Organisational Study At Muthoot Hospital, Kozhencherry

Executive Summary Health care sector is one of the fastest growing sectors in India. Also hospital is one of the most complex structured organizations amongst all industries at present because of IT revolution, consumerism and specialization in different fields, hospital as an organization got new dimension. Earlier it was easy to manage a health care set up with so called ―most experienced and bureaucratic medical professional‖. But this trend has become back dated now. Such a situation calls for a study of the organization to know the working department and various other complexities of hospital. The study helps in understanding the various dynamics of MGM Muthoot Medical Centre, Kozhencherry. . The health care industry, or medical industry, is a sector within the economic system that provides goods and services to treat patients with curative, preventive, rehabilitative, palliative, or, at times, unnecessary care. The modern health care sector is divided into many sub-sectors, and depends on interdisciplinary teams of trained professionals and paraprofessionals to meet health needs of individuals and populations. The health care industry is one of the world's largest and fastest-growing industries. Consuming over 10 percent of gross domestic product (GDP) of most developed nations, health care can form an enormous part of a country's economy. For purposes of finance and management, the health care industry is typically divided into several areas. As a basic framework for defining the sector, the United Nations International Standard Industrial Classification (ISIC) categorizes the health care industry as generally consisting of: 1. 2. 3. hospital activities medical and dental practice activities Other human health activities This third class involves activities of, or under the supervision of, nurses, midwives, physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy, medical

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Organisational Study At Muthoot Hospital, Kozhencherry

massage, yoga therapy, music therapy, occupational therapy, speech therapy, chiropody, homeopathy, chiropractics, acupuncture, etc. The Global Industry Classification Standard and the Industry Classification Benchmark further distinguish the industry as two main groups: 1. 2. Health care equipment and services; and Pharmaceuticals, biotechnology and related life sciences. Health care equipment and services comprise companies and entities that provide medical equipment, medical supplies, and health care services, such as hospitals, home health care providers, and nursing homes. The second industry group comprises sectors companies that produce biotechnology, pharmaceuticals, and miscellaneous scientific services. Other approaches to defining the scope of the health care industry tend to adopt a broader definition, also including other key actions related to health, such as education and training of health professionals, regulation and management of health services delivery, provision of traditional and complementary medicines, and administration of health insurance.

The study focuses on the organizational structures and the departmental functions. In a hospital there are two types of department‘s i.e. administrative and medicinal departments. As part of our management studies, the role played by administrative departments is a major area of research. The study gives the overall idea of the health care industry, organization and the role played by each department in the hospital. The organization is examined by SWOT analyses. The main objective is to get a real life exposure and practical experience regarding the organizational functions and various processes carried out by the hospital.

Training and learning in a class room will make an individual knowledgeable in theory of the various functions of a company. But a person comes out from class room and visits various industries, in this situation he can learn more from them. In such a situation real experience in the practical functioning and operations of a company can of very much use to the students of management studies.

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Organisational Study At Muthoot Hospital, Kozhencherry

CHAPTER-1 INTRODUCTION

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All organization has management structures that determine the relationship between different functions and positions and delegate roles. It is often said that good people can make organization pattern work the better the organization the fuller would be the achievement of the objective. Good health is an integral part of social development and hence it creates wealth considering its importance all over the world. Kozhencherry 1.Organisational Study At Muthoot Hospital. mental and social well being and not merely the absence of disease or infirmity‖ [biswanath. 2001] The components of good health care are: 1. The study also gives a better understanding about the history of the company and its different phases of development since its inception. The world health organization (WHO) has defined the highest possible level of health as ―physical. Nutritious diet 2. Safe drinking water 4. An organization study will help in having a better idea about the functions of each department in detail and the duties and responsibilities of each and every personnel in a particular department. The maxim that ―health is wealth‖ highlights the increasing importance of health. Hygienic condition of living 3. Information about good health care 5. procedures and programs adopted by the company. It also gives an opportunity to interact with the people working in the organization. It will also provide better picture about the organization structure and the hierarchy of various position in the organization. In the fast moving world illness is increasing day by day. The study also throws light into the future plans of the company.1 Introduction Organization is a social unit of people. It also helps in identifying and studying the various policies. So health care has a vital role in modern society. April 6th is celebrated as world health day. The organization study at MGM Muthoot Medical Centre is conducted for understanding more about the structure and functioning of various departments in the organization. Existence of good health facilities like hospital and medical treatment facilities 4 . systematically arranged and managed to meet a need or to pursue collective goals on continuing basis. responsibilities and authority to carry out defined task.

organization. Due to the complicity heath care services and system. Kozhencherry 1. cost. financing system.Organisational Study At Muthoot Hospital. 5 . organizations. investigating and interpreting the use. the quality and cost of health care and ultimately our health and well being. financing and outcomes of health care services is to informing of the government officials. communities and population. accessibility. To get a real life exposure and practical experience regarding the organizational functions and various processes carried out by the company 1. family. consumers and others making decision about health related issues. insures. health care services is an increasingly physical challenge. institutions. affordable. This study focuses on the organizational structure. provided. The provision of high quality.3 Scope of the Study Health services research is the multidisciplinary field of scientific investigation that studies how social structure. health technologies and personal behavior affect access to health care. Its research domains are individuals. the departments and overall analysis of the organization.2 Objective of the Study MAIN OBJECTIVE:       To make an organizational study at Muthoot Hospital in Kozhencherry SUB OBJECTIVES : To acquire knowledge about the functions and managerial aspects of the organization To study the functions of each departments and the role played by each To understand relationship between each department Examine the organization using SWOT analysis. quality. organizational structure and process.

In fact. websites. it constituted the blue print for the collection. Kozhencherry 1.4 Research Methodology INTRODUCTION: Research in common refers to a search of knowledge. It is scientific and systematic research for pertinent information on a specific topic. 6 . measurement and analysis of data. newspapers etc. the search for knowledge through objective and systematic method of finding solutions to a problem in research RESEARCH DESIGN: ―A research design is the arrangement of conditions for collections and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure‖. In short.Organisational Study At Muthoot Hospital. Secondary data It is the information collected from those data which have already obtained by some other researcher or they are already been existed in records. In fact. the research design is the conceptual structure within which research is conducted. research is an art of scientific investigation. The Advanced Learner‘s Dictionary of current English lays down the meaning of research is a careful investigation or inquiry especially through search for new fact in any branch of knowledge. magazines. Secondary data for this study were collected from the books. Primary data required for this study were generated from the employees and also from discussion made with the authorities of the organization.5 Sources of Data Data‘s for the research are collected mainly from two sources Primary data Secondary data Primary data It refers to the first hand data (information) which is original in character that an investigator himself collects from the respondents. 1.

The investigator asks them questions pertaining to the study and collects the desired information. 1. In spite of all these limitations.6 Data Collection and Instruments observation Personal interview There is a face-to-face contact between the investigator and informants. the following limitations were found:    It is a time consuming process The busy schedule of the personnel made it difficult to conduct a proper interview with all of them. Kozhencherry 1.Organisational Study At Muthoot Hospital. adequate care has been taken to derive at more reliable conclusion 7 .7 Limitations of the Study Since the limitations of the study have been a major threat to the researcher during the study.

Organisational Study At Muthoot Hospital. Kozhencherry CHAPTER -2 ORGANISATION AND PROFILES 8 .

In older days the hospital were guest house the for the shelter of the homeless and for the treatment of travelers. 9 . both curative and preventive and whose outpatient services reach out to the family and its home environment the hospital is also centre for training of the health workers and for bio-social research‖ The functions of the hospital are: 1) Cares of the sick and injured 2) Prevention of disease and promotion of health 3) Diagnosis and treatment of disease 4) Rehabilitation and vocational training 5) Medical education 6) Research The health care industry is considered as an industry or profession which includes people s exercise of skill or providing of the service released to the preservation or improvement of the health of individuals or the treatment of the care of individuals who are injurselik. The delivery on an expanding group of trained professionals coming together as an inter disciplinary team The health care industry is one of the world‘s largest and fastest growing industries. In the modern times.Organisational Study At Muthoot Hospital. Kozhencherry 2. the function of which is to provide for the population the complete health care. Various factors such as increasing prevalence of diseases. According to WHO ―a hospital is an integral part of social and medical organization. disabled or infirm. The hospital services market represents one of the most lucrative segments of the Indian healthcare industry. . improving affordability and rising penetration of health insurance continue to fuel growth in the Indian hospital industry. The word hospital comes from the word ―hospes‖ which means ‗the host‘.1 INDUSTRY PROFILE Hospitals are organized institution for the care of the sick and injured. however the chief function of the hospital has been the care and the treatment of the sick.

