SUMMER INTERNSHIP PROJECT REPORT

On

“TO STUDY VARIOUS DEPARTMENTS OF LOPMUDRA POLYCLINIC AND

DIAGNOSTIC CENTRE”

At

"LOPMUDRA POLYCLINIC AND DIAGNOSTIC CENTRE/ BAVDHAN,PUNE"

By

"Purke Dipali"

Under the guidance of

"Prof. Wable Pratiksha"

Submitted to

"Savitribai Phule Pune University"

In partial fulfillment of the requirement for the award of the degree of

Master of Business Administration (MBA)

2019-20
Through
Suryadatta Education Foundation’s

Suryadatta Institute of Management & Mass Communication (SIMMC)

Pune- 411021

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CERTIFICATE

2
 PREFACE

“Knowledge is the ocean that cannot be fathomed the deeper you go, the more you see its

unbounded profundity”

I am privileged to be one of the student who got an opportunity to do my training with Lopmudra

Polyclinic and Diagnostic Centre. My involvement in the project has been very challenging and

has provided me a platform my potential in the most constructive way.

During the training period I have studied deeply Patients and clinic analysis. did a SWOT

analysis of Lopmudra to find out the shortcoming and potential and there by recommended

suggestions.

I conducted my summer internship program at Lopmudra.

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 ACKNOWLEDEMENT

It is my pleasure to present this report to you. I thank to all people who have helped to me to get

the necessary information regarding my project.

I heartily thank to the LOPMUDRA, they are very helpful in giving me the whole detail of there

every department. And also member of lopmudra they are very helpful at every time & very

enthusiastic. I also thank to Dr. Avdhut Bodamwad who give guidance to me regarding the

project.

I would like to thank to Mrs. Sonali Bodamwad for providing me guidance regarding this

project.

This project of work has helped me in acquiring valuable knowledge regarding application of

theoretical knowledge and has also helped me to understand in a better way what I learnt in

theory.

Date : Dipali Purke

Place : (MBA III

SEM)

ROLL NO: 88

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 DECLARATION

I, Dipali Purke here by declare that the report for ”summer internship project report” title “TO

STUDY VARIOUS DEPARTMENTS OF LOPMUDRA POLYCLINIC AND

DIAGNOSTIC CENTRES BUSINESS STRATEGY AND ANALYSIS” is a result of my

own work and my indebtedness to other work publications, references, if any have been duly

acknowledged. The project work carried out by me during period 03.06.2019 to 03.08.2019

under the guidance of “Dr. Pratiksha Wable”.

Place: Pune Dipali Purke

Date: MBA III SEM

Roll no-88

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 EXECUTIVE SUMMARY

The project is about analysis of departments of Lopmudra Polyclinic and Diagnostic Centre. In

that study about various department is done. i.e. Operations, Administration, Marketing.The

management of the patients with analytical and behavioural technique studied . The software of

patient record ,how to increase patients quantity ,how to handle management system ,swot

analysis is studied and done the survey on patient opinion and feedback about the Polyclinic.

As given above in the operation department studied that maintainence of clinic which includes

Patients as well as doctor record about attendance , no of treated patients, payment record of

consultants etc. It also includes observation of clinic : prescription ,instruments, water bottles

,pen, are available in consultancy & IPD or not.

Administration department is same as operation but in that additional part is to maintain software

as well as book record of all things like attendance ,leave,payments ,sweeper, inventory etc.

In this the work is to fill up the google sheet (walkin patient name) ,lab record , feedback record,

Inventory record etc. At the end of the month make the attendance record of staff for payment.

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In the marketing department I studied that : how to promote the clinic ? aware about clinic to

people. Arrange Health check up camps. Gather patient for Camp.

Similar as all the department the behavior of staff to patients and vice versa comes under

behavioural department.

TABLE OF CONTENT

SR.NO. PARTICULARS PAGE NO.

Chapter 1 INTRODUCTION 09

Chapter 2 LITERATURE REVIEW 12

Chapter 3 INDUSTRY PROFILE & ORGANISATION PROFILE 22

Chapter 4 TASK CARRIED OUT 47

Chapter 5 DATA ANALYSIS & FINDINGS / OBSERVATION & 51

LEARNINGD FROM THE TASKS CARRIED OUT

Chapter 6 CONCLUSION 58

Chapter 7 RECOMMENDATIONS & SUGGESTIONS / KEY 60

CONTRIBUTION TO THE ORGANIZATION

Chapter 8 LIMITATIONS OF THE STUDY & SCOPE FOR FURTHER 62

RESEARCH

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8
 LIST OF FIGURES
SR.NO. PARTICULARS PAGE NO
Fig 3.1.1 Healthcare Financing Model 29
Fig 5.1.1 Patient Age 54

Fig 5.1.2 Work Area 54

Fig 5.1.4 Visit of patients to clinic 55

Fig 5.1.5 Polyclinic Services 55

Fig 5.1.6 Camp Arrange by clinic 56

Fig 5.1.7 Growth of patient 57

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 Chapter 1
INTRODUCTION

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1.1 Conceptual Background

Introductory healthcare management text that covers a wide variety of healthcare settings, from
hospitals to nursing homes and clinics. Filled with examples to engage the reader’s imagination,
the important issues in healthcare management, such as ethics, cost management, strategic
planning and marketing, information technology, and human resources, are all thoroughly
covered.

Healthcare management includes nursing, allied health, business administration, pharmacy,

occupational therapy, public administration, and public health. Hospital administrators are
individuals or groups of people who act as the central point of control within hospitals. These
individuals may be previous or current clinicians, or individuals with other healthcare
backgrounds. There are two types of administrators, generalists and specialists. Generalists are
individuals who are responsible for managing or helping to manage an entire
facility. Specialists are individuals who are responsible for the efficient and effective operations
of a specific department such as policy analysis, finance, accounting, budgeting, human
resources, or marketing.

