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Acknowledgment




In the name of Allah who is the most magnificent and the merciful, he is the one who grant us
with knowledge and courage of doing things that we are not worthy of doing. The compilation of
this report was a daunting task which was eventually made easy with the grace of Allah.

I am grateful to my parents for their non-dwindling support as they stood by me in every
hour of need while making this report. I am deeply honored to be a student of University of
Central Punjab which enabled me to do an internship. I am especially thankful to my in charge
Professor Nisar Ahmed who guided me throughout this internship with his suggestions and
guidance.

In the end I am thankful to the co-operative staff of human resource department and
management of SKMCH, especially the manager Muhammad Ali and the officer Mr. Rameez
who enabled me learns from my six week internship. I am thankful for the support which the
staff members extended me as they taught me the basics and the working of the departments.
Without their support this internship would not have been this much interesting.













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Executive Summary

SKMCH &RC, which was formerly known as Shaukat Khanum memorial cancer hospital
and research centre is the first mover institution of cancer in Pakistan. SKMCH starts its
operation in 1994 as the first largest cancer equipped hospital according to accepted standards in
Pakistan

SKMCH &RC is the first largest hospital in terms of cancer treatment and research
centre. Except of this hospital, there are many other lab centers and funds collection centre.
There is work in progress on two more hospitals in Peshawar and Karachi

SKMCH &RC competes on the basis of its modern equipment, technology, research
centre to treat cancer and effective strategies to run the organization. This prompts its
management and doctors to serve their suffered needy patients diligently. SKMCH &RC follows
the modern technology to maintain data which hospital information system, hired the excellent
capable doctors and give them a friendly environment

SKMCH &RC has the 24 developed departments with the five executive management..
Each department has head of department who runs the management of department. In human
resource department, they are performing several functions like compensation and benefits,
training and development, continuous education programs, recruitment and selection, training
and development, performance evaluation

In the hospital, employee from the executives to the lower staff and even the patient
visitors are bound to follow the rules and regulation executed by the top management.
Democratic leadership, open communication, disciplined, responsibility are the common moral
values indulge in the culture of organization.

Now after the great success, SKMCH &RC focus on to expand of hospital and improved
systems in organization. This hospital proves as a leading organization by their modern patterns,
outstanding doctors and management. This can be the benchmark for the other hospitals of
Pakistan. They can expand their expertise beyond the treatment of cancer. Motivational
leadership leads the motivation and dedication of employees and doctors to serve the needy
patients.





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INDUSTRY PROFILE

Industry analysis can be done on the basis of two segments. One is the industrial analysis of
cancer hospitals and the second analysis considers the industrial performance of hospitals in
Pakistan.
The global healthcare industry is growing at a fast rate and is one of the areas that have the most
urgent need of automation. NetSol Technologies understands this need and has developed a
strategic collaboration with Shaukat Khanum Memorial Cancer Hospital as part of a long term
commitment for IT development in the global health sector.
Shaukat khanum is the first mover in Pakistan as a cancer and research centre. So this is the only
place where poor people suffered from cancer are treated and SKMCH internationally ranked as
IT development organization and largest cancer trust in Pakistan

Industry Overview of hospitals in pakistan
Sub Segment Overview
Factors Comments

Demand

With growing number of patients, increase in
population, greater health awareness and lack
of
maintained infrastructure in public sector, high
preference is placed on the private sector
hospitals


Supply

With growing number of patients, increase in
population, greater health awareness and lack
of
maintained infrastructure in public sector, high
preference is placed on the private sector
hospitals


Key Players

Aga Khan Hospital, Ziauddin and Liaqat
National
Hospitals are the biggest players in the private

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sector hospitals in Karachi.
Shaukat Khanum Cancer Hospital and
National hospital are amongst the leading in
Lahore


Trade Body

Private Hospitals Association


Regulatory Body

Pakistan Medical and Dental Council


Recent
Developments

Government is keen on enhancing the public-
private hospital partnership to tackle the
overall social requirements for public health


Future prospects

This sector exhibits a medium term potential
subject to rise in population and increase in the
income level of the population.



Demand
Pakistan has two parallel health care systems, public and private. The private sectors share in
health care had been rather small in the beginning since great majority began as private practices
and transformed into hospitals over time. Increasing population, industrialization, resultant high
level of environmental pollution and increased healthcare awareness and lack of focus or a
structured public health care system has effectively limited the capacity of the existing public
health care system in the country. This has given rise to high demand of private sector health
care facilities to complement its public sector counterpart. With growing number of patients and
lack of maintained infrastructure in public sector, an increased reference towards private
hospitals developed over the years, which seems to have become an icon of a promised quality
care and treatment. However due to high quality services provided, private sector hospitals are
comparatively highly expensive than the public sector and unaffordable for the large section of
the population.