This translates to $34 per capita. thanks to greater affluence and better hygiene. By 2013. Many of the rural poor must rely on alternative forms of treatment. India‘s healthcare sector is projected to grow to nearly $40 billion. estimated at roughly $1 trillion. Growing population and economy one driver of growth in the healthcare sector is India‘s booming population. By 2030. which currently stands at roughly 9%. the population is projected to reach 1. By 2025. the result of better healthcare facilities and the government‘s emphasis on eradicating diseases such as hepatitis and polio among infants. and that it will be the only emerging economy to maintain such a robust pace of growth. life expectancy is rapidly approaching the levels of the western world. and the sector is expanding rapidly.1 billion and increasing at a 2% annual rate. where two-thirds of India‘s hospitals and health centers are located. and the India in which the majority of the population lives—a country whose residents have limited or no access to quality care. The growing elderly population will place an enormous burden on India‘s healthcare infrastructure. currently 1. which is practiced mainly in urban areas. Unless there is a decline in the combined federal and state government deficit.6 billion. the opportunity for significantly higher public health spending will be limited. or roughly 6% of GDP. During the 1990s. in terms of revenue and employment. The private sector accounts for more than 80% of total healthcare spending in India. The healthcare division When it comes to healthcare. Goldman Sachs predicts that the Indian economy will expand by at least 5% annually for the next 45 years (see chart).Organisational Study At Muthoot Hospital. India is expected to surpass China as the world‘s most populous nation. Today the total value of the sector is more than $34 billion. The Indian economy. such as ayurvedic 10 . there are two India‘s: the country with that provides highquality medical care to middle-class Indians and medical tourists. Indian healthcare grew at a compound annual rate of 16%. By 2050. is growing in tandem with the population. an estimated 189 million Indians will be at least 60 years of age—triple the number in 2004. In addition. Kozhencherry Healthcare Industry in India Healthcare is one of India‘s largest sectors. This population increase is due in part to a decline in infant mortality. Today only 25% of the Indian population has access to Western (allopathic) medicine.

Among other things. While the rural poor are underserved. ophthalmology. and relatively low cost to address the spiralling healthcare costs of the western world. Bihar. The aim of the Mission is to provide effective healthcare to India‘s rural population. India‘s private hospitals excel in fields such as cardiology. Nagaland. English-speaking medical staff. Through the Mission. Mizoram. A Google search of ―India medical tourism‖ turns up more than two million results. Medical tourism on the rise Medical tourism is one of the major external drivers of growth of the Indian healthcare sector. The urban poor fare even worse. Kozhencherry medicine. Rajasthan. with a focus on 18 states that have low public health indicators and/or inadequate infrastructure. in some cases at less than one-tenth the cost incurred in the US (see chart). Jharkhand. India provides best-in-class treatment. Orissa. These include Arunachal Pradesh. Tripura. the government launched the National Rural Health Mission 2005-2012 in April 2005. Assam. such as cataract surgery. Meghalaya. gastroenterology. Chhattisgarh. the government is working to increase the capabilities of primary medical facilities in rural areas. 11 . by providing equipment and training primary care physicians in how to perform basic surgeries. Uttaranchal and Uttar Pradesh. and ease the burden on to tertiary care centers in the cities. because they cannot afford to visit the private facilities that thrive in India‘s cities. Sikkim. The emergence of India as a destination for medical tourism leverages the country‘s well educated. Madhya Pradesh. Himachal Pradesh. joint replacement. at least they can access the limited number of government-support medical facilities that are available to them. Jammu & Kashmir. The federal government has begun taking steps to improve rural healthcare. state-of-theart private hospitals and diagnostic facilities. unani and acupuncture. transplants and urology.Organisational Study At Muthoot Hospital. Manipur. orthopaedic surgery.

Organisational Study At Muthoot Hospital. including unani. ayurvedic and homeopathic medicine. Healthcare infrastructure expansion 12 .000 medical tourists were treated at Indian facilities in 2004 (up from 10. In addition to receiving traditional medical treatments. as well as expedited visas for overseas patients seeking medical care in India. a medical college and paramedical college. To encourage the growth of medical tourism. The number of medical tourists visiting Kerala was close to 15. a growing number of western tourists are traveling to India to pursue alternate medicines such as ayurveda. will cost an estimated $493 million. and the number has been growing at 25-30% annually. on 43 acres of land. The Medi City will integrate allopathic care with alternative treatments. which could contribute $5 billion to the economy. including lower import duties and higher depreciation rates on medical equipment.000 in 2006 and is expected to reach 100. according to the Confederation of Indian Industries.4 An estimated 180. the Indian government is supporting an initiative by well known heart surgeon Dr. in southwestern India. the government also is providing a variety of incentives.000 by 2015 To capitalize on medical tourism and build a sustained public-private partnership in the hospital industry. and it will provide telemedicine services as well. Naresh Trehan to build a ―Medi City‖ in Gurgaon. Indian medical tourism was estimated at $350 million in 2006 and has the potential to grow into a $2 billion industry by 2012. on the outskirts of Delhi.000 just five years earlier). The compound will include a 900-bed hospital that supports 17 super specialties. India has the potential to attract one million medical tourists each year. which has blossomed in the state of Kerala. The project. Kozhencherry According to a joint study by the Confederation of Indian Industry and McKinsey.

It is estimated that 450. The government is expected to contribute only 15-20% of the total. providing an enormous opportunity for private players to fill the gap. Kozhencherry An enormous amount of private capital will be required in the coming years to enhance and expand India‘s healthcare infrastructure to meet the needs of a growing population and an influx of medical tourists.6 million in a chain of diagnostics facilities. 13 . according to the World Health Organization. This is only one-fifth of the world average.7 billion.Organisational Study At Muthoot Hospital. along with Metropolis Health Services Ltd.000 additional hospital beds will be required by 2010—an investment estimated at $25.960. there also has been a surge of growth in so-called ―super specialty‖ hospitals. General Electric announced a $250 million investment in infrastructure and healthcare projects in India. the country‘s largest private equity fund. links to other medical centers. which is 3. has invested $8. For instance. sophisticated equipment. Recently we have seen many new investments in healthcare infrastructure facilities in India. And in 2006. ICICI Venture. and the ability to treat a broad range of ailments. With the advent of private insurance and the emergence of India as a medical tourism destination. Currently India has approximately 860 beds per million populations. which have teams of specialists.

Tertiary hospitals are projected to grow faster than the overall healthcare sector. opportunities are emerging for foreign companies to create super-specialty hospitals in collaboration with Indian corporations. These centers will cater to pulmonic and stomach disorders. AIDS. that can arrest the growth of genetically transmitted maladies like cancer and diabetes. It is striving towards the development of better diagnosis facilitating healthcare equipments. Such partnerships have gained legitimacy worldwide in recent years as a major strategy for health sector development. Wockhardt Hospitals Group has partnered with Harvard Medical International to create a chain of super specialty hospitals in India. HIV. Two hospitals. like PCR tests. Government fiscal constraints are driving the growth of PPPs to help meet India‘s growing demand for healthcare infrastructure.7 In addition to a deteriorating physical infrastructure. Biotechnology has also forayed in to the world of medical science. For instance. including doctors. HIV. There also is strong demand for tertiary care hospitals. in Mumbai and Bangalore. Hepatitis. which emphasize the treatment of lifestyle diseases. oncology and orthopedics. In addition to participating in infrastructure PPPs. nurses and especially paramedics. AIDS and a host of other health problems. offering a host of medical tests for patients. The ministry of health also plans to erect diagnosis outfits across districts in Kerala. The communications technology that enables telemedicine could also be used to deliver training courses. such as the Rajiv Gandhi Super Specialty Hospital are publicprivate partnerships.Organisational Study At Muthoot Hospital. which could provide additional opportunities for private sector providers or public-private partnerships. are attracting large volumes of medical tourists from the UK and US. Health industry in Kerala The health ministry of Kerala has played a pioneering role towards the betterment of the healthcare sector in Kerala. cardiology. Life saving vaccination is also in the pipeline. focusing on specialties such as neurology. India faces a huge shortage of trained medical personnel. Kozhencherry Some of these new facilities. Tissue engineering 14 . in response to the growing incidence of lifestyle disease and the accelerating growth of medical tourism. who may be more willing than doctors to live in rural areas where access to care is limited. Sree Chitra Thirunal Institute of Medical Sciences and Technology and Rajiv Gandhi Centre for Biotechnology is famed for their ground breaking research in cancer. There is an immediate need for medical education and training.

a small town in the erstwhile Kingdom of Travancore (Kerala). Kerala is a favored restorative destination for many because of the age-old healing science of Ayurveda. The Group takes its name from the Muthoot Family based in Kerala. InformationTechnology. liver and bone. Besides. 2.750 crores in 20001-02 that billowed to Rs. The company is now managed by the third and fourth generation of its family members. It has interests in Financial Services. The Muthoot Group operates in 23 states in India. the firm was renamed as Muthoot Bankers. Healthcare. Muthoot Finance falls under the category of Systematically Important Non 15 . Media.2 ORGANISATION PROFILE The Muthoot Group is a 125-year-old business house based in India.5000 crores by 2005). holistic healing facilities available at spas.George Muthoot] ventured into financial services through a partnership firm under the name of Muthoot M. It was then later taken over by his son M George Muthoot who incorporated the Finance division of the group which was until then primarily involved in wholesale of grains and timber. Infrastructur e. George & Brothers (MMG). PowerGeneration. resorts and hotels of the state. It is wholly owned and managed by the Muthoot Family. Kozhencherry has been growing in leaps and bounds which will chart the path for successful transplantations of heart. Kerala boasts of about seven hundred and sixty Ayurveda centers that rakes in a huge money (Rs. The Company was set up by Muthoot Ninan Mathai in 1887 at Kozhencherry. Education. and had begun to finance loans using gold jewellery as collateral. The group is headquartered in Kochi. The operations of Muthoot Bankers was then renamed and incorporated as Muthoot Finance in 2001. MMG was a Chit Fund based out of Kozhencherry. and has a customer base of over 25 million. Polymer studies and bio ceramics of Sree Chitra Thirunal Institute of Medical Sciences is playing a pioneering role in this direction. Kerala Finance The origins of Muthoot Finance can be traced back to 1939 when [M. In 1971. Precious Metals and Hospitality. Plantations. The Ayurvedic Medicine Manufacture's Association is to be credited for sending the cash registers ringing.Organisational Study At Muthoot Hospital.