After studied all the parameters which are given above I decided to choose project based on the
above parameters. I gave an interview In NCORD PVT. LTD and JANHAGIR HOSPITAL
,Pune but there is no work profile in which I wish to work . I got an opportunity in LOPMUDRA
to work. In Lopmudra the work is given to study the administration ,marketing,accounting
departments and I have four year experience as a nurse at UJJWAL CLINIC NAGPUR. So I can
easily manage all the departments of clinic that’s why I decided to work in LOPMUDRA AND
DIAGNOSTIC CENTRE to increase my knowledge and grow my carrier with HEALTHCARE
INDUSTRY.

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1.2 Need for study

Need to study various departments of clinic which are related with the process from patient
admission to discharge . It also includes the awareness and promotion part of the clinic.In
short it is analysis of the various processes held in clinic.

1.3 Problem Statement

This report has a title as “To Study various departments of lopmudra polyclinic and diagnostic
centre”.
This project includes detail description of various clinical and non clinical Processes of
organization. It also includes how effectively the staff handles the patients and doctors by their
behavior and skills. This is whole study of clinic on the basis of their activities and behavior
among staff, patients/visitors and doctors.

1.4 Objectives of the study

 To study how the Patient & Doctors Database is maintained.

 To study how the Attendance, Leave records, Patient feedbacks are maintained.

 To understand need of patients & how the facilities are work for patients.

 To examine the process of IPD & OPD, Administration , Marketing & Behaviour is done.

 To understand software of patient record.

 To understand how the health checkup packages afre created.

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 Chapter 2
LITERATURE REVIEW

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2.1 KEY COCEPT TERMS AND THERE DEFINATIONS:

 What is Healthcare?

 Healthcare is the maintenance or improvement of health via the prevention, diagnosis,

and treatment of disease, illness, injury and other physical and mental impairments in
people. Health care is delivered by health professionals in allied health
fields. Physicians and physician associates are a part of these health
professionals. Dentistry, midwifery, nursing, medicine, optometry, audiology, pharmacy, 
psychology, occupational therapy, physical therapy and other health professions are all
part of health care. It includes work done in providing primary care, secondary care,
and tertiary care, as well as in public health.

Health care systems are organizations established to meet the health needs of targeted
populations. According to the World Health Organization (WHO), a well-functioning
health care system requires a financing mechanism, a well-trained and adequately
paid workforce, reliable information on which to base decisions and policies, and well
maintained health facilities to deliver quality medicines and technologies.

 What is Management ?

Management can be defined as the “process of administering and controlling the

affairs of the organization, irrespective of its nature, type, structure and size”. It is
an act of creating and maintaining such a business environment wherein the members of
the organization can work together, and achieve business objectives efficiently and
effectively.

Management (or managing) is the administration of an organization, whether it is

a business, a not-for-profit organization, or government body. Management includes the
activities of setting the strategy of an organization  and coordinating the efforts of
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 its employees (or of volunteers) to accomplish its objectives through the application of
available resources, such as financial, natural, technological, and human resources. The
term "management" may also refer to those people who manage an organization –
individually.

 What is Healthcare Management?

Health systems management or health care systems management describes the leadership
and general management of hospitals, hospital networks, and/or health care systems. In
international use, the term refers to management at all levels. In the United States,
management of a single institution (e.g. a hospital) is also referred to as "medical and
health services management", "healthcare management", or "health administration".
Health systems management ensures that specific outcomes are attained, that departments
within a health facility are running smoothly, that the right people are in the right jobs,
that people know what is expected of them, that resources are used efficiently and that all
departments are working towards a common goal for mutual development and growth.

 Concept
Healthcare management consists of skilled executives who manage the business side of
healthcare organizations.These businesses include hospitals, rehabilitation centers and
public health systems, among other organizations. Also referred to as healthcare
executives or healthcare administrators, managers in this field work to ensure that the
organization grows with operational efficiency, financial strength and medical quality. If
you choose to be a healthcare manager, you will be working to enable patients and their
families to receive the best possible care. You can also expect to be functioning within a
behind-the-scenes field that partners with the front line of medicine, such as doctors,
nurses and other professionals to care for patients.

Management of the healthcare administration field conduct health planning, provide

organizational structure, develop and enforce policies, conduct risk management and

15
 manage assets for the organization. You are suited for this field if you consider yourself
someone with a variety of business talents and interests, with integrity, leadership
capabilities and ability to develop broad understanding of health service delivery.
Anyone going into this field must understand medical terminology, organizational
finance and corporate politics. In essence, to thrive within this role, you must be able to
communicate across a wide variety of fields and speak the language of professionals with
whom you work.

 Healthcare management processes and functions

Functions are given below:

To maintain Patients record .

To maintain Accounting Record.
Arrange health check up camp and maintain record of that.
To maintain inventory record.
Mark the behavior of patient, staff and consultants and improve it if required.
Take audit once a month.
To check feedback of patient and do changes in hospital facility according to patient
complaints.
Aware people about clinic and clinical facilities.

Fig : Five main process in Healthcare Management

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  Keeping healthy (prevention)

This includes physical fitness, bed nets against malaria, a good diet, clean drinking-water and
less use of tobacco; the list goes on. We could have the best hospital care, but it would not
achieve much if this first process is not functioning well. The use of personal improvement
projects is a mechanism to improve health at the individual level. However, the healthcare
system also has to engage in proactive prevention of future illness. If a 4-year old with a weight
problem is left to habits already well developed, subsequent problems not only with health, such
as increased risk of diabetes and subsequent consequences, but also social problems may arise.
Another illustration is smoking cessation: societal support is important, as illustrated by
successful legal activities in this area.

 Detecting health problems

If people do not come forward, it can be difficult for the health system to help them. Proactive
outreach on the part of the healthcare system is important. Cancer screening is an illustrative
example. If a fast-growing malign melanoma is growing without detection, the effectiveness of
the diagnostic and treatment processes might be of little help. The citizens could be more
actively engaged in monitoring their own health status. Longitudinal data are more useful if
collected regularly. Daily measurement of hypertension or blood sugar can provide more
information than can be collected once every few months in a doctor's office.

 Diagnosing diseases

This is the process needed to trigger the next process of treatment. There are few things less cost-
effective than the wrong diagnosis. Timeliness of diagnosis is critical for many disease paths.
The healthcare system provides the knowledge and methods for this process.

