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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The world health organization (WHO) has defined the highest possible level of health as ―physical. Hygienic condition of living 3.1 Introduction Organization is a social unit of people. Nutritious diet 2. It will also provide better picture about the organization structure and the hierarchy of various position in the organization. The study also throws light into the future plans of the company. procedures and programs adopted by the company. Kozhencherry 1. systematically arranged and managed to meet a need or to pursue collective goals on continuing basis. The maxim that ―health is wealth‖ highlights the increasing importance of health. The organization study at MGM Muthoot Medical Centre is conducted for understanding more about the structure and functioning of various departments in the organization. Information about good health care 5. April 6th is celebrated as world health day. responsibilities and authority to carry out defined task. 2001] The components of good health care are: 1. In the fast moving world illness is increasing day by day. 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. All organization has management structures that determine the relationship between different functions and positions and delegate roles. It also gives an opportunity to interact with the people working in the organization. Existence of good health facilities like hospital and medical treatment facilities 4 . Safe drinking water 4. Good health is an integral part of social development and hence it creates wealth considering its importance all over the world. The study also gives a better understanding about the history of the company and its different phases of development since its inception. It also helps in identifying and studying the various policies.Organisational Study At Muthoot Hospital. 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. So health care has a vital role in modern society. mental and social well being and not merely the absence of disease or infirmity‖ [biswanath.

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

newspapers etc. It is scientific and systematic research for pertinent information on a specific topic. it constituted the blue print for the collection. In fact. 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‖. 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.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. In short.4 Research Methodology INTRODUCTION: Research in common refers to a search of knowledge.Organisational Study At Muthoot Hospital. In fact. magazines. Primary data required for this study were generated from the employees and also from discussion made with the authorities of the organization. Kozhencherry 1. Secondary data for this study were collected from the books. 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. 1. 6 . websites. measurement and analysis of data. the research design is the conceptual structure within which research is conducted.

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.7 Limitations of the Study Since the limitations of the study have been a major threat to the researcher during the study. 1. The investigator asks them questions pertaining to the study and collects the desired information.Organisational Study At Muthoot Hospital. adequate care has been taken to derive at more reliable conclusion 7 . Kozhencherry 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.

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

The hospital services market represents one of the most lucrative segments of the Indian healthcare industry. Kozhencherry 2. According to WHO ―a hospital is an integral part of social and medical organization. The word hospital comes from the word ―hospes‖ which means ‗the host‘. 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. improving affordability and rising penetration of health insurance continue to fuel growth in the Indian hospital industry. In the modern times. 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. the function of which is to provide for the population the complete health care. disabled or infirm. Various factors such as increasing prevalence of diseases.Organisational Study At Muthoot Hospital. however the chief function of the hospital has been the care and the treatment of the sick. In older days the hospital were guest house the for the shelter of the homeless and for the treatment of travelers. 9 . .1 INDUSTRY PROFILE Hospitals are organized institution for the care of the sick and injured.

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

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

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

the country‘s largest private equity fund. links to other medical centers. General Electric announced a $250 million investment in infrastructure and healthcare projects in India. 13 . With the advent of private insurance and the emergence of India as a medical tourism destination. The government is expected to contribute only 15-20% of the total. It is estimated that 450. 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. Recently we have seen many new investments in healthcare infrastructure facilities in India. along with Metropolis Health Services Ltd. providing an enormous opportunity for private players to fill the gap. which is 3. And in 2006. This is only one-fifth of the world average. has invested $8.7 billion.960.Organisational Study At Muthoot Hospital.6 million in a chain of diagnostics facilities. Currently India has approximately 860 beds per million populations. according to the World Health Organization. For instance. there also has been a surge of growth in so-called ―super specialty‖ hospitals.000 additional hospital beds will be required by 2010—an investment estimated at $25. ICICI Venture. which have teams of specialists. sophisticated equipment. and the ability to treat a broad range of ailments.