MPMC is importing gold bullions from Switzerland and converts them into gold coins of smaller denominations so as to suit the investment requirements of people from different income groups. Muthoot also provides various financial services such as Insurance distribution. The company has more than 3.Organisational Study At Muthoot Hospital. 2009 (―IMaCS Industry Report 2009‖) and the 2010 update to the IMaCS IndustryReport 2009 (―IMaCS Industry Report (2010 Update)‖)]. hence valuing the earlier privately held company at over $1 billion.1. or based on time and materials. Muthoot Finance. MPMC is one of the leading sellers of Gold Coins in retail market.com Muthoot Finance privately placed 4% of its paid up capital to Private Equity players . Muthoot Finance is also the highest credit rated Gold Loan Company in India. is the largest Gold Loan NBFC and has the largest network of branches for a Gold Loan NBFC in India. Muthoot Finance was selected as one of the Top 10 Finance companies to work for in India by Naukri. whether projectbased outsourcing / assignments. according to the IMaCS Research & Analytics Industry Reports [Gold Loans Market in India. The coins are sold through more than 3400 outlets of Muthoot Finance Ltd. Gold Coins/Bars are sold in 16 . Wealth Management. The Core Products of Emsyne are Edge . Money Transfer and Vehicle & Asset Finance. the information technology wing of the group develops products for the service.57 billion. Foreign Exchange. Kozhencherry Banking Financial Company (NBFCs) of the RBI guidelines. selling Coins & Bars of 999 Pure 24 Carat gold and silver across India through the outlets of Muthoot Finance. Muthoot Finance is the second largest company in Kerala. ‗Muthoot Gold Power‘ is the lifestyle product of Muthoot Finance aimed at mobilizing the Household gold in India which is estimated to be more than 15000 tonnes. Muthoot Finance according to its company website has "the largest gold loan portfolio in the country". first being Federal Bank. Emsyne offers on site and offshore services. Information technology Emsyne.Barings India and Matrix Partners India for Rs.510 branches spread across 23 states of the country and is the largest gold loan company in India. education and healthcare industry.Innovative Banking Automation System Precious Metals Muthoot Precious Metals Corporation (MPMC) is one of the Group companies of Muthoot Group. In terms of market capitalization.Educational Institutions Management System Finex .

From January 2012 MPMC is expanding its horizons.. Hotels & hospitality Muthoot Hotels operates a 4 star resort in Thekkady (Kerala) and also operates 12 houseboats in the backwaters of Kerala under the brand Muthoot River Escapes. Muthoot has a track record of more than 30 completed projects including commercial and residential spaces. 50 & 100grams denominations. In the 17 . 4. Chatrapathy Sivaji.Organisational Study At Muthoot Hospital. Alphonsa. Coins are marketed in attractive blister packing‘s with Muthoot‘s certificate of Purity and MPMCight. Golden Temple. Lord Ayyappa. from a Trading company to a gold Investment Company. St. Mary Matha.George and Normal Coins etc. MPMC has silver coins in 20. The station would be focusing on knowledge centric and local content and will be targeting the information and entertainment needs of Chennai's intelligent community. Housing & infrastructure The projects of Muthoot Builders are primarily situated in central and south Kerala. Lord Sri Venkateswara (Balaji). Our lady of Velankanni. 1. Lord Ganesha.5. MPMC has the gold & silver coins imprinted with the images of deities and monuments such as Goddess lakshmi. 20 and 50grams denominations. Other divisions Muthoot has interests in Power Generation through windmill farms in the state of Tamil Nadu. St. Kaapi Club is a chain of South Indian coffee outlets managed by Muthoot Hotels. St. 2. Lord Sri Padmanabha. 8. Healthcare The Group operates several Diagnostic & Scan centers throughout Kerala and 2 multispecialty hospitals in Kozhencherry and Pathanamthitta. Kozhencherry denominations of 0. Gregorious. The group also manages a school in New Delhi and 2 Nursing Colleges in Kerala. Muthoot Hotels is in the process of constructing a 5 star luxury hotel in the city of Kochi and 5 star beach resort in Mararikulam. 10. Media Chennai Live 104.8 is India's first talk radio FM station.

Kerala. the group has acquired 1000 acres of land in Sawantvadi. the Foundation has been extending financial aid for its employees as part of the Staff Welfare measures. Mar Gregorious Memorial Muthoot Medical Centre has a host of unique features as a 407 bedded multi specialty hospital. Housed in a cluster of majestic buildings of architectural excellence and surrounded by the scenic enchanting hillocks. Community support is a corporate responsibility. MGM Muthoot medical centre is a multispecialty hospital founded in 1988. 18 . Philanthropy Muthoot M George Charity Foundation Set up in memory of the Late M. Every branch of The Muthoot Group is actively involved in Community Development and Social Welfare. Maharashtra as a pilot planting of rubber. George Charitable Foundation is approached by numerous organizations and individuals requesting financial and medical assistance. MGM Muthoot Medical Centre is a division of Muthoot Health Care. It is very important for a corporate to support the community in which it operates. The Muthoot Foundation frequently grants medical and financial aid to deserving individuals through its welfare programs. They are both organizations established in 1989. Environment research foundation The Periyar Foundation set up by Muthoot Hotels is based in the town of Thekkady. The Muthoot Group maintains its position as a valued and responsible corporate citizen by enhancing the quality of life in the communities where they do business. nestles Mar Gregarious Memorial Muthoot Medical Centre. Muthoot Medical Centers at Kozhencherry and Pathanamthitta are super specialty hospitals set up in the rural areas of Kozhencherry and Pathanamthitta. The Muthoot Group is a well known business group in India spread over 16 diversified areas. The Muthoot M. near the Periyar National Park has undertaken several projects for the conservation of the national park including 'vasantha sena' and a research study along with the National Institute of Advance Studies for the conservation of 'Nocturnal Flying Squirrels Tucked away amidst sylvan surroundings and picturesque Kozhencherry.Organisational Study At Muthoot Hospital. George Muthoot. Kozhencherry year 2008 the group re-entered the plantation business.

para clinic and ayurvedic.Organisational Study At Muthoot Hospital.Dr. a multispecialty modern hospital . This 407 bedded ISO certified hospital with a credo of. ―pursuit of excellence‖ delivers state –of –the art professional care coupled with efficient and empathetic nursing care. Set in tandom with this is state of the art clinic. The health care division is running through its motto ―pursuit of excellence‖. clinic. catering to a large population. Muthoot groups health care division owns a sister concern at Pathanamthitta . It now caters to the. many one in remote rural area. MGM Muthoot was founded by Late. MGM Muthoot Medical Centre was founded with the venerable vision of bringing the best available health care to Kozhencherry.5 MRI scanners and 12 CT machines in different location . As of now. this Medical Centre has been in the continuous pursuits of excellence. best – equipped and the fastest growing medical centre in Kerala. where the Muthoot Medical Centre grew remarkably adding value and care for patients well beyond the precincts of Kozhencherry. Muthoot medical centre was founded with a vision of bringing all available modern facilities of the different specialties of medical sciences within the reach of the common man. which is in the blossom of the Holy Sabarimala this eco-friendly and insurance-friendly hospital offers state-of-the-art therapeutic service in all established genres– both clinical and non-clinical. Situated in the heart of Pathanamthitta. beyond the limits of central Travancore and its surroundings and offers therapeutic modes in all established clinical specialties.George Kurien MRCP. MGM Muthoot Medical centre offers state of the art therapeutic modes in all established genres. It has already earned a reputation of being the best staffed. pathology diagnostic centers. 19 . Today this multispecialty hospital offering 15 specialty and 9 super specialty hospitals. Kozhencherry Founded under the aegis of the Muthoot Group. medical needs of a population well.

creed. we believe in being honest and genuine Accessible to our patients We are committed to service excellence and continuous performance improvement. dentists and specialists. physicians and employees in Central Travancore because of our patient‘s pre eminent patient care Integrity is everything we do. MOTTO “PURSUIT OF EXCELLENCE” COMPETITORS  Poyanni hospital. Chengannur  Pushpagiri hospital. social and spiritual well being of the patients and community VISION To be a prominent community member known for meeting the healthcare needs of the entire community through incomparable patient care and wellness programs. Triruvalla 20 . As a community healthcare services provider. we remain attentive to the health and well being of those we serve through education. Maintain high standards by recruiting and retaining excellent staff. which contribute to the physical. To be the hospital of choice for patients. physicians. gender or social standing. outreach and other innovative services. passion and commitment to assure the very best healthcare. to a rural community in a financially responsible manner.Organisational Study At Muthoot Hospital. psychological. Kozhencherry  Century hospital. serving all with a spirit of equality regardless of religion. caste. age. Kozhencherry MISSION MGM Muthoot Medical Centre is a medical institution dedicated to providing quality patient care with attention to clinical excellence.

