

43

MATERIAL MANAGER

SUPERVISORS

WORKERS


Material manager Mr.Muhammed Jamsheer.p is control by the material department.

He is directly report to the purchase manager.

Main function is the availability of the material.

The Duties and Responsibilities of Material manager IQRAA International hospital.

Conducting market survey and analysis of material cost and price.

Make strong relation and deal with vendors and suppliers.

Planning and making budget for acquire materials.

Coordinating and negotiating with vendors for price.

Organizing and supervising the transporting and receiving of all materials.

Managing records of all stock and inventory.

Maintaining the standard of goods and materials.

Perform data entry of all material details in system for inventory control.

Decide and prepare different levels of stock and take reasonable action in each level.

Regularly inspect patient care units for proper equipment cleaning and functioning,

ensuring that all equipment necessary to patient is in proper working condition.

5.8 MAINTENANCE DEPARTMENT


44


5.8.2 FUNCTIONS OF MAINTENANCE DEPARTMENT

45

MAINTENANCE MANAGER

SUPERVISORS

WORKERS


Maintenance section in charge is responsible for all maintains activities. He is supported by

adequate number of supervisors and skilled tradesmen. Immediate responsible to all call for

maintains work is ensured by the department in charge.

The maintenance department under the control of the material department. The

department mainly doing the all the maintenance activities inside the hospital

Electricity

All the electricity inside the hospital control by the

maintenance department any problem for the electricity fully repaired within the correct time.

Plumbing

All the plumbing activities are control by the maintenance

department.

Mineral

All the water problems are control by the maintenance

department. Availability of the water is the important factor for

hospital.

5.8.3 Bio Medical Department

Maintaining all the medical equipments and the machines. All the medical

machines like scanning machines, X-ray machines etc all the damages are maintain by the bio

medical department

5.9 NURSING DEPARTMENT

46


5.9.1 DEPARTMENT STRUCTURE

5.9.2 FUNCTIONS OF NURSING DEPARTMENT

47

NURSING SUPDT

DEPUTY NURSING SUPDT

NURSING SUPERVISORS

WARD IN CHARGE

STAFF NURSESS

NURSING ASSISTANT

CLASS FOUR WORKERS


Nursing department is very important thing in any hospital. The department is headed

by Mrs.Syamalakumari (GNM).

The nursing department is mainly control the overall nurses in the hospital. And also allocating

the duties of nurses.

Each and every ward has 1 to 8 nursing staffs and also one nursing assistant. The nurses have

two shift nights have two staff nurses and one nursing assistant.

The Nursing staffs are mainly internship students and they also assistant to the doctors

IQRAA have lot of nursing courses like

Nursing assistant course

Dialysis tecqnition course

MRD(Medical record dept) course

CSSD(central sterilp supply dept)tecqnition course

5.10 PLANT DEPARTMENT

5.10.1 Structure of STP

48


Plant Engineer

Operation in Charge

Assistant Operation in Charge

5.10.2 Structure of RO

Plant Engineer

Operation in Charge

Assistant Operation in Charge

5.10.3 FUNCTIONS OF PLANT DEPARTMENT

There are mainly two types of activities in plant department. The plant

49

Trainees Operates Trainees Operates

Cleaning Labour

Trainees Operates Trainees Operates


Department headed by Mr. Ashraf (B Tech, Diploma in STP).

Sewage Treatment Plant (STP)

Reverse Osmosis Plant (RO)

STP

The activates of STP mainly for the waste water treatment. For example Basil, Wash basin,

Bath rooms, Septic tanks etc. After these activities there are lot of waste water are coming these

waters are filter and using irrigation purpose and flesh tank purpose etc.

RO

In hospitals we are using the normal water it should be creating lot of problems. So the normal

water can be filter and using for the dialysis machines etc. This treatment called minute

treatment.

5.11 INFORMATION TECHNOLOGY DEPARTMENT

5.11.1 DEPARTMENT STRUCTURE

50

I.T ADMINISTRATOR


5.11.2 FUNCTIONS OF I.T DEPARTMENT

Today we can’t think conduct the business practice without the help of computers.

The IT administrator is the in-charge of the department. The computers used for billing.

Preparing accounts, data typing etc

I.T department is the very important department in any organization. All the records

are storing the computers. The department is headed by Mr.Hidam

51

COMPUTER PROGRAMMER

PROGRAMM ASSISTANT


The information system is mainly working for data record and networking activities each and

every department are using the computers.

And also IQRAA have internet facility for each and every department

Around 140 computers and 2 servers (main server and pack up server)

IQRAA have separate hospital server HIS (Hospital Information System) each and every thing

record using this software eg-Registration, Billing, accounts etc.