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

The group is headquartered in Kochi. 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. George & Brothers (MMG).5000 crores by 2005). a small town in the erstwhile Kingdom of Travancore (Kerala).750 crores in 20001-02 that billowed to Rs. It has interests in Financial Services.2 ORGANISATION PROFILE The Muthoot Group is a 125-year-old business house based in India. Plantations. holistic healing facilities available at spas. Kerala boasts of about seven hundred and sixty Ayurveda centers that rakes in a huge money (Rs. liver and bone.George Muthoot] ventured into financial services through a partnership firm under the name of Muthoot M. The Muthoot Group operates in 23 states in India. resorts and hotels of the state. It is wholly owned and managed by the Muthoot Family. Kerala Finance The origins of Muthoot Finance can be traced back to 1939 when [M. PowerGeneration. 2. the firm was renamed as Muthoot Bankers. InformationTechnology. The operations of Muthoot Bankers was then renamed and incorporated as Muthoot Finance in 2001. The Group takes its name from the Muthoot Family based in Kerala. and has a customer base of over 25 million.Organisational Study At Muthoot Hospital. Media. and had begun to finance loans using gold jewellery as collateral. Kerala is a favored restorative destination for many because of the age-old healing science of Ayurveda. Besides. Healthcare. Infrastructur e. Education. The company is now managed by the third and fourth generation of its family members. Precious Metals and Hospitality. Polymer studies and bio ceramics of Sree Chitra Thirunal Institute of Medical Sciences is playing a pioneering role in this direction. MMG was a Chit Fund based out of Kozhencherry. The Company was set up by Muthoot Ninan Mathai in 1887 at Kozhencherry. The Ayurvedic Medicine Manufacture's Association is to be credited for sending the cash registers ringing. Muthoot Finance falls under the category of Systematically Important Non 15 . In 1971. Kozhencherry has been growing in leaps and bounds which will chart the path for successful transplantations of heart.

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

Kozhencherry denominations of 0. Our lady of Velankanni. Media Chennai Live 104. 20 and 50grams denominations. St. Lord Sri Padmanabha. The group also manages a school in New Delhi and 2 Nursing Colleges in Kerala. 4. From January 2012 MPMC is expanding its horizons. 10. MPMC has the gold & silver coins imprinted with the images of deities and monuments such as Goddess lakshmi. Lord Ganesha. 2. 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. 8. from a Trading company to a gold Investment Company. Kaapi Club is a chain of South Indian coffee outlets managed by Muthoot Hotels.George and Normal Coins etc. 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. Healthcare The Group operates several Diagnostic & Scan centers throughout Kerala and 2 multispecialty hospitals in Kozhencherry and Pathanamthitta. Coins are marketed in attractive blister packing‘s with Muthoot‘s certificate of Purity and MPMCight. Mary Matha..5. 50 & 100grams denominations. Chatrapathy Sivaji. Gregorious. Other divisions Muthoot has interests in Power Generation through windmill farms in the state of Tamil Nadu. In the 17 . Housing & infrastructure The projects of Muthoot Builders are primarily situated in central and south Kerala. Lord Ayyappa. MPMC has silver coins in 20.Organisational Study At Muthoot Hospital. Lord Sri Venkateswara (Balaji). St. St. 1. Golden Temple.8 is India's first talk radio FM station. Muthoot has a track record of more than 30 completed projects including commercial and residential spaces. Alphonsa. 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.

The Muthoot Foundation frequently grants medical and financial aid to deserving individuals through its welfare programs. Environment research foundation The Periyar Foundation set up by Muthoot Hotels is based in the town of Thekkady.Organisational Study At Muthoot Hospital. Kerala. MGM Muthoot Medical Centre is a division of Muthoot Health Care. Community support is a corporate responsibility. 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. The Muthoot Group is a well known business group in India spread over 16 diversified areas. Maharashtra as a pilot planting of rubber. George Charitable Foundation is approached by numerous organizations and individuals requesting financial and medical assistance. 18 . Every branch of The Muthoot Group is actively involved in Community Development and Social Welfare. 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. They are both organizations established in 1989. Philanthropy Muthoot M George Charity Foundation Set up in memory of the Late M. the group has acquired 1000 acres of land in Sawantvadi. nestles Mar Gregarious Memorial Muthoot Medical Centre. Housed in a cluster of majestic buildings of architectural excellence and surrounded by the scenic enchanting hillocks. The Muthoot M. Kozhencherry year 2008 the group re-entered the plantation business. 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. MGM Muthoot medical centre is a multispecialty hospital founded in 1988. Muthoot Medical Centers at Kozhencherry and Pathanamthitta are super specialty hospitals set up in the rural areas of Kozhencherry and Pathanamthitta. George Muthoot. It is very important for a corporate to support the community in which it operates.