Supply
The human resource available for health care have gradually increased over the years and though
there is annual output of around 5,000 medical graduates from both private and public medical

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colleges the current ratio of one doctor per 1,183 persons is below the recommended ratio by
World Health Organization(WHO) of one doctor per 1,000 persons. There is however number of
doctors, dentists and nurses which are not registered with (Pakistan Medical and Dental Council)
PMDC and practicing hospitals/clinics. There are many private practicing clinics but are mostly
located in the urban areas of the country where they are affordable and so in higher demand by
the public. Their presence in rural areas is negligible due to their expensive treatment being out
of reach for the masses. An increasing number of trusts, NGOs and social welfare organizations
have invested and support health facilities which are also today serving a very large cross section
of the population. Most of such facilities are not for profit and therefore primarily run on
donations and grants including Zakat.

Key Players
Aga Khan University is a first rate private hospital located in Karachi and Hyderabad. They are
the leaders of this segments market, followed by Liaqat National Hospital and Shaukat Khanum
Cancer hospital, located in Karachi and Lahore respectively.

Trade Body
Pakistan Medical and Dental Council is the statutory regulating body of all the medical education
and practicing institution, public and private. Its prime mission is to establish uniform minimum
standard of basic & higher qualifications in Medicine &Dentistry throughout Pakistan. Private
Hospital Association is the trade body of all the private hospitals in Pakistan.

Recent Developments
The need for public-private hospital partnership is being strongly felt by the Government of
Pakistan as the health issues are prevailing in the country is unmanageable for the public sector
hospital alone. Private sector hospitals are being encouraged for the provision of health facilities
especially in villages and small towns.

Future Prospects
Low public expenditure by government, lack of expansion in the public health sector, increasing
population with rising income levels indicates a high potential for growth for the private
hospitals. According to our primary survey conducted, it has been observed that 94% of the
respondents perceive great growth in their business especially in the next five years.




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Company Profile of Shaukat Khanum memorial cancer hospital and
research centre

Shaukat Khanum Memorial Cancer Hospital and Research Centre (SKMCH&RC) is a state-of-
the-art cancer centre located in Lahore, Pakistan. It is a project of the Shaukat Khanum Memorial
Trust, which is a charitable organization established under the Societies Registration Act XXI of
1860 of Pakistan. The institution is the brainchild of Pakistani cricket superstar, Imran Khan. The
inspiration came after the death of his mother, Mrs. Shaukat Khanum, from cancer.

FAST FACTS
Inaugurated December 29, 1994
Founder Imran Khan (Chairman, Board of Governors)
Annual budget Rs. 5.8 billion
Financially supported patients 75% (since 1994)
Philanthropic spending Rs. 11.88 billion (US$ 169 million)
Area/Location 20 acres in Lahore, Pakistan
Beds 176

New registrations 9,542 (Year 2012)
Outpatient visits 156,766 (Year 2012)
Chemotherapy 31,198 (Year 2012)
Radiation treatments 51,865(Year 2012)
Admissions 8,613 (Year 2012)
Surgical procedures 6,990 (Year 2012)
Pathology tests 3,740,838 (Year 2012)
Imaging studies 160,574 (Year 2012)
Pharmacy Dispensing 1,092,480 (Year 2012)
Staff 1,808 (90 Consultants, Physicians & Surgeons)









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Dawn of SKMCH (Making Of the Hospital)

Designing and execution of the master plan was overseen by Dr. Nausherwan K Burki MB, PhD,
FRCP, FCPS, FCCP, of the University of Kentucky Medical Center, Lexington, Kentucky, USA
in collaboration with an international team of cancer physicians and research workers. Designing
and architectural services were provided by Arrasmith, Judd & Rapp, and Architects in Health
Planning of Louiseville, Kentucky, USA. Architectural details were handled by Messrs. Nayyar
Ali Dada & Associates of Lahore. Local engineering was performed by Messrs. Progressive
Consultants, Lahore. Ground was broken in April 1991 and the hospital opened its doors on
December 29, 1994.

Mission
To act as a model institution to alleviate the suffering of patients with cancer
through the application of modern methods of curative and palliative therapy
irrespective of their ability to pay, the education of health care professionals and the
public and to perform research into the causes and treatment of cancer.


Vision
Lets Bowl Out Cancer
Imran was a fine all-rounder cricketer and inspirational captain whose crowning
achievement was leading Pakistan in winning the 1992 World Cup. He uses their
emotions about cricket and that why he made a slogan related to cricket and that was
Lets Bowl Out Cancer.


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Cancer is curable.
This sentence was first used to aware the people of Pakistan and also try to
change the misperception about the cancer.














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SLOGON
The two crescents in the slogan are representing S for Shaukat Khanum and the
NURSING CAP stands for serrving patients with care, and the stars on the crescents
stands for glory ,peace, success and new life.


