Total Quality Management AZIZ BHATTI HOSPITAL Surgery department

Submitted to :

Mam Tuba Javed

Submitted By:

Syeda Anum zahra 001 Mehwish Akmal Sajda Parveen Saba Rafeeq 002 024 029

Umaira Rasheed 109 (B)

Date

31st-may-2012

Department

FMAS

Section

"A"

Total Quality Management

Importance of health sector and how your work will contribute for improvement of this sector:

Presence of health sector play an importan role in increasing the economy of the country. GDP as well as the GNP of the country also increase. Health sector is important for good health. Its increase productivity and production cost. Health center strengthen the country system because everyone is active to work for the common goal. People standard of living become high. Death rate decrease in the country due to the health sector. Problem of maternity decrease. Employee satisfaction level increase. when they are healthy they will be satisfied with their life and work. Funeral cost decrease just because of the health sector. less deaths and less cost will be bear for the funeral. Abseentism rate as well as turnover rate also decrease, mostly employees demand for leave / turnover when they are physicaly unfit. if more knowlege related to health is provided the and facilities are provided these rates can be decreased. our work will contribute positively in this sector. we will create the awerness in patients through this work. inform the hospital about all the problems which are existing in the department but are ignored that should be corrected. the initials step that should be taken for betterment of the department. listen the problems of the doctors who are running the department. proper facilities for the patients. there should be 2 shifts in one day for betterment of the department as well as hospital. specialist doctors should be hire for every department. if all these things corrected than department and hospital will be run toward the success. Brief history of hospital: Aziz Bhatti Shaheed Hospital, Gujrat has been attached with the Nawaz Sharif Medical College as

the teaching hospital. The DHQ Hospital Gujrat was established in 1963 and renamed in 1966 as Aziz Bhatti Shaheed DHQ Hospital, Gujrat. The hospital has 400 beds. It is not only catering to the health care needs of local people but also of the people of neighbouring districts and towns such as Bhimber, Mandi Bahauddin and Wazirabad. This hospital is also providing routine care services to the prisoners of District Jail, Gujrat. The Pakistan Medical and Dental Council has recognised the hospital for house-job training. The hospital currently has the departments of Emergency, ENT, Gynaecology, Medicine, Obstetrics, Ophthalmology, Orthopaedics, Surgery, Paediatrics, TB/Chest Cardiology and Urology.

Intro of the department: Dr. abid bashir is HOD of the surgeory department as well as associate professor. Dr. abid nazir and Dr. attique are assistant professor. 3-4 senior registrar'z are also working in this department. few house officers are also the part of this department who perform their duties in different duty hours.2 units are working in the hospital, unit 1 hospital doctors who are already performing their duties and in unit 2 NAWAZ SHAREEF MEDICAL COLLEGE Doctors. cheif consultant surgeon of unit 1 is Dr. shahid sayeed. OPD'S (outdoor patient department) of both units are seprate and theater's also.major as well as minor both type's of surgeriez are operate in the hospital. List of the competitors and brief introduction of the major competitors in the localty: Mostly private hospital's are in the loacalty of the AZIZ BHATTI no government hospital like AZIZ BHATTI HOSPITAL. services which are operate / performed in private hospitals are better than the goverment hospitals. Competitors These are the competitors of the hospital. Gujrat Hospital Doctor's Hospital ( jail chowk) Syed Surgical Hospital ( jail chowk)

Critical success factors that must be addressed : 24 hours emergency facility is provided in which patient vitalz like respiration and hearbeat etc are bring to the moderate/ normal level. after this process the patient is shift to the specific ward and doctor continue the further process. Current process: First of patient came for the check up. different test are taken for satisfaction if any problem occur in that than further process is start. doctor recommend for the sugery if any serious problem occur. if patient can recover with medicine than non- surgical treatment is used other wise surgical treatment is preferred. before surgery 3 test are ensured hepatitus C, hepatitus B and HIV. two types of anesthesia is used in operation Local anesthesia General anesthesia local anesthesia is used for minor surgeries patient came in sense's in shorter time period while in major surgeries general anesthesia is used. after surgery patient stay for few days in hospital and discharge after the complete recovery. Assessts/ resources of the department: Different assessts and mechines are used in surgery process Anesthesia euipments surgical instruments sterilization machine O.T kit Sleepers out side the theatre INTERNAL CUSTOMERS Employees:

There are 2 units of surgery. unit 1 cheif consultant is dr. shahid saeed khan and consultant surgeon is dr. maqsood zahid. unit 2 is NSMC teaching unit, HOD is associate professor dr. abid bashir. 2 asstt professors dr. abid nazir and dr. attique, 3 senior registras are also workig dr.sajid, dr. saleem shah and dr. qamar. there are few house officers also there. Total no of employees in department In unit one 2 surgeons while in unit two 6 surgeons and few other officers. Positions In unit 1 cheif consultant is dr. shahid saeed khan and consultant surgeon is dr. maqsood zahid. while in unit 2 HOD is associate professor dr. abid bashir. 2 asstt professors dr. abid nazir and dr. attique, 3 senior registras are also workig dr.sajid, dr. saleem shah and dr. qamar. there are few house officers also there. Salaries Salaries information is confidential. Timings Timing is from 8.30 - 2 pm . they attend the lectures and after that available in their rooms for any problem. Duties All the surgeons perform the different duties. mostly surgeon's duties are to operate the patient at the time of need. few perform both job as lecturer as well as surgeon after that time. Shifts Only one shift is in hospital from 8.30-2pm. after that time the house officers perform the job. Immediate boss Dr. abid bashir is immediate boss. Who assigns the duties and responsibilties Dr abid bashir assign the duties and responsibilties to all the staff and internees but after the

consultation with all the doctors. Volunteers, students, internee's role in the department: Volunteers are vary few or not. students just take the history and examin the patient. after doing this work they than check that work to their associate doctor(teacher).internees duties are at different time day and night. they take rotation in wards at evening and night, at day time doctors are also visit with internees. How the quality of product/ service ensured by the supervisor/ immediate boss: In hospital medical superintendent (M.S) check and ensure the quality of the product/service. How problems are being resolved: If any problemm is faced by the doctors / hospital than they discuss with the medical superintendent (M.S). he solve the problems and conflicts which are faced by any body/ organization. if the problem / conflict is not solved by the(M.S) than the issues is discussed with the govertnment and they take some initiatives to solve that problem. few days ago a problem of (YDA) is faced by the hospital which is solved by the (M.S) through the government. any technical and other problems are less faced by the hospital. Problems faced by the employees in current process: The biggest problem which is faced by the doctors is pay. government is paying less pay according to their post. they demand that cost which fullfill their needs in that time. all the specialist and high level doctors like assistant and associate professor's don't get the faciliies at doorstep. they have to rum to get the facilities in the hospital. sometimes vary small task are performed by themselves. Outlook of facility and employee look: There is no proper uniform for the doctors they can wear any clothes of their daily routein. overall is consider important for every doctor. card is hanged by every doctor which is essential for every doctor.

EXTERNAL CUSTOMER Average no of customers per day or per month: It is a government hospital thats why the number of the customers who visit the hospital are more in number almost 130-150 patients per day visit the hospital for their check ups and medical treatments. its not the exact figure increase and decrease in number also occur day to day. Employee customer ratio:1 Employee customer ratio is 1:20. hospital is providing the facility of the Dr's to fullfill the requirements and need of the patients. its the only government hospital in the gujrat city so all the people from the near villages and town as well as the people of the city also visit this hospital. Facilities available for the customers: Hospital is providing different facilities to the patients but some times due to some problem may b hospital cannot provide all the facilities. Facilities which are provided by the hospital are listed below Guidance Proper guidance is provided to each and every customer like dietary and other precautanory measure's about the visiting hours of the hospital. timing of different doctors. where to sit and from where to purchase the medicine. pre and post operative counseling between the doctors how to perform the operation activity. how much time recovery will take? complications in operation ? etc after the counselig doctor also inform the patient about all the information related to their operation. Sitting arrangment Proper sitting arrangment for the patient as well as for the visitor. ward's as well as room facility is provided to the patients. its depend on the patient which faclity they want to take. its also depends on the financial condition of the patient which they can afford. Visiting hours The vising hours for the patients are from 8.30 to 2 pm. the patients who are admitt in the hospital

after surgery or before their relatives and friends can visit any time. Drinking water facility Drinking water facillity is provided to the patients and visitors but not mineral water. water coolers are located in different place's of the hospital. Stay with patients Stay with patient is allowed but when dr. is on round than the freinds and relatives should leave the room / ward for check up. Major problems faced by the customers and reasons : Appendicts and hernia are the major problems faced by the customers and mostly surgeries are done on these disease's. Reasons Mostly villages are in peripheriz of the hospital. people in that villages are mason weight lifting is their work due to pressure hernia develops in them. Time customers have to wait for different services: customers have to wait for almost 1-2 hours for getting the different services. first of all they have to wait in line for 2RS receipt. After the long time period when they get the receipt they have to wait for their number in front of the doctor room. A large number of patients are their for check up. for x-rays and c.t scan patients have to wait for 2-3 hours after this long time they have to come next day for getting their reports.