 Treating diseases

Curing and caring is at the core of most of today's discourse on quality improvement in
healthcare. Through self-management, the citizen can work as a stronger partner with the
healthcare system to improve this process.

Providing for a good end of life

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An effective, but endless treatment process is not always consistent with a good end of life. One
shortcoming of an effective treatment process that is often not discussed is when the treatment
obstructs the patients' quality of life in their last period of life. For many diseases, ageing is the
root cause leading to the deterioration of all human systems—some slower, some faster. The
medical specialties are divided by organ/symptom area: the heart, eyes, hearing, mental health,
etc. What is considered good care from a symptom area specialist may not create a good end of
life. A holistic point of view is required; therefore, there is a need for more physicians in the
specialty of geriatric care.

2.2 Theoretical models/Published Articles

I.Chronic disease management: Discussing the perspectives of general practitioners in Italy

Sara Barsanti , Francesca Guarneri First Published October 16, 2019 Research Article

Abstract

The aim of this paper is to provide an overview of general practitioners’ perspectives across key
criteria for effective chronic disease management. The study setting is the Tuscany Region in
Italy that implemented the Chronic Care Model in 2010 with multidisciplinary team to assist
chronic patients. We used the results of a web-based survey of general practitioners (N = 1136)
conducted in 2015 to compare the experiences and satisfaction of general practitioners involved
(group 1) and not involved (group 2) in the Chronic Care Model. The analysis included all
general practitioners, and compared the two groups’ perspectives of the different core aspects of
Chronic Care Model through conducting an ANOVA analysis and Bonferroni test. General
practitioners involved in the Chronic Care Model are found to be more favourably disposed
toward measurement and benchmarking, and more satisfied in terms of decision support system.
Conversely, no significant differences were found in terms of collaboration with specialists,
which remains weak and in terms of community collaboration and involvement. This study
provides a detailed investigation of the implementation of Disease Management Programs, by
considering the professional point of view.

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II.A “new normality” for health services management research

Federico Lega First Published September 5, 2019 Editorial

Information

 Dear authors and readers,

Healthcare systems are facing a new normality. Disruptive innovation is coming as quick as ever.
Artificial intelligence. Robots. Precision medicine. And much more.

Financial struggles are common to all countries, even the richest.

In many places health professionals are experiencing a loss in status and role. And there is a
widespread shortage of doctors in many developed and developing countries.

New business models are emerging and diffusing. Low cost or low price healthcare. Focused
hospitals.  Medical tourism.

In this context, it seems we need new paradigms to face the new normality. Henceforth, there is
an enormous space to develop new influential research. Some hints. We need to look at health
sector rather than just to systems. Relationship between public and private players is evolving in
different directions.  Coopetition is pairing competition. Further, industry and health
authorities/providers relationships are under deep transformation. What is the sense of
partnership here? What is the ground to cooperate?

Patient are central as ever. How do we shift from compliance to concordance? How we develop
co-creation and co-production of services?

Chronic care models are evolving in population health management. But what are the outcomes?
And exactly what are we doing?

Hospitals boast to be patient centered. It is a marketing action? Or there are real transformation
going on? Which results? Impact on outcomes?

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Task shifting and skill mix have been in the agenda for the last 20 years. Yet there is little
research on the matter. There is anyone out there willing to help us to understand what’s on?

These are only few areas of a much wider space for research.

And above all, there are still the same two questions: how and which leadership is vital for this
changing times, and how management practices are evolving.

Much to investigate. Lots of interesting files and research questions.

HSMR is ready to become the forum for the debate on this new normality and all its
implications.

The floor is now yours.

III.Comparing modular and personal service delivery in specialised outpatient care: A

survey of haematology and oncology patient preferences

Katariina Silander, Paulus Torkki, Antti Peltokorpi, ...

First Published August 12, 2019 Research Article

Abstract

Background

Oncology and haematology are shifting from inpatient to outpatient care, requiring new care
delivery models. This study compares preferences of oncology patients treated by named nurses
in a traditional specialty-focused day hospital and haematology patients treated without named
nurses in a modularised day hospital.

Methods

Questionnaires to explore patient preferences on number of treating nurses and named nurses,
and satisfaction in day hospital care were distributed to 300 haematology and 410 oncology
patients. Binomial logistic regressions were performed to study how background variables
influenced preferences for having (i) a named nurse or (ii) maximum three treating nurses in the
day hospital.

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Results

In 2016, 156 (52%) haematology and 289 (70%) oncology surveys were completed and returned.
Both groups were satisfied with day hospital care. Haematology patients preferred named nurses
less often than oncology patients (odds ratio (OR) = 0.09, p < 0.0005). Haematology patients
were less likely to prefer a maximum of three treating nurses (OR = 0.12, p < 0.0005).

Conclusion

This study suggests that patients can be satisfied with outpatient care with or without named
nurses. However, as several factors affect patient satisfaction and experience, more in-depth
research is needed to understand how modularisation and patient preferences may be linked.

IV.Improving service in an emergency department by designing the health production flow

Oscar Barros, Rodrigo Riffo, Inti Paredes First Published July 5, 2019 Research Article

Abstract

Background

Most emergency departments have overcapacity with poor service measured by length of stay.
We hypothesized that a formal design of the emergency department production flows will
improve service. Thus, we propose a methodology that was tested in a large hospital, including
new flow implementation.

Results

We implemented new workflows during June to July 2017. A comparison of the patients’
average length of stay from June to September shows a decrease of 26%. Additionally, a
comparison with 2016 shows a decrease of 50%. Direct evaluation of the value generated reveals
an emergency department admissions increase of 540 monthly, equivalent of a savings of

21
approximately US$250.000 annually. This savings is a very conservative estimate because the
most significant value of this work is fast service that diminishes the patients’ risks.

Conclusions

Production design is an important problem in health services in terms of potential service

improvements, executable with a formal, systemic, replicable method founded on several
disciplines. Thus, we are replicating the approach at other hospitals with extensions to other
service.