Corporate Values

Welfare

Our foremost value is welfare of the patients who are suffering from cancer. We
want to work for the betterment of humanity.
Integrity

We are committed to integrity in all we do, always, everywhere.
Respect

We respect every individual. We draw strength from equal
opportunity and diversity, at the same time supporting personal
growth and development. We value each other and we all benefit from the
entrepreneurial spirit of each individual.
Teamwork

Teamwork is the essence of our ability to succeed as a universal and
international network bank. Our overriding loyalty is to the whole organization, requiring
us all to learn from each other and to share our skills and resources worldwide for our
customers' benefit.




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Accountability

We put special attention on accountability because our organization depends on
the funds and donations from the people we have a proper system of check and
balances because without that we cannot gain the trust of people. SKMCH& RC
accounts are audited by Messrs A. F.Ferguson a well known international auditing
company
1 - Patient Services

They have had around 9500,000 patient visits as of June 30, 2006. Over 80% of these
patients have been provided free treatment. The amount of money spent to provide free treatment
to indigent patient in this is well over $28 million.


2 Services to Pakistan

The Hospital uses it resources for the benefit of the population as a whole. We hold
seminars and conferences in Oncology and other areas as diverse as Housingkeeping,
Biomedical Engineering and Cancer Awareness. For public awareness, Article on common
cancer is regularly published in the press both in Urdu and English.


3 Education and Training

It is the integral part of the hospitals vision to educate and train Healthcare professional
who can help improve the standard of medical care in Pakistan. Other educational activity
include courses and training programmes under the guidance of local and international
professionals in the field of cancers, treatment and awareness as follows

Intramural and Collaborative e.g.
1. University of Bradford, UK
2. College of Physicians and Surgeons of Pakistan
Doctors - post-graduate training programs
1. Nuclear Medicine & Radiology
2. Medical Oncology & Radiation Oncology
3. Pathology & Medicine
Nursing purpose built educational facility
1. Oncology nursing

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Medical technology lab and radiology
Allied health specialties respiratory therapy


4 Research

The hospital is currently involved in the several research projects mainly involving cancer drug
research, patient treatment outcomes, epidemiology studies, appetites, ethical and Lahore tumor registry

5 Affiliations
Shaukat Khanum is affiliated with some of the worlds most prestigious cancer hospitals,
which assist in training personnel and providing collaboration on the lastest innovations in
cancer treatment and research. These affiliations include
Christie Hospital, Manchester, UK.
The University of Kentucky College of medicine, Lexington, KY,USA.
DKFZ (Detaches Krebsforschungszentrum), Heidelberg.

UNIQUE ASPECT OF ORGANIZATION WORTH NOTE

PET CT scan
There is no pet ct scan in Pakistan and patients has to go abroad for this essential test as a
part of its ongoing program of clinical excellence in cancer care,SKMCH and RC is investing in
cyclotron and CT PET for the benefits of Pakistani patients .this will require a massive
investment of almost 5 million us dollar. Work has started on the project and the facility should
be available by late 2007.
SKMCH AND RC will also be able to provide the isotope 18 FDG to other centers as far away
as Karachi.


Bone marrow transplantation
SKMCH AND RC conducted its first bone marrow transplantation procedure on a patient
name MUHAMMAD SALMAN on April 26 2006 making it the fourth facility in Pakistan, by
the first in Lahore, to have acquired the facility. The transplantation which cost RS 1400000 was
conducted absolutely free .the project was financed by a generous donor who wishes to remain
anonymous.



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BOARD OF GOVERNORS

The Board of Governors of the Shaukat Khanum Memorial Trust comprises of bankers,
researchers, businessmen and physicians.
Mr. Imran Khan (Chairman)
Mrs. Aleema Khanum
Dr. Uzma Ahad
Mr. Ashiq Hussain Qureshi
Dr. Nausherwan Khan Burki
Mr. Rashid Ali Khan
Mr. Ahsan Rashid
Mr. Sarfaraz Ahmed Rehman
Mr. Zain ul Hassan Shabbir
Mr. Farrukh Irfan Khan
Mr. Mujahid Hamid
Mr. Imtiaz Hussain Hydari
Mr. Mansoor A. Javed
Dr. Tauseef Ahmed.
Professor Jeffery Lucas


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MANAGEMENT
Dr. Faisal Sultan, Chief Executive Officer
Dr. M. Aasim Yusuf, Medical Director
Mrs. Virginia A. Gumley, Director Nursing
Mr. Tariq Azam, Director Marketing and Resource Development
Ms. Tasnim Beg, Chief Financial Office
PROJECTS OF SKMT

Being the only cancer centre in the entire region with all the specialized cancer diagnostic and
therapeutic facilities the Shaukat Khanum Trust realizes its colossal responsibilities in its fight
against cancer. It has established a number of centers all over Pakistan that help in the awareness
and early diagnosis and treatment of Pakistan.

Hospitals:
Shaukat Khanum Memorial Cancer Hospital & Research Centre ( Lahore , Pakistan )
Shaukat Khanum Memorial Cancer Hospital & Research Centre ( Karachi & Peshawar, Pakistan
Land Purchased, Planning in process)
Outreach Cancer Screening Clinics:
Shaukat Khanum Karachi Clinic ( Karachi , Pakistan )
Shaukat Khanum Peshawar Clinic ( Peshawar , Pakistan )
Community screening service ( Lahore , Pakistan )
Diagnostic Centers:
Shaukat Khanum Diagnostic Centre ( Lahore , Pakistan )
Shaukat Khanum Diagnostic Centre ( Karachi , Pakistan )
Pathology Collection Centers:
54 Shaukat Khanum Pathology Collection Centers (all over Pakistan )






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DEPARTMENTS

1. Shaukat Khanum Diagnostic Centre
SKDC was established on 17th December, 2003. It is one of the leading diagnostic facilities
(Radiology and Pathology) available in the market. It is providing excellent diagnostic services
to a wide range of customers. It is equipped with state of the art radiology machines to ensure
patient's & physician's satisfaction.
2. Comprehensive Health Care Clinic (CHCC)
Shaukat Khanum Memorial Cancer Hospital offers a comprehensive medical examination
facility that provides you an opportunity to evaluate your health status and discuss ways with
high qualified health care professionals to remain healthy. The program is offered in the form of
a package that allows two visits, giving you a unique opportunity to get a detailed picture of your
health.
3. Financial Assistance
It is estimated that about 150,000 new cancer cases are diagnosed in Pakistan each year. Shaukat
Khanum Memorial Cancer Hospital & Research Center was built with the mission of providing
state-of-the-art diagnostic and therapeutic facilities for cancer patients irrespective of their ability
to pay.
4. Outpatient & Ambulatory Services
SKMCH&RC provides emergency service to all its registered cancer and non-cancer patients 24
hours a day 365 days a year. SERVICES
5. Anesthesiology
6. clinical Radiology
7. Medical Oncology
8. Internal Medicine
9. Nursing division
10. Nuclear Medicine
11. Pathology
12. Pediatric Oncology
13. Pharmacy

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14. Radiation Oncology
15. Surgical Oncology
16. Food and dietary services
17. Human resource department
18. Marketing department
19. Material management department
20. Finance department
21. Quality assurance department
22. Legal affairs and risk management
23. Housekeeping
24. Transport pool
Commissioning of the Hospital
Source of Money:
Donations 67%
Credit and loans 33%
Cost $ 22 m

Building $ 7.7 m
Medical equipment $ 10.5 m
Ancillary equipment $ 4.4 m
Fundraising
The various activities related to each section are given below.
Fundraising Activities
The two major sources of fundraising are: -
1. Zakat
2. Donations
Zakat
According to Shariah (Islamic Rule), an individual has to give 2.5% of his wealth held
during the year, in charity, This is called as Zakat. Zakat can be given at any time of the
year. However, traditionally most of the people pay Zakat, during the month of
Ramadan (Islamic Calendar month in which Muslims fast). To collect maximum amount
under the head of Zakat, which is totally spent on the treatment of poor cancer patients.

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A comprehensive campaign is launched in Pakistan and overseas. All offices of
SKMCH&RC participate in this activity and are supervised and coordinated by the head
office at Lahore.

DONATION
Following products/campaigns collectively contribute towards achieving the revenue
targets of Donations: -

Fundraising from High Net-Worth Individuals
Sponsor a Cancer Patient
Concerts / Fundraising Dinners
School Fundraising Campaign
Equipment / Material & In-kind Donations
Hide Collection Campaign
Fundraising from Corporate Sector
In-Patient Room Nomination
Sponsorship of New Projects
SMS Campaign
PTCL Hope Line
Blood Donation

Volunteer

At Shaukat Khanum Memorial Cancer Hospital & Research Centre, volunteers register to assist
or undertake activities at the Hospital of their own free will and without remuneration.
Volunteers who have served a minimum period of two weeks are awarded an appreciation
certificate in recognition of their services.


Support Groups
SKM Tiger Club

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SKMCH&RC was made possible by an outpouring of support from the whole country including
school children. The original "Imran's Tigers" was re-launched as the SKM Tigers Club in
November 2008. On its launch, the children joined in enthusiastically and balloons filled the air
as they sang songs to express their commitment and support. Cause to engage the children in
various healthy activities and allow them to participate in volunteering activities at the Hospital

SKM Ambassador
SKM Ambassadors have been selected all over Pakistan to help raise awareness about cancer and
the Hospitals fundraising campaigns.

SKM OFFICES IN PAKISTAN
Karachi Office Shaukat Khanum Memorial Trust Suite# 10, Mezzanine Floor, Hamilton
Courts, G-II, Near Teen Talwar, Main Clifton Road, Clifton, Karachi, Pakistan Ph: +92 21
35872573,+ 92 21111-155-555 Fax: +92 21 35872574 Email: skmt@khi.comsats.net.pk

Islamabad Office Shaukat Khanum Memorial Trust 2 Royal Centre 106-West, Fazl-e-Haq
Road, Blue Area, Islamabad, Pakistan Ph: +92 51 32273400, +92 21111-155-555 Fax: +92 51
32274049 Email: skmt@isb.comsats.net.pk


Collection Centers in Pakistan
Abbottabad Bahawalpur Chakwal Dera Ismail Khan Dera Ghazi Khan
Faisalabad Gujranwala Gujrat Islamabad Jhelum
Karachi Lahore Mardan Mirpur Multan
Peshawar Quetta Rahim Yar Khan Rawalpindi Sahiwal
Sargodha Sialkot Swat Temergara
SKM OFFICES OVERSEAS
UK Office Imran Khan Cancer Appeal PO Box 786, 66 Little Horton Lane Bradford, BD5 0YE,
UK Ph: +44 1274 424 444 Free Phone (UK): 0500 786 101 Fax: +44 1274 424 999
Email: ikca@skmt.freeserve.co.uk
UAE Office Shaukat Khanum Memorial Trust PO Box 215253, Dubai, UAE
Email: skmtgulf@gmail.com
USA Office Imran Khan Cancer Appeal Inc, Suite # 201, 195 Farmington Avenue Farmington,
CT 06032, USA Ph: +1 (860) 674 8865 Fax: +1 (860) 674 9007 Email:shkm2@sbcglobal.ne

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PATIENT STATISTICS
Year Patients
Registered
Outpatient
Visits
Admissions Chemotherapy
Treatments
Surgical
Operations
Radiation
Therapy
Imaging
Studies
Pathology
Tests
Pharmacy
Dispensing
*1994
-
1999
25,862 125,009 9,092 57,400 6,778 79,373 92,916 1,408,358 640,962

2000
3,014 40,325 2,599 9,600 1,531 17,033 26,703 392,120 311,245

2001
3,656 49,511 3,102 9,322 1,847 22,170 31,462 565,717 383,018

2002
3,093 49,270 3,309 11,690 1,828 25,059 36,138 664,763 413,782

2003
3,486 54,190 3,668 12,839 2,268 26,149 45,025 878,330 457,398

2004
4,219 69,023 4,177 15,377 2,750 32,318 62,657 1,148,224 525,404

2005
6,570 76,736 4,910 15,868 3,795 36,326 80,455 1,411,930 586,891

2006
7,696 87,534 5,134 18,206 4,080 39,545 95,646 1,762,116 622,528

2007
9,125 112,714 6,023 23,719 4,398 41,463 117,924 2,176,649 735,472

2008
9,529 119,037 6,079 23,709 4,514 43,143 128,636 2,368,844 740,288

2009
7,981 124,372 6,545 26,448 4,487 43,307 132,578 2,494,616 792,795

2010
9,120 130,165 6,785 27,588 6,109 42,888 134,177 2,852,347 851,126

2011
9,480 141,806 7,618 31,367 6,560 44,540 153,125 3,251,680 931,848

2012
9,542 156,766 8,613 31,198 6,990 51,865 160,574 3,740,838 1,092,480
Total 112,373 1,336,458 77,652 314,331 57,935 545,179 1,228,555 25,116,532 9,085,237

*Dec.1994-Dec1999

Note: 75% of the patients receive financial support.
FINANCIAL STATISTICS
Revenue (Rs. In Millions)
1994- 2012

Year
Hospital
Services
Zakat Donations
Other
Income
Total
Revenue
Dec 2012* 2,202 1,669 1,173 165 5,209

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Dec 2011 1,976 1,343 908 63 4,290
Dec 2010 1,546 813 614 37 3,010
Dec 2009 1,281 865 620 47 2,813
Dec 2008 1,125 646 460 37 2,268
Dec 2007 954 535 486 33 2,008
Dec 2006 750 438 273 34 1,495
Dec 2005 573 265 320 29 1,186
Dec 2004 424 397 368 33 1,222
2003-2004 374 287 238 14 913
2002-2003 261 244 178 15 698
2001-2002 234 152 174 17 577
2000-2001 211 131 190 15 547
1999-2000 139 117 152 17 425
1998-1999 113 100 129 11 353
1997-1998 90 99 103 11 303
1996-1997 62 117 105 7 291
1995-1996 35 109 87 18 249
1994-1995 5 46 85 5 141


Operating Expenses (Rs. In Millions) *
For The Year 2012
Category Amount Percentage
Salaries and benefits - medical staff 1,143 27%
Salaries and benefits -admin staff 425 10%
Medicines 638 15%
Pathology, Nursing & Other Supplies 1,004 24%
Utilities 214 5%
Fundraising expenses 121 3%
Finance costs 23 1%
Repairs and maintenance 178 4%
Other Operating Expenses 426 10%
Operating expense 4,172 100%


* Operating Expenses for the year ended December 31, 2012.
* These are draft figures and subject to audit



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SKMCH BUSINESS PROCESS AND MANAGEMENT
Planning
SKMCH & RC stated goals are their real goals. They dont have any discrimination
between them and they work in the same way as they project in their companys
statement.
Long Term Goals
Research basic and clinical.
Community and outreach services.
Enhancement of automation.
Capacity enhancement.
Support services building 2006-07
Fourth clinical building 2006-08
Regional cancer centers
Karachi
Peshawar
New Directions in Fundraising.
4 Storey Block (if permitted by Government, 9 storey block).
Phase 1: Basement + 3 Floors.
Phase 2: 5 Floors.
At the moment, Phase 1 & shell of Phase 2 under construction.






