TU/ BBM/ VI Semester/ Paper 6.

4: Services Management

Sri Siddhartha Institute of Business Management, Tumakuru.

Paper 6.4: Services Management
Unit - 5
Health Care Management

INDEX
Sl. No. Content Page No.
01 Hospitals : Introduction and Meaning 02
02 Definition 03
03 Hospital Service Management 03
04 Classification/ Types of Hospitals 03 – 05
05 Pharmacy 05 - 06
06 Midwife 06
07 Medical Transcription 06 – 08
08 Outpatient Management 08 – 09
09 Medical Tourism 10 - 13
10 Healthcare/ Hospital Administration 13 - 14

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TU/ BBM/ VI Semester/ Paper 6.4: Services Management

Hospitals
Introduction
Hospitals matter to people – the hospital experience often marks a central point in
their lives. They matter to health systems: they are instrumental for care coordination and
integration and have a key role to play in supporting other health-care providers (including
primary health care) and in community outreach and home-based services. They also often
provide a setting for education of doctors, nurses and other health-care professionals and are
a critical base for clinical research. They must be resilient and able to maintain and scale up
services in emergency situations.
The hospital sector is not monolithic. The relative importance and operationalization
of hospitals’ functions vary according to health-care delivery organizations and each
hospital’s unique position in the system.
Hospitals, clinics and community health agencies can be very different from other work
environments. Healthcare systems are complex and there are many things you need to know
about types of hospital systems, patient care, insurance, healthcare providers and legal
issues. This tutorial will help you learn basic healthcare concepts so you can be successful on
the job and understand the system.
You need to know about the healthcare system so you can be effective on the job. The
image below shows the different groups you will be working with. As you work with the
healthcare team, you will need to know about hospital systems, types of care, and the roles
of each member of the healthcare team. As you work with patients, you will need to
understand different types of insurance, how to help uninsured patients and how to protect
patient rights and privacy. You also need to know what community resources are available
and how to access those services for patients.
Meaning
Hospital is an organization of public health. It is an institution which takes care of the
health and diseases of people with the help of sophisticated equipment and instruments, by a
group of specially trained persons. As many people think, a hospital is not only a place where
sick people are taken care off; it also looks after the health or well being of the people and
maintains it. It tries to keep them in good health and disease free by undertaking
immunization, educational programs and by teaching personal and social hygienic practices.

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TU/ BBM/ VI Semester/ Paper 6.4: Services Management

Definition
The World Health Organization (WHO) defines modern hospitals thus: “A hospital is an
integral part of social and medical organization, the function of which is to provide complete
healthcare for the population, both curative and preventive and whose out-patient services
reach out to the family and its home environment. The hospital is also a centre for training of
health workers and for bio-social research”
Hospital Service Management
Meaning
Hospital Management is a term very broad in scope and may be defined from different
aspects. It mainly relates to management of all aspects of a hospital; a coordination of all
elements of a hospital. This may range from patient care to record keeping to inventory of
medicines and cleanliness. To be able to become a hospital management professional requires
taking care of each and every element of the hospital.
Classification / Types of Hospitals
1. Acute care: Hospital that treats patients in the acute phase of an illness or injury.
2. Addiction/substance abuse treatment: Hospital that exists solely to provide
assessment and treatment of individuals with addictions.
3. Community (General): Non-federal, short-term (acute care) hospital where diagnostic
and therapeutic services are available to the public.
4. Long-Term Care Hospital: Hospital that provides medical and skilled nursing services
to patients with long-term illnesses who are not in an acute phase but require a level
of service not available in a nursing home.
5. Psychiatric Hospital: Hospital that provides diagnostic and treatment services to
patients with mental and/or emotional disorders.
6. Rehabilitation Hospital: Hospital that provides medical, health-related, social, and/or
vocational services to disabled individuals to help them attain their maximum
functional capacity.
7. Teaching Hospital: Hospital that has an accredited medical residency-training program
and usually has affiliation with a medical school.