2.3 OBJECTIVES

 To study how the Patient & Doctors Database is maintained.

 To study how the Attendance, Leave records, Patient feedbacks are maintained.

 To understand need of patients & how the facilities are work for patients.

 To examine the process of IPD & OPD, Administration, Marketing & Behaviour is done.

 To understand Software of Patient record.

 To understand how the health checkup packages are created.

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 Chapter 3
INDUSTRY PROFILE

23
 3.1 About Industry

A hospital is a healthcare institution patient treatment with specialized medical and nursing staff
and medical equipment. The best known type of hospital is the general hospital, which typically
has an emergency department to treat urgent hospital problems ranging from fire and accident
victims to a heart attack. A district hospital typically is the major health care facility in its region,
with large number of beds for intensive care.

The healthcare industry is one of the world’s largest and fastest-growing industries. Consuming
over10 percent of gross domestic product the most developed nations, health care can form an
enormous part of a country’s economy.

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The healthcare industry is the range of companies and non-profit organization that provide
medical services, manufacture medical equipment, and develop pharmaceuticals. It includes the
generation and commercialization of goods and services lending themselves to maintaining and
re-establishing health The modern healthcare industry is divided into many sectors and depends
on interdisciplinary terms of trained professionals to meet health needs of individuals and
populations.The healthcare industry is an aggregation and integration of sectors within the
economic system that provides good and services to treat patients with curative and preventive
care. It includes the generation and commercialization of goods and services leading themselves
to maintaining and re-establishing health. The modern healthcare industry is divided into many
sectors and depends on interdisciplinary terms of trained professionals to meet health needs to
individuals and populations. There are many ways to providing healthcare in the modern world.
The place of delivery may be in the home, the community, the workplace, or in health facilities.
The most common way is to face to face delivery, where care provider and patient see each
other.

Improving access, coverage and quality of health services depends on the ways services are
organized and managed, and on influencing providers and users. Healthcare is the maintenance
or improvement of health via the diagnosis, treatment and prevention of disease, illness, injury,
and other physical and mental impairments in human beings.

The healthcare equipment and services group consists of companies and entities that provide
medical equipment, medical suppliers, and healthcare services, such as hospitals, home
healthcare providers, and nursing homes. The latter listed industry group includes companies that
provide biotechnology, pharmaceuticals, and miscellaneous scientific services.

Other approaches to defining the scope of the healthcare industry tend to adopt a broader definition,
also including other key actions related to health, such as education and training of health
professionals, regulation and management of health services delivery.

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 3.1.1. World Market

Medical facility have to The global facility industry encompasses all location where medicine is
practiced on an ongoing basis. meet strict set legal standards in most countries with a license
issued by regulatory agency necessary for each facility begin practicing medicine. Medical
facilities can be privately owned, state owned, or be owned by non- profit organization or for
profit business outfits.

Globally, government spending contributed 55% of total healthcare expenditure in 2013, while
private spending, largely funded through insurance, accounted for the remaining 45%. However
the range is wide- in Europe government spending accounted spending both general and
specialty medicine to treat chronic pathologies, including cancer, diabetes, and hypertension.
These new accounts for 75% of diagnosed illness across the world.

Healthcare includes all the services, produces, equipment, and management of illness and the
preservation of mental and physical well-being. The whole industry cover varied sectors such as
the business of alternative medicine, the organization of health services and medical devices,
organ supplies and, more indirectly veterinarian services.

Various types of residences are available for retires depending on their specific needs.
Developers operating in the field of adult and retirement communities continue to increase the
number of option available. An environment friendly approach to development is becoming
increasingly more and more important with developers opting for renovation and there eco-
friendly option.

The study provide guidance on where to find the greatest opportunities for expansion with high
spending on healthcare, prices of medical devices, consumable and drugs will continue to decline
in the developed market of the US and western Europe.

Marketing a playing a significant role in the senior housing sector, with many retirees choosing
senior living communities based on the wellness programs provided. Senior housing providers
are responding to demand for flexible financing and customized to attract retirees.

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3.1.3 Indian market

Healthcare has become one of India’s largest sectors – both in terms of revenue and
employment. The industry comprises of hospitals, medical devices, clinical trials, outsourcing,
health insurance and medical equipment. The healthcare industry is growing at a tremendous
pace due to its strength coverage, services and increasing expenditure by public as well as private
players.
The Indian healthcare delivery system is categorized into two major components- public and
private. The government that is public healthcare system comprises limited secondary and
tertiary care institutes in key cities and focuses on providing basic healthcare facilities in the
form of primary healthcare centers in rural areas. The private sectors provides majority of
secondary. Tertiary and quaternary care institutions with a major concentration in metros. India’s
primary competitive advantage lies in the large pool of well- trained medical professionals. Also
India’s cost advantage compared to peers in Asia and western countries is significant – cost of
surgery in India is one-tenth of that in the USA or Western Europe. India’s constitution
guarantee free healthcare for all its citizens, but in practice the private healthcare sectors is
responsible for the majority of healthcare in India, and most healthcare expenses are paid out of
pocket by patients and their families, rather than through insurance. All government hospitals are
to provide healthcare fees of cost.
Public healthcare is free for those, who are below the poverty line. Middle and upper class
individuals tend to use public healthcare less than those with a lower standard of living.
Additionally, females and elderly use public services more.
The public health care system was originally developed in order to provide a means to healthcare
access regardless of socioeconomic status. However, reliance on public and private healthcare
sectors varies significantly between statuses.
Several reasons are cited for relying on the private rather than public sectors, the main reason at
the national level is poor quality of the care in the public sector, with more than 57% of
households pointing to this as the reason for a preference for private health care.