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Controlling
EFFECTIVE CONYROL SYSTEM OF SKMCH &RC
Accuracy
Time lines
Economy
Flexibility
Understandability
Reasonable criteria
Strategic placement

Types of control
SKMCH& RC is applying different types of control at different levels (head of
departments) in order to measure the performance closet to the standards(rules and
polices defined by HR) and to evaluate the efficiency of the organization.
FORWARD CONTROL
FEEBACK CONTROL
QUALITY CONTROL
SKMCH& RC is applying Feed FOWARD CONTROL at INPUT LEVEL and
evaluate the resources of the hospital .it is using FEEDBACK CONTROL at OUTPUT
LEVEL and they get this feedback from the patients. They keep channel open with the
patients and consider them as their partner and keep open communication. They also
use QUALITY CONTROL as modern controlling concept.

HOSPITAL CONTROL SYSTEM
Hospitals control system is comprises of following steps.
They have rules and procedures made by HR manager to measure the performance
of the hospital.
Then they evaluate their performance against their target and standard.

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After evaluating their performance if they find any deviation in the performance from
the rules and procedures they take appropriate action.
Organizing
Assign task and responsibility
Coordinate diverse organizational task
Establishes relationship among individual, groups and departments
Establishes formal line of authority
Allocate organizational resources
Purpose of organizing
Divide work to be done specific jobs
Organizations Structure
Board of Governors
CEO
marketing &human
Resource
Development
Finance
Computing
Nursing
Inpatient
Outpatient
Chemotherapy
Operation Theatre
and CSSD
Operations
Pharmacy
Environmental
& Hotel Services
Engineering
Administration
& Human Resources
Materials
Management
QA and Legal
Medical Director
Clinical
Departments

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Organizations Culture

Shaukat Khanum has a very strong and corporate culture.
They have people oriented culture where they take decisions and account the effects of
them on the people of an organization.
They have innovative culture in which they encourage their employees to be innovative
and risk takers to some extents.
There is no formal dress code but the jeans are not allowed for ladies.
Eatables are not allowed in any department except marketing department because that
department has its own kitchen.
Employees must reach and leave the office in time.

Employees are learning culture
The employees are learning culture through rituals.
Location & Market
In Pakistan the SKMCH is situated in Johar Town Lahore and covers all over Pakistan.
Organizational Structure
Shaukat Khanam is organic and highly structured organization. As they have
very uncertain environment because they have to face new challenges concerning
treatment and research of cancer

Work Specialization
They have divided their work in different departments and every individual does
his own job, like Marketing Department, Finance Department and HR Department.

Departmentalization
SKMCH has highly functional departmentalization. The Marketing Department is
mainly the Profit Center of SKMCH .They collect the profit for SKMCH and use that
profit in the treatment of needy patients.


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Decentralization
They are following the concept of decentralization .They having divided the
ORGANIZATION into different zones and the head of the department take ideas from
their subordinates while taking decision.

Formalization
SKMCH have standard rules and procedures to guide the behavior of the
employee.

Span of Control
SKMCH have a flat structure and have a wider span of control

Technology
SKMCH and RC is equipped with highly advanced and modern machinery and
the organization off and on spent a large amount of money on making their machinery
and equipment updated
Communication System
They have a very strong and cooperative communicational system. They use
intranet communicational system and share their ideas with each other very frequently.
MANAGEMENT PRACTICES
HRM Policies of SKMCH
Gender Justice Policy
Sexual Harassment Policy
Discrimination Policy

Motivation
By motivation we mean encouraging our employees to give in all three effort fot
the company to meet its objectives.Or in other words it means the willingness to exert

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high level of efforts to meet the organizational objective. For motivating a person you
have you understand what the needs and wants of the employees. By motivation we
mean encouraging our employees to give in all their efforts for the company to meet its
objectives. Many theories were put forward by many scientists in order to better
understand the needs of patients. Some famous theories are
Maslows Hierarchy Theory
Goal Set Theory

Maslows Hierarchy Theory
The management of SKMCH understand knows that their employees have
crossed the stages of psychological and safety needs and our round about social,
esteem or self actualization needs as the result of this the management of SKMCH has
profiled into different categories and to some extend is compensating them.


Employees are also given respect and every manager is strictly advised not to
use any loose language while talking to subordinates and specially you feel proud in
working at SKMCH one of the best cancer hospital in Asia.
Employees are also offered different programs to improve their skills so that they can
serve the company in a better way.

Goal Set Theory

The management of SKMCH monitors the efficiency of their employees regularly and is
very firstly allocates different tasks to the employees and then evaluates which
employee enjoys working and how efficient he is. Based upon that different cross
functional teams are formed in which each member is assigned a specific job which he
carries out best. In this way they motivate their employee.




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Other Motivational Tools
The company has a prize and shield award in place on yearly bases to
acknowledgement their employees hardwork and performance and motivates them to
go on doing even more. These include:

Job Rotation
Within the department the employees are motivated by job rotation

Employee of the year
The performance of all the employees in all departments is consistently
monitored during the year on the basis of their performance at the end of the year one
employee for each department with highest points is given performance appraisal in the
form of prize of 3000 and a shield with a certificate.
Annual Feast
SKMCH arranges annual dinner at the end of each year, where awards are given
musical evening is organized for the entertainment of employees as a token of
acknowledgement of their hardwork and to encourages and motivate them to put in
more efforts in the next year.


Cricket Festival
SKMCH organizes a cricket festival every year normally in the month of June in
which the every department who want to play must contribute Rs.2000/- and the total
budget is Rs.100000/-. The winner prize is Rs.25000/- and runner-up prizes Rs.10000.
Two trophies are given one to the winner and one to the runner-up.

FLEXIBLE WORKING HOURS
The employees are also allowed to avail flexible working hour. If they work late till
evening they are allowed to come late on the other day morning. They also have the
option to change their shift time from morning to evening or from evening to morning.


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\
OPEN BOOK MANAGEMANT
The company also shares annual reports with the employees giving them a clear
picture of the hospital performance and also a sense that employees are the roots for of
the company.

Leadership Styles


Leadership Styles
SKMCH is practicing a democratic style. Managers of the organization tend to
involve their employees in decision making .They also delegate authorities to their
subordinates. They encourage participation in deciding work methods and goals at
some extent and use feedbacks as an oppournities for coaching employees.

















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SKMCH & RC DEPARTMENTAL FUNCTIONS
Mr. Tariq Azam, Director Marketing and Resource Development knows that to remain
competitive in todays dynamic world he must understand the psyche of his employees
so that their needs can be fulfill and a motivated work force can be created for them
which will be a source of competitive advantage over the competitors. The policies and
practices one need to carry out the people or human resource aspect of the
management position including the recruiting, screening, training, rewarding.
I complete my internship in the compensation and benefits of HRD. So I can only highlight the
process and working of human resource department
Human resource department; Hierarchy

function
head of
department
human resource
manger
muhammad ali
training and development: two employees
compensation and benefit: four employees
education and performance management: five
employees
recruitment and selection: four employees

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Mr. Tariq Azam, Director Marketing and Resource Development knows that to remain
competitive in todays dynamic world he must understand the psyche of his employees
so that their needs can be fulfill and a motivated work force can be created for them
which will be a source of competitive advantage over the competitors. The policies and
practices one need to carry out the people or human resource aspect of the
management position including the recruiting, screening, training, rewarding.
1. Training and development department:
In this department there are two employees who conduct the trainings of new
and current employees and arrange the trainers for the training .they gives the
orientation to the trainers and trainees. After and before training they conduct the
performance evaluation of trainees and conducted performance appraisal results
filed in the personal records of employees. After training employees are awarded
with the certificate.
Training
Shaukat Khanum gives two types of job training.
A. On job training.
B. Off job training.
Training budget varies according to traning type.

2. COMPENSATION AND BENEFITS DEPARTMENT:
I worked in this functional department and assist Mr. Rameez for six weeks.
There are three more employees. Tasks performed by them are:
Compensation of Overtime adjustment:
They and their internees update the overtime adjustments of employees in
the portal of HIS .employees submitted the overtime adjustment form in
which they mention the start timing and end timing of their duty which is
approved by their respective .so employees are given by the monetary
compensation with their salary. Organization considers and gives value to
their employees who are devoted for their organization.

Employee old age benefits:
SKMCH give many benefits to their employees from which one is the old
age benefits. This benefit is for the every employee, whoever applies for
this benefit can enjoys the employee old age benefit after the 55 years of

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age. During my internship the EOBI cards are distributed among the
employees by delivering them to their respective departments. Now they
made the software for the EOBI because employees apply for this more
than one time and centre of EOBI issues the card more than one time and
cards are being waste of those employees who left the organization. For
the purpose of retaining effective data of EOBI, they launch the software
on the portal

Increments
Annual increment takes place in the salary of the employees every year. A
fixed bonus is also given every year..increment record saved in the
personal records of employees, by the head of department and by the
financial department.

Contracts of employees
There two type of contracts for the doctors. One for the permanent faculty
and second one are for the visitors .contract for the visitors is called
locum in which doctors can also serve the other hospitals. For permanent
doctors, they are bound in a contract to serve and their practices are only
for shaukat khanum. Salary and benefit packages are different for both
contracts.

Educational benefits
Doctors and other employees can upgrade their education easily. skmch
provides the education leave to the employees.