computerized stress lab. conference hall. M. neurology. Echocardiography . George Muthoot -------------Chairman Mr.Joint Managing Director Mrs. George Alexander Muthoot---------Managing Director Mr. radiation. Georgi Kurien Muthoot---------. nursing station The fourth floor Orthopedic room 21 .ray. There are also wards for patients shifted from the ICU.    The second floor Surgical ward. dietician‘s room.G. George Jacob Muthoot----------. George Mathew Muthoot ------------Chief Medical Director Mr. Minor Operation Theatre . George Thomas Muthoot-------------Joint Managing Director Mr. Kozhencherry BOARD OF DIRECTORS Dr. Color Doppler echo lab. Valsa Kurien Muthoot-------------Director Mr. cardiologist. ICU . cash counter.G block c) G. Dialysis unit. X. Divisional Manager‘s room. medical out patients department. pharmacy. ECG . consulting room of nephrologists. nephrology.Executive Director There are 4 blocks : a) M. casualty. The third floor Medical ward.G Block b) A.K block d) Centinary block a) THE MG BLOCK This block consists of five floors  The ground floor Reception .Organisational Study At Muthoot Hospital. Electrophysiology lab. injection room. nursing station. and bronchospirometry( PET ). Spirometry . ICCU .  The first floor Department of cardiology.

   The second floor Nursing student hostel The third floor Surgical and ortho ward. nursing station. diabetic resource centre. Kozhencherry  The fifth floor Pediatrics. ENT. quality assurance department. ophthalmology . CT scan. administrator .Organisational Study At Muthoot Hospital. director . psychiatry. medical superintendent. CSSD  The third floor Inpatient medical records. store. executive rooms b) THE AG BLOCK This block consists of 4 floors:  Canteen  The ground floor The first floor Consulting rooms of skin specialists.   The first floor Gynecology ward. chapel The second floor Department of anesthesiology. recovery room. housekeeping section 22 . labor room. nursing station The fourth floor Department of physiotherapy. endoscopic department. the rooms of chairman . hr departments. board room. physiotherapy class room. anesthesiology. Operation theatre. nursery. rehabilitation centre c) THE GK BLOCK This block consists of 3 floors  The ground floor Consulting room of gynecologist. accounts . pediatrician. dental .

surgical ICU facilities with ventilations and modern operational theaters 24 hours blood bank facility Ambulance service on call Supporting services           Front office Administration Public relation House keeping Medical records Finance Human resource management Central stores Security services Pharmacy 24 hours -7 days a week 23 . OT. blood bank FEATURES Dedicated team of      Doctors Nurses Paramedical Auxiliary staff State-of-the-art equipments Accidents and emergency care     24 hours accidents and emergency units ICCU OR IMCU . lab. Kozhencherry d) THE CENTENARY BLOCK Physiotherapy.Organisational Study At Muthoot Hospital.

Kozhencherry   All the essential drugs are available IP pharmacy for admitted patient OPERATION THEATRE        Description The OT of the hospital undertakes the operations in the following specialties: Ophthalmic and ENT surgery General surgery and pediatric surgery Orthopedic surgery Maxillofacial surgery Gynaec and obstetrics The OT is classified into 5 types. They are 1) Ortho. eye 2) Vascular. ENT 3) Gynaec and obstetrics surgery 4) Small procedures 5) Septic cases Laboratory         Micro biological department Reception Bio-chemistry department Hematology department Facilities are available to the public without consultation Major test are authorized to Muthoot MRI Trivandrum Urology Blood bank 24 .Organisational Study At Muthoot Hospital.

. 50% lab and procedures for OP visit Subsidized medical coverage for staff and department 25 . Kozhencherry Community health program    Domiciliary medical assistance for bedridden patients Free medical camps in remote villages Concessional treatment for auto rickshaw drivers as patients Insurance friendly hospital   Cashless inpatients treatment for health card holders Tie up with major insurance companies Academics       DNB family medicine General nursing and mid-wifery course Bsc nursing DMLT( CMAI) CCU training OT Technician course LEAVE DETAILS      Casual leave – 1 year 12 days casual leave i. monthly one causal leave Sick leave.10 days in 1 year Annual leave – after completion of 12 months eligible for 20 days and not allow less than 4 days in one time Maternity leave.1 day and not allow more than 2 days together STAFF BENEFITS    Free consultation 20% discount for medicine.30 days after 12 months service completion and 60 days after 24 months.Organisational Study At Muthoot Hospital.e. This type of leave only taken by once in two years Working off.

shall be communicated through notice or register of communication or exhibited in the notice board provided that if any particular employee is required for a different period he shall be notified to that effect in advance.73 Paramedical. post OP) Day time a) 1:1 (for ventilator and highly critical areas ) b) 1:1 (for other ICU cases) 26 Total no of employees – 615 Doctors.there will be a shift for administrative staff and 2. Each employee should work minimum of 8 hours duty per day and 6 days per week .         STAFF RATIO 1) Nursing category Critical areas (all ICU. The employee shall also attend the work anytime outside the regular hours of work if in the opinion of the employee‘s superior officer or any of them.83 Maintenance and civil.38 Others. dialysis.37 Education. such attendance or presence is necessary for the efficient running of the hospital or establishment.Organisational Study At Muthoot Hospital.52 Nurses.62 . Kozhencherry ENQUIRY    Attending phone calls Giving relevant information to the individuals visiting the hospital Booking facility WORKING TIME The period and hours of work for all classes of employees in each shift.270 Administration. 3 shifts for auxillary and nursing staff respectively.

7.00am – 5.30am – 4.00pm) 6.00am (8 hours duty with resting time) 7.00am – 5.00pm . Kozhencherry Night time a) 1: 1 ( for ventilator and highly critical areas ) b) 1:3 (for other ICU cases) 2) Rooms Daytime a) 1:6 (1 staff nurse for 6 patients) Night time a) 1:10 3) Wards Daytime a) 1:18-10 b) 1: 10 – 12 Working hours for administrative category       8.00pm 7.Organisational Study At Muthoot Hospital.00pm – 8.30am – 6.00pm – 4.00pm 5.00pm (7 ½ hours duty with a break of 3 hours from 1.30am (7 ½ hours duty with resting time) Working hours for auxiliary category Working hours for nursing category 27 .00pm (8 hours duty with 1 hour lunch break) 8.

Organisational Study At Muthoot Hospital. Kozhencherry CHAPTER.3 ANALYSIS OF ORGANISATION STRUTURE AND FUNCTIONS 28 .

Kozhencherry 3.Organisational Study At Muthoot Hospital.1 Organizational Chart 29 .

Kozhencherry 3. The main function of HR is welfare of the employees. the staff welfare committee meets at the corporate office and decision is taken case to case. more than 70 employees have received help from the charity foundation set up in memory of the founder chairman Late Shri m George Muthoot. Financial aid are extended to MGM medical centre‘s employees as part of the staff welfare measures within a year‘s time.1 HUMAN RESOURCE DEPARTMENT In the hospital HRD mainly deals with the matters related to the employees such as receiving application from the candidates. The aid includes: 1) Support in basic educational expenditure of the dependent children 2) For the medical treatment of their dependents 3) For the marriage of their dependent children 4) For the funeral of their dependents 5) In times of accidents and emergencies Other features  Every month. conduct interviews. Salary is given on the 6th of every month. Suggestion boxes are hung in each floor of the blocks.Organisational Study At Muthoot Hospital. Promotions are encouraged on the basis of experienced. give effective training to the new staffs etc.2 Functional Area Analysis 3.2. 30 .        Details pertaining to vacancies are displayed on the notice board and advertised in papers ( Malayala Manorama on Wednesday employment opportunities section) The applicants send in their bio-data and a date is fixed for a walk-in-register Transfers to its sister-concern in Pathanamthitta are possible. Under the human resource department comes the issuance if ID card and recording of punching machine entries. Also there is a Bru coffee counter at the entrance and 1/5th of the income goes to the staff welfare fund.

 Exit interviews are conducted for the quitting employees and for the inpatients at the time of discharge. It also gives details of the type of leave being taken by the staff i.e..Organisational Study At Muthoot Hospital. spouse and two children covering up to an amount of rs 1 lakh. up to 20 days annual leave can be taken.  Casual leave is given once a month. On the basis of this evaluation promotion or increase in salary is done 3) TRAINING REGISTER This register includes the details about training and orientation given to the new employees 4) INTERVEIW REGISTER This register include the details about the interviews conducted by the hospital authorities 5) APPLICATION RECEIVE REGISTER The register gives the details of the applications received from the applicant 6) HOLIDAY REGISTER This register includes the number of holidays that employees can take. After 3 months. 7) CERTIFICATE ISSUE REGISTER It gives details of the certificates that are being issued from the HR department.  Mediclaim coverage for the employees. REGISTERS KEPT IN HRD 1) LEAVE REGISTER In the leave register the details about the leaves taken by the employees and the number of balance of leave is shown. whether it is a sick leave or casual leave or annual leave 2) APPRASIAL REGISTER The performance of staff is evaluated in every 6 months. 31 . up to 10 days sick leave can be taken after the completion of one year. Kozhencherry  No deserving case are declined or kept in abeyance.

when they are moving out during the working time.Organisational Study At Muthoot Hospital. Kozhencherry 8) ATTENDANCE REGISTER It gives the attendance of the staffs. Employees are supposed to put signature in the register before they start working 9) MOVEMENT REGISTER Each employee should write in the movement register . 10) ID CARD REGISTER 11) MATERNITY REGISTER MAIN FUNCTION OF HR        Performance appraisal Induction programmed Training Promotion and increment Leave absence recording Recruitment Conduct interviews VARIOUS FORMS ISSUED FROM HR DEPARTMENT        Induction form Performance appraisal form Clearance form Man power requisition form Interview assessment form Application form Leave form 32 .

Once the OP files are identified. OP consultation fee 2. there is a front office manager who has the overall control and regulates the front office activities. NEW REGISTRATION COUNTER The new registrants are given a form to be filled and the data is fed into the computer.2. Information desk Allotment of rooms THE FOURTH COUNTER IS QUITE LIKE A MULTI-SERVICE COUNTER WHERE ALL THE PHONE CALLS ARE BEING ATTENDED TO. A medical receptionist is a broader categorization for all type of receptionist working in the industry.Organisational Study At Muthoot Hospital. In addition to the above. after the payment of consultation fees they are given the taken. HANDLE 33 . the front office manager handles communications with the police concerning the MLC (medico legal cases). Kozhencherry 3. A print-out is taken. REPEAT REGISTER COUNTER The OP card is instructed to be put in a slot at the counter from where one of the staff takes them to the adjacent room where the OP files are kept. The front office manager manages the hospital vehicles and ensures that the rooms are neat. There are four counters: 1. they are brought into the counter. Connected indirectly to all the medical departments through initiating files. THE THIRD ATTENDS TO ENQUIRIES ABOUT INPATIENTS AS WELL AS THE OUTPATIENTS   4. They are asked for the doctor‘s name and if the doctor is available. neatly folded to fit into a plastic cover and the OP card is ready to be handed over to the patient. Fully computerized with real-time connections to the administration and accounts departments.2 FRONT OFFICE Front office is the main centre for the customer relationship. Internal auditing conducted three days in a week. There is a total of 18 front office staff out of which there are two for transferring the patients file to the respective doctor. Merging of files is possible 3. In this section.

dealing with such calls promptly in a professional manner and re-directing appropriate calls to other individuals or departments within and outside environment. greeting and welcoming visitors Entering visitors details into visit log book Taking incoming telephone calls. 34 . it is engaged Doctors appointment books are maintained where advance booking arrangements are encouraged and this can be done in two ways At the counter make the advance booking along with the payment and the patient receives a booking receipt along with the token number for the scheduled day so that the patient could just drop in on time   It is possible to phone up for an appointment Separate books are maintained for each doctor DUTIES AND RESPONSIBILITIES OF FRONT DESK       Provide information service Receiving and processing reservation or appointment Communication and coordination with other departments Meeting .Organisational Study At Muthoot Hospital. Kozhencherry ADVANCE BOOKINGS AND ARRANGE FOR STORE ORDERS THROUGH TELEPHONE The features are:      There are 7 lines with call waiting and call transfers options with all the extension numbers right on the computer screen facilitating a better and prompt service The screen also retrieves the residence number as well as the mobile numbers of the doctors If an extension number is disabled.

scan centre .2.3 SYSTEM DEPARTMENT Hierarchy of the department The services are exclusively housed in a spacious AC room. pharmacy. store.   Specific software has been developed in association with the InfoTech for the accounts. Kozhencherry IMPORTANT REGISTERS 1) IP registers 2) OP registers 3) OP movement registers 4) IP movement registers 5) Repeat IP register 6) Accident information registers 7) Key register 8) Birth and patients register 9) Referred patients register 10) OP registers new patient record 3. laboratory and front office sections Full back-up conducted on a daily basis 35 .Organisational Study At Muthoot Hospital.

Kozhencherry     The files are compressed with WinZip Annual maintenance contract with magna systems Future plans involve web and on-line marketing measures which would eventually lead to a close collaboration with the marketing department The human resource department is also linked in such a way that the employee details regarding the payroll are fed into the computer DUTIES      Hospital system administration and control Installation of new system and softwares Data record maintenance Training Maintenance of computer systems 3.2.Organisational Study At Muthoot Hospital.4 MEDICAL RECORD DEPARTMENT 36 .

Different registers used in MRD 1) REFERENCE REGISTER / REFERRAL REGISTER 37 . The MRD is responsible for keeping the medical records of patient. Kozhencherry The medical records today‘s are a complication of pertinent facts including patients lift and health history .Organisational Study At Muthoot Hospital. coding disease and surgical procedure according to international classification of disease and procedure is done and entered into the computer files are arranged in assembling records files are arranged chronologically. Previous days IP and OP records are brought to MRD from respective wards details in viewed are verified with details of discharged patients are entered in discharge register. including past and present illness and treatment written by professionals is dependable for patient care.

2) DISCHARGE REGISTER This register includes IP and OP number of the patients under which department he/she was treated. 5) CODING REGISTER In this register IP number of the patient and disease code are depicted. patient‘s first visit and patient‘s last visit. 7) OP DISCARDING REGISTER This register includes patient name. treating physician name. OP number. date and disease of new and old cases. date of admission and date of reference and reason. cause of death. date of death. Disease code are followed according to ICD-10 6) COMMUNICABLE DISEASE REGISTER This register includes patient‘s details. patients name and IP number should be written. disease etc. This register is used for entering only the communicable disease. disease code and date of discharge. IP and OP number. Kozhencherry This register include the details of patient. 3) OP Movement registers This register includes OP number of the patient and patient name. date of admission. to which department files are going to. should be recorded 38 . date of admission. 8) MORTALITY REGISTER This register include IP number .Organisational Study At Muthoot Hospital. patient‘s name. 4) IP movement registers It include details .

2.5 PUBLIC RELATION DEPARTMENT Hierarchy of the department 39 . They should keep the incomplete files to the corresponding doctors OP/IP for completing the files They should write daily discharge list in discharge register They should tick the required IP files on discharge list They should conduct deficiency checking Disease codes are followed according to ICD-10th revision 3.Organisational Study At Muthoot Hospital. Kozhencherry FUNCTIONS OF MEDICAL RECORD DEPARTMENT            They should write the daily census They should receive the discharge files By analyzing the discharge summary they should enter the date of discharge diagnosis and other details in IP files The files arranging should be in the assembling order The files should keep OP and IP register They should conduct daily chart meeting.

Kozhencherry The public relation department is one of the main departments of the hospital. publication as newsletter handling calls from the media. Standard health check up 2. as well as writing and creating various materials that promote the services officials at the facility. administers and patients and therefore must have excellent communication skills. Some of their responsibilities include writing for internal. 1) ICCI prudential life insurance 2) Life Insurance Corporation of India  In the hospital there are four schemes. managers. nurses.Organisational Study At Muthoot Hospital. 1. Diabetic health check up 3. The schemes are taicored to meet the needs of the executives and their family. Individuals who specialize in health care public relation are in charge of handling the internal and external communication for health care facility. Public relation specialists may also be called upon to prepare a maritime plan that highlights various aspects of the organization DUTIES    All type of public problems is handled by the public relation office. They interact with physicians. Master health check up 4. The insurance companies that deals with . Ladies health check up    Encourage the specialists and other service group on the hospital and provide the PRO and logistic support for such meeting Any other work or duty assigned by medical superintend or administration etc. Even the patient‘s problems are handled by them. Help to arrange blood donors in case of emergencies Major highlights   The third party medical insurance claim facility from 15 major companies Approval by ECHS for cashless treatment for ex-service man 40 .

Kozhencherry    Approval hospital by BSNL for cashless treatment for their employees Several packages schemes in Muthoot hospital Privilege card are given to the persons who have RS50000 around in their banks.1500 41 .1100 2) Diabetic Health Check up scheme for RS. With their privilege card is renewed by divisional manager of the hospital for outpatient service  The health check up scheme of the hospital offers a non-stop comprehensive screening service Three types of health check up packages 1) Standard Health Check up package which charges Rs.Organisational Study At Muthoot Hospital.2500 3) Master Heath Check up scheme charging RS.3000 4) Ladies health check up scheme charging RS.

2. GENERAL LABORATORY PROCEDURE       Maintain the necessary records on investigation and submit the reports to the MO.Organisational Study At Muthoot Hospital.6 LAB Hierarchy of the department A laboratory is a facility that provides countersued condition in which scientific research experiment measurements may be performed. PHC and ensure the safe storage at materials received 42 . Ensure that equipments are kept clean Prepare monthly report regarding work Handle and maintain microscope Sterilize the equipments as required Indent for supplies for the laboratory through the MO. Kozhencherry 3. PHC etc.