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

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

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

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

OT. Kozhencherry d) THE CENTENARY BLOCK Physiotherapy. lab. 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 . 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 .Organisational Study At Muthoot Hospital.

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. eye 2) Vascular. 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.

This type of leave only taken by once in two years Working off. 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.Organisational Study At Muthoot Hospital.. 50% lab and procedures for OP visit Subsidized medical coverage for staff and department 25 . monthly one causal leave Sick leave.1 day and not allow more than 2 days together STAFF BENEFITS    Free consultation 20% discount for medicine.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.e.30 days after 12 months service completion and 60 days after 24 months.

37 Education. 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.Organisational Study At Muthoot Hospital. 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.38 Others. 3 shifts for auxillary and nursing staff respectively.         STAFF RATIO 1) Nursing category Critical areas (all ICU.52 Nurses. 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. Each employee should work minimum of 8 hours duty per day and 6 days per week .62 . such attendance or presence is necessary for the efficient running of the hospital or establishment.83 Maintenance and civil.270 Administration. 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.73 Paramedical. dialysis.there will be a shift for administrative staff and 2.

30am – 4.30am – 6.00pm) 6.00pm 7.00am (8 hours duty with resting time) 7.00am – 5.00pm .00pm – 4.7.Organisational Study At Muthoot Hospital.00pm (7 ½ hours duty with a break of 3 hours from 1.00pm – 8.00am – 5.00pm (8 hours duty with 1 hour lunch break) 8.30am (7 ½ hours duty with resting time) Working hours for auxiliary category Working hours for nursing category 27 .00pm 5. 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.

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

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

more than 70 employees have received help from the charity foundation set up in memory of the founder chairman Late Shri m George Muthoot. Salary is given on the 6th of every month. conduct interviews. Financial aid are extended to MGM medical centre‘s employees as part of the staff welfare measures within a year‘s time. Also there is a Bru coffee counter at the entrance and 1/5th of the income goes to the staff welfare fund. Under the human resource department comes the issuance if ID card and recording of punching machine entries. 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.2 Functional Area Analysis 3. 30 . give effective training to the new staffs etc.1 HUMAN RESOURCE DEPARTMENT In the hospital HRD mainly deals with the matters related to the employees such as receiving application from the candidates. Suggestion boxes are hung in each floor of the blocks. 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.        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. Promotions are encouraged on the basis of experienced. Kozhencherry 3.2.Organisational Study At Muthoot Hospital.

 Casual leave is given once a month. up to 20 days annual leave can be taken. up to 10 days sick leave can be taken after the completion of one year. 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.  Mediclaim coverage for the employees..e. Kozhencherry  No deserving case are declined or kept in abeyance. 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. spouse and two children covering up to an amount of rs 1 lakh.Organisational Study At Muthoot Hospital. 7) CERTIFICATE ISSUE REGISTER It gives details of the certificates that are being issued from the HR department. After 3 months.  Exit interviews are conducted for the quitting employees and for the inpatients at the time of discharge. 31 . 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. It also gives details of the type of leave being taken by the staff i.

Organisational Study At Muthoot Hospital. when they are moving out during the working time. 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 . 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 .

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

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. 34 . greeting and welcoming visitors Entering visitors details into visit log book Taking incoming telephone calls. dealing with such calls promptly in a professional manner and re-directing appropriate calls to other individuals or departments within and outside environment. 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 .

laboratory and front office sections Full back-up conducted on a daily basis 35 . scan centre . 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.Organisational Study At Muthoot Hospital. store.2.   Specific software has been developed in association with the InfoTech for the accounts. pharmacy.3 SYSTEM DEPARTMENT Hierarchy of the department The services are exclusively housed in a spacious AC room.

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 3.4 MEDICAL RECORD DEPARTMENT 36 .2.Organisational Study At Muthoot Hospital.

