Running head: Apollo Hospitals Dhaka 1

Apollo Hospitals Dhaka

Iftekharul Alam (182 5175 060)

Tania Tanzin (183 5120 660)

Minhajul Alam (182 5178 660)

Tanjib Sarwer (183 5251 660)

Moonea Zannat (181 5114 060)

North South University

Apollo Hospitals Dhaka 2

Table of Contents

Introduction.....................................................................................................................................4

History & Present Condition of Healthcare Service in Bangladesh.............................................4

History & Present Condition of Apollo Hospital in Bangladesh...................................................5

Services........................................................................................................................................7

Market Size...................................................................................................................................8

Competitors.................................................................................................................................8

Objectives........................................................................................................................................9

Objective I........................................................................................................................................9

What are the HRM Problems and issues Apollo Hospitals Dhaka facing?...................................9

Objective II.....................................................................................................................................13

What sort of HRM approaches do you think need to be taken to ensure ongoing strategic

competitive challenge?..............................................................................................................13

Objective III....................................................................................................................................18

What HRM challenges will Apollo Hospitals Dhaka face in the 21 st Century?...........................18

Conclusion......................................................................................................................................22

Recommendation..........................................................................................................................23

References.....................................................................................................................................24
Apollo Hospitals Dhaka 3

Executive Summary

Apollo Hospitals Dhaka is one of the best hospitals in Bangladesh. But in the past few years,

they had faced some serious allegations, which were proved to be right later on, about selling

counterfeit and expired drugs. There were also various claims about misbehaving with few

patients and mistreating them. These were very serious charges against such an internationally

renowned class-A healthcare provider who was willing to rule the health sector in Bangladesh.

So, we tried to build an HR related case using this information and help them to find a solution

to these problems. Our main objective is to find out what HRM issues and problems they are

facing and what approach they should take to solve them and what might be their upcoming

challenges regarding this 21st century. We followed the course topics that we were taught and

took help from the internet and came up with our ideas & solutions. This report discusses the

HRM approaches need to be taken to ensure ongoing strategic competitive challenge and HRM

challenges Apollo Hospitals Dhaka will be facing in this 21 st century. Finally, some

recommendations were made for them to take into consideration.

Running head: Apollo Hospitals Dhaka 4

INTRODUCTION

History & Present Condition of Healthcare Service in Bangladesh

To ensure equitable healthcare to every residing human in Bangladesh, an extensive

network of health services has been established following the administrative web of

Bangladesh. It is a circuitous form of healthcare network spread across the country ranging

from policy-making bodies to healthcare facilities down to the community level. The

infrastructure of healthcare facilities can be divided into three levels: Medical University,

Medical College Hospitals, Specialized Hospitals exist at Tertiary Level. District Hospitals,

Mother and Child Welfare Centers considered as Secondary Level.

Upazila (Sub District) Health Complex, Union Health & Family Welfare Centers,

Community Clinics (Lowest-level healthcare facilities) are the Primary Level healthcare

providers. Various NGOs (Non-Government Organization) and private institutions also

contribute to this intricate network. The total expenditure on healthcare as a percentage of

Bangladesh's GDP was 3.35% in 2009. In the parliamentary budget of 2017-18, only the budget

has been set for the health sector is 16 thousand 203 crores 36 lakhs Bangladeshi Taka. The

number of hospital beds per 10,000 population is 3. The General government expenditure on healthcare

as a percentage of total government expenditure was 7.9% as of 2009 and the citizens pay most of their

health care bills as the out-of-pocket expenditure as a percentage of private expenditure on health is

96.5%. Doctor to population ratio – 1:2,000. Nurse to population ratio – 1:5,000

In recent times Bangladesh has made important gains in health outcomes. In terms of providing

primary health care, the country has made important strides and most of the health indicators

show steady gains and the health status of the population has improved.
Apollo Hospitals Dhaka 5

Presently, a number of steps have been taken by the government to improve its

leadership and regulatory role to improve equity and quality of services, especially to reach the

poor and the disadvantaged. Initiatives for development of new health policy, revitalization of

primary health care by making all community clinics functional with required human resource,

supplies and logistics, recruitment and appropriate deployment of human resource for health

and gradual extension of e-health services to the rural areas are some of the examples for

health development in the country (WHO).

