VENUE: COLUMBIA ASIA HOSPITAL, KOLKATASTUDENT’S NAME: Susmita kumar

COURSE: Bachelors in Hospital ManagementSEMESTER: 6th

BATCH: 2016-2018COLLEGE: Dinabandhu Andrews Institute Of

Technology And Management

I do hereby declare that this project work PROJECT ON IPD, at COLUMBIA

ASIA HOSPITAL Kolkata for 3 months ( 2ND January to 31st March), submitted

by me in practical fulfillment for the requirement of Bachelor Degree in

Hospital Management (BHM) from Dinabandhu Andrews Institute of Technology

and Management with the collaboration of West Bengal University of

Technology (WBUT) is the result of my original and independent research

work carried out under the supervision and guidance from Dinabandhu Andrews

Institute of Technology and Management .

I further declare that this project work or any part of this has not been submitted

by me any where for the award of any degree or other similar title before .

Susmita Kumar

SIGNATURE Registration No -151541310032

BBM(HOSPITAL MANAGEMENT )

DAITM,KOLKATA

I wish to take the opportunity to convey my sincere gratitude to all who have

helped me in successful completion of this training report.

I take the opportunity to thank Mr.Biswajit, the Human Resource Manager who

gave us the opportunity for completing the project. I also want to thank ,Ms.

Menaka Yengkokpaml( nursing incharge in7th floor ) , and Mrs, Sumana Kundu

Sil (Head of customer care department) the entire customer care department staff

and nursing staff of the COLUMBIA ASIA HOSPITAL, Kolkata, For their

immense support during the entire project.

I’m deeply indebted to our Chief of Nursing service Mrs.Arpita Mondal who

despite of his busy schedule helped me with his knowledge and precious time to

gain necessary insight into the process and to successfully complete the project.

I am also glade to our honorable college teachers for their support and

invaluable guidance.

Finally I acknowledge my indebtedness to the WARD COORDINATORS ,

and all the staff o who answered all of my queries and help me in the successful

completion of my training.

The training at “COLUMBIA ASIA HOSPITAL” Kolkata , offered both learning

experience as well as a glimpse into the daily management functions of a renowned

hospital during the training of this project. I was fortune enough to interact with

people, who in their own capabilities have encourage guided me.

INTRODUCTION

EXECUTIVE SUMMARY

OBJECTIVES OF TRAINING

HOSPITAL PROFILE

SERVICES AVALABLE

FACILITIES

MANAGEMENT OF INPATIENT SERVICES

IN-PATIENT PATIENT IDENTIFICATION

PATIENT VALUABLE POLICY

FINDINGS

CONCLUSION

RECOMMENDATIONS

BIBLIOGRAPHY

The Training Programme has been conducted according to WBUT curriculum

which is intended to provide us a basic idea about the operations of a hospital

based on observations. Practical training is as much necessary and important part

of a course as well as gaining the theoretical knowledge. We need to experience &

adapt ourselves to the workplace situations on whatever we learn through our

theoretical knowledge.

During the three month duration (2nd January-31thmarch, 2018) of my training at

the COLUMBIA ASIA, KOLKATA. I got to learn and observe various things

from the hospital. All of these has helped me to gather experience about the

principles of management, behavior in an organization, crisis management, dealing

with people (customers, patients, patient party, visitors), Customer satisfaction,

Handling pressure & Plans in Hospital, Managing patient flow etc.

All these knowledge gained by me in the Hospital during my training period will

be going to help me a lot in my future in reaching me to high positions in career

and goal of the organization.

COLUMBIA ASIA HOSPITAL, KOLKATA is an healthcare organization

which is committed to providing the best possible options for disease diagnosis

and team – based patient care.

I have my internship in Columbia asia hospital , in which I got training from its

IN-PATIENT DEAPRTMENT as a WARD COORDINATOR ( 7TH Floor, Ward

- 701 – 711B ). The internship basically revolved around the product knowledge

training. The system , the commitment of employees in Columbia asia is really

exemplary .

The difference between the success and failure is doing things right and doing

things nearly right & Columbia Asia has always tried for success & that is why

it is known to be one of the leading organizations in India.

In this report I have given a brief review of what I have seen during my

internship . I have mentioned all these as I have made an internship as according to

the schedule.

I have discussed about my learning in the whole internship. I have made it

possible to write each and every thing that I have learnt there. I gave all my

practical efforts in the form of this project that’s the asset for my future career.

To get information about the various services in hospital.

To see how the work is done in various departments in hospital.

To get an overview of the hospital.

To get knowledge about the departments of the hospital.

To find the problem related to the different departments.

To get acquainted with the practical experience of an important sector like

hospital.

• Columbia Asia is a chain of hospitals in Asia with 17 medical facilities

across India, Malaysia, Vietnam and Indonesia. The company is based in

Kuala Lumpur, Malaysia and was founded in 1994. The company offers

full-service hospitals built in neighborhoods, rather than the central city.

Columbia Asia’s target market is the fast growing middle income group.

• The company is in the midst of expansion, especially in India. Columbia

Asia has 14 hospitals under construction and owns the property of another

12.

• VISION: To be the best managed healthcare company in Asia.

• MISSION: Columbia Asia is pledged to deliver effective and affordable

medical services in a clean and caring environment.

• MOTTO :Customer first

• STRENGTH : Quality of people ,Teamwork.

• Columbia Asia hospital Kolkata is a 90 bedded hospital equipped with

modern facilities and having a excellent team of doctors with trained

paramedical staffs who are always ready to serve the customers at the

earliest and without asking. An inflow of foreign customers itself depicts its

popularity.

• Though the hospital is multinational Malaysian based one but without losing

its Indian culture and texture greets every coming customer with folding

hands telling “NAMASTE”

• It runs in collaboration of doctors who are full time, part time, visiting or on

contracts as required with a few outsourced services such as laundry,

security, horticulture, biomedical waste disposal, housekeeping and a few

contractual staffs of the hospitals.

• The staffs are responsible enough to perform the task and to discuss the

profit/loss and all the issues related to smooth and better running of the

department is followed by the DDC(Departmental Coordination

Committee)followed by MMM(Monthly Management Meeting) which is

followed by the GM’s Address.

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• 24-hour Emergency Room

• 24-hour Laboratory services

• 24-hour Pharmacy

• 5 Operating Rooms

• 24-hour Radiology & Imaging

• 100 Bedded In-patient facility

• Ambulatory Services

• Dedicated Labor & Delivery Suites

• Dialysis Unit

• Endoscopy Suite

• Intensive Care Unit

• Café Columbia

• Nursery & Special Care Baby Unit

• Nutrition & Dietetics

• Outpatient Specialist Clinics

• Physiotherapy

• Preventive Health Screening

This is one of the main part of a Hospital .It provides the maximum number of patients through OPD check up.

Not only that but also it makes public relation. It also provides marketing advantage. It creates customer satisfaction with maximum services. TO provide most comfortable and desirable environment on temporary

substitution for home It provide the atmosphere and facilities for highest degree of job faction of

nursing and medical staff and high levels of patient stisfaction It also provides doctors satisfaction & creates good relation of organization

with best doctors of our country, which automatically provides maximum customers per year.

The COLUMBIA ASIA Hospital provides superspeciality facilities such as;24 hour Emergency, Pharmacy, Radiology, Laboratory, Endoscopy, Ambulatory service. Centralized medical gas, international standard infrastructure etc.

PHYSICAL INFRASTRUCTURE:

In COLOUMBIA ASIA Hospital the physical infrastructure of IPD are as follows

. it located in the 4th ,5th ,6th ,7th, and 8th floor ,with direct accesses form ICU,NICU, Emergency, OT with good intramural transportation system like widecorridor ,lifts. spacious waiting area to restrict the visitor and patient parties. The rooms are large and specious, every single beded rooms with the area of 120 sq ft ,and every double beded rooms with the area of 160 sq ft.. In the single bedeb room the bed area was 70 sq ft ,abd double bedded room the space between 2 beds are 4 ft.. Clearance of bed head from wall 1 ft and from other bed 2 ft , size of each bed 6 ½ ft * 3 ¼ ft. All the room doors size is 1.8 mts and should be easy accesses for trally and bed transfer. Floors are vinyl joint (Antibacterial), Thermo sealed and Epoxy joint. All the walls and ceiling are covered with anti bacterial paint and ceiling height 3 mts. 24 hours water supply (hot and cold) per bed, Glare free lights ,Air condition, and suction, Gas pipe line connection And room temperature 22*c, R.H 45 and airchange 15*cNURSING STATION: All the IPD are attached with nursing station,which under the surveillance of nursing incharge.The size of the nursing station is 20*20,all available with all equipments which needed