To study these protisiticated bioanalytical techniques. It should be cleaned well. such as NMR or mass and fluorescence spectroscopy are used.Organisational Study At Muthoot Hospital. 3-D problem structure interaction with enzyme and purification of enzymes. Inoculation and culture should be performed under sterile condition in the laminar test should wash their hands before and after every experiments BIOCHEMISTRY LAB Biochemistry lab is a lab where we perform experiments based on enzyme kinetics. It should be placed which should be kept under very sterile condition the people who work in the lab should be very careful while performing the test. While doing tests instruments should be sterile and after doing experiments. The infrastructure facilities of blood bank are according to the criteria given by Drug Controller of India. BLOOD BANK Blood bank is bank for blood or blood components gathered at the result of blood donation start and reserved for later use in blood transaction. The blood bank consists of five major functional areas: 1) Donor complex 43 . Kozhencherry REGISTERS         Packaged register ECHS register OP register Outside register Endoscopy and biopsy register Widal register AFB register Microbiology lab register MICROBIOLOGY LAB Microbiology lab is a lab where perform test to elected the presence or absence of micromere.

Kozhencherry 2) Storage room 3) Component preparation room 4) Serology lab 5) TTD lab Many hospital blood banks perform the testing to determine the blood type of patient and identify compellable blood product for blood transfusion. This could also be done by a contracted laboratory. 44 .Organisational Study At Muthoot Hospital. Blood components are separated by configuring and either separated as blood plasma or different blood components. Functions of blood bank       Donor recruitment Blood collection Testing of blood Component preparation and supply Teaching Research Registers  Donor records  Record of results and laboratory  Patient records  Equipment checking registers  Reagent expense register  Purchase requisition register etc.

7 CASUALTY Hierarchy of the department Casualty provides hospital care outside the normal working hours for risk patient mainly surgical and medical emergencies and trauma. 45 .Organisational Study At Muthoot Hospital. It is also called as accident and emergency department. Accident and emergency services offers 24 hours of service. Kozhencherry 3.2.

Kozhencherry The word casualty means. vaccination given. issued quantity.Organisational Study At Muthoot Hospital. the patient will get admitted. balance are catered 5. police intimation number are entered. oxygen cylinder. date and time of incident. surgical. sex. balance are entered 46 . issued quantity. Registers 1. treatment. In the hospital casualty is department to manage the patient requiring emergency drugs. OP NO. Other equipments seen in casualty are ventilators. ambiances. age. Trauma register It used to register the trauma patients details. equipments. drip set and ECG medicine and enatrchial tube. intend quantity. age. sex. intend quantity. MLC charges. name. In the register the details regarding accident cases such as SL NO. Replacement register Used to register the replacement details of medicines. op number. Sl no. age. at that time his files will move from casualty to ward. Vaccination register Used to register the patients who have taken vaccines. sex. serial number. In the casualty emergency drugs are kept in a trolley. catheter. In this register sl no. sl no. 4. date and time of examination. senior consultants. alleged cause. If a patient is too serious and entered in the casualty. time. name and address. name and signature of the consultant CMO etc 3. an accident causing an injury or death. MLC register It is used for accident cases. duty no. Stock register Used to register the stock items. details of injuries. remark are entered 2. Date.

safe effective and well organized nursing care. In ward primary purpose of the nursing service is to provide comprehensive. address. The nursing education section has the responsibility of preparing nursing students to become professional nurses. OP.2. admission no. name.Organisational Study At Muthoot Hospital. ward. population no. age. The ward management includes 1) Management of patient care 2) Management of personnel 3) Management of supplies and equipment 4) Management of environment IMPORTANT REGISTERS 1) Admissions and discharge register 2) Day and night report register 3) Meeting book 4) Rounds book 5) Sending and borrowing register 6) PRO visit book 7) Dobby registers 8) TRP book 9) Injection book 47 . place. WARD MANAGEMENT The ward management is the responsibility of the head nurse and her nursing team. ETCU or unit. room no. Kozhencherry 6. sex. Through the personal of department other personal who function in the nursing service department may include the auxiuary personnel-nurse aids and domestic who handle the nonnursing service.8 WARD The term ward means division of hospital or a separate room. IP no. complaints etc are catered 3. ETCU register Used to register the all details of the patient in ETCU sl no. trinage.

Organisational Study At Muthoot Hospital. Radiology direct and array of imaging technologies. nucleus medicine. computed eomography.2. MRI co diagnose and trust disease radiology that 48 . especially as used in medicine. report it to the higher authorities 6) Discharge summary given to the patient and another copy kept in the file 3.9 RIADIOLOGY DEPARTMENT Hierarchy of the department Radiology is the scientific study of x-rays and other high energy radiation. Kozhencherry 10) Duty list book Duties and responsibilities 1) Make sure that care given to the patient 2) Alert at every time 3) Good contact patient with the patient 4) Information passing to the patient and it receive at right time 5) If any problem created in the ward. such as ultra sound.

Some registers keeping in the radiology department they are:     X-ray register ECG register CT register USG register Importance of x-ray diagnosis X-ray and radiology service are very important diagnostic and therapeutic department they help in:      Diagnosis of the disease in pneumonia . his medical record will record will come to that department. Procedure done when a patient arrives on radiology department When a patient arrives on the hospital with any disease. magnetic field and radiology. if he is subjected to undergo CT scan. x-ray tube and control unit. 49 . lung abscess Treatment ( in therapeutic procedure) Prognosis It is vital the functioning of the department be efficient in orders to have rapid service and quick diagnosis Some of the x-ray equipments are generator. All the investigation forms and files will add to that patient record. The register include all the information about patient and the procedure done after scanning his records will go to other department if any procedures have to be done.Organisational Study At Muthoot Hospital. Kozhencherry involves the use of x-ray is known as roentgenology. But the modern days radiological imaging with high frequency sound waves.

10 ADMINISTRATIVE DEPARTMENT The managing director followed by medical superintendent. etc are to be translated into the operations to achieve the goal Hospital administration a) Hospital administration shall be carried out through various functions like administrative. Kozhencherry 3. there shall be proper and effective information system. to be aware and take effective and timely actions required. The services are:        Administration of other departments Maintain attendance register Interviewing prospective employees Recruitment and selection Sending acknowledgements Maintenance of leave books Approval and payment of salary and other benefits to employee Procedure Hospital organization a) Proper planning is required to locate.2. d) In strategic planning. clinical and financial b) In order that the administration is more effective.Organisational Study At Muthoot Hospital. the objectives of the hospital including purpose. executed and monitored and improved upon c) The infrastructural facilities. It is one of the important departments in the hospital as well as all other department come under this. near future and for long term are to be thoroughly conceptualized. kind of service. The communication facility shall be properly established 50 . layout and set up facilities for establishing the hospital as organization b) The total activities to be established at present. administrator. environmental requirements and resources to be made available including trained and skilled man power are to be planned and made available. superintendent. administrative assistants and PRO heads of the administrative department.

proper delegation of tasks shall be carried out and activities monitored so that the delegated activities are executed responsible and authority d) Regular review meetings are to be conducted and progress of activities entrusted with different agencies are monitored effectively e) Personal required for different department shall be made available through recruitment and training. which shall be ensured j) Patient feedback and general quality implementation process shall be properly adhered to and remedial or preventive actions are to be taken 51 . their recruitment. extent of controls on activities etc shall be managed g) The procurement of medicines. the importance of all the paramedical staff. posting.Organisational Study At Muthoot Hospital. f) Taking into consideration. Kozhencherry c) From the administration to down the line. other materials shall be planned and executed as per standards procedures h) To meet and foster good relations with government authorities and the general public i) All the front office staff. Their performance shall be monitored and effectively controlled. especially those who directly face the patients shall be more effective.

Disbursal of the medicine to the IP and OP patients and different departments and nursing stations are monitored through the module. The department has three counters with 27 employees The duties:     Producing purchasing order Placing orders of medicine and other surgical items Ensuring minimum level of stock Distribution of medicine to patients at market price 52 .Organisational Study At Muthoot Hospital. Kozhencherry 3.2.11 PHARMACY Hierarchy of the department The hospital has 24 hours working pharmacy.

its approved alternatives. relevant rules and regulations.Organisational Study At Muthoot Hospital. Kozhencherry   Discount schemes Sales price correction Procedure The pharmacy staff shall be qualified and trained personnel having necessary skill. knowledge and experience in the pharmacy function The pharmacy staff shall have the information about latest medicine. maintenance of required registers or files etc Pharmacy and store shall have sufficient racks or shelf suitably identified for storage of medicine and other related items Doctors samples shall not kept in the pharmacy Records including those to satisfy statutory rules and regulations shall be maintained Stock position shall be updated after each receipt and issue in relevant registers or computer files 53 .

when to purchase and so on. how to purchase. Purchase in charge invites quotation for the supply of medicine from different department.2. Kozhencherry 3. Purchase order of heavy equipments is issued from administrative department PROCEDURE Purchasing process-equipment In case of equipment or machinery purchase. On receipt of purchase order the purchase in charge will make necessary steps for purchasing medicine that has been mentioned in the purchase order.Organisational Study At Muthoot Hospital. Plans are made by the purchase department about what to purchase. The HOD purchase shall forward the same with his recommendation to the medical superindent for getting approval for purchase 54 . After getting the purchase order from the pharmacy the purchase in charge make the arrangement for purchasing the medicine required. the concerned lab in charge shall forward requisition to the HOD purchase along with the detailed specification of the equipment.12 PURCHASE DEPARTMENT Hierarchy of the department The purchasing department has the responsibility to all suppliers and equipment for the hospital.

payment terms. detailed product specifications. guarantee.Organisational Study At Muthoot Hospital. availability of service. installation. The members who attend the discussion shall be: 1) Medical superintendent 2) Administrator 3) Doctor 4) Concerned dept-in charge 5) Nursing superintendent 6) Supplier representatives The final decision on the selection of supplier shall be taken after negotiating or considering on aspects like warranty. discount offered. delivery date. 55 . salient features of the equipment etc. Kozhencherry Medical superintend shall either select the supplier as per the conditions or shall instruct the administrator or concerned department in charge to arrange for the technical or commercial discussion with the selected supplier The administrator or department in charge shall arrange for the technical or commercial discussion on a date convenient to all members.