History & Present Condition of Apollo Hospital in Bangladesh

Apollo Hospital Dhaka is a private hospital in Bangladesh and is part of the Apollo Hospital

Chain. Apollo Hospitals Dhaka is the only JCI licensed 425-bed multi-disciplinary super-specialty

tertiary care hospital in Bangladesh, confidently providing comprehensive health care with the

latest medical, surgical and diagnostic facilities. Expert medical professionals, skilled nurses and

technologists using state-of-the-art technology provide these services.

The hospital started its operation on April 16, 2005, with a mission to provide high

quality international standard health care, which will meet the needs and exceed the

expectations of the people of Bangladesh. It is an eleven-storied building built on four acres of

land with 435,000 square feet floor space, which was constructed with the assistance of

renowned architecture company Smith Group, USA. The hospital is a joint project of Apollo

Hospitals Enterprise Limited and STS Holdings Limited (STS Group). The Hospital is located in

Bashundhara Residential Area. In December 2015 Apollo Hospital started online appointment

and payment services.

Apollo Hospitals Dhaka 6

In 2016, Apollo Hospital Dhaka awarded as the Best International Hospital in Bangladesh

by International Healthcare Commission (IHC), USA. The hospital carried out programs including

in Jamuna Future Park to raise awareness on the World Heart Day. On 12 March 2016, an

autologous stem cell transplantation was carried out in the hospital, the first successful one in

Bangladesh. STS Holdings, the holding company of the hospital, held roadshows, over plans to

make the hospital go public, for institutional investors. Apollo Dhaka in the flagship venture of

STS Holding.

The hospital is the first and only in Bangladesh to get accredited by Joint Commission

International (JCI), which reassures its continued commitment to the highest quality

international standard of healthcare in the region. Since its inception to date, approximately

6,60,116 patients have registered with Apollo Hospitals Dhaka and over 25,14,152 patients

have availed out-patient consultation across over 29 disciplines.

Apollo Hospitals Dhaka has all the characteristics of a world-class hospital with a wide

range of services and specialists, equipment and technology, ambiance and service quality. The

hospital is a showcase of the synergy of medical technology and advances in IT through

paperless medical records. The skilled nurses, technologists and administrators of Apollo

Hospitals Dhaka, aided by state-of-the-art equipment, provide a congenial infrastructure for the

medical professionals in providing healthcare of international standards. Apollo Hospitals Dhaka

softly launched the state-of-the-art Comprehensive Cancer Care Center on 4 September 2017.

The center is ready to provide world-class cancer treatment facilities starting from preventive

to palliative care under one roof. Apollo Hospitals Dhaka offers team-based quality patient care

that is widely acknowledged to be amongst the best in Bangladesh. At Apollo Hospitals Dhaka,
Apollo Hospitals Dhaka 7

patients have ready access to more than 29 specialized departments and services, which are

established as national referral centers. We have five Centers of Excellence and five Strategic

Business Units.

Apollo Hospitals Dhaka has successfully completed 13 years in 2018, of its operation in

Bangladesh. During the past 13 years, they have crossed many milestones, saved the lives of

many with the latest treatment facilities with compassionate service to around 50 Lakhs

patients, and earned reliance. Apollo is committed to putting more effort to provided serve its

patients with international standard services and latest treatments.

Services

1. Bone & Joint Centre

2. Heart Centre

3. Kidney & Urology Centre

4. Mother & Child Centre

5. Neuroscience Centre

6. Accident & Emergency Centre

7. Diagnostic Centre

8. Primary Care Centre

9. Surgical Centre

10. Therapeutic Centre

11. Day Care Unit

12. Accident & Emergency Centre

Apollo Hospitals Dhaka 8

Apollo Hospitals Dhaka also boasts a comprehensive range of Allied Health services,

including Physical Medicine & Rehabilitation, Vaccination, Pharmacy, Dietetics &

Nutrition, Hospitality, Counselling, and Nursing.

Market Size

The last information we could find about Apollo Hospitals Dhaka is for 2008-2009.

During 2009 they had a remarkable success after only four years of operation and have been

able to make a Net Profit of Taka 46.75M through establishing new strategic business policies.

Their annual turnover reached up to Taka 1,701.95M in 2009 compared to Taka 1,348.08M in

2008, a growth of 26%. Gross margin also improved to 50% in 2009 as against 45% in 2008.

Operating cost was controlled by adopting different cost control measures and consequently,

EBITD increased to 19%. Their financial strategy continues to focus on maintaining an efficient

balance sheet while using cash resources to invest in their strategic priorities in order to

increase returns for their shareholders.

