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


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.


Organisational Study At Muthoot Hospital, Kozhencherry



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

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

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

Organisational Study At Muthoot Hospital. The investigator asks them questions pertaining to the study and collects the desired information. In spite of all these limitations. 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. 1. Kozhencherry 1.6 Data Collection and Instruments observation Personal interview There is a face-to-face contact between the investigator and informants. adequate care has been taken to derive at more reliable conclusion 7 .7 Limitations of the Study Since the limitations of the study have been a major threat to the researcher during the study.

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

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

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

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

on the outskirts of Delhi.4 An estimated 180. and the number has been growing at 25-30% annually. in southwestern India. ayurvedic and homeopathic medicine. The number of medical tourists visiting Kerala was close to 15.000 in 2006 and is expected to reach 100. including lower import duties and higher depreciation rates on medical equipment. according to the Confederation of Indian Industries. a growing number of western tourists are traveling to India to pursue alternate medicines such as ayurveda. Kozhencherry According to a joint study by the Confederation of Indian Industry and McKinsey. on 43 acres of land. The project. Naresh Trehan to build a ―Medi City‖ in Gurgaon. The compound will include a 900-bed hospital that supports 17 super specialties. including unani.000 medical tourists were treated at Indian facilities in 2004 (up from 10. India has the potential to attract one million medical tourists each year. which could contribute $5 billion to the economy. In addition to receiving traditional medical treatments. a medical college and paramedical college.Organisational Study At Muthoot Hospital. which has blossomed in the state of Kerala. will cost an estimated $493 million. Healthcare infrastructure expansion 12 .000 just five years earlier).000 by 2015 To capitalize on medical tourism and build a sustained public-private partnership in the hospital industry. as well as expedited visas for overseas patients seeking medical care in India. To encourage the growth of medical tourism. Indian medical tourism was estimated at $350 million in 2006 and has the potential to grow into a $2 billion industry by 2012. and it will provide telemedicine services as well. the Indian government is supporting an initiative by well known heart surgeon Dr. the government also is providing a variety of incentives. The Medi City will integrate allopathic care with alternative treatments.

The government is expected to contribute only 15-20% of the total. General Electric announced a $250 million investment in infrastructure and healthcare projects in India.000 additional hospital beds will be required by 2010—an investment estimated at $25. ICICI Venture. 13 . 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.7 billion. For instance. the country‘s largest private equity fund.Organisational Study At Muthoot Hospital. which have teams of specialists. This is only one-fifth of the world average. and the ability to treat a broad range of ailments. Recently we have seen many new investments in healthcare infrastructure facilities in India. It is estimated that 450. providing an enormous opportunity for private players to fill the gap. links to other medical centers. And in 2006.6 million in a chain of diagnostics facilities. according to the World Health Organization. has invested $8.960. there also has been a surge of growth in so-called ―super specialty‖ hospitals. Currently India has approximately 860 beds per million populations. sophisticated equipment. which is 3. With the advent of private insurance and the emergence of India as a medical tourism destination. along with Metropolis Health Services Ltd.

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

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

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

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

Mar Gregorious Memorial Muthoot Medical Centre has a host of unique features as a 407 bedded multi specialty hospital. Community support is a corporate responsibility. They are both organizations established in 1989. George Muthoot. nestles Mar Gregarious Memorial Muthoot Medical Centre. Philanthropy Muthoot M George Charity Foundation Set up in memory of the Late M. The Muthoot Foundation frequently grants medical and financial aid to deserving individuals through its welfare programs.Organisational Study At Muthoot Hospital. 18 . the group has acquired 1000 acres of land in Sawantvadi. MGM Muthoot medical centre is a multispecialty hospital founded in 1988. It is very important for a corporate to support the community in which it operates. 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. The Muthoot Group is a well known business group in India spread over 16 diversified areas. Muthoot Medical Centers at Kozhencherry and Pathanamthitta are super specialty hospitals set up in the rural areas of Kozhencherry and Pathanamthitta. Environment research foundation The Periyar Foundation set up by Muthoot Hotels is based in the town of Thekkady. Kozhencherry year 2008 the group re-entered the plantation business. Kerala. The Muthoot M. Maharashtra as a pilot planting of rubber. MGM Muthoot Medical Centre is a division of Muthoot Health Care. the Foundation has been extending financial aid for its employees as part of the Staff Welfare measures. Housed in a cluster of majestic buildings of architectural excellence and surrounded by the scenic enchanting hillocks. 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. George Charitable Foundation is approached by numerous organizations and individuals requesting financial and medical assistance.

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

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

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

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

Kozhencherry d) THE CENTENARY BLOCK Physiotherapy. OT. lab. 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. 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 .

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 . 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.

