ADMINISTRATIVE

SERVICES AND
PUBLIC AMENITIES
IN A HOSPITAL
PREPARED BY-

STHITAPRAGYAN SENAPATI

SUBHASHREE MURMU

JAGADISH PRASAD TRIPATHY

 •Business Services
•Finance Department

•Accounts Departments

•Admitting services

•Information services

•Human resources department

•Marketing and planning

•Public Relations

•CSSD(Centralized Sterile Supply Department)

•Fund raising

•Housekeeping

•Security 

 ADMINISTRATIVE SERVICES​
- Administrative services play a key role in delivering the top notch clinical services to the communities we serve. ​
-  Administrative services work closely with
the front line departments to ensure patient safety, clinical quality and patient satisfaction.​
-They are necessary to the hospital's business and physical plant management.
-The CEO leads these administrative services and is directly responsible for the day-to-day operations of the facility.
- Primary administrative services are as follows:
 Function based division of spaces

Admit, transfer and discharge

Interview the patient for

information collection.

Compute and
arrange for payment of pre-
admission deposit

Accept reservation
for scheduling future admission

Disseminate information
related to admission, transfer,
discharge, death, etc.
Business and admitting services
Businessservicesmanagesthehospital'sadmittinganddischargefunctions,recordschargestoapatient'saccount,andhandlesaccountsreceivableswiththethirdpartypayerssuchasinsurancecompanies Maintain bed index showing
Registrationandbillingsystem  bed availability
Receptionandenquirycounter 
 Asthisisthe areaoffirstcontactofpatientwiththehospital,locationof  OPD, identificationandfunctionsareimportant.
Arrange patient escort services
 Staffmemberspostedinthisareamustbefullyawareofalltheareas.
to other hospital areas
  Wheelchairs &trolleysarealsoarrangednearreceptioninthespecificspace.Thisarrangementenableseasy&fasttransportationofpatients.
  Registrationcounter 
Itislocatedinthevicinityofreceptioncounter. Allthepatientswhocometohospitaloutpatientservicesneedtoregisterthemselves,obtain OPD paper/cardcontainingname&registrationnumber.
 Hospital Patients
patients from
outside Flow diagram of the
registration and admitting
Reservation zone
Receptionist
functions performed by
other units or departments
Patient transfer
and discharge Scheduling Functions performed by
admitting department
Emer
Medical gency Emergency patient flow
Financial Pre-admitting records flow
Routine patient flow
management information
Information flow

Safekeeping
Interview
patients Escort
valuables
Info into computer
Inpatient services
Outpatient services
Information distribution Nursing units
. X-ray
. Medical
. Laboratory
. Surgical
All units . Physical therapy
. Ortho
concerned . Outpatient clinics
. Paediatric
Emergency services
Other units
Finance and accounts departments Flow chart depicting the workflow
between the finance and the accounts
COMMUNICATION  department
The finance department advises theCEO on the financial policy and large range
planning, establishes procedures for accounting functions, receives and deposits THE PROCESS OF
REPORTING THE
all monies received by the hospital, and approves the payments of salaries and RECORDED
INFORMATION TO
other expenditures. THE USERS OF
ACCOUNTING.
Accounting is the central to the hospital's financial business. Detailed and sound
accounting practices are fundamental to maintain important organizational ACCUMULATION 
statistics for administrative decision making.
THE PROCESS OF
CLASSIFYING AND
ACCOUNTS   SYSTEM  RECORDING THE
TRANSACTION
WHICH FINANCE DEPARTMENT 
  Hospital   accounting is a particular system of FREQUENTLY TAKES
INTERPRETATION  The finance department is responsible for
PLACE IN A the overall finances of the hospital and is
accounting which accumulates, ANALYSING AND HOSPITAL 
EVALUATING  THE
accountable for the accuracy of all financial
communicates and interprets historical and REPORTED accounting transactions. 
INFORMATIONS IN SUCH A Structure of the finance department :
projected economic data that are useful for the WAY THAT IT CAN EASILY •  Financial accounting section
BE UNDERSTOOD AND
• Accounts receivable
purpose of ascertaining the financial position and UTILISED BY THE USERS
Sections of accounting
FOR WHOM IT IS MEANT  • Accounts payable
operating results of a hospital.  • Payroll 
• Management accounting section
 
 Space requirements for medical records
department
Information services
It depends upon the size of the hospital:
Information services and medical record maintenance are core functions of
hospitalmanagement. • 50 BEDS- 150-175 SQ.FT