Competitors

 United Hospital.

 Lab-aid Specialized Hospital.

 Combined Military Hospital

 Square Hospital Dhaka.

 Ibn-Sina Hospital
Apollo Hospitals Dhaka 9

OBJECTIVES

I. What are the HRM Problems and issues Apollo Hospitals Dhaka facing?

II. What sort of HRM approaches do you think need to be taken to ensure ongoing

strategic competitive challenge?

III. What HRM challenges will Apollo Hospitals Dhaka face in the 21 st Century?

OBJECTIVE I

What are the HRM Problems and issues Apollo Hospitals Dhaka facing?

Apollo Hospitals Dhaka is one of the finest hospitals in Dhaka city. They are famous for

their better treatment services and surgeries. From the very early beginning, Apollo hospital is

so much concerned about their services and they always try to ensure customer’s satisfaction

(means patient satisfaction). But a few years ago, they committed lots of illegal activities. As a

result, the whole system of Apollo hospitals got infected and raised questions about the service

and quality system of Apollo.

In 2015, there was complain that they took high charges for the dead body (even that

baby died when it was born) but the Apollo hospital’s management team gave wrong

information to the guardians. They told them their baby was immature so that it needed extra

incentive care. But the actual scenario was different. They did that for adding high charges.

After a week, Apollo hospital charged almost 5 lacks Taka and told the Guardian that their child

is no more. When they got the dead body and tested in another medical center, the other
Apollo Hospitals Dhaka 10

doctors reported that the child died 7 days ago. After that, the parents issued a legal complaint

against Apollo hospital for misusing their emotions.

Not only that, recently Apollo hospital got fined for keeping expired medicine. Medicine

is important utensils for every medical hospital. Apollo is one of the biggest organizations in the

healthcare sector of

Bangladesh. So, people

trust them blindly. Even

they take extra charges for

every medicine comparing

to other regular

pharmacies. But it is

surprising that when the

investigator investigated

the quality system

management of Apollo,

they found huge

mismanagement. They

found that there were a

huge number of expired

medicines. The

pharmacists argued that they kept the expired medicine but they didn’t sell to the patient.

There is a question of how much valid their argument is? If there in case any accident due to
Apollo Hospitals Dhaka 11

expired medicine who will take the responsibility? The hospital management system or the

responsible pharmacist? For these reasons, the investigator fined them around 5 lac Taka for

their irresponsibility and also warned them if these types of activities happened further, they

would have to face more fines. These types of activities impact negatively overall on the

organization’s brand image. Not only that, sometimes we heard lots of unprofessional activities

against Apollo hospital like sometimes they are providing wrong information about the patient

(though these cases are very rare). But these types of incidents happened in Apollo.

Every people have a soft corner about good treatment and good service system. Apollo

hospital achieved this trust from the customer through a time. But for some staffs the whole

unit and management team faces an embarrassing situation. When we investigate the reasons

for these incidents, we found that the actual scenario why those staffs behaved like that. Every

organization’s selection process is different (job description and job specification). Apollo is a

hospital so they need experienced and well-trained nurses and staffs. But for some dishonest

HR persons, sometimes they recruit the wrong person in the wrong place. For instance, cabins

need more experienced nurses. When they announce vacancies, their required experience was

a minimum of 5 years. But some HR persons took their relatives even though they didn’t have

much experience in that field. As a result, when they joined their actual work field, they faced

lots of problems. They didn’t know how to tackle those VIP patients in a professional way.

Because some cabins were booked by VIP persons. So, they actually look for high-quality

services from their staffs. When they failed to get that they have negative experiences in Apollo

and never willing to go to Apollo hospital again.

Apollo Hospitals Dhaka 12

For these reasons, now Apollo hospital is more restricted in this regard. They are more

concerned and restricted to talent recruitment and selection process. They have rearranged

their HR management system. They discharged those dishonest HR people for those the whole

brand image got in trouble. They have appointed the most prominent HR persons who are

honest and have a clear idea about the recruitment and selection process. Because Apollo

believes that if the organization recruit right and the appropriate person in the right place, they

don’t have to face any kind of obstacles in the near future. For an example: Suppose Apollo is

now looking to appoint neuron surgeon who has almost 12-15 years’ work experience. If a

person more skilled but his/her experience is below 10 they do not even call that surgeon for

the interview session. After selecting the candidates, they are under the observation of some

experts who are famous for their specialization. After passing that session they have to pass

several sessions. These several sessions are taken by different persons. And after getting

different persons’ report, Apollo appoints the best surgeon among the others. These different

sessions are done by different persons because there will be no chance to raise a question

about the recruitment and selection process of Apollo. And Apollo will get the best doctors for

their organization. For these remarkable changes, Apollo hospital is now noticing that the

complains are decreasing comparatively before and the satisfaction level are increasing

positively.

