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DRIVE Fall 2014

PROGRAM
MBA/MBAHCSN3 - Sem 4, PGDHSMN - Sem 2
SUBJECT CODE & NAME
MH0057 Management of Healthcare Human Resources
BOOK ID
B1321
CREDIT & MARKS
4 Credits, 60 marks

Q.1. Define manpower planning. Explain the steps in manpower planning. (Definition, Explanation
of steps) 2,8

ANS:
Definition: According to Beach, Manpower planning is the process of determining and assuring that the
organisation will have an adequate number of qualified personnel, available at the proper times,
performing jobs which meet the needs of enterprise and which provide satisfaction for the individuals
involved. Manpower planning ensures having the right personnel at a right place, at the right time to do
the right job for achieving the goals of healthcare organisation. It begins with analysing the future

Q.2. Define training. Explain the various steps involved in the training cycle. (Definition,
Explanation) 1, 9
ANS:

Definition: Training is an organised process for developing skills, knowledge and abilities to perform a
job. Training fills the gap between the job requirement and the employees present specification. Training
can be defined as the systematic procedure in healthcare organisations in order to develop behaviour,
skills and abilities of the employees without considering their functional levels. For

Q.3. Discuss the importance of HRM in healthcare organisations. (Explanation of HRM in general,
Importance of HRM for the employees, society and the organisation, Strategic role of HRM in
healthcare) 2, 4, 4
ANS:

Explanation of HRM in general: Human Resource Management (HRM) is the function within an
organisation that focuses on recruitment of, management of, and providing direction for the people who
work in the organisation. The key functions of HR are:

Q.4. Explain the impact of government on reward management. (What is reward management,
Impact of government on reward management) 2, 8
ANS:

Reward Management: Reward programme is basically divided into two types, they are as shown below:

Intrinsic rewards

Extrinsic rewards

Q.5. Explain the importance of human relations in healthcare services. (Brief overview of human
relations in healthcare services, Explanation of importance of human relations in healthcare
services) 2,8
ANS:
Human Relations in Healthcare Services: Human Resource Management (HRM) is a managing body
designed in an organisation to ensure that the employees put forward their best talent in order to
accomplish the organisation target, efficiently and effectively.

Q.6. A healthcare organization opens a new cafeteria. Consider that you are the HR manager of the
healthcare organization and you are given the task of recruiting the staff for managing, cooking
food, cleaning the cafeteria and so on. Explain the various methods of recruitment you would follow
in selecting the right candidate for the job. (Listing the various processes in recruitment,
Explanation of various processes) 3,7

ANS:

Listing the various processes in recruitment: The recruitment process begins with the human resource
department receiving the recruitment requirements from the department head. Figure illustrates the
process of recruitment in healthcare services.
DRIVE- Fall 2014
PROGRAM- MBA (Sem 4), MBADS (Sem 4 / Sem 6), PGDHSMN (Sem 2)
SUBJECT CODE & NAME- MH0056 Public Relations & Marketing for Healthcare
Organizations
BOOK ID- B1320
CREDIT & MARKS-4 Credits, 60 marks

Q1. Explain the concept of service and marketing. Discuss the steps involved in healthcare
marketing process.

(Explanation of concept of service, Explanation of concept of marketing Explanation of all the steps
involved in healthcare marketing process) 2, 2, 6
Answer.
Concept of service

The widespread interest to manage and market services effectively has opened doors for stressing on
service characteristics. The service characteristics include inseparability of production from intangible
behavior of services.
The service characteristics are referred as:

Q2. Discuss the various steps involved in marketing research.

(Explanation of all the steps involved in marketing research) 10
Answer.
The various stages or steps in the marketing research process are discussed below:
1. Identification and Defining the Problem:
The market research process begins with the identification of a problem faced by the company. The
clear-cut statement of problem may not be possible at the very outset of research process because often
only the symptoms of the problems are apparent at that stage.

Q.3: Describe the types of public relations research.

Explanation of primary research
Explanation of secondary research

ANS:

Explanation of primary research:

Primary research
Primary research involves carrying out a complete original study. The two primary research techniques
are as follows:

Qualitative

Quantitative

Qualitative research

Q.4: Discuss the current scenario of medical tourism in India.

Explanation of medical tourism
Explanation of present situation of medical tourism
Advantages of medical tourism

ANS:

Explanation of medical tourism:

The medical tourism provider collects information about the treatment, estimated cost, duration of stay
along with the list of hospitals and tourist destinations from the doctors and consultants and sends it
across to the patient who is seeking treatment. Accordingly the patient has to sign the respective
agreements and will be provided with a recommendation letter to obtain a medical visa from the embassy.
When the patient travels to the country where medical treatments required, the patient would be escorted
by a representative from the medical tourism provider team, to the required hospital for treatment and the
choice of visiting the various destinations is left to the patient after the treatment is over.

Q.5: Discuss the future of healthcare marketing.

Brief outline of healthcare marketing
Explanation of future of healthcare marketing

ANS:

Brief outline of healthcare marketing:

Healthcare marketing management is the process of understanding the needs and wants of the target
market. Consumer protection and satisfaction are the core concepts of marketing. Healthcare marketing
deals with the marketing of healthcare and related products or services. Health services have become
expensive and complicated because of fast-pace

Q.6: Discuss the standard metrics to evaluate public relations in healthcare.

Key factors of PR measurement and evaluation
Explanation of various PR evaluation components

ANS:

Key factors of PR measurement and evaluation;

The key factors to be considered while focusing on the PR measurement and evaluation are:

To establish flawless programmed objectives and desired outcomes to measure results. For this,
the PR goals must be linked directly with the overall goals of business programmed.