Kozhencherry The medical records today‘s are a complication of pertinent facts including patients lift and health history .Organisational Study At Muthoot Hospital. The MRD is responsible for keeping the medical records of patient. Different registers used in MRD 1) REFERENCE REGISTER / REFERRAL REGISTER 37 . including past and present illness and treatment written by professionals is dependable for patient care. 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. 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.

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

2.Organisational Study At Muthoot Hospital. 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 3.5 PUBLIC RELATION DEPARTMENT Hierarchy of the department 39 . 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.

nurses. The schemes are taicored to meet the needs of the executives and their family. Standard health check up 2. 1. Diabetic health check up 3. 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. publication as newsletter handling calls from the media. They interact with physicians.Organisational Study At Muthoot Hospital. Kozhencherry The public relation department is one of the main departments of the hospital. 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. managers. administers and patients and therefore must have excellent communication skills. Some of their responsibilities include writing for internal. as well as writing and creating various materials that promote the services officials at the facility. 1) ICCI prudential life insurance 2) Life Insurance Corporation of India  In the hospital there are four schemes. Individuals who specialize in health care public relation are in charge of handling the internal and external communication for health care facility. The insurance companies that deals with . 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 . Master health check up 4. Even the patient‘s problems are handled by them.

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 .2500 3) Master Heath Check up scheme charging RS.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.3000 4) Ladies health check up scheme charging RS.

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 etc.2. Kozhencherry 3. PHC and ensure the safe storage at materials received 42 .Organisational Study At Muthoot Hospital. 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. GENERAL LABORATORY PROCEDURE       Maintain the necessary records on investigation and submit the reports to the MO.

The blood bank consists of five major functional areas: 1) Donor complex 43 . 3-D problem structure interaction with enzyme and purification of enzymes. 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. 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. such as NMR or mass and fluorescence spectroscopy are used. To study these protisiticated bioanalytical techniques. 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 cleaned well. 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.Organisational Study At Muthoot Hospital. The infrastructure facilities of blood bank are according to the criteria given by Drug Controller of India.

This could also be done by a contracted laboratory. 44 . 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.Organisational Study At Muthoot Hospital. 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.

Organisational Study At Muthoot Hospital. Kozhencherry 3. It is also called as accident and emergency department. 45 .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. Accident and emergency services offers 24 hours of service.2.

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

admission no. 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 . trinage. ETCU or unit. population no.8 WARD The term ward means division of hospital or a separate room. room no. age. Kozhencherry 6. The nursing education section has the responsibility of preparing nursing students to become professional nurses. WARD MANAGEMENT The ward management is the responsibility of the head nurse and her nursing team. In ward primary purpose of the nursing service is to provide comprehensive. complaints etc are catered 3.2. ETCU register Used to register the all details of the patient in ETCU sl no. address.Organisational Study At Muthoot Hospital. IP no. ward. OP. sex. place. safe effective and well organized nursing care. 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. name.

especially as used in medicine.9 RIADIOLOGY DEPARTMENT Hierarchy of the department Radiology is the scientific study of x-rays and other high energy radiation. such as ultra sound. Radiology direct and array of imaging technologies. nucleus medicine. MRI co diagnose and trust disease radiology that 48 . report it to the higher authorities 6) Discharge summary given to the patient and another copy kept in the file 3.2. 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.Organisational Study At Muthoot Hospital. computed eomography.

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. All the investigation forms and files will add to that patient record. his medical record will record will come to that department. Kozhencherry involves the use of x-ray is known as roentgenology. Procedure done when a patient arrives on radiology department When a patient arrives on the hospital with any disease. 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 . if he is subjected to undergo CT scan. x-ray tube and control unit. 49 . magnetic field and radiology.Organisational Study At Muthoot Hospital. But the modern days radiological imaging with high frequency sound waves. 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.

administrative assistants and PRO heads of the administrative department. the objectives of the hospital including purpose. there shall be proper and effective information system. kind of service. It is one of the important departments in the hospital as well as all other department come under this. environmental requirements and resources to be made available including trained and skilled man power are to be planned and made available. near future and for long term are to be thoroughly conceptualized. administrator. 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. executed and monitored and improved upon c) The infrastructural facilities.10 ADMINISTRATIVE DEPARTMENT The managing director followed by medical superintendent. to be aware and take effective and timely actions required. superintendent. The communication facility shall be properly established 50 .Organisational Study At Muthoot Hospital. layout and set up facilities for establishing the hospital as organization b) The total activities to be established at present. 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. d) In strategic planning.2. clinical and financial b) In order that the administration is more effective. Kozhencherry 3.