27
3.1.4 Growth of the industry
In between the 1950’s and 1980’s the health care facilities and personnel increased substantially,
but gradually due to the fast population growth, the number of licensed medical practitioners per
10,000 individuals had fallen in the 1980’s to 3 per 10,000 from the 1981 level of 4 per 10,000.
There were approximately ten hospital beds per 10,000 individuals in 1991. Primary health
centers are majority the cornerstone of the rural health care system.
In the year 1991, India constituted about 22,400 primary health centers, 11,200 hospitals, and
27,400 dispensaries. Such facility were the part of a tiered health care system which funnels
more difficult cases into urban hospitals while attempting to provide routine medical care to the
vast majority in the country side. Primary health centers and sub-centers would majority rely on
trained paramedical to meet most of their needs.
The healthcare industry operations in both of the private and public sectors. The public sectors
are healthcare system consists of facilities run by the central and state governments. The
facilities are provided freely or at subsidized rates to lower income families in rural and urban
areas.
As the countries middle class continues to grow this country’s growth will increase. India’s ever-
growing middle class are able to afford quality healthcare.
Indian health care industry growth story is moving ahead neck to neck with the pharmaceutical
industry & the software industry of the nation. There has been much done in the health care
sector for bringing the improvement like till date, approximately 12% of the scope offered by the
industry has been tapped.
The healthcare industries include systems like ayurveda and homeopathy which are increasingly
gaining prominence overseas. Another major area for investment in India is the research industry
of the healthcare. In India there are tremendous prospects with a huge talent pool and the rise of
biotechnology and bioinformatics.

28
Fig 3.1.1 Healthcare financing model

29
 3.2 ORGANISATION PROFILE

3.2.1 ABOUT ORGANISATION

30
 Introduction
Lopmudra Health Care Pvt. Ltd. is a specialty clinics offering the complete range of family
healthcare services under one roof at affordable rates. Since 2015, Lopmudra Health Care Pvt.
Ltd. has been providing patients with high quality care and exceptional service at its clinics and
hospitals located in Pune, More than 20 experienced doctors are empanelled with us across our
clinics.

Lopmudra Health Care Pvt. Ltd. has a patient centric model and holds an unwavering
commitment to the highest standards of quality and ethics while delivering these services.
Lopmudra Health Care Pvt. Ltd. is managed by a professional team with wide ranging
experience in medicine and management. Lopmudra Health Care Pvt. Ltd. is guided by a single
minded focus on high quality patient care while executing its growth plans. At present, the
company is privately funded

ADD: Flat-5 ,Geeta Mandir Society,Sr.No.13/2, NDA Road,Opp.Bank of maharashtra,

Bavdhan,Pune-411021

Mobile no: +91 8087022022

Tel: +918087022022

web: www.lopmudra.com

Location link - https://goo.gl/maps/TNiku923GZcSuRG48

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 SERVICES
1.Family 2.General Physician 3.Gastrointestin 4.Paediatrician 5.General Surgeon
Physician ologist

6.Dermatologist 7.Orthopedic 8.Infertility 9.Dibetologist 10.Cardiologist

specialist

11.Homeopathy 12.Nutrition & 13.Physiotherapi 14.Pathalogy Lab 15.Healthcare service

Dietition st at home

16.Wellness 17.Day care 18.Psychiatrist 19.Emergency 20.ENT Specialist

program room physician

21.Nephrologist 22.Gynaecologist

 Doctors

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Dr.Avdhut Bodamwad (General
Physician)
MBBS-8 years experience overall
Allopath 97%

Dr.Baban Sortey (General Medcine)

MBBS,MD-38 yrs exp overall
Allopath

Dr.Varada Vaze (ENT)

MBBS,DNB-8 Year experience
overall Allopath 95%

Dr.Swaraj Sathe (Orthopedics)

MBBS,MS,DNB-9 years
experience overall Allopath 92%

Dr.Pratik Pansopkar
(Physiotherapist)
BPTh/BPT,MPT-7 yrs exp.
Overall Therapist

Dr.Pankaj Gunjal (Orthopedics)

MBBS,DNB-9yrs exp overall
Allopath

33
 Dr.Chitralekha Mahajan
(Physiotherapist)
BPTh/BPT-12 yrs exp overall
Therapist

Dr. Vaishali Pawar

(Pediatrician)
MBBS,DCH-11 yrs exp overall
Allopath

Dr.Sampada Adnaik
(Homeopath)
BHMS-12 yrs exp overall
AYUSH

Dr.Akash Chidgopkar
MBBS,DCH-10 Yrs exp overall
Allopath

 STAFF

34
Nursing Staff:

1. Laxmi More-sister
2. Eknath Vahil-Brother

Administration:

1. Ashwini Rokade
2. Snehal

Non Medical Staff:

1. Neeta Mavshi

Pathology runner:

1. Laxman Shinde.
2. Sagar Hande

35
3.2.2 HISTORY/BACKGROUND :

The Lopmudra Healthcare Private Limited’s project is addressing health, aims at offering
the complete range of family healthcare services under one roof at affordable rates through
the chain of polyclinic. Thereby increasing patients’ quality of life and lowering health care
costs. 

A clinic with observation/short stay may be defined as a healthcare facility providing

examination, consultation, prescription to outpatients by a single / general practitioner/
specialist doctor /super-specialist doctor and carrying out few minor procedures like dressing
and administering injections with observation/short stay facility.

A polyclinic with observation/short stay may be defined as a healthcare facility providing

consultation to outpatients by more than one doctor/ general practitioner/ specialist doctor
/super-specialist doctor and carrying out few minor procedures like dressing and
administering injections with observation/short stay facility.

Why Lopmudra?

Today the health care sector faces serious and increasing problems concerning limited
resources for effective disease prevention management. Thus there is very few polyclinics
where total healthcare issues will be resolved under one roof. People have to visit different
doctors for different healthcare services.   Lopmudra is providing complete range of
healthcare services under one roof. More than 20 Doctors are empanelled with us for
providing different types of healthcare solution. It is need of the time to establish such
polyclinics. 

Lopmudra is committed to provide safe and secure environment for patients, their families,
staff and visitors. It shall be situated in a place having clean surroundings and shall comply
with municipal byelaws in force from time to time.

36
Objectives of Lopmudra
 Our goal is “Total family healthcare services under one roof at affordable rates”.
 We have a plan to establish a chain of such polyclinics all over the Pune city and thereby
Maharashtra. 
 Increasing patients’ quality of life wearing healthcare costs.