TYPES OF BEDS

TWIN SHARING BED SINGLE BED

SUPIRIOR SINGLE

SUITE ROOM

OTHER ROOMS

clean utility

Dirty utility

Nursing station

EQUIPMENTS :

The available Equipments in nursing station which used in patient care are

GENARAL EQUIPMENTS:

The general equipments which are available in the ipd are. Cup bords for MEDICINE

. Paper shelf

. Dressing Trolly,Medicine Trolly,Paitent Trolly, wheel chair

. 1 Refrigerator, Micro wave, Bottle sterilizer, Boiling Kettle

. Different racks for different equipments (vacutainer, Glycerol,Mgso4,Crusher, Infusion pump, Nebulization, BP instrument, CSSD item)

. Different container for different equipments(Venflow, sand bag, Conduction jelly, wax resin, surgical cap, face mask, wearon, sputum mug, Molina sheet, Moli care, Gluco strip, Surgical blade, Ultra fine niddle)

. 2 Computer,1 Printer, 2 Telephone

. Other equipments like Thermometer, Pulseoxi meter, Weight machine, Torch, Nail polish remover, Wrist bands etc

Medical treatment, assessment and the services that is provided to the patient bythe HCO (Health Care Organization) after admission can be termed as In PatientServices.

The aim of in patient services is to provide best possible patient care throughmedical skill combined with compassionate care and continuous improvement andservices.

Floor coordinator will receive the patient on arrival on admission to theward after admission formalities.She will wish the patient and introduce herself as the Ward-Coordinator.She will inform the patient that for any assistance he/she should call forher.Brief the patient about her availability.Educate the patient and relatives about their rights and responsibilities.Enter the details of the patient in the system.Instruct the sister to take the patient to the allocated bed after checkingthe bed is ready.Inform the consultant about the patient arrival.Inform the ward RMO about the new admission.

Take rounds of the ward..Meet all patients in ward at least twice during the tenure of her duty.

Obtain the feedback on the services that are provided to them and enquire ofany administrative problems if they have.Ask the following questions to each patient on arrival at the ward:

Was the dinner served on time? Was it hot and palatable? Was the medicine administered to them on time? Was the nursing staff available when needed? If case of any complain immediately attend to it. If need arise refer to the floor manager.

All clinical related problems should be immediately intimated to theconcerned nursing staff or the ward RMO as the case maybe.

Update the system after completing the daily roundGenerate the current in patient list of the ward Input the transfer in and transfer out of patients from the ward in the system.Input the discharge request for the planned discharges.Update the system after every discharge.Make necessary changes in Consultant names as & when required.

Inform the concerned ward before shifting the patient.

Reconfirm the availability of the bed.After every transfer inform the concerned consultant about the new wardand the bed number to which the patient has been shifted to.Inform the patients relatives about the patient exact location by giving themthe bed and the ward number.Inform the relatives about the visiting time and the formalities of changingthe visitors pass from the “Reception” counter.Provide the relatives with the extension number of the ward.Update the allocation board and the system simultaneously.

Take note of all maintenance requirements including repair/replacement inthe ward on daily basis during the rounds.Maintain record of requirement of maintenance register.Keep in touch with the said department till the work is completed.

Send the X-Ray requisitions to the radiology department for reporting ondaily basis.After 24hrs contact the department for the reports.Keep the reports in the patient file.Send the reports of the discharged patients to the MRD dept .Taking a list from Ward in charge containing all the due reports ,contactingwith the concerned dept & collecting the reports.In case of any delay of report following up regarding the same.

Prepare planned discharge list of the ward everyday & keep the same inserver hence any person can go through the discharge list of a particularward.Inform the relatives about the discharge procedure for planned dischargeduring the visiting time.Furnish following information to the relatives:

Time of discharge. To report first at Discharge desk in Admission room & take the

Provisional dis pass if both Discharge summery & bill is ready Take final bill from cash –counter & clear all the billing formalities

Prepare the Patient list in the ward. Take rounds during the visiting hours and attend to the queries of patientsrelatives.Refer to the Sr IPD Manager for any problems. Check the patient tasting food before the food is served & give a roundduring lunch & dinner.Checking the food being served for the patient attendents.