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Other Classification

1. Based on Location

a. City Hospitals
b. District Hospitals
c. Taluk Hospitals
d. Primary Health Centres (PHCs) at Village Levels

2. Kinds

a. Allopathy
b. Ayurveda
c. Homeopathy
d. Siddha Aushada
e. Nature Care

3. Ownership

a. Government Hospitals
b. Private Hospitals
c. Semi-government Hospitals
d. Voluntary Agencies
e. Private Charitable Hospitals

4. Purpose

a. Teaching and Research Hospitals

b. General Hospitals
c. Specialised Hospitals

Hospital Services Extension

Hospital Services / Facilities
❖ The basic services that hospitals offer include:
● Short-term hospitalization
● Emergency room services

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● General and specialty surgical services

● X-ray/radiology services
● Laboratory services
● Blood services
● Ambulance services
❖ Special and Auxiliary services to the basic list, including:
● Paediatric specialty care
● Greater access to surgical specialists
● Physical therapy and rehabilitation services
● Prescription services
● Home nursing services
● Nutritional counselling
● Mental health care
● Family support services
● Genetic counseling and testing
● Social work or case management services
● Financial services
Pharmacy
Meaning
The science and art concerned with the preparation and standardization of drugs. Its
scope includes the cultivation of plants that are used as drugs, the synthesis of chemical
compounds of medicinal value, and the analysis of medicinal agents. Pharmacists are
responsible for the preparation of the dosage forms of drugs, such as tablets, capsules, and
sterile solutions for injection. They compound physicians’, dentists’, and veterinarians’
prescriptions for drugs. The science that embraces knowledge of drugs with special reference
to the mechanism of their action in the treatment of disease is pharmacology.
Meaning of Pharmacist
Pharmacists are medication experts who use their detailed knowledge of medicines to
help patients get well. The methods they use vary from one practice setting to the next, but
general pharmacist responsibilities include:
1. Dispensing medications, assuring the safety and appropriateness of the prescribed
therapy
2. Monitoring patient health and progress to achieve the best medication results
3. Partnering with consumers and patients to provide education and advice on the use of

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prescription and over-the-counter medications

4. Collaborating with physicians, nurses, and other members of the health care team to
provide expertise on drug decisions and improve patient outcomes
5. Providing knowledge about the composition of drugs based upon their chemical,
biological, and physical properties, as well as their manufacture and use
6. Safeguarding drug purity and strength
Midwife
Meaning
Midwifery is the profession of midwives, only midwives practise midwifery. It has a
unique body of knowledge, skills and professional attitudes drawn from disciplines shared by
other health professions such as science and sociology, but practised by midwives within a
professional framework of autonomy, partnership, ethics and accountability.
A midwife is a trained health professional who helps healthy women during labour,
delivery, and after the birth of their babies. Midwives may deliver babies at birthing centers
or at home, but most can also deliver babies at a hospital.
Women who choose midwives usually want very little medical intervention and have
had no complications during their pregnancy. Because giving birth to twins is more
complicated than giving birth to a single baby, many doctors don't recommend using a
midwife unless under the direct supervision of a doctor.
What Does Your Midwife Do?
1. Provide family planning and preconception care
2. Do prenatal exams and order tests
3. Watch your physical and psychological health
4. Help you make your birth plans
5. Advise you about diet, exercise, meds, and staying healthy
6. Educate and counsel you about pregnancy, childbirth, and newborn care
7. Give you emotional and practical support during labour
8. Admit and discharge you from the hospital
9. Deliver your babies
10. Make referrals to doctors when needed
Medical Transcription
Meaning
Medical transcription (MT) is the manual processing of voice reports dictated by
physicians and other healthcare professionals into text format.

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Healthcare providers voice-record their notes and transcriptionists convert the voice
files to text, typically in digital format. Electronic data is increasingly required for
compliance with Health IT and electronic health record (EHR) initiatives. Voice streaming is
sometimes used so voice files can reach the MT department for immediate transcription.
Transcription was first used in the manufacturing industry. The first process that used
transcription was Manufacturing Resource Planning (MRP), introduced in 1975. The medical
field adopted transcription after the transition to electric typewriters, word processors and,
especially, computers.
Medical Transcription is defined as a process of transcribing voice-recorded dictations
by the healthcare professionals pertaining to the patient’s medical record into an electronic
or paper format to create files that depict the treatment history of the patients. This course
is all about - to learn how to transmit the voice recordings by the physicians and other
healthcare workers and convert them into reports. The course will also teach you to interpret
medical terminology and abbreviations while preparing the patient’s medical history,
discharge summary, and any other documents for that matter.
Required Skills / Qualities / Attributes to Become a Medical Transcriptionist
Medical Transcriptionists must possess the following essential attributes/qualities.
1. Computer skills: Medical transcriptionists must be computer user-friendly and they
also need to know how to operate electronic health records systems.
2. Writing Skills: They should have a sound understanding of the English language and
grammar and should be familiar with medical jargon.
3. Critical-Thinking Skills: Ability to deduct medical inconsistencies and inaccuracies in
dictation. They should also conduct research to find more information to ensure the
details provided in the reports are reliable and accurate.
4. Excellent Listener: They should possess excellent listening skills, should be able to
adjust to different accents and diction to interpret the intended meaning of the
medical report.
5. Time-management skills: Medical Transcriptionists should be comfortable working
under short deadlines and should also possess a high level of concentration over a long
period of time.

Duties and Responsibilities of a Medical Transcriptionists

1. Accurately transcribes the patient-identifying information such as name and Medical
Record or Social Security Number.
2. Transcribes accurately, utilizing correct punctuation, grammar and spelling, and edits

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for inconsistencies.
3. Maintains/consults references for medical procedures and terminology.
4. Keeps a transcription log.
5. In some countries, MTs may sort, copy, prepare, assemble, and file records and charts.
6. Distributes transcribed reports and collects dictation tapes.
7. Follows up on physicians' missing and/or late dictation, returns printed or electronic
report in a timely fashion.
8. Performs quality assurance check.
9. May maintain disk and disk backup system.
10. May order supplies and report equipment operational problems.
11. May collect, tabulate, and generate reports on statistical data, as appropriate.
Outpatient Management
Meaning
An outpatient department or outpatient clinic is the part of a hospital designed for the
treatment of outpatients, people with health problems who visit the hospital for diagnosis or
treatment, but do not at this time require a bed or to be admitted for overnight care. Modern
outpatient departments offer a wide range of treatment services, diagnostic tests and minor
surgical procedures.
The outpatient clinic of a hospital, also called an outpatient department, provides
diagnosis and care for patients that do not need to stay overnight. This is distinct from clinics
independent of hospitals, almost all of which are designed mostly or exclusively for
outpatient care and may also be called outpatient clinics.
The outpatient department is an important part of the overall running of the hospital.
It is normally integrated with the in-patient services and manned by consultant physicians and
surgeons who also attend inpatients in the wards. Many patients are examined and given
treatment as outpatients before being admitted to the hospital at a later date as inpatients.
When discharged, they may attend the outpatient clinic for follow-up treatment.
Types of Outpatient Services
1. Centralized Outpatient Services: All services are provided in a compact area which
includes all diagnostic and therapeutic facilities being provided in the same place.
2. Decentralized Outpatient Services: Services are provided in the respective
departments.
Other types of outpatient facilities include:
1. Polyclinic and Referral Clinic

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2. Outpatient clinics at hospitals or other medical facilities

3. Surgery centers
4. Imaging centers
5. Cardiac catheterization centers
6. Mental or behavioural health centers, which may provide substance abuse treatment
services and mental health services for adults or children
7. Medical group practices.
8. Lab centers
9. Gastrointestinal centers, which may provide screening or other services such as
colonoscopy and endoscopy.
10. Durable medical equipment rental facilities.
11. Physical therapy centers.
12. Chemotherapy and radiation therapy centers
Scope of OPD
1. First point of contact
2. It is the shop window of hospital
3. Makes or mars the hospital image
4. A good OPD service can reduce the load on in-patient services-
5. It is a place for implementing preventive & primitive health activities.
6. Facilitates teaching
7. About twice the in-patients attend OPD every day
Functions of OPD
1. Early diagnosis, curative, preventive & rehabilitative care on ambulatory basis
2. Effective treatment on ambulatory basis
3. Screening for admission to hospital
4. Follow up care & care after discharge
5. Promotion of health by health education
6. Rendering of preventive health care
7. Promotion of health through health education
8. Training of medical / nursing students
9. Keeping up to date records for future treatment, medical education, epidemiological
and social research

