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Organisational Study At Muthoot Hospital, Kozhencherry
Executive Summary
Health care sector is one of the fastest growing sectors in India. Also hospital is
one of the most complex structured organizations amongst all industries at present because of IT
revolution, consumerism and specialization in different fields, hospital as an organization got
new dimension.
Earlier it was easy to manage a health care set up with so called “most experienced
and bureaucratic medical professional”. But this trend has become back dated now. Such a
situation calls for a study of the organization to know the working department and various other
complexities of hospital. The study helps in understanding the various dynamics of MGM
Muthoot Medical Centre, Kozhencherry.
.
The health care industry, or medical industry, is a sector within the economic system that
provides goods and services to treat patients with curative, preventive, rehabilitative, palliative,
or, at times, unnecessary care. The modern health care sector is divided into many sub-sectors,
and depends on interdisciplinary teams of trained professionals and paraprofessionals to meet
health needs of individuals and populations.
The health care industry is one of the world's largest and fastest-growing industries. Consuming
over 10 percent of gross domestic product (GDP) of most developed nations, health care can
form an enormous part of a country's economy.
For purposes of finance and management, the health care industry is typically divided into
several areas. As a basic framework for defining the sector, the United Nations International
Standard Industrial Classification (ISIC) categorizes the health care industry as generally
consisting of:
1. hospital activities
2. medical and dental practice activities
3. Other human health activities
This third class involves activities of, or under the supervision of, nurses, midwives,
physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health
facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy, medical
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Organisational Study At Muthoot Hospital, Kozhencherry
massage, yoga therapy, music therapy, occupational therapy, speech therapy, chiropody,
homeopathy, chiropractics, acupuncture, etc.
The Global Industry Classification Standard and the Industry Classification Benchmark further
distinguish the industry as two main groups:
1. Health care equipment and services; and
2. Pharmaceuticals, biotechnology and related life sciences.
Health care equipment and services comprise companies and entities that provide medical
equipment, medical supplies, and health care services, such as hospitals, home health care
providers, and nursing homes. The second industry group comprises sectors companies that
produce biotechnology, pharmaceuticals, and miscellaneous scientific services.
Other approaches to defining the scope of the health care industry tend to adopt a broader
definition, also including other key actions related to health, such as education and training of
health professionals, regulation and management of health services delivery, provision
of traditional and complementary medicines, and administration of health insurance.
The study focuses on the organizational structures and the departmental functions. In a
hospital there are two types of department’s i.e. administrative and medicinal departments. As
part of our management studies, the role played by administrative departments is a major area of
research. The study gives the overall idea of the health care industry, organization and the role
played by each department in the hospital. The organization is examined by SWOT analyses.
The main objective is to get a real life exposure and practical experience regarding the
organizational functions and various processes carried out by the hospital.
Training and learning in a class room will make an individual knowledgeable
in theory of the various functions of a company. But a person comes out from class
room and visits various industries, in this situation he can learn more from them. In such a
situation real experience in the practical functioning and operations of a company can of
very much use to the students of management studies.
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Organisational Study At Muthoot Hospital, Kozhencherry
CHAPTER-1
INTRODUCTION
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Organisational Study At Muthoot Hospital, Kozhencherry
1.1 Introduction
Organization is a social unit of people, systematically arranged and
managed to meet a need or to pursue collective goals on continuing basis. All organization has
management structures that determine the relationship between different functions and positions
and delegate roles, responsibilities and authority to carry out defined task. It is often said that
good people can make organization pattern work the better the organization the fuller would be
the achievement of the objective.
An organization study will help in having a better idea about the functions of each department in
detail and the duties and responsibilities of each and every personnel in a particular department.
It will also provide better picture about the organization structure and the hierarchy of various
position in the organization. The study also gives a better understanding about the history of the
company and its different phases of development since its inception. It also helps in identifying
and studying the various policies, procedures and programs adopted by the company. It also
gives an opportunity to interact with the people working in the organization. The study also
throws light into the future plans of the company.
The organization study at MGM Muthoot Medical Centre is conducted for understanding more
about the structure and functioning of various departments in the organization.