• To test the feasibility of the project we started a prototype polyclinic located at Flat
No. 5, S. No. 1312, Geeta mandir Society, Bavdhan, Pune.
• It is running successfully and we are getting overwhelm response from people for our
healthcare services. Requirement for our project is resources such as; pathology
instruments,  etc. There are various medical equipments which allow doctors to
monitor health status and provide some vital information about the patients.
• The objective of the project report is to get finance for the project. Primarily we
required financial assistance to expand our existing polyclinic located at Flat No. 5, S.
No. 1312, Geeta mandir Society, Bavdhan, Pune. Our long–term goal is to establish a
chain of healthcare polyclinic all over the Pune city and thereby Maharashtra. 

37
3.3.3 INTRODUCTION TO FUNCTIONAL DEPARTMENT
Finance

In financial management involves handling routine financial operations, such as negotiating

contracts, making cash available for expenses such as payroll, and maintaining a cash cushion for
unexpected costs. At the company’s executive level, financial management means providing the
other members of the leadership team with information to make strategic plans to prepare for the
future.

Finance management is an art and a science in any industry, but health care is particularly
challenging because the industry changes so fast. With the affordable care act, for instance,
insurance have had to recalculate their plans and their premium structure.

In the Lopmudra polyclinic, finance & accounts

AIM: to ensure smooth flow of cash in whole organization.

ACTIVITIES:

 To maintain correct and accurate books of accounts.

 Timely payment to staff.

38
  To make statutory payments and submitting statutory returns within limits prescribed
under law.
 Funds management and banking activities.
 Submitting timely and accurate reports to management to assess deviation from budget.
 Using Practo software for financial data management.

Human Resource

Human resources like natural resource, they are often buried deep. You have to go looking for
them; they‟re not just lying around on the surface.These quotes characterized the role of human
resource management in the healthcare industry, one of the world‟s largest employees.
Managing the flow of the healthcare labor force is tall order that requires creativity, knowledge,
insight, and most all, teamwork.

Right people are the key to the success of any organization. To give competitive advantage to
business Lopmudra Polyclinic makes investment in people processes. The various processes of
HR are:

Manpower Planning (MPP):

MPP is one of the important steps to develop organization from none. MPP of polyclinic is based
on various factors like –number of operational beds & average occupancy, shifts, functions,
number of consultants etc.

39
Recruitment & Selection:

We believe in attracting the best talent for our Polyclinic. At Lopmudra, recruitment is very
systematic and lot of time and effort are devoted to select the right candidate.

To manage perpetual growth of an organization constant infusion of new and talented human
resource is essential. The recruitment process at Lopmudra is stringent to ensure that we get
quality people. The process starts from man power requisition & sourcing bio-data for the
positions in the organization.

Joining formalities:-

The joining formalities include filling up the joining report and the necessary forms like P.F. ,
Gratuity , Income Tax declaration (online) and Med claim form, Bank Account (ICICI Bank).
Within two-three days of joining the HR department will issue the appointment letter to the new
lopmudra employees.

Training & Development:-

Training and thereby continuous development of the associates is a must for Lopmudra to sustain
its advantage over other competitors. The basic purpose of training is to build skills needed in
current role and develop competencies to assume higher responsibilities in near future. It is
intended to specially develop competencies to assume higher responsibilities in near future.

Salary & Wage Administration:-

Salary is deposited directly into account of the staff members at the end of month.

40
 Operations

Operations management refers to a focus on the practice designed to monitor and manage all of
the processes within the production and the distribution of products and services.

Health care is an extremely diverse industry. It primarily includes institutions and practitioners
that offer services for the diagnosis, treatment and prevention of injury, illness, disease and other
physical and mental improvements.

There area wide variety of specialties that focus on specific treatments. Healthcare refers to
primary, secondary, and tertiary care, as well as to public health.

Operation management is essential for the efficient functionality and provision of health
services. Because the health care sector is currently undergoing a considerable amount of reform,
the jobs of those who managed health care operations are changing as well.

In Lopmudra operation study tends to management of hospital with the following contents:

41
  In each consultant room the instruments are available or not?
 Call the patients to collect blood test report.
 Recall the patients for appointment.
 Take the vitals of patient once patients are in the clinic.
 Manage the inventory .

Marketing

Hospital marketing is a way of promotion which provides high quality medical care to the
consumer or community while satisfying patients and families need. The target market includes
patients and families, communities, doctors, medical personnel, hospital staff, and society.
Hospital marketing has three functions first, from the hospital’s point of view through analysis of
the target market, hospitals can understand the future needs of consumers and establish good
management strategy for higher profitability.

The hospital marketing may inform the consumers with the correct healthy concept and accurate
consumer’s choices, and to promote the quality of medical care. The purpose of medicine is to
service of humanity.

42
In the lopmudra Polyclinic,

AIM: to make people aware about the facility and services provided by hospital.

ACTIVITY: planning for hospital business development strategy, Implement pro-active

marketing strategy as per the market situation, Effective communication & co-ordination to all
customer groups, Organize educative lectures & health checkup champs.

3.3.4 ORGANISATION STRUCTURE

Director

Consultants

human Medical non-medical

finance Marketing Administratio administratio nursing
resource n n

Fig :
Organisation
structure of
Polyclinic

3.4 SWOT Analysis Of Organisation

43
SWOT analysis is a strategic planning technique used to help a person or organization identify
the Strengths, Weakness, Opportunities, and Threats related to business competition or project
planning.

Users of SWOT analysis often ask and answer questions to generate meaningful information for
each category to make the tool useful and identify the competitive advantage.

It is intended to specify the objective of the business venture or project and identify the internal
and external factors that are favorable and unfavorable to achieving those objectives.

STRENGTHS: Characteristics of the Business that give it an advantages to over business.

 High quality of care and services to patients.

 Different types of health packages with affordable rates.

 Every patient treated by Expertise doctor.

 10% discount to non-affordable patients.

 Calm behaviour of doctors with staff and patients.

44
WEEKNESS: Characteristics of the business that place the business or project at a
disadvantages relative to others.

 Reports of lab should be on time.

 Leave should be taken by leave application .