Leaves benefits
Employees have leave quota which they can utilize and if they dont
utilize, then for the sake of motivation to the employees for coming
regularly, organization reward them by giving monetary benefit. There are
eight sick leaves, six casual +12 days off

Issuance of entry cards and certificates to the volunteers/interns
Internees are hired for the quality assurance, marketing, legal affairs and
HR department and for the other department volunteers are hired,
volunteers and interns both are hired for marketing department.
Volunteers are two types, electives and non-elective volunteers. Voluntary
work and internship are non-paid programs where students enhance the
practical knowledge of their studies. Some time ago they are paid
programs for the needy students but now they are non-paid programs.

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Volunteer work is for two weeks and internship programs are for six
weeks. Compensation department issue the entrance card to the
volunteers and to the interns and after the completion they issue the
certificate. They retain the record of them by keeping the copy of
certificate.

Issuance of I.D cards and employee certificate to the employees
The department issues the I.D cards of hospital to the employees and
giving to them the access to the doors of the hospital separately according
to the need of employee. For the appraisal of employee performance they
are awarded by the employee certificate to the doctors.

Medical payment ,house rent and convenience allowance
These are the benefits which every employee earns according to their
designation and seniority.

Benefits also include bonus salary, transportation (only for nursing)

3. Medical and education administration department:
In this department, hr responsible to give the platform for the nurses and
juniors doctors for the continuous education in terms of short courses. They
are responsible for offering course to the selected medical staff. They also
maintain the record

Orientation
Orientation is the procedure of providing information of the organization
and the job. Orientation of SKMCH is of formal type and is conducted on
every Tuesday
Contents
Orientation normally covers the following contents.
Welcome note from management director.
Mission, Vision and Values.
Brief introduction of hospital
Companies profile
organization

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The working hours companys profile.
It also includes the fire training.
4. Recruitment and selection:
Internal Recruitment
In SKMCH, vacant posts are also filled internally to provide an opportunity
for the workers already working in the organizations.
External Recruitment
In SKMCH, experience candidates are preferred and hired.
Selection Criteria
The selection is entirely based on merit which confirms to selection criteria
without any bias towards gender, religion, race, colour, nationality, age and
according to the procedure laid down in the HRD policies.
Selection Procedure
Filling out application forms
Application screening (short listing)
Test (Written and practical)
Interview
Final selection
Orientation
Training
Hiring Process
Whenever the organization needs employees for internal job
advertisement is made only inside the hospital and for external job for the top
level management and medical staff advertisement is given in leading newspaper
like DAWN and THE NEWS. Written test and interviews are conducted only for
the nursing staff and low level employees and for top level management only
interviews are conducted.




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Annual turnover rate

Turnover rate in SKMCH &RC is high but the turnover percentage is
confidential
SWOT ANALYSIS OF THE SKMCH
Strengths
Specialized cancer hospital
Easy access to all
Laboratory collection centre
Hospitals
Highly qualified employees
Excellent environment
Equality among patients
Hospital information system portal (HIS)
International linkages
All facities under one roof
free of cost quality treatment of cancer for needy people
research centers
highly equipped machinery
proper check and balances
first preference to quality

Threats and Challenges
Fundraising challenges
Healthcare costs
Capacity limitation
Dearth of trained manpower



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Competitive advantage

Although SKMCH &RC is not having any such competitor in Asia but if we thing
about anyone its AGHA KHAN Hospital but only in cancer research. SKMCH & RC has
the competitive advantage on AGHA KHAN Hospital in quality treatment and revenue
generating field.

MIS Department

SKMCH & RC has management information system department (MIS). Whole
hospital system is being regulated by it. MIS department has developed software of
hospital information system (HIS). This software is a core competency of hospital as
none of the Asian hospital is having such hospital. It can be only be compete with any
USA organization.

Quality First

We, at SKMCH & RC are guided by core principles of Quality, Equity, Transparency
and Merit. We are dedicated to:
Providing High Quality Service to our Patients irrespective of their socio-
economic status, in the timeliest manner.
Acting as a Model Institute in providing cancer education to healthcare professionals
and perform research into causes and treatment of cancer.
Developing and Nurturing a Culture, which motivates each employee to strive for
continual improvement in their work.




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Bibliography
Report on state bank of Pakistan on private hospital report fh10.
https://www.google.com.pk/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=r
ja&ved=0CC4QFjAB&url=http%3A%2F%2Fbusinessexecutives.blog.com%2Ffile
s%2F2011%2F04%2Ffinal-skmh-report.doc&ei=iEcqUoOmBI-
jhgfuy4CoBQ&usg=AFQjCNG60eND_pgawBAqTCLfJRh1Y5lVJg
www.shaukatkhanum.org.pk
http://en.wikipedia.org/wiki/Shaukat_Khanum_Memorial_Cancer_Hospital_%26_
Research_Centre




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Appendices 1

Certificate of internship






















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Appendices 2

Employer evaluation form