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Medical Tourism
Meaning
Medical tourism (also called medical travel, health tourism or global healthcare) is a
term used to describe the rapidly-growing practice of travelling across international borders
to seek healthcare services. Services typically sought by travellers include elective
procedures as well as complex surgeries, etc.
Medical tourism can be defined as the process of travelling outside the country of
residence for the purpose of receiving medical care. Growth in the popularity of medical
tourism has captured the attention of policy-makers, researchers and the media. Originally,
the term referred to the travel of patients from less-developed countries to developed
nations in pursuit of the treatments not available in their homeland.
What really puts the word "tourism" in the medical tourism concept is that people often stay
in the foreign country after the medical procedure. Travellers can thus take advantage of
their visit by sightseeing, taking day trips or participating in any other traditional tourism
activities.
K. Pollard, International Medical Tourism Journal in 2011 defined it as, “A medical
tourist is someone who travels outside of his or her own country for surgery or elective
treatment of a medical condition.”
Types of Medical Tourism
Medical Tourism is an emerging concept in the tourism industry. Medical tourism is the
act of travelling to obtain medical care. There are mainly two categories of medical tourism.
These are following as:
1. International Medical Tourism: When people who live in one country travel to another
country to receive medical, dental and surgical care while at the same time receiving
equal to or greater care than they would have in their own country, and are travelling
for medical care because of affordability, better access to care or a higher level of
quality of care is called International Medical Tourism.
International Medical Tourism can be further divided into two types:
a. Inbound Medical Tourism refers to tourists of outside origin entering a
particular country. When people travel outside their host/native country to
another country for medical purposes, then it is called inbound medical tourism
for that country.
b. Outbound Medical Tourism refers to tourists travelling from the country of their
origin to another country. When medical tourists travel to a foreign region then

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it is outbound tourism for his/her own country.

2. Domestic Medical Tourism: Domestic Medical Tourism is where people who live in one
country travel to another city, region or state to receive medical, dental and surgical
care while at the same time receiving equal to or greater care than they would have in
their own home city, and are travelling for medical care because of affordability,
better access to care or a higher level of quality of care.
Importance and Benefits of Medical Tourism
Medical Tourism is a unique concept in the travel and tourism industry. It plays an
important role in the tourism sector. A large number of people travel for treatment every
year. Medical tourism helps in the development of the economy and living standards of
human civilization. Importance and benefits of medical tourism are following as:
1. Hugely beneficial for economic development.
2. Creates more healthcare jobs.
3. Creates more healthcare facilities.
4. Give access to the latest technology in the medical sector.
5. Improve the quality of life for everybody involved.
6. Participating in Global Healthcare.
7. Increase Better Global Healthcare Standards.
8. Better Knowledge Exchange.
9. Generate Foreign Revenues.
10. Social Benefits.
11. Political Benefits.
12. Economical Benefits.
Reasons to Choose Medical Care in Abroad
There are many reasons for people to travel abroad to seek medical treatment. Most
common reasons for medical tourism are:
1. Disappointment with medical treatment at home.
2. Lack of access to health care at reasonable cost, time.
3. Inadequate insurance and income to pay for local healthcare.
4. The rise of high-quality medical care in developing countries.
5. Greater mobility.
6. A wish to get medical services away from the common environment (escapism).
7. The growing popularity of getting medical services abroad.
8. No wait-list.

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9. Access to the latest technology.