 Coordination between morning and evening staff.

 Rules and Regulation Board should place.

 Maintenance of health instruments.

 Time slot of doctor should be fixed .

OPPORTUNITIES: Elements in the environment that the business or project could exploit to
its advantage.

 Health Camps with minimum cost to increase further patients.

 Partnership with diverse groups.

 One to one marketing.

 Technological advances like E-health app.

 National Health Policy.

THREATS: Elements in the environment that could close cause trouble for the business or
project.

 Competition from other hospitals.

 Replacement of nurse/Brother by another nurse when they on leave.
 Low nurse/brother ratio.
 Facilities should be provide if mentioned in manual.

45
3.5 COMPETITORS OF LOPMUDRA

1. Om Hospital, Bavdhan

2. Bavdhan Medicare centre

3. Trupti Hospital

4. Suraksha Rajdhksha

5. Vaman Ganesh Clinic

6. Chellaram Hospital

7. Jack & Jill children clinic

8. Dr. Mugdha Joshi Cinic

9. Sanvedan eye and ENT care, Bavdhan.

46
 Chapter 4
TASK CARRIED OUT

47
Maintainance of Doctors and Patients IN-OUT Entry:

48
49
Patient Record:

50
 Maintainance of attendance,leave record, patient feedback:

51
Practo Page and Patient Profile:

52
Leave record:

53
Lab Record & Follow up calls:

Follow up calls:

54
Inventory

55
 PATIENT FEEDBACK FORM

Name of Patient : Age/Sex:

Address/mob.no :

Appointment Date & Time: / / 20 - AM/PM

Name of Consultant:

KINDLY RATE THE CLINIC ON THE ACCORDING TO FOLLOWING QUESTIONS.

(1. very satisfied, 2. satisfied, 3.dissatisfied , 4.very dissatisfied )

Sr.No Questions/Answer 1 2 3 4
.
1. What was the Purpose of your visit to our Clinic?
ANS:

2. How was your experience while your appointment was

taken?
3. How effective was the Administration/Receptionist?
4. How effective was the Nursing Staff?
5. How satisfied were you after your consultation with the
Doctor?
6. What is your opinion about clinic?
ANS:

56
7. Was the location of clinic easily accessible? Yes No

8. Was the waiting time too long for you? Yes No

9. Any suggestion for Clinic?

ANS:

57
Facilities for patients :

58
59
  All facilities are available in lopmudra except xray and sonography .
 But for that DMS lab is available at which the Blood Tests are performed.
 There are three family physician are available in clinic from morning to evening.
 All specialists are available on call. Whenever patient visit to clinic after 15 min the
specialist Dr. will available to treat patient.
 ECG,vaccination facility available in clinic.
 If patient not able to come at clinic then Doctor as well as Nurse/Brother take Home
Visit.
 Appointment of patient by call is also available in clinic.

4.1 OBSERVATIONS-

In 15 days of observation I observ that:

Consultancy & consultants:

 There are 3 consultancies with single IPD bed.

 The timing of doctors to visit clinic; behavior of doctor with patient; with staff etc.

 Records of IN-OUT time of Consultants because the specialists come to clinic on call
basis.

Administration:

 Sincere & calm behavior of staff with patients and coordination among them.

 Cleanliness of hospital.

60
  Record of each patient is maintained by the medical software along with accounting.

 No. of patients are minimum at day than evening OPD.

 No Rules and regulations boards are in clinic.

 Enquiry of sonography and x-ray comes daily but due to lack of that facility patient
return.

 Over book is there to give over from morning staff to evening staff.

Marketing

 Monthly Health checkup camp done by clinic at societies and in clinic with affordable
cost to patients.

 Visit to nearby socities, school ,corporate area to aware about clinic and convince to take
admission in health check up camp.

Health Checkup camp Posters:

61
62
63
64
Inventory

 Maintain the record of all inventory required to hospital like books, pens,
notepad,prescription pad, ink of stamp and stationary.

 Similarly record of clinical inventory like: injections, syringe, instruments, IVs, RBS
strips, blood collecting tubes etc.

4.2 BUSINESS DEVELOPMENT & MARKETING:

 Arrange Health checkup camp at societies , school, colleges and corporate area.

 Aware about the Lopmudra and facilities giving by clinic to unaware peoples.

 In business development the objectives which have to applied that are sound architectural
plan, increase revenue, identify target market, effective community orientation.

 Develop different health check up packages with affordable price to patients.

 Identify the problems facing by rural area patients take camp with free of cost to solve
their problems and to give better treatment.

4.3 ADMINISTATION/OPERATIONS:

 Learn the software in which all patients data is recorded.

 Also record of financial data is done with the same software.

 Take appointment of patients which is walkin/on call/online/ by website and arrange the
appointment with coordination of resp. Doctor and patient.

 Send the blood test report to patient and resp doctor once reports mailed by DMS lab.

 Make proper record of visit time of doctors, bills, inventory, patients, account etc.

 Take audit once in month.

65
4.4 Source of Data

 Walk-in Patients/Visitors
 Patient Profile
 Previous Data Record
 Flyres of Lopmudra
 Patient Feedback
 Staff /Consultants Opinion about clinic.

4.5 DATA COLLECTION INSTRUMENT

 Questionnaire
 survey
 Competitors
 Feedback of patients.
 Magazines

 News paper

66
 Chapter 5

DATA ANALYSIS &

FINDINGS

67
5.1 DATA ANALYSIS AND INTERPRETATION

PATIENTS AGE

25-37
10 yr-
25 yr
<10

Fig 5.1.1 Patient Age

INTERPRETATION: Out Of 100 Majority Of Patients Is Between Age 25-37

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 EMPLOYEES

female
male
male
female

Fig 5.1.2 Employees

INTERPRETATION: Out Of 100 Females are Majority in Clinic

which division do you work in?

medical service
nursing
non-medical
customer service

Fig 5.1.3 work area

INTERPRETATION: Out of 100 respondents both medical and non medical staff are same

69
70
 Frequent visit of patient after checkup

after 5 day
after 7 days
before 3rd day
no vist

Fig 5.1.4 visit of patient in clinic

INTERPRETATION- out of 100 respondents 50 percent patients not visit to hospital
because of cure.

polyclinic provids good service to you(patients)

strongly agree
agree
disagree
strongly disagree

Fig 5.1.5 Polyclinic services

INTERPRETATION: out of 100 patients 60% are happy with the services.