6.PORTERS FIVE FORCE MODEL

52


PORTERS FIVE FORCE MODEL OF IQRAA HOSPITAL

THREAT OF C0MPETITORS

Now days there are only little effort to get sanction for setting up hospitals. Because there are a lot of

hospitals throughout of the country. When we consider the state Kerala, there are a lot of super speciality

hospitals. These hospitals have more contributions from the private sectors than the public sector. So that

the competition is high in this field. So in the case of IQRAA hospital competitors are high from the

private sector.

THREAT OF SUPPLIERS

Quality is one of the important things. When we consider the case of hospitals, they must use the quality

products only for the treatment of patients. Drugs and equipment’s (surgical and others) are the main

things which the hospitals purchase from outside.

Now days a lot of suppliers are in the market to supply this type of goods. The material department in the

IQRAA hospital consider the quality as well as the price of the products which they purchased. So they

purchase the goods from the suppliers who supply the quality goods in fewer prices.

53


THREAT OF CUSTOMERS

Patients are the customers of the hospital. So they provide the services according to their satisfaction.

IQRAA hospital is under the IQRAA charitable trust. So that the fees and other expenses for the treatment

are low. So the bargaining powers of the customers are low.

THREAT OF NEW ENTRANTS

There are two other hospital just near to IQRAA hospital. (MIMS,BABY MEMORIAL). All these

hospitals are super speciality hospital and just near to national highway. The establishment and set up

costs are high in this place compared to others. So according to IQRAA hospital threat of new entrants are

low.

THREAT OF SUBSTITUTES

When we consider the case of hospital the substitutes(i.e. Alternatives) are homeopathy, allopathic,

Ayurveda, and so on. All these hospitals are provide services but in different ways. According to the taste

and preference the customers i.e. the patients select the way of treatment.

54


CHAPTER: 7

MCKINSY’S 7 S MODEL

55


MCKINSY’S 7 S MODEL

Here the first 3 S are considered as hard S(strategy, system, structure) and the other 4 S are considered as

hard S.(skills, shared values, staffs, and style.).

Strategy

For a hospital the customers are the patients. The hospital achieve the goal only by providing service

according to the needs of the patients. For that the hospital must create a trust in the minds of the patients.

In the case of IQRAA hospital, they provide reliable service from the last 20 years. And also they have

created trust among the minds of people.

56


System

Mainly in the hospital they used the system for recording purpose. In IQRAA hospital the finance

department used the tally software and the record department used the system for recording the patients

details and the lab department used the system to record the results.

Structure

The IQRAA hospital is run by the trust called IQRAA. So that the overall control of the hospital are in the

hands of the trust members and under that there is a director and also each department have separate heads.

Skills

For the development of an organization there must be well experienced and skilled labors are necessary. In

the case of IQRAA hospital, staffs mainly the nurses and doctors are very talented and experienced. And

they also provide a 6month training programs to the employees who are newly appointed.

Shared values

The hospital is under the trust. Because of that the treatment cost are less compared to other hospitals. And

also they consider the quality than the price for the equipment’s which they purchased from outside.

Staffs

Employees are the resources of the organization. Through them the company can win or lose. In IQRAA

hospital there are more than 250 staffs. Hospital treats them equally and also they provide so many facilities

to them.

Style

IQRAA hospital providing services from the last 18years and it is run under a trust. Because of that the cost

of treatment are low compared to other hospitals. They give importance to the patients than the profit and

also they conduct free medical camps for poor people.

57


CHAPTER: 8

SWOT ANALYSIS

58


SWOT ANALYSIS

Swot analysis refers to the strength, weakness, opportunity and threat of an organization. Here strength

and weakness are the internal factors and opportunity and threat are external factors. Through the help of

swot analysis the people or the customers has to compare the organization with the competitor’s

organization. Through swot analysis the customers has to know the positive as well as the negative

aspects of the business.

STRENGTHS

• Qualified management team

In IQRAA hospital the management team are well experienced and qualified one. The members in the top

level management are post graduated and the director is a PhD holder.

• Well experienced doctors and nurses

In IQRAA hospital the doctors as well as the nurses are well experienced one. All most all the nurses are

completed their masters in nursing and also all the doctors are taking their masters.

• 24 hrs. Service

IQRAA hospital provides 24 hrs. Casualty services in each and every day.

• Affordable cost for treatment

This hospital is under a trust called IQRAA. So that the cost for the treatment are less compared to other

hospitals. So that it is affordable for the common people.

• Super speciality hospital

59


In IQRAA hospital almost all the medical departments are there. (General medicine, neurology,

gynaecology, E.N.T etc….) and the services provided by each department are highly good.

• Give importance to patients than profit

IQRAA hospital is under a trust. So that they give importance to the patients than profit. They provide

free treatment to the poor people and provide contribution to charities.