So, from the overall analyses, we notice that the overall performance of an organization

fully depends on their employees and employees’ performances. And recruitment and selection

are the processes through which every organization select their prominent employees among

the thousands of candidates. For these reasons, every organization is more sensitive and
Apollo Hospitals Dhaka 13

emphasizes more on that recruitment and selection process so that they don’t have to face any

kind of obstacles in the near future.

OBJECTIVE II

What sort of HRM approaches do you think need to be taken to ensure ongoing strategic

competitive challenge?

In order to get rid of the problems Apollo is facing now, they can look into some human

resource management approaches- Job analysis, recruitment & selection process, increase

employee morale and training & development.

Job Analysis: Job Analysis is a process to identify and determine in detail the particular

job duties and requirements and the relative importance of these duties for a given job. Job

Analysis is a process where judgments are made about data collected on a job. There are two

major aspects of job analysis - job description & job specification. Job description deals with the

subjective part like what the job will be and what are the responsibilities that an employee has

to carry. It involves- the job title, location, specific operations & task involved, materials &

equipment’s the worker uses, supervision given or received, nature of operations, working

conditions and hazards & hardship involved.

Job specification is the objective part of the job analysis. It is a statement that contains

mental, physical and other demands required of a person to perform the specific job

successfully. It involves- education, experience, training, judgment, initiative, physical demands,

mental capabilities, aptitudes, social skills including-impulsive communications skills,

uncommon sense demands, such as sight, smell, hearing. (Dessler & Varkkey, 2011)
Apollo Hospitals Dhaka 14

Recruitment & Selection Process : Recruitment & selection process is hiring the right

person for the right job to do the right work at the right place. A major concern of recruitment

exists when the pool of availability of workforce is limited. However, due to the requirement of

high skill personnel, a shortage of prospective workers exists in an organization. The

organization provides work for people in a different position to achieve their own goals. Most of

the organizations have a vacancy at a different time around the year and they need to be filled

them on time to continue their work effectively. For recruiting and selecting the best person for

the vacancy organizations have to follow certain processes. The personnel decision process

helps the organization to make a decision about the person who is going to appoint. It makes

sure that it will be fairly treated with all the individuals who are going to apply for the post. All

the candidates are evaluated on the basis of related skills and behaviors.

There are two major sources for recruitment - Internal sources and external sources.

The internal source is basically where the company first look into within the organization to find

out if there is any suitable person for this job or not.

In our case, Apollo should go for the external source. There are wide ranges of strategies to hire

people from external sources. They could go for either referral or other medium to reach the

right people for their organization. Referrals are people who apply for a vacancy when someone

from the organization actually instigates them to do so.

In terms of external source, they can use their company website, newspaper to hire

people. By using these sources, they can easily access to people of all class. People who have

high skill but not that familiar with technology also people who are both highly skilled and tech-
Apollo Hospitals Dhaka 15

savvy, all types of people can be reached through these external sources. Its time saving, cost

effective and mainly organization will get exposure to new people with new ideas.

The selection process is where the organization will decide which candidate to choose for the

organization. Here organization creates a selection process to hire people whose characteristics

will be the perfect match for the job analysis.

Apollo could go for this procedure to select employees:

 Preliminary interview.

 Application Form: Detail about age, education etc.

 Employment Test and Interview.

 Physical Fitness: Medical Examination.

 Final Selection

After the selection, the candidate gets a temporary period for 12 months. If he/she

works effectively and efficiency than he/she becomes a permanent employee.

Increase Employee Morale:

Connection. There should be a connection between the management and the

employees. If employees don’t feel the belongings, they will not be motivated enough to do

their job properly. If an employee feels that they are a part of the organization, their existence

matters to the organization they will be highly motivated to do the job properly. The

management and the employees should share the same goal. If something doesn’t work for the

employee, management should sit with them and should try to resolve their problem.