Call up the required hospital and take the booking for the patient.Note the details about the time, the cost of the test, required preparation ofthe patient and the documents that the patient need to carry.Inform the consultant and the sister in charge of the ward.Check with the consultant whether the patient requires any escort or not.Incase the patient require a paramedic for escort, then inform the doctor ofthe Emergency ward for the needful. Organize vehicle conveyance of patient with the support services.Handover details of the patient to the escort accompanying the patient.Ensure the form for sending a patient outside the hospital for test iscompleted in all respect before sending the patient.Inform the MOD and the Floor Manager.The patient name, ward number, the required cash, the destination and thetime of arrival should be given to the hospital escort who will accompanythe patient.All the details should be provided to the patient relatives.Patient relatives may or may not accompany the patient, however in case thepatient is below 14 yrs of age then relatives will accompany.Patient to wear the hospital uniform only.If the patient is going to any other hospital then photocopy of the reports andprescription should be given.Keep in touch with the hospital driver as or when required (Mob-9831911089)

Handover the patient medical file to the ward RMO to write the draftdischargeSend the file along with the draft discharge to the Discharge counter.Instruct nursing staff to return back the unconsumed medicines to the storeand obtain the return voucherReceived the Return Voucher and keep it in the patient file.

On receipt the return voucher send the Charge Sheet to the billingdepartment & do MARK FOR DISCHARGE in system to generate the finalbill.Enter the patient’s name, the MRN number and the name of the HK in the“Charge Sheet Sending Copy” and send to the billing department.After receiving the Charge sheet Sending Copy please check the receiver’ssignature. Inform the patient party about the discharge time and the formalities.In case the patient is of Corporate/TPA category then only the photocopyis to be given and original sent to the corporate billing desk In case the patient is an MLC (Medigo Legal Case) only photocopy is givenand originals are send to the medical record department.In case DORB (Discharge on Risk Bond) the relatives has to sign the DORBform declaring reason for taking their pt & intimate the same to theConsultant,Ipd manager,Medical Superintendent & the same is kept in theMrd file before the discharge procedure commences.The RMO has to take the signature of the patient on the DORB form.In case of DORB all original documents are given to patient.Rest of the Discharge Procedure remains the same as enunciated before.At the time of discharge coordinator must check the discharge I.P. card toconfirm the bill clearance, put signature & time in Discharge time trackingcard, provide the pt with Feedback form.After the patient is dressed up & the explanation of discharge sum &medication is done by nursing staff co-coordinator must counter check the ptfile & take patient relative signature confirming that they get all the correctreports of their pt.If the patient relative face any language problem in understanding the dissum she will help them to clarify queries.Provide the patient a wheel chair & nursehead to escort the pt till thehospital premises.

After every discharge MRD file is prepared.Enter the details in the MRD record registerSend the files to the MRD department.

Ward coordinators are responsible for intending the general store ofwardsWeekly once the general intends are made in store after thoroughly thestocks are checkedIntends are made keeping in mind the cost factor

Nutritional assessment of in patients and fixation of their diet plan.

Formulation and regular modification of various hospital diets.

Planning and monitoring of special liquid homogeneous diet plan.

Diet counseling and distribution of diet chart to out-door patients.

Planning diet for each patient through diet sheets and provides information

to kitchen staffs well in advance to ensure timely supply.

Assisting the dieticians and making patients list as per patient’s mealrecord.Taking round in the ward to ensure that any new admitted patients isthere or not and inform to the kitchen accordingly.

Monitoring the overall operation of canteen and kitchen from where food isserved to the in-patients.Planning of menu and kitchen operation.Looking after the standard of services, cooking method, overall cleaning.Checking all the billing, accounting and food costing of catering services. Handling and sorting out in-patients complaints regarding quality of foodand food services to minimize their inconvenience.Checking the quality of food and services.Handling and organizing all outdoor and indoor catering of our hospital.

Supervising overall activities of all kitchen staffs.Follow instruction given by the dietitians and F&B In charge.To maintain hygiene and cleanliness of the kitchen.To ensure that the kitchen premises, cooking and serving vessels etc aremaintained in clean and hygienic manner.

Supervising overall activities of all Pantry area and service staffs.

Follow instruction given by the Canteen In charge.

To maintain hygiene and cleanliness of the pantry.

NPM Orders and emergency snacks and beverages order served inpriority basis.To check the food or meal of the patients as per prescribed by thedieticians and doctors.

RESPONSIBILITY The dietitians are responsible for planning of the patient’s diet and theirconsolidation for preparation by the kitchen staffs.