WEAKNESSES

Infra-structure (i.e. capacity)

IQRAA hospital has only 250 bed facilities. So that they can provide service only for limited patients.

Canteen facility

IQRAA has their own canteen. But the foods are limited. Sometimes the patients didn’t get the food

according to their needs.

Lack of expensive equipment’s

All we know that for dialysis we need well and expensive machineries. But in the case of IQRAA hospital

expensive equipment’s are absent. So that they can’t provide good services in some fields.

Shortage in the strength of staffs

From the profile we have to know that there are only 31 doctors. When we take the case of super

speciality hospital doctors are necessary. But in the case of IQRAA hospital the strength of doctors are

very less and also in the strength of pharmacy staffs.

Lack of departments

In IQRAA hospital the departments both managerial and medical are less. When we compare IQRAA

hospital with other we can see lack in departments.

60


In effective use of Medias to provide information about the hospital to the needy people

IQRAA hospital didn’t use the Medias in proper ways to provide information to the people.

OPPURTUNITIES

• Tie up with government

IQRAA hospital made a tie up with government for starting medical colleges and other medical courses.

• New innovations

The hospital has to provide assistance to the medical students for doing research and other

• Appointment of well and qualified staffs

The other opportunity for the hospital is to appoint well and qualified staffs in each and every department.

• Provide service to more people

IQRAA hospital change the way of giving treatment and also provide free medical camps to the poor

people.

• Establishment of research centres and medical colleges

The IQRAA hospital has to establish new medical centres as well as research centres for the further

growth.

• Hold seminars and conference relating to specific diseases with the doctors in other country.

THREATS

61


• Competition

In the case of IQRAA hospital the competition is high from other hospitals.

• High capital cost

The establishment cost are high. So that some of their projects are in pending.

• Lack and demand for man power

Now days the demand for the doctors are high. It is one of the problem faced by almost all the

hospitals and it is the main problem faced by hospital.

• Lack of finance

IQRAA hospital is under a trust

62


CHAPTER 9

FINDINGS AND SUGGESTIONS

9.1 FINDINGS

1. The organization functions are very systematic, inspections is done to ensure.

2. Provide high quality, low cost treatment to the whole community especially the under

privileged patients.

3. Intra-departmental, inter-departmental communications are very effective.

4. Employees are Knowledgeable

5. Committed professionals deliver the health care

6. Multi specialty hospital

63


7. Marketing facilities are not adequate

8. Absendisum of employees

9. Compare to the facilities and patients employees are very few

10. No separate room for all the department

11. Maintenance works are not completed within the time

9.2 SUGGESTION

Take adequate step to increase the marketing facilities

Appoint more nursing staffs in the various departments

To give more advertisement in media like T.V, news paper, magazines like that

Develop new innovations

Appoint well professional doctors more

Develop new ideas

Take more feedback from patients

Give more service to the society

Adopt new facilities

A blood bank can be started.

64


The hospital can hire a patient advocate to handle patient grievances.

Supervision at all level can be improved.

Proper and regular training program conduct for all staffs.

CONCLUSION

From the detailed study of function of different department and working

conditions of the organization has revealed that the organization environment is very good. The

inter-departmental communication is found very effective. The IQRAA hospital is mainly

looking for the common man and also gives the service to the society and gives good health care

at affordable rate .IQRAA hospital is international and also multi specialty hospital.

IQRRA has a panel of doctors specialized in divergent fields. IQRAA has almost all the

departments to the needs of patients with a wide variety of illness. The hospital also runs

specialty centers focusing on health and medical conditions that call for great care and attention

viz. cardiac care, diabetes centre, diabetic eye clinic, obesity clinic,De-addiction

centre,inferitility clinic, pregnancy care, dialysis centre etc. The operation theatres in the hospital

are fully equipped with up to date facilities.

65


Management set up the vision and mission of the organization quality objective of the

organization. Proper planning shall be undertaken to locate layout and set up facilities for

establishing.

9.4 BIBLIOGRAPHY

TEXT BOOKS

VS Ramaswamy and S.Namakumari Marketing Management, 4th edition. MACMILLAN PUBLISHERS INDIA LTD.

T.N.CHHABRA (Human Resource Management 2nd edition, 2004, Himalaya publishing

house, New Delhi).

Business Research Methods,7e William G. Zikmund

JOURNALS

Booklet of IQRAA hospital and research center Calicut

WEBSITES

66


Web site of IQRAA hospital and research centre Calicut – www.iqraa

hospital .com

En.wikipedia.org/wiki - Wikipedia, the free

encyclopedia-en.wikipedia.org/wiki/healthcare-in-India

www.google.com - www.india lawoffices.com/healthcare sector.

www.globalhealth.org.

67

http://www.google.com-


68

New final report

Education

Transcript of New final report