Medical Tourism Issues and Challenges
Medical tourism is a market combination of the healthcare and tourism sector. Medical
tourism is growing day by day internationally as well as domestically. People travel to a
foreign region to get medical treatment than many issues and challenges arise. Due to this
medical tourism is facing many problems and challenges, these are technological, language
barriers etc.
Medical tourism is facing many issues and challenges. Some are following as:
1. Follow-up Problems: The follows up cares is very difficult in medical tourism. If a
patient gets an infection or other problems after surgery after going to his own
country, then there is not any well-established follow-up care in medical tourism.
2. Language Barrier: Cultural and language barriers are the major issue in front of
medical tourism. If the medical staffs do not understand the language of the patents
then the whole process becomes difficult for the patient.
3. Lack of Infrastructure: People are travelling from the developing country to a
developing country for medical treatment. These developing countries do not have a
well-established world-class infrastructure. There are many problems like proper water
and power supply, poor quality food and poor hygiene in hospitals.
4. Lack of Professionalism: The medical staffs in most developing countries lack
professionalism and behavioural aspects. The soft skills of the medical workforce like
warmth, concern, and friendliness are still underdeveloped.
5. Difficulties in Promotion: The developing countries are suffering from the problems
of promotion of medical tourism. There is a lack of quality accreditation and regulation
in hospitals and other medical services provided. There is no uniform pricing and
standardization of services that cause a barrier in building customers' trust on the
services offered.
6. Rule and Regulation: One of the serious concerns in medical tourism related to
differences in law in different countries. There is no standard law in medical tourism
all over the world. There is an unrealistic and weak law in medical tourism. This is a
major challenge faced by medical tourism.
7. Organs Trafficking: Most of the world banned transplant tourism because organs often
come from vulnerable people. However, organs can still be purchased on the black
market.

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Services Provided by Medical Tourism Facilitators

Medical tourism facilitators play a key role in the medical tourism sector. Medical
tourism facilitators also play a major role in making your medical travel easy and
comfortable. A good medical tourism facilitator provides the following services:
1. Customizes Treatment Packages
2. 24/7 Support & Guidance
3. Assistance for Medical Visa Letter
4. Prompt Doctor Appointments
5. Hassle Free In-Patient Admissions
6. Precise Money Exchange
7. Safe accommodation as per Patients Budget
8. Provision for Local SIM Cards
9. Eminent Interpreters
10. Guidance for End-to-End Transportation
11. Appeasing Tourist Packages
12. Post Treatment Follow-Ups
Risks of Medical Tourism
The specific risks of medical tourism depend on the area being visited and the
procedures performed, but some general issues have been identified:
1. Communication may be a challenge. Receiving care at a facility where you do not
speak the language fluently might increase the chance that misunderstandings will
arise about your care.
2. Medication may be counterfeit or of poor quality in some countries.
3. Antibiotic resistance is a global problem and resistant bacteria may be more common
in other countries.
4. Flying after surgery can increase the risk for blood clots.
Healthcare/ Hospital Administration
Meaning
Health administration, healthcare administration, healthcare management or hospital
management is the field relating to leadership, management, and administration of public
health systems, health care systems, hospitals, and hospital networks in all the primary,
secondary, and tertiary sectors.

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TU/ BBM/ VI Semester/ Paper 6.4: Services Management

Job Duties and Responsibilities of a Hospital Administrators

Hospital administrators coordinate all departments within a healthcare facility to
ensure they function as a whole. Their expertise is required to administer, plan, organize,
direct, and monitor the outcomes of medical and health services. Although the role of a
hospital administrator varies from one institution to the next, their duties most often include:
1. Serving
ng as liaisons among ggoverning boards, medical staff and department heads.
heads
2. Recruiting, hiring, and evaluating nurses, doctors, and assistant administrators
administrators.
3. Organizing, directing, controlling, and coordinating services as set forth by the hospital
board.
4. Overseeing
verseeing the creation and implementation of programs and policies for patient
services, quality assurance, public relations outreach, and departmental activities
activities.
5. Developing and expanding programs and services for scientific research and preventive
medicine
ne (research hospitals)
hospitals).
6. Creating a positive and productive work culture through leadership
leadership.
7. Setting the standards for excellence in operations
operations.
8. Hiring and ensuring qualified staff
staff.
9. Maintaining high quality in the delivery of patient care
care.
10. Implement clinical policies and procedures
procedures.
11. Administer compliance with hospital policies
policies.
12. Developing relationships with the medical community, referring physicians, and the
media.
13. Ensure fiscal performance
performance.

Click the
he below link to access BBM EVEN Semesters Notes and Materials
(Tumkur University/ SSIBM)
https://bit.ly/3uTMgZX

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