ASSESSMENT OF PATIENT DIET REQUIREMENT Dietitians fill up nursing assessment diet record sheet with patients bed number ,respective diet advice, clinical conditions and specific requirement during morningward visit, keeping in mind new admission, change of diet, bed transfer anddischarge intimation

QUALITY ASSURANCE IN DIETARY SERVICES

PURPOSE

To ensure good quality of patient food and achieve a high level of satisfaction ofpatients and guest regarding the food and beverage services of the hospital.

RESPONSIBILITY The F & B In charge are responsible for ensuring the quality of food provided andensuring its monitoring through established methods.

PROCEDURE The F & B In charge / Floor coordinators/Sister in charge taste the food preparedfor the patients for lunch and dinner to ensure quality in the food being served tothe patients. The supply of foo bd to the patient does not commence withoutapproval of them.

FEED BACK ABOUT F&B SERVICES A back form is provided to each and every patient before their discharge to get afeed back about the food services and any suggestions. Any complaints /grievances / inputs regarding F & B services are registered through the complaintmanagement system of CEMPIA.

• Identification band shall be provided to all the patients at the time of

admission with the help of which he/she shall be identified during his

or her stay irrespective of the condition (conscious / unconscious).

• A tamper-proof, non-transferable identification band shall be affixed to

the patient wrist

• ID band shall consist of:

Patient name, age, sex and Mrn in block letters.

Patient ID number and date of admission from the admission report

Diagnosis by seeing the OPD sheet form

Signature of the nurse who is tying the band

Patients are educated not to remove the ID band.

• ID band shall be checked daily before any investigation, procedure and

administration of medication . The patient name will also be asked to

confirm the patient identification.

1. Policy :

• To safeguard the valuables of its patients.• To inform the patient that the hospital cannot assume responsibility for valuables or personal property retained by them.

2. Scope : All inpatient areas.

3. Definitions :

Valuables – Items identified by columbia staff or the patient as havingsignificant monetary or personal importance. Examples include but are not limitedto: Old medical records, Cash, Credit and debit card, Jewelry,document, passport, spectacles, denture, mobile phone.

4. Procedure :

• The Hospital is not responsible for lost, theft, or breakage of personal items that the patient maintains in their possession while hospitalized.

• During admission ,the admission room staff and the floor coordinators/ nurse in-charges explains the patient /relatives - the necessary items to be brought by the patient on admission.

• On admission the nurse shall handover the jewelry, old medical records, clothes, and any other belongings to the relatives and shall get their signature confirming the handing over.

• All old records shall be photocopied before handing over and photocopy shall be kept in the case file

• All the old medication brought by the patient/ relatives shall be returned to them.

• Patient shall be informed to take care of the other belongings that they bring along such as mobile phones, spectacles, dentures, etc on admission.

• On transferring the patient for Surgery/ any other procedure/ to critical care areas, the nurse shall make sure that the relatives have taken all the patient valuables.

DATA ANALYSIS

COMMUNICATION BETWEEN PATIENT & IPDSTAFF OF THE HOSPITAL

PATIENT SATISFACTION

EXCELLENTGOODPOOR

COMMUNICATION BETWEEN PATIENT AND STAFF

PATIENT SATISFACTION

EXCELLENT 90

GOOD 75

POOR 35

HOW WAS THE DOCTOR SERVICES

PATIENT SATISFACTION

EXCELLENTGOODPOOR

DOCTOR SERVICE PATIENT SATISFACTION

EXCELLENT 95

GOOD 85

POOR 25

It was a wonderful and learning experience for me while working on this

project.

This project took me through the various phases of project development and

gave me real insight into the world of the hospital. The joy of working and the

thrill involved while handling the various problems and challenges gave me the

feel of the hospital industry.

It was due to this project I came to know how the hospital management

systems are designed and how the hospital works and the various procedures .

I enjoyed each and every bit of work I had put into this project.

Lastly it was a nice experience in the Columbia asia hospital for undertaking theproject on report based on inpatient services training .

Need to focus on time management

The staff discipline should be more improved

Number of House Keeping staffs should be increased.

There should be a special ward only for the mentally challenged

patients.

Recruit more Nursing Staff ,who has the working knowledge of the local

language.

Public holidays should be clearly displayed on the notice board for the

convenience of the patient.

Better communication should made between the staffs

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