71
 5
2018-19
4.5

3.5

2.5
Series 1
2

1.5

0.5

0
whole body checkup Monsoon vit profile,thyroid diseases

Fig 5.1.6 How many camp arranged by clinic in current year

INTERPRETATION: From the analysis of last year the minimum arranged camp was
mansoon camps.

72
3000
Growth rate of patient
2500

2000

1500
patients

1000

500

0
2016 2017 2018 2019

Fig 5.1.7: Growth rate of patients from 2016-2019

INTERPRETATION: The above graph shows patients till date i.e. july 2019.
The patients are more in 2018

73
5.2 FINDINGS

With the help of this research, I found that

 Patients satisfy with the lopmudra but the other patients which are visit here for
sonography and x-ray they return back because of unavailability of those services.
 Patients feedback is very good toward Doctors and services given by Lopmudra
Polyclinic.
 Apart from that the different types of Health check up camps are taken in clinc for health
checkup.
 Also the camps are taken in different societies and company for the purpose of awareness
about lopmudra and diseases.
 The better treatment is given in one roof ,so the loyalty of patients towards lopmudra is at
the top.
 It helps in understanding which parameters are used to record the data of the Patients and
which type of information is needed to complete profile of patiets..
 It also helps in proper understanding of Leave record, attendance maintenance of all the
consultants and patients.
 This study helps in analyzing various departments and software used by Lopmudra
Polyclinic and Diagnostic Centre.
 This Project helps in understanding the patients needs towards hospital facilities and how
to maintain balance with patients and clinical record .

74
 Chapter 6

CONCLUSION

75
Conclusion

In the Lomudra Healthcare Pvt.Ltd. the no. of Patients are more in 2018 as per growth rate
Graph.

The patient rate of walkin patients are more than the other modes i.e. website, just dial, practo
etc.

The services of lopmudra are very effective and Patients are satisfied with that according to
patients feedback.

Lopmudra arrange health check up camp in every month in clinic,society,corporate area. It is

also for the purpose of marketing.

Administrative department maintain the all record properly.

The patients are satisfied with the services of clinic but not with the fees structure.

76
 Chapter 7

RECOMMENDATION AND
SUGGESTIONS

77
 Change notice board daily with new blogs related to healthcare.

 The timing of doctors should be fixed it not be on call.

 Over register should be maintained.

 Make written contract by mentioning bond , payment ,leave etc. at the time of interview.

 Facility of sonography and x-ray should be available.

 Fees structure should be affordable to patient.

78
 Chapter 8

LIMITATIONS AND
SCOPE FOR FURTHER
RESEARCH

79
Limitations:

 Clinic have less ratio of hiring medical and non medical staff.

 Patient data is confidential. No one can open data other than admin member and director.

 Face to face individual feedback of patient and doctors about clinic can’t be take.

 Loud discussion is not allow infront of patient while treatment.

 Health checkup packages are varies with clinic so do not disclose it on phone.

 Consultants not wait more than 15 min for patients.

Scope:

 Health check up camp twice in a month.

 Partnership with diverse groups.

 One to one marketing.

 Technological advances like E-health app.

 National Health Policy.

 Sonography center and x-ray facilility required.

80
ANNEXURES

81
Glimpses

 Lopmudra Polyclinic & Dignostic Center is with highly quality care and exceptional
services .

 Established in 2015 by Dr. Avdhut Bodamwad(Director)

 It is complete range of family healthcare.

 More than 20 experienced Doctors are empannelled with Lopmudra Health Care Pvt.Ltd.

 Private funded company.

Code of ethics

 Respect and uphold the rights of patients.

 All doctors abide by the MCI code of ethics.

 It is patient centric model and holds unwavering commitment to highest standards of

quality and ethics.

 Lopmudra Health Care Pvt. Ltd. Is managed by a professional team with a wide-ranging
experience.

Observations:

 Cleanliness.

 Flexible time of Doctors for consultation.

 Good co-ordination between consultants and staff.

 Admission process is with rules and regulations.

82
  All records of patients maintained properly.

 No complaints of patients against doctors/staff/service.

BIBLIOGRAPHY
1. https://en.wikipedia.org/wiki/Health_administration
2. https://www.healthcare-administration-degree.net/faq/healthcare-management/
3. https://www.google.com/search?sxsrf=ACYBGNQ3JFSA_36O7y4iiuFxgEUYtjE-6w
%3A1571304087686&ei=lzKoXZ-
_KcHJvgTNxYjoCQ&q=what+is+management&oq=what+is+management&gs_l=psy-
ab.1.0.0l10.2271.7745..10754...0.2..0.246.3127.0j6j9......0....1..gws-
wiz.......0i71j35i39j0i20i263j0i67.qAtCaGgtvD4
4. https://en.wikipedia.org/wiki/Management
5. https://qualitysafety.bmj.com/content/20/Suppl_1/i41
6. https://journals.sagepub.com/doi/full/10.1177/0951484819871011
7. https://doi.org/10.1177/0951484819868681
8. https://doi.org/10.1177/0951484819860325

REFERENCES

www.google.com
En.m.wikipidia.org
Survey
Feedback taken from patients.
Linkdin slide share.

83
 10.QUETIONNAIRE

FEEDBACK FORM OF PATIENT:

1. Name of Patient?
2. What is appointment date?
3. Which Doctor treated you(patient)?
4. What is the purpose of your to visit to our clinic?
5. Was the location of clinic easily accessible?
6. How was your experience while your appointment was taken?
7. How effective was the Administration/Receptionist?
8. How effective was the Nursing Staff?
9. How satisfied were you after your consultation with the Doctor?
10. Was the waiting time too long for you?
11. Cleanliness of clinic?
12. What is your opinion about clinic service?
13. Any suggestion for clinic?

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85