Their performance shall be monitored and effectively controlled. 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.Organisational Study At Muthoot Hospital. posting. f) Taking into consideration. Kozhencherry c) From the administration to down the line. their recruitment. especially those who directly face the patients shall be more effective. extent of controls on activities etc shall be managed g) The procurement of medicines. 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 . 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. the importance of all the paramedical staff.

2. Kozhencherry 3.11 PHARMACY Hierarchy of the department The hospital has 24 hours working pharmacy. 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.

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 . relevant rules and regulations. knowledge and experience in the pharmacy function The pharmacy staff shall have the information about latest medicine. its approved alternatives. Kozhencherry   Discount schemes Sales price correction Procedure The pharmacy staff shall be qualified and trained personnel having necessary skill.Organisational Study At Muthoot Hospital.

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

installation. availability of service. salient features of the equipment etc. delivery date.Organisational Study At Muthoot Hospital. discount offered. payment terms. 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. detailed product specifications. guarantee. 55 . 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.

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.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. 3) Solving the issues Dieticians shall meet patients in random everyday to get a direct feedback about the food served.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 . Kozhencherry 3.2.

14 ACCOUNTS DEPARTMENT There is one finance manager. Kozhencherry 3. 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. medicines and petty expenses Salary is given through union bank of India The finance activities include preparation of final bill . 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.scanning and pharmacy Payment is made through monthly settlements. if it goes above 5000 it requires the purchase committees approval. 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.Organisational Study At Muthoot Hospital. maintaining ledger and cash books This department deals with foreign currency transactions as well as issuance of travelers cheques. general purchase items. 5 assistant accounts and one cashier     Revenue is from the inpatient bills. the human resource.2. the lab. one accountant. the front office.journal entries. lab investigations . 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 .

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

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. 59 .Organisational Study At Muthoot Hospital. who are coming directly for the physical medicine consultation takes the OP ticket and consultation and necessary treatment or exercise advice of the physiatrist.

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 . welding .16 GENERAL MAINTEANANCE DEPARTMENT Hierarchy of the department DESCRIPTION The maintenance supervisor shall respect the areas for any defects. Kozhencherry 3. This shall be entered in the maintenance register ( carpenter. 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. This number shall be visibly labeled on all the biomedical equipment for easy identification.2.Organisational Study At Muthoot Hospital.

2. In case an outside service agency is to be engaged for the repair or servicing activity.Organisational Study At Muthoot Hospital. 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. the bio-medical engineering staff shall raise a work order detailing the nature and cost of work. 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.17 STORES Hierarchy of the department 61 .

relevant purchase order number etc are entered in the relevant computers 62 . name of the item.Organisational Study At Muthoot Hospital. Kozhencherry The main function of store department is to purchase. The hospital equipment. value. surgical equipment and general items are issued by the stores department. store and issue the hospital need. move and control materials to optimize the usage of facilities to provide customer service in accordance with organizational goals. there are sub stores working under other departments. invoice or bill or delivery chellan number. quality. condition of packaging. date of supply. Apart from the main store department. 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. suppliers and inventories Receive goods ordered Check the received goods against invoiced price. 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. store. The department works under FIFO method. external appearance etc shall be carried out by the stores –in –charge before acceptance 2) The details of the receipt like suppliers name. number of packages or items. The objective of this department is to plan for. The department is fully computerized. acquire.

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. 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. inspections shall be carried out comparing the received items with the approved samples. 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. 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.Organisational Study At Muthoot Hospital. Important register     Stock purchase register Stock issue register Stock ledger Stock transfer register 63 .