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

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

00pm – 8.30am – 4.00pm (7 ½ hours duty with a break of 3 hours from 1. Kozhencherry Night time a) 1: 1 ( for ventilator and highly critical areas ) b) 1:3 (for other ICU cases) 2) Rooms Daytime a) 1:6 (1 staff nurse for 6 patients) Night time a) 1:10 3) Wards Daytime a) 1:18-10 b) 1: 10 – 12 Working hours for administrative category       8.00pm .30am – 6.00pm) 6.7.00pm – 4.30am (7 ½ hours duty with resting time) Working hours for auxiliary category Working hours for nursing category 27 .Organisational Study At Muthoot Hospital.00pm 7.00am (8 hours duty with resting time) 7.00pm (8 hours duty with 1 hour lunch break) 8.00am – 5.00pm 5.00am – 5.

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

Organisational Study At Muthoot Hospital. Kozhencherry 3.1 Organizational Chart 29 .

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.Organisational Study At Muthoot Hospital. Financial aid are extended to MGM medical centre‘s employees as part of the staff welfare measures within a year‘s time. 30 .1 HUMAN RESOURCE DEPARTMENT In the hospital HRD mainly deals with the matters related to the employees such as receiving application from the candidates. Promotions are encouraged on the basis of experienced. Kozhencherry 3. Salary is given on the 6th of every month. The main function of HR is welfare of the employees. give effective training to the new staffs etc. more than 70 employees have received help from the charity foundation set up in memory of the founder chairman Late Shri m George Muthoot. Also there is a Bru coffee counter at the entrance and 1/5th of the income goes to the staff welfare fund. Suggestion boxes are hung in each floor of the blocks.2.2 Functional Area Analysis 3. conduct interviews.        Details pertaining to vacancies are displayed on the notice board and advertised in papers ( Malayala Manorama on Wednesday employment opportunities section) The applicants send in their bio-data and a date is fixed for a walk-in-register Transfers to its sister-concern in Pathanamthitta are possible. Under the human resource department comes the issuance if ID card and recording of punching machine entries. the staff welfare committee meets at the corporate office and decision is taken case to case.

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

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

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

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

scan centre . pharmacy.2.3 SYSTEM DEPARTMENT Hierarchy of the department The services are exclusively housed in a spacious AC room. laboratory and front office sections Full back-up conducted on a daily basis 35 . store.Organisational Study At Muthoot Hospital. 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.   Specific software has been developed in association with the InfoTech for the accounts.

Organisational Study At Muthoot Hospital.2. 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 .

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

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

Organisational Study At Muthoot Hospital.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.2. 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.

publication as newsletter handling calls from the media. The insurance companies that deals with . Master health check up 4. nurses. 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. managers. 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. administers and patients and therefore must have excellent communication skills. Help to arrange blood donors in case of emergencies Major highlights   The third party medical insurance claim facility from 15 major companies Approval by ECHS for cashless treatment for ex-service man 40 . Kozhencherry The public relation department is one of the main departments of the hospital.Organisational Study At Muthoot Hospital. They interact with physicians. Standard health check up 2. Some of their responsibilities include writing for internal. The schemes are taicored to meet the needs of the executives and their family. 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. 1. Even the patient‘s problems are handled by them. as well as writing and creating various materials that promote the services officials at the facility. Diabetic health check up 3.

Organisational Study At Muthoot Hospital.1500 41 .1100 2) Diabetic Health Check up scheme for RS.2500 3) Master Heath Check up scheme charging RS.3000 4) Ladies health check up scheme charging 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. 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.

GENERAL LABORATORY PROCEDURE       Maintain the necessary records on investigation and submit the reports to the MO. PHC etc.6 LAB Hierarchy of the department A laboratory is a facility that provides countersued condition in which scientific research experiment measurements may be performed. Ensure that equipments are kept clean Prepare monthly report regarding work Handle and maintain microscope Sterilize the equipments as required Indent for supplies for the laboratory through the MO. Kozhencherry 3.2. PHC and ensure the safe storage at materials received 42 .Organisational Study At Muthoot Hospital.

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

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. 44 . This could also be done by a contracted laboratory. Blood components are separated by configuring and either separated as blood plasma or different blood components. 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.

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

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

The nursing education section has the responsibility of preparing nursing students to become professional nurses.2. Kozhencherry 6. OP. place. ward. address. IP no. age. admission no. 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. 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. ETCU or unit. trinage. 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 . name. population no. room no.8 WARD The term ward means division of hospital or a separate room. complaints etc are catered 3. ETCU register Used to register the all details of the patient in ETCU sl no. safe effective and well organized nursing care. sex.Organisational Study At Muthoot Hospital.

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. nucleus medicine. 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. report it to the higher authorities 6) Discharge summary given to the patient and another copy kept in the file 3.Organisational Study At Muthoot Hospital. Radiology direct and array of imaging technologies. MRI co diagnose and trust disease radiology that 48 . such as ultra sound.2. computed eomography.

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

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

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

Organisational Study At Muthoot Hospital.11 PHARMACY Hierarchy of the department The hospital has 24 hours working pharmacy.2. Disbursal of the medicine to the IP and OP patients and different departments and nursing stations are monitored through the module. Kozhencherry 3. 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 .