Recognition. Employees want recognition and appreciation for what they are doing.

Always appreciate them no matter what are they doing. A simple ‘thank you’ is enough to lift up
Apollo Hospitals Dhaka 16

the employee’s mood. Whenever an employee worked hard on something, they expect a little

bit of appreciation from the supervisor. It affirms that their work is being appreciated and

management recognized the work that they did. If management appreciates the hard-working

employees, it will also be beneficial for the organization as the performance of the employees

will increase. If management failed to do so, it will have a huge impact on the organization.

Trust. There should be a decent amount of trust between the authority and the

employees. As we all know that without trust, morale will be at its lowest. It’s obvious that if

there is no trust then the work productivity will be stagnant and workers will not be recognized

for their work. The ‘I’m the best’ attitude ruins the work environment and makes it very difficult

to achieve the organizational goal. So there need to have a good a communication, consistency,

respect and most importantly trust which will help the organization to achieve its goal.

Encouragement. When a team is built with trust, the relationship between the

employees improves a lot. The work environment gets better which helps the employees to get

more creative with their ideas. They will generate new ideas, innovative ideas, unique ways to

overcome the problems etc. The organization can listen to those ideas, doesn’t necessary that

the ideas have to be great or good, the management can simply just listen to the ideas and tell

them to improve the ideas. By doing this, they will not be downhearted but will be motivated to

come up with a better idea next time. This is also beneficiary for the organization as well, as

they are getting new ideas just by changing their management perspective without investing a

lot of money. (Heathfield, "You Can Boost Employee Morale", 2018)

Training & Development: Training plays an important role for the development of all

employees which responds to individuals and helps to achieve to organizational requirements

Apollo Hospitals Dhaka 17

by improving performance and understanding. (Armstrong, 1992).

Considering the strategic direction, how the organization’s core competencies of employees

can be identified and advantages taken from environmental factors. From the training and

development terms, this can implement the classical training cycle and business planning come

close to determining training needs (Mayo and Pickard, 1998).

Organization needs the training to increase the productivity of their employees. Different

methods of training for people. There are two types of training methods.

(a) On-site training & (b) off-site training.

An in-service educational program for nurses and Continuous Medical Education for

Doctors (CME) is done for doctors. These programs are mainly focused to focus on soft skills. An

employee may be sponsored for full or part-time training programs outside the organization.

Annual training plans are drawn up based on the Organization’s initiatives development

priorities. Training plans are regularly reviewed. Effectiveness is measured using specified

qualitative indicators. We know that there are so many methods of training which can be

described as follows:

 On-the-job method

 Job rotation method

 Training by experienced persons

 Apprenticeship

 Conference method

Also, Training needs analysis is done for the existing employees to see if they are weak in soft

skills, being regularly absented.

Apollo Hospitals Dhaka 18

OBJECTIVE III

What HRM challenges will Apollo Hospitals Dhaka face in the 21st Century?

One of the crucial activities for HR managers is HR planning. Regarding the HR functions

of the 21st century, the organizations have altered from “behind the scenes” to becoming the

critical differentiator in businesses. The HR roles have taken a new dimension in the 21st

century especially after globalization. Manpower management is an exasperating job and it

requires specialized skills. During the previous few years, many transitions have taken place like

due to rise in there were numerous layoffs; many people lost their jobs that put a lot of

pressure on organization’s management to reassess its procedures and strategies. (Zorlu, 2009).

Recruitment & Selection: One of the current human resource issues

in healthcare involves recruiting. The quality of people hired depends highly on how effective

recruitment & selection strategies are. However, this process of recruitment & selection is not

always sailing smoothly and is faced with many challenges due to globalization that has allowed

firms to invest overseas. Tangible problems faced during the process may include the cost of

advertising job openings while intangible obstacles can be communication gaps between

recruiters and hiring managers. We know that every person is different from another; even the

hiring committee will make decisions on the basis of their own perceptions as they are

influenced by their values, beliefs and social views and thus it is difficult to rule out the

possibility of biases. The HR of multinationals and local firms is passing through a difficult time.

Both kinds of firms are struggling hard to find suitable candidates. In order to select the cream

of talented people out of the whole pool, it is extremely important for 21st-century managers
Apollo Hospitals Dhaka 19

to broaden their view of judging people on the basis of their origin, culture, values, ethnicity

and background.