• 100 BEDS- 225- 250 SQ.FT

Medical records have recently been designated a source of revenue asthey
have direct bearing on reimbursement from insurance companies. • 200 BEDS- 450-500SQ.FT

Medical records are maintained on alladmitted patients and they are indexed This area may be adequate to store inactive
medical records also. Space 120 SQ.FT-500SQ-
according tophysician, disease and FT required.
operation
Fully functional computers and proper office
MEDICAL RECORD DEPARTMENT (MDR)  equipment for staffs required.
  Medical records department is responsible for collecting, and protecting
patient information, and protecting patientsinformation, and disseminating it
to the right person or an organization, in order to promote the quality of
patient care. Connection between spaces
inside MRD department

ARCHIVE   CODING 
         ADMISSION  STATISTICS 
  Checking to ensure that a   Analyzing the medical
complete details of ​
records  of all inpatient   Preparing statistics for
  Registration of inpatients patients are present in following discharge and
and outpatients who the medical records.  administration, hospital
assigning a set of
are admitted to wards, and external agencies
numeric codes to
hospital and the Assembling and internally such as the ministry of
diagnostics data based
accident organizing the MR and health. ​
on the information
and emergency filing them in an orderly classification of diseases   Providing health
department  and timely manner.  and the international information for physician,
Retrieving these records for classification of nurse and student for
various users. procedures in medicine medical research purposes.
Functional flow in a medical records department
 Zoning of the spaces in
control room

Sr. Hospital Ho Jn.

administrator ad spita
mi
n l
ato istr
r

Control room
Thecontrolroomisanextensionoftheofficeofmedicalsuperintendent.
Itismeantto addressvariousadministrativeissuesencounteredduringhospitaloperations.
It ensures24/7availabilityofaqualifiedandtrainedhospitaladministrator inhospitalset-upwhereoperationscontinuetoprevailincessantly.   Control ro
Theconceptofcontrolroom
om
Equippedwithcomputer havinginterconnection 
Closedcircuittelevision(cctv)system coveringtheadjoiningdepartmentareas
Awashroomandanteroomfurnishedwithsetteeattachedtothecontrolroom
Thecontrolroom manned24/7bytworesidenthospitaladministrator(sr&jr) and onefacultyofhospitaladministration
Forfurthersupportthematterwereescalatedtothemedicalsuperintendent  
  
Functioningofcontrolroom Superintenden
Bedmanagement.
Localpurchaseinemergency 
Preparednessforemergencycareofvipanddisastermanagement 
t office
Personnelmanagement 
Arrangingventilatorsanddirectionsregardingabgmachines 
Defermentofcharges Direct attachment in the
Requestforduplicatereceipts same space
Specialforprivileginghospitalstaff
Administrativeissuesencounteredincontrolroom  Indirect connectivity
Workplaceviolence
Billingandcashcounterrelatedissues 
 
Human resource department  These function are divided among following categories :
The human resource department in health care is a strategic approach to
the effective management of employees in a  hospital.
It is the process of hiring and developing employees so that they are
more useful to both their specific fields of work and the organization as
a whole. 
It includes recruiting,training, evaluating employees, analyzing jobs,
communicating with staff members and managing salaries. 

The role of this department is to manage all aspect of

operation that are personnel related 

Human resource management function includes:

Hiring 
Physician and nurse recruitment
Employee orientation
Personnel management
Benefits& compensation management
Counselling
Claims handling 
Training and performance monitoring 
Professional development programs
State and federal regulation education 
Work place safety and sanitation 
 Marketing and planning in health
care
 The marketing of healthcare encompasses the
analysis & management of four factors essential
to the delivery of health care 
• Product -the type of healthcare to be
offered 
• Place-how the service will be delivered to
the patients, location, mode of access bigger
than 
• Price- often much bigger than the money
price, which the patients pay in term of pain
suffering ana rude treatment at hand of
hospital personnel 
Public relation  • Promotion -how and what prospective
 Publicrelationsistodevelopresonancebetweentargetcommunityandinstitution, andtoplanandsustaintheeffortstokeepthisresonance. 
  Themainfactorsbringingforththeneedoftheestablishmentofpublicrelationdepartmentsarelistedbelow  patients learn about the organization and
.Thesystematicallychangesinhealthsector 
.Thecomplexstructureofhospitals  the service it offers   
.Theremarkablespecializationinmanyfields 
.Languageproblemandbureaucracy  Role of marketing in health care 
.Publicunconsciousnessandthepowerofthespecialist 
.Thechangesintheconditionsofthepatient  Variables includes 
.Professionalizationofhospitalmanagement 
.Thedutiesandresponsibilitiesofpublicrelationsdepartmentsathospitals  • Patient
  hemanagerialdutiesandresponsibilities 
T
 Informingthestaffabouttheinstitutionalobjectivesandpoliciesandprovidingflowofknowledgeandinformationfromtopmanagementtostaff.  • The physician 
Thedutiesandresponsibilitiesfromthepointofservice 
Establishinganinformationdesktoanswerthequestionsofthepatientsandtheiraccompaniersandtocanalizethem.  • The employer
Puttingcomplaintboxesandhavingaphonelineviawhichpatientsandaccompaniersexperiencingproblemscanexpresstheirproblems.
 Preparingposters,brochuresandetc.Forinformingandenlighteningthepatientsandaccompaniersreferringtothehospital. 
Physicalsettingdutiesandresponsibilities 
Beingsensitiveaboutthephysicalappearanceandhygiene(suitabletohealth)conditionsofthehospital.Encouragingthepersonneltobekeenandsensitiveonthisissue. 
Securingthattheinnerandouterappearancearesuitabletotheinstitutionalimage. 
Centralized sterile supply department (CSSD) 
   The central sterile supply department is responsible for preparing
medical/ surgical supplies and equipment sothat they are sterile and ready foruse in patient care.
With the centralization of the pre-disinfection, cleaning, packing and sterilization of all items in one
department, it isof paramount importance to provide consistently high standardsin the sterilization
techniques and product quality. 
 As the number and variety of surgical procedures and the  types of medical devices are constantly
growing, an optimized processing isvery important for efficiency, economyand patient safety.
3D DIAGRAMMATIC VIEW OF CSSD

FLOW DIAGRAM SHOWING THE CIRCULATION

BETWEEN PLACES IN AND OUTSIDE THE CSSD
INTERIOR VIEW OF CSSD
CONNECTION OF CSSD WITH DIFFERENT
DEPARTMENTS
PLANNING&DESIGNINGOFCSSD(ACCORDINGTOHHBC)
STRUCTUREOFCSSDDEPARTMENT
Location
Forminimizingdistancefortransportation&alsoforsavingtime,CSSDshouldbelocatedasnearmainuserareasaspossiblelikeOperationTheatres,intensivecareareasetc.Therefore,CSSDshouldbeonthesamefloororthefloorimmediatelyaboveorbelow.
Whileplanninglocation,supplylocationi.e.linenstore,laundry&generalstorecanbeplannedinthevicinityofCSSD.

2. Area
  requiredforCSSDDepartment
Requirementofareadependsmainlyonworkload,numberofsterilizingequipments&turnoverofthematerial.
Minimumarearequirementis7sq.ft.perbed(Minimumareaof100sq.ft.isrequiredifhospitalissmall).