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

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

installation. The members who attend the discussion shall be: 1) Medical superintendent 2) Administrator 3) Doctor 4) Concerned dept-in charge 5) Nursing superintendent 6) Supplier representatives The final decision on the selection of supplier shall be taken after negotiating or considering on aspects like warranty. 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. 55 . availability of service. salient features of the equipment etc. detailed product specifications. delivery date.Organisational Study At Muthoot Hospital. guarantee. payment terms. discount offered.

2.Organisational Study At Muthoot Hospital. 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. All problems arising will be raised and discussed at the regular dietary meetings held on 2nd Saturday of every month 56 . 3) Solving the issues Dieticians shall meet patients in random everyday to get a direct feedback about the food served. Kozhencherry 3.13 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.

medicines and petty expenses Salary is given through union bank of India The finance activities include preparation of final bill .14 ACCOUNTS DEPARTMENT There is one finance manager. 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. 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. the front office. 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.2. lab investigations .journal entries. the purchase committee informs the manufacturing companies and a quotation is invited A cash-credit account is being maintained and a check of up to rupees one lakh can be issued by the department The finance department is linked with the pharmacy. one accountant. the human resource. if it goes above 5000 it requires the purchase committees approval. the lab.Organisational Study At Muthoot Hospital. 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 .

15 PHYSIOTHERAPY Hierarchy of the department Rehabilitation after injury. Duties    Rehabilitation of patients Providing exercise for patients Re-education in movement of body after injury. Patients are also overseen by the consultant physiatrist who makes occasional changes in the treatment plan 58 . Kozhencherry 3. It includes instructions for practices at home.2. operation and illness from an integral part of health service. The aim is to prevent loss of muscle tone and to restore full function to the limbs and body.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.

Organisational Study At Muthoot Hospital. 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 . who are coming directly for the physical medicine consultation takes the OP ticket and consultation and necessary treatment or exercise advice of the physiatrist. 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 3.16 GENERAL MAINTEANANCE DEPARTMENT Hierarchy of the department DESCRIPTION The maintenance supervisor shall respect the areas for any defects. welding . This number shall be visibly labeled on all the biomedical equipment for easy identification.Organisational Study At Muthoot Hospital.2. 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. 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 .

17 STORES Hierarchy of the department 61 . In case an outside service agency is to be engaged for the repair or servicing activity. 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. 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 3.2. the bio-medical engineering staff shall raise a work order detailing the nature and cost of work.Organisational Study At Muthoot Hospital.

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

suitable corrective actions taken if deviations are detected. Important register     Stock purchase register Stock issue register Stock ledger Stock transfer register 63 . Kozhencherry 3) In the case when approved samples are available.Organisational Study At Muthoot Hospital. 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. The approved samples shall be identified and stored till the supply is completed 4) Items pending inspection shall be stored in the designated areas. inspections shall be carried out comparing the received items with the approved samples. 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 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. 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.

Organisational Study At Muthoot Hospital. the Quality Assurance Department at MGM Muthoot Medical Centre focuses on patient safety.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. compassionate environment. healthcare quality. and having open lines of communication within the hospital community 64 . In order to maintain high standards. 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.2. Kozhencherry 3.

2.19 MARKETING DEPARTMENT Hierarchy of the department 65 . OT. ICCU The quality assurance department has quality indicator registers of each department. lab. 3. 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.

intimating medical developments. handing over brochures. the referred doctor is promptly informed of the condition of the patient and the medical assistance provided. by conducting medical camps. in this hospital MD is integrated to PRD formation technology in MIS. cluster groups are formed among the employees to nurture healthy interpersonal relations as well as in promoting awareness about the various benefits. schemes. field work etc. doctors. The primary step is in categorizing customers: the influencers whose opinions matter (suppliers or distributors. informing about the new doctors taking charge and referring patients In case. 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 . 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 . equipments and so on.Organisational Study At Muthoot Hospital. equipments as well as the doctors There are also commendable internal marketing measures and that is targeted at the employees. 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. of referred patients. Kozhencherry The duty of marketing department is to attract maximum customers to hospital. Therefore. They are also encouraged to freely speak out their problems. involves building up relations with factories. seminars and awareness programmes for the general public Other indirect marketing efforts include health articles in newspapers. magazines and Vanitha and through Media-talk programs on TV This department keeps in touch with the front office for details of patients. their condition and the room where they are in so that the public relations officers can meet them 67 .promote good relations with their management.Organisational Study At Muthoot Hospital. offices. 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. The organizations usually go for pre-employment health check-up. 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 collaboration with the charity organizations like lions club and rotorary club. Kozhencherry Other hospitals. banks and schools by providing health check-up packages. this hospital conducts medical camps.

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

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

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

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

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

Organisational Study At Muthoot Hospital, Kozhencherry

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

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

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

health faculties that trainee their students in the hospital

THREATS   Competition Employee turnover 73

Organisational Study At Muthoot Hospital, Kozhencherry

   

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


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

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

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

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

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