Employee Turnover Rates: HRM is becoming a complex field with time as earlier the

employee was only concerned with his/her economic survival but now employees seek a more

balanced work and family life. Career prospects and pay is increasingly becoming more

important as we don’t really see an employee sticking to one company for his life like the

earlier days. Hence, it becomes imperative for an HR manager to consider several factors for

management and understand the reasons for employee turnover. A manager needs to be

aware of the reasons why an employee leaves a company and whether it could have been

prevented. In addition to hiring shortages, Apollo hospitals are also struggling to retain the

excellent staff members they already have. With so many jobs open to medical professionals,

it’s all too easy for staff to leave if they’re unhappy or dissatisfied. In the past six years, the

average registered nurse (RN) turnover rates have increased from 11.2 percent to 17.2 percent.

In 2016, turnover for bedside RNs ranged anywhere from 8.8 percent to a whopping 37

percent; so, while some organizations are dealing with more reasonable numbers, many others

are battling much larger deficits. What’s more, the rising national average indicates that it’s

only getting worse over time. The work of HR in Apollo hospitals and can help retain nurses by

addressing the changing demands of the workforce, making their organizations more attractive

to current employees, and ensuring supervisor-employee relationships are flourishing.

Employee Burnout: Burnout is caused in part by staffing shortages, and it has a

compounding effect on employee turnover. On top of that, burnout has a negative impact on

both patient care and patient safety, as emotional, mental, and physical exhaustion leaves
Apollo Hospitals Dhaka 20

providers (doctors and nurse practitioners included) unable to perform their best. Recent

surveys have found that burnout rates for nurses are as high as 70 percent, while burnout rates

for doctors and nurse practitioners can reach as high as 50 percent. These statistics reflect an

epidemic, the ramifications of which include poorer patient health. There’s a significant

correlation between these burnout rates and increases in patient infection rates. Patients can

see the impact of burnout, too; they report lower satisfaction rates in facilities where burnout

rates are higher. HR professionals need to be aware of the effects an overworked and under-

supported staff can have on patient care. There is currently a nationwide push for safe staffing

legislation, which would mandate hospitals to keep the nurse-to-patient ratios within safer

limits.

Training & Development: As mentioned previously, employees in the medical field

today are looking to learn new skills and gain access to advancement opportunities. And

providing this kind of employee engagement is a critical job of HR in the healthcare

industry. Many in the nursing profession intend to further their careers by becoming nurse

practitioners, doctors, or nursing managers, and more and more often they expect help along

that journey from their employers. Providing career development employees desire can be

costly, but the costs of hiring and training replacements are far higher. Training employees is an

investment, and it pays dividends on the other end, both in retained employees and in their

increased capability. HR professionals need to be aware that systems like these are becoming

increasingly prolific in the industry. It’s also important to note that the functional roles of the

human resource department in healthcare may include the implementation of new training

within their own organization.

Apollo Hospitals Dhaka 21

Promoting Organization Culture & Heterogeneous Workforce: The organizations

today are having heterogeneous workforce; which is of course considered to be a positive thing

as diverse minds will guide to new creations & ideas, but managing the culture where people

have different mindsets and putting across the cultural values is indeed a challenging task. The

culture of any workplace is its root and hence HR managers really have to put a lot of effort into

developing a successful organizational culture. Due to acquisition and mergers in the 21st

century, HR managers have to develop such a culture that supports these changes (Williams,

2003).

Conflict Management & Resolution: Conflict has two sides’ one positive which is

called constructive conflict and another negative that is known to be destructive conflict.

Today’s managers have to be well trained to deal with both kinds of conflicts. The 21st century

has brought with it long working hours, high level of competition, the pressure to attain targets

etc. which is known to have stress and conflicts among organizational employees. The HR

managers need to find methods for coping up with conflict timely. They have to act as a

mediator and must quickly respond to the conflict before it results in drastic damage to an

organization. The HR manager has to be a skilled communicator, as clear and transparent

communication plays a vital role in conflict resolution. Sometimes HR managers are expected to

explain the code of conducts to an employee to handle employee complaints and sometimes

they act as a liaison between employers and labor unions to resolve the conflict among parties.

Business Ethics & Values: Paying keen attention to business ethics and values is

important to any manager’s job. With the recent changes in workplace culture, strategies and

organizational structure, it has become more imperative to have values and ethics in place
Apollo Hospitals Dhaka 22

which will decide organizational sustainability in the global market for a longer period. The HR

department is bound to deal with an array of ethical issues or challenges as this unit directly

deals with employees of a company. HR department encounters many ethical hazards that may

damage the reputation of a company as well as its financial sustainability in the long run.

CONCLUSION

Apollo Hospitals Dhaka’s mission is to be the premier international standard healthcare

destination with comprehensive super specialty excellence touching lives with care and

empathy. They are working with a vision to be recognized as a health care industry leader,

valued by patients and healthcare providers, respected by the health care community, sought

after as an employer and admired by their competitors. The hospital is about not only cutting-

edge technology and performance-driven skill of doctors and nurses, but also about hope, as

symbolized by the flames of hope in the torch on their LOGO. In Bangladesh, most of the time,

Apollo Hospital has been on the positive sides in most of the times. However, there are a few

weaknesses as well, but those can be removed effectively. Apollo Hospitals Dhaka is trying to

bring healthcare of international standards within the reach of every individual. So, they are

committed to the achievement and maintenance of excellence in education, research and

healthcare benefit of humanity. Apollo believes that the employees are the central life of any

organization and so their management is highly important for achieving all the goals. It works as
Apollo Hospitals Dhaka 23

a support system by implementing Apollo Hospital's mission by providing the multi-dimensional

workforce. Their HR Department has been designed in a way to add value to an employee's

position by enriching with duties and responsibilities aimed to add to the company's image and

bring profitable business to the company. On the other hand, this company has demonstrated

their quality in Human Resource Management. The more precisely their works are done, the

more perfectly their commerce will accomplish its objective. Apollo Hospitals Dhaka always

tries to maintain a congenial working environment where employees will feel better and

contribute more to the success of the organization. They arrange various motivational

programs to maintain a congenial environment.

RECOMMENDATION

 They should hire experienced HR people to deal with their existing problems

 In order to get rid of the problems they are facing currently they need to hire

responsible people who will take the right decisions whenever it’s required

 The selected candidates’ qualifications must match with their job requirements - Apollo

needs to ensure this first

 The organization should provide some attractive offers to regular patients in order to

maintain customer loyalty.

 They need to ensure that their employees are not involved in any types of unethical

work.
Apollo Hospitals Dhaka 24

 They need to start weekly inspection at the pharmacy

 Lastly, they need to uphold their business ethics and values.

Apollo Hospitals Dhaka 25

REFERENCES

Apollo Hospital fined Tk16 lakh. (2015, September 08). Retrieved April 12, 2019, from

https://www.dhakatribune.com/uncategorized/2015/09/08/apollo-hospital-fined-tk16-

lakh

Best Hospital in Dhaka - Apollo International Hospitals. (n.d.). Retrieved April 12, 2019, from

https://www.apollohospitals.com/locations/international-hospitals/dhaka

Correspondent bdnews24.com, S. (n.d.). Apollo Hospitals in Dhaka fined for selling counterfeit

drugs, keeping expired reagents. Retrieved April 12, 2019, from

https://bdnews24.com/bangladesh/2018/02/19/apollo-hospitals-in-dhaka-fined-for-

selling-counterfeit-drugs-keeping-expired-reagents

Dessler, G., & Varkkey, B. (2011). Human Resource Management. Delhi: Pearson Different

approaches to HRM. (n.d.). Retrieved April 12, 2019, from

https://www.ukessays.com/essays/business/different-approaches-to-human-resource-

management-business-essay.php

Heathfield, S. M. (2018, December 12). You Can Boost Employee Morale. Retrieved from

https://www.thebalancecareers.com/you-can-boost-employee-morale-1918107

Home. (n.d.). Retrieved April 12, 2019, from http://www.apollodhaka.com/

Mahendru, M., & Kaleka, J. K. (2011). Challenges to HRM in 21st Century. SSRN Electronic

Journal. doi:10.2139/ssrn.1841363

Nayab. (2018, November 18). Human Resource Management Traditional Approach: Processes

and Controls. Retrieved April 12, 2019, from https://www.brighthubpm.com/resource-

management/75466-a-traditional-approach-to-human-resource-management/
Apollo Hospitals Dhaka 26

Perucci, D. (2019, April 10). 4 Big Challenges Facing HR Professionals in the Healthcare Industry.

Retrieved April 12, 2019, from https://www.bamboohr.com/blog/challenges-facing-hr-

professionals-healthcare-industry/