To differentiate between the measuring PR outputs that are usually short-term and measuring PR
outcomes that can have an impact.
DRIVE- Fall 2014
PROGRAM- MBA (Sem 4), MBADS (Sem 4 / Sem 6), PGDHSMN (Sem 2)
SUBJECT CODE & NAME- MH0058 Legal Aspects in Healthcare Administration
BOOK ID- B1322
CREDIT & MARKS-4 Credits, 60 marks

Q1. Define informed consent. Explain Health Insurance Portability and Accountability Act.
(Definition of informed consent, Explanation of HIPAA)1,9
Answer.
Informed consent
Informed consent is a process of communication between a patient and physician that results in the
patient's authorization or agreement to undergo a specific medical intervention. It is based on the principle
of patient autonomy and is the cornerstone of ethics in patient care and clinical trials. A patient has a legal

Q2. Define liability. Explain the concept of accountability and vicarious liability.
(Definition, Explanation of the concept of accountability, Explanation of the concept of vicarious
liability)1,5,4
ANS:
Liability
In the present day and age, the general public enjoys a state of heightened awareness and expects the best
possible service form their doctors. No longer can a doctor go unnoticed for any minor slip made by him.
Medical negligence is rampantly contested in the West and India too is catching on. Therefore doctors are
now accountable for all their acts. Liability is a state, where a doctor is legally obliged and responsible. A
doctor should be able to justify every single decision taken by him and every act of commission or omiss

Q.3: Discuss the rights and responsibilities of the patient.

Rights of the patient
Responsibilities of the patient

ANS:

Rights of the patient:

Right to considerate and respectful care
Right to information on diagnosis, treatment and medicines
Right to obtain all the relevant information about the professionals involved in the patient care
Right to expect that all the communications and records pertaining to his/her case be treated as
confidential

Q.4: Define abortion. Explain medical termination of pregnancy act in detail.

Definition of abortion
Explanation of MTP act

ANS:

Definition of abortion:
Abortion is the termination of pregnancy by any method (spontaneous or induced) before the foetus is
sufficiently developed to survive independently. Abortion may be classified into various categories
depending upon the nature and circumstances under which it occurs.

Q.5: Explain the regulatory requirements in setting up and running a blood bank.
Explanation of the important regulatory requirements in setting up and running a blood bank.

ANS:

Explanation of the important regulatory requirements in setting up and running a blood bank.
National Blood Policy: Government of India published in the year 2002 the National Blood Policy. The
objective of the policy is to provide safe, adequate quantity of blood, blood components and products.

The main aim of the policy is to procure non remunerated regular blood donors by the blood banks. The
policy also addre

Q.6: Discuss the important documents and ethical codes in medical ethics.
Mentioning the important documents in medical ethics
Explanation of Hippocratic Oath
Explanation of Declaration of Geneva
Explanation of International Code of Medical Ethics

ANS:

Mentioning the important documents in medical ethics:

Important Documents and Ethical Codes are following as:

Hippocratic Oath

Declaration of Geneva

International Code of Medical Ethics

Explanation of Hippocratic Oath:

DRIVE - Fall 2014

PROGRAM- MBA (Sem 4), MBADS (Sem 4 / Sem 6), PGDHSMN (Sem 2)
SUBJECT CODE & NAME- MH0059 Quality Management in Healthcare Services

BOOK ID- B1323

CREDIT & MARKS-4 Credits, 60 marks

Q1. Discuss the application of quality concepts and philosophies to the healthcare
industry.
(Explanation of the application of quality, concepts and philosophies to the healthcare industry)
ANS:
Application of quality

Improving quality is a challenge for healthcare organizations as most of them have failed to provide
quality of services delivered to patients. The definitions of quality concepts are not sufficient to
accomplish continuous improvement in healthcare organizations. Application of quality concepts in
healthcare organizations consists of the degree to which healthcare service for individuals and population
has met the following:

Q2. Explain the six sigma concept.

(Explanation of the six sigma concept with DMAIC principle of problem solving)
ANS:
Six sigma concept with DMAIC principle of problem solving
The Six Sigma methodology adopts the DMAIC (Define, Measure, Analyse, Improve and Control)
principle of problem solving. The DMAIC methodology renders a structure for logic progression through
a problem solving activity.

Six Sigma DMAIC is one my most successful Problem Solving Methods that I use in a business or
project context . Basic DMAIC is a problem solving process involving 5 steps summarised as: Define,
Measure, Analyse, Improve and Control

Q.3: Explain the various quality tools.

Mention the various quality tools
Explanation of the quality tools

ANS:

Mention the various quality tools:

The seven tools are:

Q.4: Explain the steps followed in implementation of QMS in healthcare organization.

Explanation of steps followed in implementation of QMS in healthcare organization

ANS:

Explanation of steps followed in implementation of QMS in healthcare organization:

A Quality Management System (QMS) can be expressed as an organisational structure: procedures,

processes and resources required to implement quality management. Certification or accreditation by an
external agency is mandatory. But, for improving the quality of its products or services an organisation
can use certification or accreditation for business needs. The process of Quality Management Program
involves the following steps:

Q.5: Define total quality management. Discuss the importance of TQM in healthcare.
Definition of total quality management
Explanation of importance of TQM in healthcare

ANS:

Definition of total quality management:

TQM is a management philosophy that focuses on customer satisfaction and organisation objectives for
long-term success of a healthcare organisation. TQM is based on the involvement of all employees of an

Q6. Discuss the benefits of quality management in clinical services.

(Explanation of all the key benefits of quality management in clinical services)
Ans.
Key benefits of quality management in clinical services
There are many reasons to implement an ISO based quality management system. There are both internal
and external benefits of quality management in clinical services. They are: