Maax Internshipreport Final

An Organisation Study At maAx Super Speciality Hospital
1.1 INTRODUCTION TO THE STUDY
This report provides an introduction to health care organization, practice and

policy, presenting an overview of healthcare that emphasizes the interplay between
science, society, and individuals. It aims to develop understanding of how health care
organizations shape the practices of professionals working within them.
maAx super speciality hospital is the well known hospital in shimoga city, it is
recognised by delivering excellent service to the customers (patient’s) this hospital
making lot of achievements and getting positive response from the public.
It is one of the sister concern of Subbaiah institute of medical science (SIMS).

Subbaiah institute of medical science is unit of tedikela subbaiah trust, shivamogga.
Trust formed in the year 2000 by Sri T. Subbaramaiah.
maAx super speciality hospital is fully functional with all facilities and
advanced technology. maAx have advanced facilities which established with the
intension of providing facilities for local population which have most modern
infrastructure facilities. Presently hospital consists of more than 560+ staff and also
consists of 32 consultant doctors, 15 assistant doctors in the maAx super speciality.
BIET MBA PROGRAMME, DAVANGERE Page 1

1.2 OBJECTIVES OF THE STUDY
The main objective of this study is to study the organisation of various departments, the
origin growth and development of the industry and organisation, the present status of the
industry future prospects of the industry as well as the organisation.
The study also helps to identify the specific management problems and to come out with the
possible solutions and recommendations.
The overall objectives of the study:-
 To study the organization structure.

 To know about its products and service activities.
 To know the different functions of all the departments.
 To know the responsibilities of top management and how to execute responsibility in
a competitive economy.
 To analyse the organization using SWOT analysis.

1.3 HEALTH CARE INDUSTRY

The healthcare sector is the sector of the economy made up of companies that specialize in
products and services related to health and medical care. The healthcare sector includes
publicly-traded companies that power all dimensions of the healthcare industry. Examples of
these companies include, but are not limited to, biotechnology companies, health insurance
providers, pharmaceutical companies, and companies that manage clinics and hospitals.
Companies that produce professional and home health products (for example, blood-pressure
monitors, Elastoplasts, Orthopaedic devices, and surgical supplies) are also included in this
sector. It comprises of providers of diagnostic, preventive, remedial, and therapeutic services
such as doctors, nurses, hospitals and other private, public, and voluntary organizations. It
also includes medical equipment and pharmaceutical manufacturers, health insurance firms.
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. The health
care industry is typically divided into several areas.
The sector comprises hospital and allied sectors that include:

a. Medical care providers that includes physicians, specialist clinics, nursing homes and
hospital
b. Diagnostic service centres and pathology laboratories
c. Medical equipment manufacturers
d. Contract research organizations and pharmaceutical manufacturers
e. Third party support service providers
This third party 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 massage, yoga therapy, music therapy, occupational therapy, speech therapy,
chiropody, homeopathy, chiropractics, acupuncture, etc...

1.3.1 Healthcare Industry in India:

Healthcare in India features a universal health care system run by the constituent
states and territories of India. The Constitution charges every state with "rising of the level of
nutrition and the standard of living of its people and the improvement of public health as
among its primary duties".
The National Health Policy was endorsed by the Parliament of India in 1983 and
updated in 2002.However, the government sector is understaffed and underfinanced; poor
services at state-run hospitals force many people to visit private medical practitioners,
Government hospitals, some of which are among the best hospitals in India, provide
treatment at taxpayer expense.
Most essential drugs are offered free of charge in these hospitals. Government
hospitals provide treatment either free or at minimal charges. For example, an outpatient card
at AIIMS (one of the best hospitals in India) costs a onetime fee of rupees 10 (around 20
cents US) and thereafter outpatient medical advice is free. In-hospital treatment costs depend
on financial condition of the patient and facilities utilized by him but are usually much less
than the private sector.
For instance, a patient is waived treatment costs if he is below poverty line. Another
patient may seek for an air-conditioned room if he is willing to pay extra for it. The charges
for basic in-hospital treatment and investigations are much less compared to the private
sector. The cost for these subsidies comes from annual allocations from the central and state
governments.
Primary health care is provided by city and district hospitals and rural Primary Health
Centres (PHCs). These hospitals provide treatment free of cost.
Primary care is focused on Immunization, prevention of malnutrition, pregnancy, child birth,
postnatal care, and treatment of common illnesses
The Indian healthcare market is one of the prominent contributors to the country’s
Gross Domestic Product (GDP) having attracted large number of players- domestic as well as
International during the past few years. According to a report, The Indian healthcare market is
currently estimated at US$103 billion and is expected to reach US$120 billion by 2015 and

US$150 billion by 2017. Highly qualified doctors and scientists, state-of-the-art technology
and low costs have helped India become an attractive global destination for medical tourism,
clinical studies, and research and development (R&D) programs.
Medical tourism too has been rising in recent years. To conclude, the Indian healthcare sector
is on a fast growth track.
1.3.2 INDUSTRY STRUCTURE:

National level - The organization at the national level consists of the Union Ministry of
Health and Family Welfare.
State Level - The organization at State level is under the State Department of Health and
Family Welfare in each State headed by Minister and with a Secretariat under the charge of
Secretary/Commissioner (Health and Family Welfare) belonging to the cadre of Indian
Administrative Service (IAS).
Regional level - Each regional/Zone set-up covers three to five districts and acts under
authority delegated by the State Directorate of Health Services.
District Level - The district level structure of health services is a middle level management
organisation and it is a link between the State as well as regional structure on one side and the
peripheral level structures such as PHC as well as sub-centre on the other side.
Sub-divisional/Taluk level - At the Taluk level, healthcare services are rendered through the
office of Assistant District Health and Family Welfare Officer (ADHO).
Community level - one Community Health Centre (CHC) has been established for every
80,000 to 1, 20,000 population, and this centre provides the basic specialty services in
general medicine, paediatrics, surgery, obstetrics and gynaecology.

1.3.3 PLAYERS IN THE MARKET:
Apollo Hospitals Enterprise Limited- Provides healthcare services primarily in India,
Mauritius, Bangladesh, and Kuwait. The company's healthcare facilities offer treatment for
acute and chronic diseases in primary, secondary, and tertiary care sectors. Its tertiary care
hospitals provide care in approximately 50 specialties, including cardiac sciences, oncology,
radiology and imaging, gastroenterology, neurosciences, orthopaedics, and critical care
services, as well as specialize in minimally invasive surgeries and transplantation.
Fortis Healthcare Limited - owns, operates, and manages multi-specialty hospitals. Its
healthcare facilities offer a range of specialty medical services, such as cardiac care,
orthopedics, neurosciences, metabolic diseases, renal care, oncology, and mother and child
care, as well as other services, such as cosmetic surgery, ophthalmology,s ear nose throat
care, and dermatology
Max Healthcare Institute Limited - operates healthcare facilities with indoor and outdoor
patient care in India. It provides services in the areas of cardiology, orthopedics and joint
replacement, cancer, neurosciences, pediatrics, obstetrics and gynecology, aesthetics and
reconstructive plastic surgery, internal medicine, eye and dental care, endocrinology, diabetes,
obesity, ENT, metal health and behavioral sciences, physiotherapy and rehabilitation, and
nuclear medicine, as well as minimal access, metabolic, and bariatric surgery.
Columbia Asia -is an international healthcare group operating a chain of modern hospitals
across India, Malaysia, Vietnam and Indonesia. The company's highly skilled medical experts
deliver care in hospitals specifically designed for the needs of patients and built for maximum
comfort and efficiency. Columbia Asia Hospitals. Pvt.Ltd. is one of the first healthcare
companies to enter India through 100% Foreign Direct Investment (FDI) route.

1.3.4 INDUSTRY VOLUME:

The healthcare equipment sector attracted 8.8 per cent of the total investments in
terms of deal value with an aggregate of US$249.01 million. The hospital and diagnostics
centre in India received Foreign Direct Investment(FDI) worth US$ 1,597.33 million, while
drugs & pharmaceutical and medical & surgical appliances industry registered FDI worth
US$ 10,318.17 million and US$ 622.99 million, respectively during April 2000 to March
2013, according to data provided by Department of Industrial Policy and Promotion (DIPP).
The demand for hospital services has been consistently soaring in the country, with
every class of the society demanding better quality and standards of healthcare. Realizing the
continuous growing demand, many investors worldwide have expressed their keenness
towards investing in the Indian hospital service market. The country is making strides in the
right direction as evident from the 100% allowance of FDI in the hospital segment under the
automatic route, since January 2000. The World Health Organization estimates there are 9.2
million physicians, 19.4 million nurses and midwives, 1.9 million dentists and other dentistry
personnel, 2.6 million pharmacists and other pharmaceutical personnel, and over 1.3 million
community health workers worldwide, making the health care industry one of the largest
segments of the workforce.
The medical industry is also supported by many professions that do not directly
provide health care itself, but are part of the management and support of the health care
system. The incomes of managers and administrators, underwriters and medical malpractice
attorneys, marketers, investors and shareholders of for-profit services, all are attributable to
health care costs.

1.3.5 CURRENT SCENARIO:

The healthcare ecosystem in India is at an inflection point. While the outlook for the
healthcare industry is optimistic, there is a need to move towards an integrated healthcare
delivery system, which leverages technology and has the patient at its centre.
Growing population, increasing affordability, comparative cheaper treatment costs as
opposed to the west and medical tourism thereof, increased health insurance penetration,
increased patient awareness, out-of-the-box unconventional thinking by the healthcare
players for better operations, government opening up its arms to PPP and even providing tax
holidays will be the key factors to look out for which would drive the future of healthcare in
India Customers are growing more aware of their health needs, demand quick response, less
waiting times, and above all - demand nearness of the healthcare unit to them.
India presently has a bed deficit of approximately 30 lakh beds as per the WHO
recommendation of four beds per 1000 population. Considering even a 250 bedded hospital
on an average, the country would need 12000 hospitals in the near future. As almost 80 per
cent of this would be fulfilled by the private players, a huge rise in IPO's and premium
commanding players in the arena would flutter bringing in interesting times for the healthcare
industry.
Recent spurt in Public Private Partnership (PPP) projects, and thrust on quality by the
government sector and its demand (& mandate in some areas) on National Accreditation
Board for Hospitals (NABH) and ISO, a lot of consultancy business is abuzz with the
projects galore in the accreditation and Quality management Systems (QMS) field. India to
its credit already has one government hospital NABH accredited and many are in the
pipeline. With CGHS making NABH mandatory for care and hospitalization cost
reimbursements, there is hectic activity seen in hundreds of hospitals waking up to the long
due need for quality healthcare and applying for the coveted quality mark.
The trend is on a steep rise, and it is just a matter of time when the government
launches patient awareness on NABH quality in full swing. This would make the patient
demand at least an ISO QMS certified hospital if not NABH.

The healthcare industry is estimated at USD 22 billion. Estimated growth at 13 per cent
annually assures a return of 15-20 per cent for the healthcare providers. Healthcare sector at
present employs 4 million people directly and indirectly. Private healthcare market currently
estimated at Rs 690 billion (USD 14.8 billion). 85 per cent private sector
Establishments have less than 25 beds. Specialty and super specialty hospitals account
for 2 per cent of total institutes. Corporate hospitals constitute less than 1 per cent of all
institutes. Private sector accounts for 82 per cent of all out-patient visits. Private sector
accounts for 52 per cent of all hospitalization. The Indian healthcare industry, which
comprises hospitals, medical infrastructure, medical devices, clinical trials, outsourcing,
telemedicine, health insurance and medical equipment, was valued at US$ 79 billion in 2012,
and is expected to reach US $160 billion by 2017. The Indian healthcare sector is expected to
grow at about 15 percent year-on-year (y-o-y), on account of factors such as rapid growth in
infrastructure development, creation of demand for higher levels of healthcare, rising
awareness of end users, and launch of innovative insurance, reimbursement, and financing
policies.
The growth of the Indian healthcare sector is further driven by the 300 million strong
middle class populations with significant disposable income, which is likely to demand
superior healthcare services. The Indian healthcare industry is seen to be growing at a much
rapid pace than it was anticipated before and is expected to become a $238.76 billion industry
by 2020. A number of major players in the healthcare sector are actively participating in the
growth through expansion plans and putting in huge investments in the sector. According to
the Investment Commission of India, the healthcare industry in India has experienced
remarkable evolution of an added 12 present per year during the last 4 years driven by a
number of factors such as increase in the average life expectancy and average income levels,
and rising awareness for health insurance among consumers.

2.1 COMPANY PROFILE:
TYPE OF PRIVATE
BUSINESS ENTITY
INDUSTRY HEALTHCARE
FOUNDED 2016
T SUBBARAMAIAH, FOUNDER AND CHAIRMAN,

KEY PEOPLE
DR. LATA R TELANG CEO AND DR. S NAGENDRA ,
MANAGING DIRECTOR.
EMPLOYEES 560+
WEBSITES www.MaAxhospital.com

maAx super speciality hospital was established in April 2016. It is one of the sister
concern of Subbaiah Institute of Medical Science(SIMS). Subbaiah Institute of Medical
Science is a unit of Tadikela Subbaiah Trust, Shivamoga (Kanataka) India. Trust formed in
the year 2000 by sri. T. Subbaramaiah an agriculturist by calling and visionary imbued with
zeal for taking education and research to region that remain seamless in their sweep and
sway.
As the head of the family Sri. T Subbaramaiah believed that ever the longest journey
beings with first step. T. Subbaramaiah as the author, founder, trustee and chairman of the
board. The trust is the closely held by the members trustees, Dr. S Nagendra, M.D, Dr. S
Srinivas, Dr Lata R Telang, Dr Vinayakumari.
Undaunted and unfazed by the obstacles faced, maAx Hospitals opened its doors in 2016 and
ever since nurtured a goal which read as "Our mission is to set new standards for health,
healing and comfort. Maximum care and maximum concern: To stop at nothing to provide
afforadable, holistic care and compassion to each and every one ".
maAx super speciality hospital is fully functional with all facilities and advanced
technology. maAx have advanced facilities which established with the intension of providing
facilities for local population which have most modern infrastructure facilities. Presently
hospital consists of more than 560+ staff and also consists of 32 consultant doctors, 15
assistant doctors in the maAx super speciality.
Over the past three years maAx super speciality transformative journey has forged a legacy of
excellence in healthcare. The maAx has continuously set the agenda and led by example in
the blossoming private healthcare space.

One of maAx significant contributions has been the adoption of clinical excellence as
an industry standard. maAx pioneered the concept - the group was the first to invest in the
pre-requisites that led to national quality accreditation like the NABH and also developed
centres of excellence in Cardiac Sciences, Orthopaedics, Neurosciences, Emergency Care and
Organ Transplantation. Along with excellence the maAx philosophy rests on the pillars of
technological superiority, a warm patent- centric approach, a clear and distinct cost advantage
and an edge in forward-looking research. maAx spectacular success rests on sustained
commitment and investments in each of these pillars.
maAx hospital are committed to render advanced quality healthcare to all our patients at
affordable cost and to develop a system whereby we update and constantly improve our
technique, infrastructure and human resources and perpetually with regulatory requirements.
We are committed to provide the highest quality and safest possible patient care. The quality
process is crucial for healthcare leaders to improve outcome and adapt to change as well as to
deliver effective and quality patients care.
We pledge to practice high standards of medical care through an effective quality

improvements system and ensure the patients is treated with respect, compassion and dignity
in a safe environment

The hospital has 5 major surgical departments:-
1. Orthopedic
2. General surgery
3. Neurosurgery.
4. Urology
5. Surgical gastroenterology
The hospital has having following functional departments:-
 Finance Department
 Human Resource Department
 Marketing/Healthcare Services Department
 IT Department.
 Medical Records Department(MRD)
 Pharmacy Department.
 Nursing Department.
 CSSD
 Stores Department
 Housekeeping department
 Food and beverages

 Bio medical
 Security

maAx Hospital, with the help of latest technology and exceptionally committed medical
practitioners, provide outstanding healthcare facilities to people from all walks of life.
In keeping with our vision of " maAx vision is to ‘enhance quality life and preserve
health by enabling, access to a comprehensive, integrated high quality affordable care,
delivered with kindness, integrity and respect’.
The maAx Super Specialty Hospital, is a referral trauma & poly-trauma centre that
specializes in Orthopaedics (Joint Replacements, Sports Medicine & Trauma), Neurosciences
(Brain & Spine care) and Critical Care (Pulmonology, Interventional Pulmonology.)
At maAx Specialty Hospital, we unite exceptional clinical care and superior technology.
We are dedicated to providing you with the best medical facilities and reach out to you in
every possible way.
Only at maAx
Values:
The confluence of seven values results in a ray that represents Apollo's leadership in Indian
Healthcare. A ray that is the beacon for millions looking for a cure… looking for hope.
Ownership:
We value integrity and the promotion of the just use of resources entrusted to us for the
enhancement of human life.
Quality:
Always pursuing Quality, our Hospital envisions more efficient, equitable care at all levels of
a patient's experience. Through a consensus-based process, clinical quality and efficiency
measures meets the needs and expectations of the general public, government, providers and
practitioners.

Compassion:
We value a quality of presence and caring that accepts people as they are and fosters healing
and wholeness.
Innovation:
We embrace change and work to improve all we do in a fiscally responsible manner.
Patient Centric:
In all our endeavours, we are guided by the needs of the patient, creating a partnership that is
effective and personal across the continuum of care. We put our patients first as we seek to
exceed the expectations of our customers with superior service, outstanding clinical care and
unsurpassed responsiveness.
Teamwork:
System effectiveness is built on the collective strength and cultural diversity of everyone,
working with open communication and mutual respect.
Respect for all:

We use 'Namaste' as the salutation when meeting patients, guests, employees in person or
telephonically. We greet each individual, those we serve and those with whom we work, with
the highest professionalism and dignity

2.1 AREAS OF OPERATION

maAx super speciality hospital, Shivamogga they aim to cover both urban area and rural area.
There area of operation covers both urban and rural area patients of shivamogga.
Hospital Facility:
 Casualty and trauma centre with ICU 24*7 availability of neurosurgical and trauma
team round the clock with stroke unit and spine surgery unit.
 Multiple speciality hospital with ICU, MICU, NICU, PICU, CCU
 Cardiology department with facilities for all intervention procedure related to
angiography and angioplasty.
 Cardiac care with ICCU, TMT, 2D-Echo, holter study, computerised digital ECG.
 Video endocopy: OGD, colonoscopy with therapeutic and diagnostic procedure
 1.5 Telesa MRI, 16-SLICE scans with angiography capabilities of all parts
 Ultra sound scanning with colour Doppler high resolution probes fir thyroid, breast,
scrotum, endovaginal and endorectal probes and 3D application
 Central laboratory with computerised lab system with auto analysed facilities
 Surgical division with laparoscopic surgical setup for laparoscopic cholecysrectmy,
appendisectomy, hysterectomy etc.
 Urological procedure: TURP. Diagnostic cystoscopy and DJ stenting.
 Infrastructure for major orthopaedic and other surgical procedure
 Department of dermatology with all laser facility
 All major gynecology surgeries like hysterectomy, laparoscopic facilities available
and menopause clinic
 Department of nephrology with dialysis unit along with kidney biopsy
 Department of neonatology and paediatrics: NICU and PICU, HFOV (SLE5000), Led
phototherapy, Biliblanket, Transcutaneous Bilirubinometer, Etc

2.2 VISION & MISSION:-

Vision:
maAx vision is to ‘enhance quality life and preserve health by enabling, access to a
comprehensive, integrated high quality affordable care, delivered with kindness,
integrity and respect’.
Mission:
"Our mission is to is to set new standards for health, healing and comfort. To blend the
best human resources and best technology. To innovative to build enduring system
health care delivery in order to prevent diagnose early and cure timely. To get rid of
disease and to promote ease, while being mindful to limit cost both financial and
emotional ".
2.3 PRODUCTS, SERVICES & FACILITIES:-
A) PRODUCTS
 Angels mother and child care
Angels mother & child is an unit of subbaiah’hospital and an initiative of maAx super
speciality hospital shimoga. The hospital combines unmatched obstetrics & gynaecology and
Paediatric medical experience with world class facility to ensure affordable, quality, medical
care for women’s ,infants, children and adolescents.

An Organisation Study At MaAx Super Speciality Hospital

maAx Eye and Dental Care
maAx eye and dental care is an another unit of subbaiah’hospital and an initiative of maAx
super speciality hospital shimoga. The hospital combines unmatched eye & dental, medical
experience with world class facility to ensure affordable, quality, medical care for adults and
children.
 Nurse Station:
Nurse Station TM is a unique initiative where an Apollo nurse is stationed at Apollo

Pharmacies to assist with minor treatments and health emergencies. The objective of the
Nurse Station TM is to provide quick treatment in the most convenient way. The service
is especially meant for the elderly who find it inconvenient to wait for long hours at
clinics and hospitals for minor treatments, and frequent checkups. It is also of great help
to patients who find it difficult to move out of their house and travel large distances for
treatment, like pregnant women, bedridden patients and patients recuperating after a
surgery. The service also monitors the status of people with chronic problems such as
blood pressure, diabetes etc.

B) SERVICES:-
GENERAL SPECIALITIES:
1. Orthopedic and trauma care

2. Critical care medicine
3. Anesthesia
4. Internal medicine
5. Obsterics and gynecology
6. Pediatrics and adolescent medicine
7. General and laparoscopic surgery ENT micro and endoscopic surgery
8. Opthamology
9. Psychiatry and clinical psychology
10. Pulmonary medicine
11. Skin and cosmetology
12. Dental care and maxillofacial surgery
SUPER SPECIALITIES:
1. Nephrology with dialysis

2. Neuro and spine surgery
3. Joint replacement surgery
4. Arthroscopy and sports medicine
5. Cardiology adult and pediatric
6. Interventional cath lab
7. Vasculat surgery
8. Gastroentrology
9. Neurology
10. Plastic surgery
11. Surgical oncology

12. Urology with state clinic

13. Paediatric surgery
14. Infertility and fetal medicine
15. Neonatology and paediatric critical care
16. Endocrine health
SUPPORTIVE SERVICE:
 24hrs Blood Bank

 24hrs Diagnostic Laboratory
 Complete Pathology
 Emergency and trauma care
 16 SLICE CT
 1.5 Tesla MRI
 Mammography
 24hrs Phrmacy
 Speech and hearing
 Physiotherapy
C) FACILITIES:-
 Parking
 Internet
 Laundry Services
 Telecommunication Services
 Interpretation Services
 Bank & ATM
 Money Transfer & Currency Exchange
 Intercontinental Food
 Cafeteria
2.4 COMPETITORS:
a) SAHYADRI NARAYANA HOSPITAL
Sahyadri Narayana Multispeciality Hospital is a NABH & NABL Accredited tertiary care
hospital in Central Part of Karnataka Majorly covering Shimoga, Chikmagalur, Chitradurga ,
Davangere and parts of Haveri, Hassan and Uttara Kannada with equipped advanced medical
technology and world-class facilities. The hospital caters to the healthcare needs of the people
of Central Karnataka focusing on the high end tertiary care around the specialties of cardiac
care – adult and paediatric cardiology and cardiac surgery, complex brain & spine surgeries,
orthopaedics and joint replacement surgery and minimal access surgery.
b) NANJAPPA HOSPITAL
In Shimoga, Nanjappa Hospital is a recognized name in patient care. They are one of the
well-known Private Hospitals in Kuvempu Road. Backed with a vision to offer the best in
patient care and equipped with technologically advanced healthcare facilities, they are one of
the upcoming names in the healthcare industry.

c) METRO HOSPITAL
Established in the year 2015, Metrounited Healthcare in Savalanga Road, Shimoga is a top
player in the category Hospitals in the Shimoga. This well-known establishment acts as a one-
stop destination servicing customers both local and from other parts of Shimoga. Over the
course of its journey, this business has established a firm foothold in it’s industry. .
d) SARJI HOSPITAL
Sarji hospital product range includes a wide range of Painless Labor Service,
Paediatric Surgery Service, Paediatric Intensive Care Service, Emergency Care
Service, Neonatal Intensive Care Service and Emergency Medical Service.
Other competitors are Usha nursing home, N&U hospital and Kottureshwara hospital
etc.

2.5 ORGANISATION STRUCTURE:
CEO
HEAD HEAD MEDICAL HEAD UNIT HEAD UNIT HEAD

UNIT HR OPERATIONS DIRECTOR MARKETING FINANCE NURSING
S
TEAM CONSULTATION& MARKETING FINANCE NURSING
HR DOCTORS TEAM TEAM TEAM
HOUSE SECURITY FOOD & MAINTAINANCE FRONT OFFICE

KEEPING BEVERAGES DEPARTMENT

EXECUTIVE LEADERSHIP
MaAx:-
Sri. T. Subbaramaiah- Chairman
Dr. S. Nagendra - Managing Director
Dr. Lata R Telang - CEO
Dr. Vinayakumari - Executive Director
Dr. S Srinivasan - Executive Director
maAx Super Speciality Hospital Management:-

DEPARTMENT HEAD-DESIGNATION
Clinical Dr.Narayan Panji
Operations Mrs Alwina
Human Resource Ms. Lakshmi and Mr. Jagadish

Department
Finance &Accounts Mr.Ngaraj and Karthik
Marketing/Health Mr. Darshan

Services
Nursing Ms. Alwina – DNS

3. DEPARTMENTAL STUDY
In order to function efficiently and effectively every organization has a functional
department. It’s important to divide departments so that the work is divided into units and
departments. This division of work is helping in bringing specialization in various activities
of concern and helps in putting right men on right job which can be done by selecting people
for various departments according to their qualifications, skill and experience. This is helping
in defining the jobs properly which clarifies the role of every person.
maAx Hospitals has the following departments:
 Finance Department
 Human Resource Department
 Marketing Department/Healthcare Service Department
 IT Department.
 Medical Records Department
 Nursing Department.

3.1. FINANCE DEPARTMENT

Finance is regarded as the life blood of a business enterprise. This is because in the modern
money oriented economy. Finance is the one of the basic foundation of all kind of activity. It
is the master key which provides access to the entire source for being employed in
manufacturing and merchandizing activities. It has rightly been said that the business needs
money to make more money. However it is also true that money begets more money, only
when it is properly managed. Hence, efficient management of every business enterprise is
closely linked with efficient management of its finance.
Meaning of Business Finance:
In general finance may be defined as the provision of money at the time it is wanted.
However, as a management function it has a special meaning. Finance function may be
defined as the procurement of funds and their effective utilization. Some of the authoritative
definitions are as follows:
“Business finance is that business activity which is concerned with the acquisition and
conservation of capital funds in meeting financial needs and overall objectives of far business
enterprise.”
“Business finance can broadly be defined as the activity concerned with planning, rising,
controlling and administrating of the funds used in the business.”
DEPARTMENT STRUCTURE:-
MANAGER
INCHARGE
EXECUTIVE EXECUTIVE EXECUTIVE

Finance Functions at maAx Hospitals:

There exists an inseparable relationship between finance and other functional Departments
such as marketing, HR, IT etc. Almost all kinds of business activities, directly or indirectly
involve the acquisition and use of funds. The finance function of raising and using money
although has a significant effect on other functions, yet it needs not necessarily limit or
constraint the general running of the business.
The functions are:
 Proper use and allocation of funds.
 Taking sound financial decisions.
 Improving profitability through proper financial controls.
Finance functions are performed simultaneously and in the normal course of the Business and
they need skilful planning, control and execution
Hospital Information System (HIS):

In maAx super speciality hospital, financial control is carried out by the back on the monthly
and year basis. Accounting Revenue, Purchase Bills, etc. The Organization controls finance
by “Hospital Information System” (HIS).
Billing:
The billing department has three different sections:
1. Inpatient Billing.
2. Outpatient Billing (Consultation)
3. Outpatient Billing (X-rays, tests, etc.)
1 Inpatient Billing
At the time of Discharge the patient activity chart is sent to Inpatient pharmacy, food and
dietary departments to note the medicine and food expenses. There are two ways of paying
the bill that is, in the form of cash or credit. If the patient doesn’t have health Insurance then,
the bill is paid on cash basis. If the patient has health insurance, the bill is faxed or sent to the

Insurance Company for the necessary approval. Approval of medical expenses incurred by
the patient and the same is collected with the credit period of 30 days.
2 Outpatient Billing ( Consultation )
Any outpatient has to pay the fixed amount of consultation charges every time they consult
doctors. The billing is done for the same.
3 Outpatient Billing (X-ray, tests, etc)
This section of billing prepares a final bill based on different tests such as x-rays, scanning,
etc. the patient has undergone and the amount is collected in cash for the same.
The Performa statement containing various heads under which transactions takes place in
Apollo hospital are shown below to in the below table.
Expenditure. Income.
Purchase Account Direct Incomes
Direct Expenses Inpatient Income
Indirect expenses Outpatient Income
Employees cost. Lab Income.
Finance Charges Consultation Income.
Sales and Marketing Cost. Other Incomes
Pharmacy
. Rent Income.
Canteen
National Insurance.
Total Expenses Total Income.
Expenses under Purchase Accounts include Consumables of various departments, this

expense includes
 Ambulance charges
 Bio-medical waste and Corporation tax
 Food and Beverages
 Lab test charges, etc.

Employees cost include

 Boarding and Lodging
 Hostel charges, PF contributions
 Training expenses, salaries and wages, etc.
Finance charges include bank charges, Credit charges , Interest on loans, administration cost
includes Electricity charges, Internet charges, Legal expenses, Office expense, sales and
marketing, advertisements, publicity-Camp, sales promotion, etc.

An Organisation Study At MaAx Super Speciality Hospital
3.2 HUMAN RESOURCE DEPARTMENT:

According to Edward Flippo, “Human Resource management is the organizing, directing and
controlling of the procurement, development, compensation, integration, maintenance and
separation of human resources to the end that individual, organizational and societal
objectives are accomplished.” Human resource management is a management function that
helps manages, recruits, select, train and develops members for an organizations.
Apollo Hospitals is a vibrant Company with over 300 employees. It is a rare mixture of
cultures. Apollo Hospitals is today in the eminent position of the India's Top-most best
Hospitals powered by its most important resource - "people”.
Apollo Hospital’s "People Philosophy” is driven by the Apollo Hospitals Human Resources
General Manager which says:
 Attract good people.
 Retain the better people.
 Advance the best people.
Structure of the department:
Manager - HR
HR
INCHARGE
Executive

maAx Hospital offers:

Apollo hospitals give an opportunity to work with one of the India’s best Hospitals.
 Career growth based on performance.
 Attractive, Market based Pay that is linked to performance.
 Structured career leadership program for high performers to manage their careers.
 Need based and value added training program to prepare employees for future growth.
maAx Hospital recruits personnel mainly in the areas:
 Doctors (All specialties).
 Nurses.
 Security guards, peons, helpers, receptionists, etc
 Billing manager, financial controller, finance manager, Financial analyst
 Computer Science Engineers
 maAx Hospitals also takes in candidates for Front office staff, Maintenance
Department, etc.
No Discrimination Policy
maAx Hospitals is an equal opportunity employer which employs personnel irrespective of
class, creed, family background, religion and sex.
Recruitment:
“It is the process of searching for and obtaining application for job among them the right
people can be selected.” The process of recruitment is as follows:
1. Pre- recruitment Process
In pre-recruitment, HR manager brings indents from all other department and analysis it. If a
vacancy is filled up by giving additional responsibility to the co-worker/employees of the
department, than there is need of recruiting procedures.
2. Planning Recruitment
maAx Hospital has decided a job specification & job description for each position in the
organizations. Different qualification & experience is required for each job. If any vacancy
generates among one of the department, than it should be fulfilled with regard to job
specification & job description, which is being formulated by organization.

3. Searching : (a)Source Activation- Human resource manager verified that there is any
vacancy exist or will exist, but here no actual recruiting take place until manager gives
permission.
(b) Selling- Selling the organization means both message & media should be well selected.
The organization gives its advertisement in its local newspaper for welcoming of more &
more applicant.
4. Screening
The purpose of screening is to remove from the recruitment process at an early stage, those
applicants who are unqualified for the jobs. The screening can save a great deal of time and
money. The HR executives scrutinize and short list all application and shortlist applicant list
is sent to HR manager. Then, only eligible application are called for interview
4. Evaluation & Control
Evaluation and control is necessary to carry out recruitment process at low cost. Apollo
hospitals control its cost by way of:
 By avoiding recruiting unsuitable candidates for the selection process.
 The Organization has a systematic and well planned recruiting procedure so there
is no overtime cost.
Recruitment in maAx Hospital can take place in any of the following ways:
 Advertisement
 Walk-ins
 On the campus recruitment
 Employment Exchange
 Casually Called
 Recommendation of Managers and Executives
Advertisement:
In this source cost per person is low so the firm gives an advertisement in newspaper, in
magazine to recruit employees for managerial jobs.
Employment Exchange:
Government of India has established employment exchange. So, public and firms also some
takes advantages of it.

Recommendation:
When there is need, company recruits the person who is recommended by manager or
executives. maAx Hospital uses the recommendation of managers and executives for the
recruitment.
Selection: maAx hospitals uses the below procedure for selection.
1. Preliminary interview.
2. Application Form: Detail about age, education etc.
3. Employment Test and Interview.
4. Physical Fitness: Medical Examination.
5. Final Selection
After the selection of candidate he has been given temporary period for 3 months. He work
effectively and efficiency than he becomes a permanent employee.
Induction:
When a new person is appointed in the firm, they know little about his Industry, his staff, his
heads, his workers. So he needs to be given info about his work, about his head. This process
is called Induction. This is the process to give information to fresh candidates about the firm.
When a fresh candidate knows about his department, he does not feel burden at the time of
starting of his job.
Training and development:
Training is a short term process utilizing a systematic and organized by which non-
managerial personal learn technical and soft skills.
In-service educational programme for nurses and Continuous Medical Education for Doctors
(CME) is done for doctors. These programmes are mainly focused to focus soft skills. An
employee maybe sponsored for full or part time training programmes outside the
organization.
Annual training plans are drawn up based on Organization’s initiatives development
priorities. Training plans are regularly reviewed. Effectiveness is measured using specified
qualitative indicators. At the beginning of the year, ambitious plans are set in terms of
numbers of man days per employee. We know that there are so many method of training
which can be described as follows:

 On-the job method

 Job rotation method
 Training by experienced person
 Apprenticeship
 Conference method
Also, Training need analysis is done for the existing employees to see if they are weak in soft
skills, being regularly absented.
Performance Appraisal:
The management will appraise and maintain performance record of employees periodically
and or as and when required.
 Normally, Performance appraisal is before conformation and thereafter before
granting annual increments.
 The method used for performance appraisal is solely decided by the management and
the conclusion of such appraisal will be final and will be binding upon concerned.
 All Promotions, demotion, transfer; annual increments will also be done on the basis
of performance appraisal ratings and other factors of suitability relevant for a
particular position of job.
Promotion and Transfer:
According to Dale Yoder; “Promotion is a movement to a position in which responsibilities
and presumable prestige are increased.”
When any vacancy created due to reason of any retirement or termination the vacant post is
filled up.” From the next category persons taking into consideration their seniority services of
a capable person is not available in second category than post is filled up by advertisement.
In Apollo Hospitals they give promotion on the basis of merits, vacancy and the capacity of
employee. They give promotion on the basis of previous history and better performance of
the candidates.
The prompted employee will be on for a period as specified in the promotion letter. If the
performance of employee is found satisfactory or above during the end of probation period,
the employee will become permanent employee in the promoted position.

Yoder and associates have defined transfer as “ a lateral shift causing movement of
individuals from one positions of another usually without involving and market change in
duties, responsibilities, skills needed or compensation. A transfer is horizontal or lateral
movement of an employee. Transfer is interdependent. Transfer is done to train the employee
in all aspects on their field. These are no written ground rules or policy for the transfer.
In Apollo Hospitals an employee is transferred on the basis of merits, vacancy and the
capacity of employee mainly in the administrative departments.
Superannuation:
In maAx Hospital, every employee shall compulsorily retire on the date when the employee
attains the age of 58 years or earlier if the employee becomes medically unfit. The
management in its discretion can re-employ the medically fit employee on some Terms and
conditions agreed.
Leave: Official permission to be absent from work or duty, as that granted to corporate
personnel or any other employee is called leave and the period of time granted by such
permission is called leave of absence.
To ensure smooth uninterrupted operations of the organization regular attendance for work is
a vital factor. This requires that employee plan their leave. Leave rules will be different for
different employees.
Types of leave:
 Casual leave, Sick leave, Earned leave, Maternity leave, other leave.
In maAx Hospitals, Leave application should be submitted to HR executive at least a day
before and with their Department head’s approval.
Dismissal:
An employee is liable to be dismissed for misconduct after being given maximum three
warnings depending on the degree of misconduct.

3.3 MARKETING DEPARTMENT:

Marketing generally refers as the task of creating, promoting and delivering goods and
services to consumers and business. Marketing managers seeks to influence the level of
timing and composition of demand to meet the organization’s objectives. Marketing people
are involved in 10types of entities: goods, services, experiences, events, persons, places,
properties, organization, information and ideas. The marketing concept rests on four pillars:
target market, customer needs, integrated marketing and profitability. Marketing is defined as
a societal process by which individuals and groups obtain what they need and want through
creating, offering and freely exchanging products and services of value with others.
Apollo Hospitals believes in creating relevant brand differentiation and building a strong
Brand with the public and making loyal customers. This focus along with continuous
innovation in all aspects of brand marketing and sales has helped to transform the Apollo
Hospital brand into ‘trust marks and love marks’.
Manager
Senior Manager
Assistant Manager
Marketing Executive
Executives

Marketing Objectives:
 To bring in referrals from Doctors to increase the revenue and customers.
 Generating need, through awareness with regular free medical camps.
 Walk-ins –usually through media and from other people
Marketing plan & strategy:
 Marketing plan & its strategies makes service race in competitive situation and
executes brand image, which gives loyal customers/patients to the company.
 Strengthen Apollo Hospital’s business in existing geographies.
 Expansion into new geographies.
 Boost Management Strength
Marketing at maAx:
The work of marketing department in maAx Hospitals is to create awareness about the
packages and services offered by the Hospital, to inform the public about the wellness centre
(Hospital) and the benefits out of it and to inform the Doctors (General practitioner) outside
the hospital regarding their specialty in the Hospital. Also, the marketing Department has to
look after all the advertisements in TV, newspaper, etc. The Hospital has different packages
like corporate packages and other special packages.
maAx Hospitals conducts different camps such as “Free Neurology, cardiology & Neuro
Surgery Camp”, etc to treat people and create awareness to the public in different areas. They
also create and design attractive and informational brochures and distribute them to people to
create awareness of the services provided by the hospital.
One of the Programs which are undertaken by the Hospital is Preventive Health care. It says
“Fitness is about being aware of one’s weakness”, “Its one thing to feel fit and quite another
to be really so”. This program is basically health check up for different categories of people
namely; Cardiac health check up, Diabetic health check up, Executive health check up,
Master health check up, Preventive Health check for Women, Pre-Marital Health check for
Men and employment health check. The comprehensive program leaves nothing to chance
and certifies one’s fitness in absolute detail.

Market segmentation:
“It consists of a group of customer who share similar set of wants”
Divided into 5 major segments:
1. Corporate
2. Public sector units
3. Banks
4. Doctor referrals
Positioning:
 Identification of right corporate, doctor drive
 Empanelling tie up
Each brand endeavours to build a lasting relationship with the buyer and is strongly
positioned in its particular segment. maAx Hospitals thrives on the ‘landmark healthcare
services’ which is well equipped with the state-of-the-art medical equipments.

3.4 INFORMATION TECHNOLOGY DEPARTMENT

IT management is the discipline whereby all of the technology resources of a firm are
managed in accordance with its needs and priorities. These resources may include tangible
investments like computer hardware, software, data, networks and data centre facilities, as
well as the staffs who are hired to maintain them. Managing this responsibility within a
company entails many of the basic management functions, like budgeting, staffing, and
organizing and controlling, along with other aspects that are unique to technology, like
change management, software design, network planning, tech support etc.
The information relating to Hospital management is stored through electronic data
processing, also called as electronic data processing (EDP).The IT department mainly takes
IT standard policy to implement in the Hospital for the deployment of infrastructure to
improve productivity.
IT Manager
System
Administration
Desktop Engineer
Hospital Information System:

A uses Hospital Information System (HIS) which has 18 modules. The information regarding
Doctors, patients and employees are maintained in SQL (sequential query language) as back
end and visual Basic in the front end with the facility of LAN. The information is more
accessible and up to date.

Functions:
The main functions of this department are:
 To maintain patient’s database
 To maintain billing records
 Providing and solving grievances regarding hardware and software network in the
hospital.
 To maintain biometric attendance
 Discharge summary, purchase and sales records
 Admissions.

3.5 MEDICAL RECORDS DEPARTMENT:

Medical Records is defined as a clinical, scientific administrative and legal document relating
to patient care in which are recorded sufficient data written in sequence of events to satisfy
the diagnosis and warrant treatment and end result. All the sufficient clinical information
pertaining to the patient must be incorporated in to the patient medical record. The content of
medical record must be sufficiently detailed & organized to enable the medical care team
responsible for the patient to provide continuity of care, to determine at any time the status of
patient and to review the diagnostic and therapeutic procedure performed and the patients
expenses to treatment.
Contents of MR:
It can be classified under the following categories:
1. Patient:- Sociological
2. Clinical: - all information regarding the disease, diagnosis and treatment procedure and all
events of patient during his stay in hospital.
sss
3. Medico legal:- patients consent for surgery/treatment
4. Internal & external correspondence & communication regarding patients: - patients
correspondence, referrals to other extremes experts, consultant & their opinion, LIC related.
Flow of information from MRD:
INTERNAL EXTERNAL
Hospital Administration General public
Govt. / Govt. agencies
MRD
Research Organizations
Doctors/ Nurses/
External Consultant
Paramedics

MRD in maAx Hospital:
This decentralized MRD caters to all out patient and in patient in the hospital having 4trained
staff. It plays an important role in hospital management. It is the back bone of the hospital.
The MRD works 8am to 8pm.
Structure of the MRD:
HOD-MRD
Senior Technician -1
Junior Technician- 3
Functions:
 Primary function is to ready availability of MR
 Its responsible for creation, care, collect, code, storage, issue and retrieval of health
information
 To file and keep records as well as Maintaining confidentiality of records
 To co-operate with the health care professionals in order to obtain comprehensive
patient records
 To assemble the MR in accordance with prescribed order
 To retrieve the MR to meet the need of patient, doctors and studies.
 To control the movement of patient files
 To maintain different registers for information retrieval from MRD
 To inform communicable diseases and vital statistics to government authority
 To give adequate information to the insurance
 To inform long stay record to medical superintendent

3.6 NURSING DEPARTMENT

Nurses do more than care for individuals. They have always have been at the forefront of
change in health care and public health.
Nurses advocate for health promotion, educate patients and the public on the prevention of
illness and injury, provide care and assist in cure, participate in rehabilitation, and provide
support. No other health care professional has such a broad and far-reaching role.
Many lives have been saved because an attentive nurse picked upon early warning signs of an
upcoming crisis like cardiac arrest or respiratory failure.
Nursing care at Apollo hospital:

At Apollo hospital, the responsibilities of staff nurses reach out far and wide across the
medical discipline.
Structure of Nursing Department:
NURSING SUPERIDEANT
DNS
NURSING MANAGER
CHARGE NURSES
STAFF NURSES

Nurses are working in this department. There are 3 shifts from 8 am to 2 pm, 2 to 8pm and
one night shift from 8 pm to 8 am. Night shift Nurses will get a break of one hour in the
middle of their schedule and 6 days in a month a nurse will get night duty.
The ratio of patient nurse ratio is as follows:

Semi-Private ward: 1:4.

Post-Operation ward: 1:3.

ICU (ventilation): 1:1.

ICU (non-ventilation): 1:2.
In every floor there are counters for nurses and each nurse will be guided by their supervisor.
For the nurses to be efficient, In-service educational programmes are conducted regularly.
And nurses have to give pre and post tests. Performance appraisal is done yearly for the
regular nurses and half-yearly for the fresher nurses.
Also, Nurses are sent to Camps organized by the marketing department of the hospitals and
some nurses are also sent to corporate business houses. In Apollo Hospital attention is given
towards the welfare of the nurses by providing them regular training programmes. They
support them by giving those Transportation facilities, security, etc.

CHAPTER 4
SWOT ANALYSIS
ROLE OF SWOT ANALYSIS IN HEALTHCARE INDUSTRY:-
For strategic planning, deciding the marketing strategies and analyzing the gaps, doing a
SWOT Analysis is very important. SWOT analysis includes a thoughtful listing of one’s
strengths, weakness, opportunities and threats.
It is advised that companies do this analysis at least once in a year. It is a lengthy exercise
that requires time and one needs to evaluate every aspect thoroughly. Inclusions from the
latest year and the success and failures should also be considered. It can be used by all in the
healthcare industry like, doctors, hospitals, healthcare or pharmaceutical companies,
pharmacies etc.
In SWOT Analysis, Strengths and weaknesses are considered as internal factors, which can
be controlled, while opportunities and weakness are not in control.
 STRENGTH
 WEAKNESS
 OPPORTUNITY
 THREATS.