3. Surface
  AreaCalculationforCSSD:
ZONES INSIDE THE CSSD
For>300beddedHospital:7m²/No.ofBeds
For300to600beddedHospital:6m²/No.ofBeds
Conference hall ​
•Conference room are meant for formal and large meeting ​
•Conference rooms are for conference call, board meeting, management discussion and major decision-making situation ​
• These rooms will contain video conferencing and/or projector/screen functionality ​  ​
OTHERADMINISTRATIVESERVICES
Superintendent office ​
•Medical superintendents supervise the everyday operations of healthcare facilities, such as hospitals and nursing homes. ​
•They focus on improving the quality of patient care by ensuring the facilities are well-staffed and finances well-managed. ​
•This career is suitable for professionals with excellent administrative skills and a background in healthcare administration. 
Other administrative services :
Director's cabin
Hospitalsalong withthe clinicalservices, are also largely
1.Office of HOD's
2.Fund raising department
dependent upon the administrative services for its
3.Security services, etc.
smooth workflow and other administrative and
interactive processes.
Design of such spaces should alsobe precisely done in
order tohave asmooth and interactive workflow
between the services
 DESCRIPTION OF FUNCTION QUANTITY UNIT AREA TOTAL AREA REMARKS
SL
NO. ADMINISTRATION
1
RECEPTION 1 20sq m 20sq m Area analysis of
2WAITING 1 24sq m 24sq m 25 person
3CHAIRMAN'S ROOM WITH TOILET 1 each block of
3.1 CHAIRMAN'S OFFICE 1 22sq m 22sq m 1 person
3.2 P.A 1 7sq m 7sq m administrative
3.3 RECORD ROOM
4 M.D'S OFFICE
1
1
6sq m 6sq m
department
4.1 M.D OFFICE WITH TOILET 1 22sq m 22sq m 1 person
5DIRECTOR'S Admin. OFFICE 1 7sq m 7sq m
Source: Slideshare
5.1 DIRECTOR'S Admin. ROOM,TOILET 1 20sq m 20sq m 1 person
5.2 P.A 1 7sq m 7sq m -hospital report by
5.3 RECORD ROOM 1 6sq m 6sq m Amir Hamza
5.4 GENERAL ADMINISTRATION OFFICE 42sq m 42sq m
6 EXECUTIVE DIRECTOR'S OFFICE 1
6.1 EXECUTIVE DIRECTOR'S ROOM 1 20sq m 20sq m
6.2 P.A 1 7sq m 7sq m
6.3 RECORD ROOM 1 6sq m 6sq m
6.4 DEPUTY EXECUTIVE DIRECTOR'S 1 16sq m 16sq m
6.5 P.A 1 7sq m 7sq m
6.6 RECORD ROOM 1 6sq m 6sq m
7 ACCOUNTS AND FINANCE SECTION
7.1 DIRECTORS ACCOUNTS 1 20sq m 20sq m 1 person
7.2 P.A 1 7sq m 7sq m
7.3RECORD ROOM 1 6sq m 6sq m
7.4 CHIEF ACCOUNTANT 1 20sq m 20sq m 1 person
7.5 GENERAL ACCOUNT'S OFFICE 1 42sq m 42sq m
7.6 CASH COUNTER 1 20sq m 20sq m 4person
7.7 CASHIER OFFICE 1 10sq m 10sq m
 DESCRIPTION OF FUNCTION
SL NO. QUANTITY UNIT AREA TOTAL AREA REMARKS

8 MEDICAL RECORDS ROOM

8.1 MEDICAL RECORD OFFICER'S ROOM 1 16sq m 16sq m 1person

8.2 MEDICAL RECORDS ROOM 1 30sq m 30sq m

8.3 MEDICAL RECORDS ASSISTANTS ROOM 16sq m 16sq m 1peo

9 METRON'S OFFICE

9.1 METRON'S ROOM 1 10sq m 10sq m

9.2 OFFICE ROOM 1 20sq m 20sq m

9.3 RECORD ROOM 6sq m 6sq m

9.4 PUBLIC RELATION OFFICE

10 P.R.O OFFICER ROOM 1 14sq m 14sq m 1person

10.1 OFFICE 1 20sq m 20sq m 2person

10.2 MEETING ROOM 1 44sq m 44sq m 16person

11 TEA PREPARATION 1 20sq m 20sq m

12 PHOTOCOPIER DOCUMENTATION 1 5sq m 5sq m

13 COMMON TOILET(MALE) 1 11sq m 11sq m

14 COMMON TOILET(FEMALE) 1 11sq m 11sq m

 ADMINISTRATIVE
OFFICES
MEDICAL RECEPTI (HR, ACCOUNTS AND
RECORDS CONTROL ON
ROOM FINANCE, PR AND
DEPARTMENT MARKETING, ETC.,)
CIRCULATION

LOUNGE FOR
STAFFS AND CHAMBERS FOR THE
CONFERENCE HALL OFFICERS
FOR LOUNGE AND (DIRECTORS, HOD,
ADMINISTRATIVE WAITING AREA SUPERINTENDENT,
MEETINGS ETC.)

GENERAL FLOW INSIDE THE ADMINISTRATIVE DEPARTMENT

PUBLICSERVICES
.Accordingtoasurveyconductedwiththepatientsaboutthenonclinicalfacilitiesithasbeenacknowledgedthatnonclinicalorpublicservicesandamenitiesisasimportant
astheclinicalreputationofahospital.
.Evenwhilereferringapatient,thedoctorsplaceaconsiderableweightonthepatientexperience,inaddition toconsideringthehospital'stechnology,.Clinicalfacilitiesand
staffs.