2. They intend to continue our tradition of providing high quality care in a caring. 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. In order to maintain high standards. Kozhencherry 3. the Quality Assurance Department at MGM Muthoot Medical Centre focuses on patient safety. healthcare quality.Organisational Study At Muthoot Hospital. and having open lines of communication within the hospital community 64 . compassionate environment.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. 3. OT. ICCU The quality assurance department has quality indicator registers of each department. lab. 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.Organisational Study At Muthoot Hospital.19 MARKETING DEPARTMENT Hierarchy of the department 65 .

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 . cluster groups are formed among the employees to nurture healthy interpersonal relations as well as in promoting awareness about the various benefits. informing about the new doctors taking charge and referring patients In case. handing over brochures. 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 . doctors. schemes. They are also encouraged to freely speak out their problems. The primary step is in categorizing customers: the influencers whose opinions matter (suppliers or distributors. Kozhencherry The duty of marketing department is to attract maximum customers to hospital. Therefore. in this hospital MD is integrated to PRD formation technology in MIS. equipments as well as the doctors There are also commendable internal marketing measures and that is targeted at the employees.Organisational Study At Muthoot Hospital. equipments and so on. the referred doctor is promptly informed of the condition of the patient and the medical assistance provided. field work etc. of referred patients. by conducting medical camps. 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.

their condition and the room where they are in so that the public relations officers can meet them 67 . The organizations usually go for pre-employment health check-up.promote good relations with their management. seminars and awareness programmes for the general public Other indirect marketing efforts include health articles in newspapers. offices.Organisational Study At Muthoot Hospital.in collaboration with the charity organizations like lions club and rotorary club. Kozhencherry Other hospitals. this hospital conducts medical camps. health.it involves building up relations with factories. banks and schools by providing health check-up packages. 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. magazines and Vanitha and through Media-talk programs on TV This department keeps in touch with the front office for details of patients. 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.

Kozhencherry 3.Organisational Study At Muthoot Hospital. 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. The hospital is particular in keeping the hospital as well as the surroundings clean as possible. conditioning 68 .2. prevention of infection and curing of disease.20 HOUSE-KEEPING DEPARTMENT Hierarchy of the department Scrupulous cleanliness and aseptic techniques are essential for the maintenance of health.

The employees of IMAGE come daily to collect the wastes. A major portion of the non-degradable waste are collected by an outside agency called IMAGE (registered under government of Kerala). transport. it will be processed through sluicing and subjected to soakage in disinfectant solution prior to normal process of washing. treatment and disposal 2) Waste reduction Whenever possible the use of disposables may be limited by the extent required 69 .21 WASTE MANAGEMENT Muthoot hospital is considered as an environment friendly hospital as it manages the waste efficiently. Kozhencherry 2) Infected linen To be collected in bags handled carefully. Procedure 1) General Awareness should be given to everyone in the hospital for the generation.acute surgical wards . conditioning 3) Washing arrangements The washing of hospital linen is being done by machine very dirty and soiled linen obtained from OT .2. 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. collection. segregation. The hospital employees are advised to separate the waste in different colored bags provided by the agency.Organisational Study At Muthoot Hospital. 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. disinfection. labour room should usually be prewashed by the cleaning staff before being sent to the final washing.

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. glass ware and metal). disinfection.Organisational Study At Muthoot Hospital. chemical waste including effluents from different locations. infections waste. paramedical employees on source reduction.including pathological and anatomical. packing. segregation. lab. 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. transport and disposal 70 . Kozhencherry 3) Segregation at source General wastes are including kitchen wastes. dry waste (paper.

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

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

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

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 .Organisational Study At Muthoot Hospital. Kozhencherry 4.

77 . The long years of experience and standing in the medical field are of great advantage. Sometimes.Organisational Study At Muthoot Hospital. A disease free life is everyone‘s dream and desire. 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. and the key to good health lies in preventive medicine. Preventive healthcare is the key to preventing such unpleasant surprises. Kozhencherry CONCLUSION Too many people find that diseases creep on them unknown. Kozhencherry is a 407 bedded hospital. Hospital is a service organization. it may be too late to save a patient by the time a disease is discovered. Health screening also manages your health risk profile and promotes a healthier lifestyle and a quality life. Health screening identifies potential risk factors and medical problems early. Mar Gregarious Memorial Muthoot Medical Centre (P) ltd. 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. Now it is emerging as an industry with the coming of many multi specialty and super specialty hospitals.

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

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