An Organisation Study At Apollo Speciality Hospital

STRENGTHS:
The maAx Super Specialty Hospitals is well known for its provision of quality medical
care. During the year the hospital has strived to attract more members of staff especially
nursing staff.
 Brand name- maAx Specialty Hospitals has a good brand name and is renowned and
familiar hospital in the cities which they operate.
 Efficient and well known doctors and surgeons are the biggest strength of the hospital.
 Multi specialty is one of the biggest strengths with Apollo hospital providing More
than 50 medical specialties.
 Apollo Specialty hospital has good infrastructure and state of art medical equipment’s
which provide a world class services to the patients.
 Situated in people dense residential area of shimoga.
 Innovation: New areas such as Preventive medical services, telemedicine and Health
Insurance.
 Equipped with well maintained Pharmacy.

WEAKNESSES:
The weaknesses are very few which detract from its ability to attain the core goal. But now
it’s trying to improve upon by taking various steps like community initiatives to serve the
poor people and also to get government support for their overall development.
 As the cost of the service provided is slightly high, hence it focuses mainly on a
specific class of people. The people with lower income may not be able to afford
quality treatment from the hospital.
 Understaffed Departments and high workload on hospital staffs.
 Overlapping duties of nursing staffs.

 High level of job stress among hospital nurses related to understaffed.

OPPORTUNITIES:
 Easy staff access, recruitment from their own colleges and institutions.
 Strong relationships and form of collaboration with other Governmental hospitals and
health departments.
 Location of hospital serves large population, more available connections, and
resources.
 Increased demand for healthcare services, as the hospital is situated in the potential
location. Located in the people dense residential area of Jaya Nagar and BG Road.
 Booming medical tourism: Increasing number of medical tourists.
 People are spending more on healthcare today than ever before and preferring private
services to government ones.
 Preventive medicine getting popular.
 Easy of the public transportation to the hospital.

THREATS:
 Stiff competition by other leaders in the industry mainly Nanjappa, Sahyadri

Narayana, Metro and Sarji Hospitals, Who are the major competitors.
 Legal Jurisdictions
 The inability to attract and retain nursing staff due to lower salaries.
 High nurse salaries in other countries
 Government schemes will effect

CHAPTER 5
Mc. Kinsey 7’s Framework
According to Mc Kinsey a company strategy is only one of the seven elements of the
successful practices. The 7’s frame work first appeared in “the art of Japanese management”
by Richard Pascal and Anthony Athos in 1981. They had been looking at how Japanese
Industry had been so successful, at around the same time that Tom Peters and Robert
Waterman were exploring what made a company excellent. The 7s model was born at a
meeting in 1978. There are seven basic dimensions, which represent the core of managerial
activities. These are the levers which executives use to influence complex and large
organizations. Obviously there was a concerted effort on the part of the originators of the
model to coin the managerial variables with cords beginning with the letter ‘S’ so as to
increase the communication power of the model. Strategy, Structure and systems are
considered as the hard elements whereas shared values, skills, style and staff are the soft
elements.

5.1 STRATEGY:
The strategies are developed analyzing the internal and external environment. Consequently
the values, preferences, attitude towards risk have been carefully examined while formulating
strategies. Business strategy is the choice of direction and action that the company adapts to
achieve its objectives and goals in a competitive situation. Strategies that Apollo Hospitals
used to serve their customers are:
 Preventive healthcare
 Medical excellence with a human touch
 Generating awareness
5.2 STRUCTURE:
Organization structure is a system of relationship that governs the activities of the people who are
dependent upon each other for achieving the common objectives. For the purpose of easy and
effective administration all the activities of Apollo Hospitals have been broadly assigned to the
following parts: Chairman and vice- chairman. The chairman is the supreme authority to take
decisions with the consent of the vice chairman. Under the control of vice chairman there are Sr.
Vice president, associate vice president, financial controller, associate VP

(marketing) and General Manager (HR). Under them there are the medical director, deputy
medical director, and various departmental heads.
5.3 SYSTEMS:
The system refers to formal and informal procedures that govern everyday activity, covering
everything from management information systems to the systems at the point of contact with
the customer.
Recruitment: It is the process of searching for prospective applicants and simulating them to
apply for job in an organization. The recruitment system flow as per the process given below:
 Review of the Requirement
 Preparation of the Position Profile i.e. Resource Requisition Justification
 Sourcing (i.e. advertisement, referrals, recruitment consultants, web posting
etc)
 Screening
 Functional Assessment
 HR Assessment
 Offer
Other systems:
 Appointment register
 Initial assessment forms
 Investigation log register
 Consultation register
 Report dispatch register
Training and Development system:
 Reference Check
 Pre -Employment Medical Check
 Offer Confirmation
 Travel & Stay
5.4 SHARED VALUES:

It refers to the fundamental values that are widely shared in the organization and serve as
guiding principle that are important. These values have great meaning because they focus
attention and provide a broader sense of purpose. Values of Apollo Hospitals are:
 Quality patient care: Delivering quality patient care is the core of our
activities.
 Customer Focus: Our focus is to serve our customers to their satisfaction.
 Teamwork: We have a multi disciplinary unified approach in developing
healthcare solutions.
 Embracing change: We insist on change to help us succeed in our Endeavour.
 Operational Efficiency: We strive for efficient and effective delivery of
services.
 Respect for individual: We recognize and value individuals, and protect their
interest.
 Research leadership: We continuously seek new ways to demonstrate our
leadership role in research
 Teaching excellence: We seed to uphold the highest standards in training the
healthcare professionals.
5.5 SKILLS:
Skills refer to the capabilities and competencies that exist within the company. A skill
captures a company’s crucial attributes or capabilities. Apollo Hospitals has good skilled
labour force and well equipped latest facilities and technologies.
Some of the skills that the employees should restrain are leadership, talented, sincere,
generous, attentive, resourceful, hospitable, alert, efficient, patient infallible and observant.
5.6 STYLE:
Style refers to the employees shared and common way of thinking and behaving – written
norms of behaviour and thought. Apollo hospitals have a paternalistic form of management
style. However, decisions take into account the best interests of the employees as well as
business. The leader explains most decisions to the employees and ensures that their social

and leisure needs are always met. This can help balance out the lack of worker motivation
due the autocratic management style. Communication is again generally downwards but
feedback to the management is encouraged to maintain morale.
5.7 STAFF:
The organization has developed and always looked into its people, their background and
competencies. Staff also includes the organization approaches recruitment, selection and
specialization. The employees are recruited from all over World. It includes both technical
and non technical employees. Manpower is the main strength of any organization. Apollo
hospitals have highly skilled and well experienced employees who are capable of doing the
task efficiently.
CHAPTER 6
SPECIFIC MANAGEMENT PROBLEM:
Through Apollo hospitals are the leaders in the hospitals industry they come across certain
problem
In managing and retaining nursing staff and the doctor’s team .some of the problems
identified in the organization:

Shortage in nursing staff.