The public amenities is general divided into two parts:

General public amenities
Amenities for staffs, doctors and other administrative
members.
General public amenities Amenities for staffs, doctors and other administrative members
Play area, gym and recreation spaces for staffs and doctors
Park and green spaces Cafeteria 
Temple Library and computer facilities 
Attendant cafeteria Home theatre
ATM Resting lobby and rest rooms
Food zones Parking(staffs, doctors and administrative members)
Attendant's dormitory & living
Parking(general)
Hospital Parking 
Healthcare facilities need to provide a sufficient number of parking spaces for 
i.Patients, 
ii.Staff, 
iii.Doctors  
iv.Emergency

Generally, the peak parking demand for acute care hospitals and outpatient facilities occurs weekdays during the day shift.   Ambulance parking
This is when the demands of the peak shift staffing and outpatient traffic coincide. Inpatients being admitted or discharged ― along
with their escorts ― will also be greatest during the day shift. 
Separate space is needed for service vehicles who tend to access the hospital site during the weekday business hours as well. 
A formal parking may be necessary to ensure that there is adequate parking, particularly during peak periods ― with the highest
demand generally between 10:00 a.m. And 2:00 p.m., Monday to friday. 
Some general  number of parking spaces required for various types of parking are as follows: 
 Doctors -separate parking must be provided ,as they some time have longer length of stay 
Inpatient admissions/discharges — this generally accommodates inpatients being admitted/discharged (with their escorts) for an acute
care hospital with a four-day average length of stay at 85% occupancy; inpatient facilities with longer lengths of stay would require less
parking spaces.  Underground parking for staffs and doctors
Visitors to inpatient nursing units — a maximum of one space per bed — this will depend greatly on the community, both in terms of the
number of visitors per inpatient and daily visiting patterns (daytime versus evening), and will also depend on hospital visitation policies. 
Hospital staff — up to one space per each day shift employee — this should be considered the maximum and would be reduced by the
availability of public transportation, offsite parking due to a constrained site, or other staff incentives to minimize onsite parking. 
Outpatients — up to three spaces per exam/procedure room — maximum demand assumes that each exam/procedure room is occupied by
a patient with one patient waiting and another patient leaving (including their escorts). 
Emergency patients — one space per each four average daily emergency department (ed) visits — assumes that up to 75 percent of the
average daily visits occur during the peak eight-hour shift with an average turnover of about three hours. 

Parking for patients and visitors

General public amenities
When we talk about the amenities or services offered by the hospital administration to the normal population, some of the common amenities are:  park and green spaces
Temple                                            Food zones                                                     ATM                    
Attendant's cafeteria                     Attendant's dormitory & living                 Park and green spaces
‘Temple
Indians, irrespective of the caste or community to which they belong, are highly religious and god-fearing.So, in order to cater the psychological needs of the patients and their relatives, major hospitals build
small temples within the hospital premises.
Attendant's cafeteria
The design of cafeteria for the attendant's and visitors to the hospital generally serves as a      refreshment zone for the person who is getting the advantage of the resources.
Food zones
Though there are all necessary arrangements for the food and wellbeing of the patients, food zones  inside the hospital premises provides the fooding and meal facilities to the attendant's and the visitors.
Attendant's dormitory and living
In major hospital it is a facility offered by the hospital to the attendant. It offers shelter and necessary comodities like toilets, bathrooms and drinking water facilities for the attendant concern of a patient.This
also plays a huge role in the hospital's hospitality.
Atm 
Providing convinient cases to the cash on the hospital campus ensures that family members can use the facilities without having to leave their loved ones alone. Benefits are:
1. Easy access to cash          2.Convinience for staffs             3.Time savings               4. Maximize safety
Park and green spaces
We all know green spaces and plants are beneficial in numerous ways.  Including green spaces and small clear gardens inside the hospital premises adds a freshness to the environment. It is not only
beneficial for maintaining patient’s health but also gives a pschological support to the attendants and family of the patients. It also provides a calming atmosphere despite of having a tensed surrounding.
Amenities for staffs, doctors and other administrative members
Play area, gym and recreation spaces and home theatre

After a hectic schedule, the need of relaxation for the doctors out the office hours is extremely needful.
The space designed for the purpose should be placed in a separate block, so that it provides a little privacy and freedom, to the doctors.

Library and computer facilities

A room should be designated for the study and reference purpose of the staffs and doctors. It should accomodate a library and
computers with internet facility for immediate web searches.

Resting lobby and rest rooms

These spaces are extremely important for the doctors and the staffs working in the medical premises.
These rooms act as an escape from the hectic working schedule and working members.
The lobby and rest rooms should be facilitated with toilets, and drinking water facilities.

Cafeteria

Doctor's and staffs cafeteria provides fooding and catering facilities to both the clinical and non clinical staffs.
The services are designed according to the number of staffs of the hospital and their daily requirements.
Thank you