Organisational Study At Muthoot Hospital. All problems arising will be raised and discussed at the regular dietary meetings held on 2nd Saturday of every month 56 .2. Kozhencherry 3. 3) Solving the issues Dieticians shall meet patients in random everyday to get a direct feedback about the food served.13 DIETARY Hierarchy of the department Description 1) Quality assurance of food preparation The head cook or dietician or other hospital staff shall taste the food prepared for the patients and ensure the quality of the food being served to the patients The supply of food to the patients shall not commence without approval of the manager. 2) Feedback about food service The food service feedback sheet shall be provided to each patient before their discharge from the hospital for their feedback about the food services The same shall be collected by the dietician or food service supervisors and be analyzed for improvements.

Organisational Study At Muthoot Hospital. the human resource.journal entries. lab investigations . the systems and the marketing department Weekly audit is being conducted by a representative of the Muthoot group The accounts department consists of seven employees who are in charge of the accounts department. These transactions are dealt with on behave of their sister concern banks The finance department can make purchases up to an amount of RS 5000. if it goes above 5000 it requires the purchase committees approval.scanning and pharmacy Payment is made through monthly settlements. maintaining ledger and cash books This department deals with foreign currency transactions as well as issuance of travelers cheques. Kozhencherry 3. Main duties of accounts department         Salary and wage administration Retirement Gratuity and other personal departments Verifying stock statements Attending legal and departmental proceedings Verifying of purchase bill Expense bill Renewal of various licenses 57 . the front office. medicines and petty expenses Salary is given through union bank of India The finance activities include preparation of final bill .14 ACCOUNTS DEPARTMENT There is one finance manager. the purchase committee informs the manufacturing companies and a quotation is invited A cash-credit account is being maintained and a check of up to rupees one lakh can be issued by the department The finance department is linked with the pharmacy. one accountant. 5 assistant accounts and one cashier     Revenue is from the inpatient bills. the lab. general purchase items.2.

The aim is to prevent loss of muscle tone and to restore full function to the limbs and body. operation and illness Procedure In-patients 1) Consultants refer patients for various rehabilitation services 2) Consultant‘s brief physiotherapist provides treatment accordingly. It includes instructions for practices at home.2. Kozhencherry 3. Patients are also overseen by the consultant physiatrist who makes occasional changes in the treatment plan 58 . operation and illness from an integral part of health service.15 PHYSIOTHERAPY Hierarchy of the department Rehabilitation after injury.Organisational Study At Muthoot Hospital. Duties    Rehabilitation of patients Providing exercise for patients Re-education in movement of body after injury.

Organisational Study At Muthoot Hospital. the treatment is provided and instruction or advices are also given as required The patient are advised to pay the required charges at the payment counters and secretary will cross check the bill with the amount given by the therapist The patient. Kozhencherry 3) Physiotherapists accompany the consultants medical officers during their rounds and check the improvements of the patients on a daily basis and the progress is watched Out-patients Consultants refers the patients to the physical medicine department and patients sent from the OP counter Physiatrist examines the patient and prescribes based on the prescription from the physiatrist. who are coming directly for the physical medicine consultation takes the OP ticket and consultation and necessary treatment or exercise advice of the physiatrist. 59 .

16 GENERAL MAINTEANANCE DEPARTMENT Hierarchy of the department DESCRIPTION The maintenance supervisor shall respect the areas for any defects. welding .2. 2) Preventive maintenance planning and execution The BMF department shall plan the preventive maintenance activities through annual preventive maintenance activities through an annual preventive maintenance plan 60 . upholstery and painting) Procedure 1) Equipment management All the bio-medical equipment of the hospital shall be controlled using a unique identification number issued by BMF department. Kozhencherry 3. This number shall be visibly labeled on all the biomedical equipment for easy identification.Organisational Study At Muthoot Hospital. This shall be entered in the maintenance register ( carpenter.

On management approval a copy of the work order shall be forwarded to the finance and accounts department the details of the repairs or service done shall be recorded in the equipment history registers 3.17 STORES Hierarchy of the department 61 . In case an outside service agency is to be engaged for the repair or servicing activity.Organisational Study At Muthoot Hospital. Kozhencherry based on the annual preventive maintenance plan the internal preventive maintenance activites and AMC visits of the service providers shall be planned and executed on a monthly basis the details of the preventive maintenance or service done for each equipment shall be recorded in the equipment history register 3) Breakdown maintenance The user departments shall intimate the BME on the breakdowns or complaints using the breakdown requisition note on the receipt on the breakdown requisition note the BME shall analyze the nature of the breakdown or complaint. the bio-medical engineering staff shall raise a work order detailing the nature and cost of work.2.

quality. The objective of this department is to plan for. external appearance etc shall be carried out by the stores –in –charge before acceptance 2) The details of the receipt like suppliers name.Organisational Study At Muthoot Hospital. store. invoice or bill or delivery chellan number. quantity and quality Store the goods Issue item to various departments in response to their requisition Keep reports about all issues Given information about its activities to finance department Training & education Maintain store documents and confidential files Procedure 1) A preliminary quality checking like item. The department is fully computerized. The two main function of store department are  Purchase function  Stores function Duties and responsibilities           Maintain evaluate general stores items as per hospital needs Maintain stock. date of supply. relevant purchase order number etc are entered in the relevant computers 62 . number of packages or items. acquire. suppliers and inventories Receive goods ordered Check the received goods against invoiced price. move and control materials to optimize the usage of facilities to provide customer service in accordance with organizational goals. Apart from the main store department. The hospital equipment. store and issue the hospital need. name of the item. condition of packaging. surgical equipment and general items are issued by the stores department. The department works under FIFO method. value. there are sub stores working under other departments. Kozhencherry The main function of store department is to purchase.

Organisational Study At Muthoot Hospital. The store-in-charge shall ensure that only accepted items or materials are issued for use 5) On receipt of store indent from the user department. The approved samples shall be identified and stored till the supply is completed 4) Items pending inspection shall be stored in the designated areas. inspections shall be carried out comparing the received items with the approved samples. the inspection status and date of inspection shall be displayed in the stage bin 8) stores-in-charge shall ensure that the regular or fast moving items have adequate stock always. so that the emergency local purchase can be avoided 9) All stores related records shall be up to date and verification of stores shall be conducted once in a year. suitable corrective actions taken if deviations are detected. Kozhencherry 3) In the case when approved samples are available. Important register     Stock purchase register Stock issue register Stock ledger Stock transfer register 63 . duly signed by the authorized person material or items shall be issued 6) Stock position shall be updated after each receipt and issue of the items or materials 7) The items having limited shelf-life shall be inspected once in six months either by the stores-in-charge or by the user department.

They have taken a "patient-centered" approach to healthcare while at the same time using the most up-to-date medical evidence and the best in technology.18 QUALITY ASSURANCE DEPARTMENT Hierarchy of the department The goal of the Quality Assurance Department at MGM Muthoot Medical Centre is that the patients must receive the best care possible.2. healthcare quality. compassionate environment. the Quality Assurance Department at MGM Muthoot Medical Centre focuses on patient safety. Kozhencherry 3. They intend to continue our tradition of providing high quality care in a caring.Organisational Study At Muthoot Hospital. and having open lines of communication within the hospital community 64 . In order to maintain high standards.

19 MARKETING DEPARTMENT Hierarchy of the department 65 . Kozhencherry Quality improvement program consist of evaluating              Indicators from various departments Performance standards Actions against noscominal infections Time delay studies Incident report analysis Various other audit reports Customer feedback Adverse drug reaction Training conducted Research availability Risk management Implementation of corrective action Quality assurance program in radiology. 3.2. OT.Organisational Study At Muthoot Hospital. lab. ICCU The quality assurance department has quality indicator registers of each department.

equipments as well as the doctors There are also commendable internal marketing measures and that is targeted at the employees. They are also encouraged to freely speak out their problems. field work etc. informing about the new doctors taking charge and referring patients In case. equipments and so on. media and politicians) and the customers (the patients and bystanders) ensuring everyone‘s satisfaction is crucial and projecting a positive image is what marketing is all about The functions are:      The marketing department has taken the initiative to set up public relations a counter The idea of exit interviews were introduced by the marketing department The latest marketing strategy is the introduction of insurance schemes exclusively targeted at the less fortunate sections of the society Promotes awareness on the latest facilities . handing over brochures. The primary step is in categorizing customers: the influencers whose opinions matter (suppliers or distributors. Therefore. Kozhencherry The duty of marketing department is to attract maximum customers to hospital. doctors. schemes. in this hospital MD is integrated to PRD formation technology in MIS.Organisational Study At Muthoot Hospital. cluster groups are formed among the employees to nurture healthy interpersonal relations as well as in promoting awareness about the various benefits. The doctor is frequently updated with the condition of the patient The marketing department attempts to build up a confidence in the referred doctor that the patients return to the original doctor and at the same time attempts to create a good image in the patients regarding the hospital and their treatment 66 . the referred doctor is promptly informed of the condition of the patient and the medical assistance provided. issues and satisfaction levels    Facilitate doctor to doctor interaction under the banner of the Indian medical association through doctors programmes and seminars Internal public relations activities for better patient relations and supplement awareness through brochures External marketing activities in 4 ways: Doctors of other hospitals through communication. intimating medical developments. by conducting medical camps. of referred patients.

Kozhencherry Other hospitals. their condition and the room where they are in so that the public relations officers can meet them 67 . seminars and awareness programmes for the general public Other indirect marketing efforts include health articles in newspapers.in collaboration with the charity organizations like lions club and rotorary club. post-employment health check-up and annual health check-up This hospital has a tie-up with SBI for emergency treatment on credit and the payment need be gradually made within 30 days The NGOs. administration and the deciding staff The additional facilities offered by the hospital are elaborately expressed and the other hospital is welcomed to utilized its resource Organizations.Organisational Study At Muthoot Hospital.promote good relations with their management. health. magazines and Vanitha and through Media-talk programs on TV This department keeps in touch with the front office for details of patients. offices.it involves building up relations with factories. banks and schools by providing health check-up packages. The organizations usually go for pre-employment health check-up. this hospital conducts medical camps.

Organisational Study At Muthoot Hospital. Kozhencherry 3. The hospital is particular in keeping the hospital as well as the surroundings clean as possible.2.20 HOUSE-KEEPING DEPARTMENT Hierarchy of the department Scrupulous cleanliness and aseptic techniques are essential for the maintenance of health. conditioning 68 . The wastes are managed in an efficient manner LINEN AND LAUNDRY Procedure Method of washing 1) Soiled linen Will undergo the usual process of washing. prevention of infection and curing of disease.

segregation. transport. A major portion of the non-degradable waste are collected by an outside agency called IMAGE (registered under government of Kerala). Kozhencherry 2) Infected linen To be collected in bags handled carefully. disinfection. identification and disposal of different types of wastes The wastes are potential source for infection and hence its collection and disposal merit highest priority Necessary identified containers are provided at different locations for their collection. The hospital employees are advised to separate the waste in different colored bags provided by the agency. Issue of washing material 1) The issue of washing material like soap and soda etc will be done by the general stores 2) Frequency of change of linen 3) The bed linen will be changed daily and also changed when a new patient is admitted after discharge of the old patient 3. treatment and disposal 2) Waste reduction Whenever possible the use of disposables may be limited by the extent required 69 . labour room should usually be prewashed by the cleaning staff before being sent to the final washing.21 WASTE MANAGEMENT Muthoot hospital is considered as an environment friendly hospital as it manages the waste efficiently.2.acute surgical wards .Organisational Study At Muthoot Hospital. conditioning 3) Washing arrangements The washing of hospital linen is being done by machine very dirty and soiled linen obtained from OT . it will be processed through sluicing and subjected to soakage in disinfectant solution prior to normal process of washing. The employees of IMAGE come daily to collect the wastes. Procedure 1) General Awareness should be given to everyone in the hospital for the generation. collection.

Kozhencherry 3) Segregation at source General wastes are including kitchen wastes. paramedical employees on source reduction. on specified occasions shall be shifted to other locations for incineration or land filling as the case may be The containers after disposal of the contents shall be replaced at the specified locations after disinfection 5) Awareness and training The most important aspect is the education and training to all concerned including medical. segregation. infections waste. wards etc shall be collected in identifiable containers at locations Whenever possible one type of waste shall be deposited in a particular container suitably identified The container when not in use shall be kept properly covered to avoid spillage or misuse 4) Transportation The containers. dry waste (paper. packing. lab. glass ware and metal).including pathological and anatomical. transport and disposal 70 . chemical waste including effluents from different locations. disinfection.Organisational Study At Muthoot Hospital.

Kozhencherry 3. The advantages of becoming an ECHS member are as under: a) The scheme will provide quality Medicare to all pensioners. After one month of treatment the hospital will give treatment bill to polyclinic and the polyclinic will pay it to the hospital.22 ECHS Hierarchy of the department Ex-servicemen contributory health scheme was launched with effect from 1st April 2003 . through a network of polyclinics in Military and non-military stations c) The scheme is fully financed by the government. 71 . From the polyclinic they refer patients to ECHS authorized specialty hospital.Organisational Study At Muthoot Hospital. d) An ECHS member who possesses an ECHS smart card can avail immediate treatment at any ECHS polyclinic anywhere in India. b) It covers complete spectrum of ESM settled in far flung areas.2. their widows and authorized dependants. and is within easy to reach.the aim of the scheme are to provide quality Medicare to its members and their authorized dependents through ECHS polyclinic. e) There is no restriction on age or medical condition at the time of seeking membership of the scheme.

Organisational Study At Muthoot Hospital. Kozhencherry CHAPTER 4 SWOT ANALYSIS 72 .

Organisational Study At Muthoot Hospital, Kozhencherry

4.1 SWOT ANALYSIS STRENGTH         Modern sophisticated equipment and facilities Goodwill of the firm The hospital has experienced doctors providing quality services Availability of expertise nursing staff Availability of job description for all level of nurses Periodically evaluation for nursing staffs Availability of in-service education program and training Availability of hospital infrastructure

WEAKNESS     Specialist‘s services not available on all days The hospital is not fully computerized No full-time TMT technician No intranet and extranet facilities available

OPPURTUNITIES      Beneficial package for patients Implementing NABH standards Location of hospital serves large population, more available connections and resources Easy of public transport to the hospital Opportunity to create training program and courses in health by collaboration with the

health faculties that trainee their students in the hospital

THREATS   Competition Employee turnover 73

Organisational Study At Muthoot Hospital, Kozhencherry

   

Lowest staff income in comparison with other hospitals The inability to attract and retain the nursing staffs due to lower salaries High nurse salaries in other countries

74

Organisational Study At Muthoot Hospital, Kozhencherry

4.2 FINDINGS                          Modern sophisticated equipments and facilities 24 hours working casualty , ambulance , radiology and imaging , CT scan ,blood bank ,ultra sounds , pharmacy , lab, x-ray , ECG and accident and emergency facilities Radiological services like spiral CT scan ,ultra sound, color Doppler, 500ma x-ray etc Well established laboratory services like microbiology, biochemistry, histopathology etc Ultra modern dialysis unit Dietary services and canteen Modern physiotherapy department Majority of the employees having nine hours working schedule Some of the employees are not satisfied with the remuneration given by the hospital The employees are satisfied with canteen facility The staffs are satisfied with medical facility There is no bonus scheme in the organization It was found that, the staffs are satisfied with regarding treatment expenses There is no specialists service on all days The working conditions provided by the hospital were good The organization uses modern technology The co-workers relationship in the organization is good The organization was got ISO award There is a good co-ordination between departments of the organization The staffs are working as a group in order to achieve goals Availability of skilled staffs The organization aims to ensure a safe working environment in all our staffs The organization has less parking facilities The hospital has experienced doctors providing quality services The study , opinion about the hospital is good 75

Kozhencherry 4.Organisational Study At Muthoot Hospital.3 SUGGESTIONS           Specialists service not available on all days More computers have to be implemented for each department To improve the parking facility The bonus schemes are started for all staffs To organizations should make sure to fill in the vaccines as soon as possible to avoid giving extra pressure on the existing employees The organization should do study on the welfare activities in other organization and make a new welfare scheme which is satisfactory to all employees Reduction in the price of canteen food can be provided to the patients and visitors Proper training should give to the employees to get familiar with new softwares Increase the amount of salary according to the new employees To develop flexible policies in the organization 76 .

A disease free life is everyone‘s dream and desire. Health screening also manages your health risk profile and promotes a healthier lifestyle and a quality life. Sometimes. and the key to good health lies in preventive medicine. The hospital can function better if it concentrates on hospitals management aspect wherein the work of certain departments are divided further to lessen the burden of worked. Kozhencherry CONCLUSION Too many people find that diseases creep on them unknown. Now it is emerging as an industry with the coming of many multi specialty and super specialty hospitals.Organisational Study At Muthoot Hospital. Preventive healthcare is the key to preventing such unpleasant surprises. it may be too late to save a patient by the time a disease is discovered. The long years of experience and standing in the medical field are of great advantage. 77 . At present there are 15 specialty and 9 specialty medical services It is a modern multispecialty hospital which has the capability of becoming one of the top hospitals in India. Kozhencherry is a 407 bedded hospital. Hospital is a service organization. Health screening identifies potential risk factors and medical problems early. Mar Gregarious Memorial Muthoot Medical Centre (P) ltd.

― welfare .net .Organisational Study At Muthoot Hospital.2001” Biswanth ray ( 2001).com www. ― personnel management .muthoothospital. “ hand book of medical laboratory technology” C.who. Carman . 78 .B Mamoria.com www. choice and development” Brochures and notice Websites: www.muthootgroup. H. Kozhencherry BIBLIOGRAPHY      Robert.

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