Difficulty in managing the doctor’s team
SOLUTION:
1). It is very much necessary for every hospital to maintain a required level of nursing staff to
perform various nursing activities. Nurses are as important as doctors in a hospital who

perform fifty present of the doctor’s work. As nurses are highly paid in other countries most
of the nurses flee to work there as they are highly paid. Therefore in order to maintain the
required level nursing staff the organization see to it that are properly compensated and
develop a good communication with them in order to retain them.
2). Doctors are the never centre of every hospital. There exists no hospital without a doctor.
Qualified and well trained doctors are to be retained. The organization should try to retain the
doctors in the hospitals by compensating them properly and providing them various fringe
benefits which make them feel towards the organization and work in the organization.
3). the organization has a good name in the society. It is ranked as one of the top hospitals in
Shimoga. The patient input is high because of their quality and excellence treatment. But
their internal capacity is less i.e, ??? beds. Sometimes the customers have to search for other
hospitals because of no vacancies. Therefore the organization should concentrate on this issue
and try to improve their internal capacity.
CHAPTER 7
FINDINGS, SUGGESTIONS, CONCLUSIONS & LEARNING

EXPERIENCE
7.1 FINDINGS:
 The hospital maintains clean and hygienic environment in the hospital premises
 The hospital uses accelerated hydrogen peroxide on daily basis to clean the floor.
 It provides emergency facilities and services to the patients 24×7
 All the employees in the hospital work as a team to the upliftment of the organization.
 There is a good patient input and organization maintains a very good relationship ship
with their clients which indirectly contribute the growth of the company.

 Hospital is equipped with fully automated machineries and techniques for various
treatments.
 The hospital has good ambience with hygienic work environment.
 The organization offers tremendous opportunity for growth spanning multiple
functions, business and also international exposure.
 Employees in the organization are recognized as heart and essence of the
organization. They are regarded as central resource of the organization.
7.2 SUGGESTIONS:-
 As the customer input is high the organization needs to increase its internal capacity,
mainly bed capacity.
 Staff shortage in hospitals is one of the most critical issues therefore the organization
should maintain its staff level by providing various welfare schemes.
 The organization should provide some attractive schemes to regular patients in order
to maintain customer loyalty.
 The organization should make the sitting arrangements in canteen, requires still more
number of chairs to sit for employees.

7.3 CONCLUSION:-
Shivamogga city is developing city in the Karnataka state. From the last 3yrs more than 5
multispecialty hospitals has opened in the shivamogga city maAx hospital is one of the
among them.
maAx Hospital is delivering excellent service to the patients and majority of the customer
form the treatment which is given in the maAx super speciality hospital. After they are
having positive mid set towards whichis given in the hospital. Compare to other hospital
maAx hospital providing quality service and excellent facility by using well equipped
materials by this hospital getting positive opinion from the patient’s and patient’s are coming
from rural, semi urban and urban it is strengthening this hospital brand.
Further it is highlighted that the organization has to be responsible to the changing technical,
Economical and financial scenario. However certain regions need measures to a greater
extent to increase profitability
7.4 MY LEARNING EXPERIENCE:-


Regarding getting permission from the companies:
As one of my friend told that in maAx hospitals they are giving permission for Internship so I
visited the maAx speciality hospital and met the HR then they said to get permission from the
managing director. There I met the Dr Latha R Telang they asked about us and what are the
information required. After they said to wait and later they told about my internship at maAx
to the HR later they given permission to do the internship.

About working in the organization
I had a memorable experience from joining the internship programme at maAx hospitals.
In addition to daily work I had great opportunity to meet different people working over there.

Besides, I made a lot of friends during the course of internship. They were all professional,
sincere and taught me patiently. I would never forget our pleasant time.
In these four weeks, I have established a good relationship with the employees in the
organization .through the programme, I broadened my views and improved my
communication skills. Besides, I found that having flexible mind and attitude which is very
important in the business world .It was much different from the study .As part of my study
I visited different departments in the organization to make a detailed study. Finally, I would
like to give sincere thanks again to everyone in the organization who extended their support
in training me to complete this programme. I believe that such experiences and skills are
Valuable to my future career.

About co-operations extended by management & employees:
The management and the employees at maAx hospital were very co-operative and helpful.
They provided each and every details required by me for the project. The trainers in each of
the department helped me with getting the required information and also explained me the
working of each of the department in details and they also helped me to know how the
theoretical concepts that I have learnt in my academics was useful in implementing with the
practical situations in the organization.

About what I learnt in their internship training:
It helped me to know the overall functioning of departments in the organization. How the
employees are motivated &trained in the organization towards achieving their goals set by
the organization.

It also helped me to know the co-ordination between the different levels in the organizations,
and also helped me to know the leadership skills and also to be as an initiator during the
different situation. It gave me a practical exposure to the various functional areas of which I
only had a theoretical knowledge so far.

About my plan for future:
Through my summer internship programme I had good experience maAx hospital.
This helped me gain self-confidence and improve my skill, through this I would be able to
Implement my skill and knowledge in the organisation where I would be given a chance to be
An employee of the organisation & I build in confidence where I can do my best to the
organization which I am a part of. Now if a job is offered to me by maAx hospitals or any
other hospitals I am in a position to handle it and I will take up the offer as an opportunity to
me.

CHAPTER 8
BIBILOGRAPHY
Reference Books:-
th
K.S.ASWATHAPPA. (1996) Human Resource Management, Himalaya Publishers, 5
Edition.
th
PHILIP KOTLER. (2006) Marketing Management, Pearson’s Education 12 edition.
Websites:-
http://www.maaxhospital.com
https://www.subbaiahhospitals.com
http://en.wikipedia.org/wiki/Angels_Hospitals
http://en.wikipedia.org/wiki/Health_care_industry


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An Organisation Study At maAx Super Speciality Hospital

1.1 INTRODUCTION TO THE STUDY

This report provides an introduction to health care organization, practice and

It is one of the sister concern of Subbaiah institute of medical science (SIMS).

BIET MBA PROGRAMME, DAVANGERE Page 1

1.2 OBJECTIVES OF THE STUDY

The overall objectives of the study:-

 To study the organization structure.

BIET MBA PROGRAMME, DAVANGERE Page 2

1.3 HEALTH CARE INDUSTRY

The sector comprises hospital and allied sectors that include:

BIET MBA PROGRAMME, DAVANGERE Page 3

1.3.1 Healthcare Industry in India:

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1.3.2 INDUSTRY STRUCTURE:

BIET MBA PROGRAMME, DAVANGERE Page 5

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1.3.4 INDUSTRY VOLUME:

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1.3.5 CURRENT SCENARIO:

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2.1 COMPANY PROFILE:

T SUBBARAMAIAH, FOUNDER AND CHAIRMAN,

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We pledge to practice high standards of medical care through an effective quality

BIET MBA PROGRAMME, DAVANGERE Page 12

The hospital has 5 major surgical departments:-

The hospital has having following functional departments:-

 Food and beverages

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Respect for all:

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2.1 AREAS OF OPERATION

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2.2 VISION & MISSION:-

2.3 PRODUCTS, SERVICES & FACILITIES:-

BIET MBA PROGRAMME, DAVANGERE Page 17

Nurse Station TM is a unique initiative where an Apollo nurse is stationed at Apollo

BIET MBA PROGRAMME, DAVANGERE Page 18

1. Orthopedic and trauma care

1. Nephrology with dialysis

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12. Urology with state clinic

 24hrs Blood Bank

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2.5 ORGANISATION STRUCTURE:

HEAD HEAD MEDICAL HEAD UNIT HEAD UNIT HEAD

HOUSE SECURITY FOOD & MAINTAINANCE FRONT OFFICE

BIET MBA PROGRAMME, DAVANGERE Page 23

Dr. S. Nagendra - Managing Director

Dr. Lata R Telang - CEO

Dr. Vinayakumari - Executive Director

Dr. S Srinivasan - Executive Director

maAx Super Speciality Hospital Management:-

Clinical Dr.Narayan Panji

Operations Mrs Alwina

Human Resource Ms. Lakshmi and Mr. Jagadish

Marketing/Health Mr. Darshan

BIET MBA PROGRAMME, DAVANGERE Page 24