In the fast moving world illness is increasing day by day. So health care has a vital role in
modern society. The maxim that “health is wealth” highlights the increasing importance of
health. Good health is an integral part of social development and hence it creates wealth
considering its importance all over the world, April 6th is celebrated as world health day. The
world health organization (WHO) has defined the highest possible level of health as “physical,
mental and social well being and not merely the absence of disease or infirmity” [biswanath,
2001]
The components of good health care are:
1. Nutritious diet
2. Hygienic condition of living
3. Safe drinking water
4. Information about good health care
5. Existence of good health facilities like hospital and medical treatment facilities
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Organisational Study At Muthoot Hospital, Kozhencherry
1.2 Objective of the Study
MAIN OBJECTIVE:
To make an organizational study at Muthoot Hospital in Kozhencherry
SUB OBJECTIVES :
To acquire knowledge about the functions and managerial aspects of the organization
To study the functions of each departments and the role played by each
To understand relationship between each department
Examine the organization using SWOT analysis. To get a real life exposure and practical experience regarding the organizational
functions and various processes carried out by the company
1.3 Scope of the Study
Health services research is the multidisciplinary field of scientific investigation that
studies how social structure, financing system, organizational structure and process, health
technologies and personal behavior affect access to health care, the quality and cost of health
care and ultimately our health and well being. Its research domains are individuals, family,
organizations, institutions, communities and population.
The provision of high quality, affordable, health care services is an increasingly physical
challenge. Due to the complicity heath care services and system, investigating and interpreting
the use, cost, quality, accessibility, organization, financing and outcomes of health care services
is to informing of the government officials, insures, provided, consumers and others making
decision about health related issues. This study focuses on the organizational structure, the
departments and overall analysis of the organization.
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Organisational Study At Muthoot Hospital, Kozhencherry
1.4 Research Methodology
INTRODUCTION:
Research in common refers to a search of knowledge. It is scientific and systematic
research for pertinent information on a specific topic. In fact, research is an art of scientific
investigation. The Advanced Learner’s Dictionary of current English lays down the meaning
of research is a careful investigation or inquiry especially through search for new fact in any
branch of knowledge. In short, the search for knowledge through objective and systematic
method of finding solutions to a problem in research
RESEARCH DESIGN:
“A research design is the arrangement of conditions for collections and analysis of data
in a manner that aims to combine relevance to the research purpose with economy in
procedure”. In fact, the research design is the conceptual structure within which research is
conducted; it constituted the blue print for the collection, measurement and analysis of data.
1.5 Sources of Data
Data’s for the research are collected mainly from two sources
Primary data
Secondary data
Primary data
It refers to the first hand data (information) which is original in character that an investigator
himself collects from the respondents.
Primary data required for this study were generated from the employees and also from
discussion made with the authorities of the organization.
Secondary data
It is the information collected from those data which have already obtained by some other
researcher or they are already been existed in records.
Secondary data for this study were collected from the books, magazines, websites,
newspapers etc.
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Organisational Study At Muthoot Hospital, Kozhencherry
1.6 Data Collection and Instruments
observation
Personal interview
There is a face-to-face contact between the investigator and informants. The
investigator asks them questions pertaining to the study and collects the desired information.
1.7 Limitations of the Study
Since the limitations of the study have been a major threat to the researcher during the
study, the following limitations were found:
It is a time consuming process
The busy schedule of the personnel made it difficult to conduct a proper interview
with all of them.
In spite of all these limitations, adequate care has been taken to derive at more reliable
conclusion
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Organisational Study At Muthoot Hospital, Kozhencherry
CHAPTER -2
ORGANISATION AND PROFILES
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Organisational Study At Muthoot Hospital, Kozhencherry
2.1 INDUSTRY PROFILE
Hospitals are organized institution for the care of the sick and injured. The word
hospital comes from the word “hospes” which means ‘the host’. In older days the hospital
were guest house the for the shelter of the homeless and for the treatment of travelers. In the
modern times, however the chief function of the hospital has been the care and the treatment
of the sick.
According to WHO “a hospital is an integral part of social and medical organization,
the function of which is to provide for the population the complete health care, both curative
and preventive and whose outpatient services reach out to the family and its home
environment the hospital is also centre for training of the health workers and for bio-social
research”
The functions of the hospital are:
1) Cares of the sick and injured
2) Prevention of disease and promotion of health
3) Diagnosis and treatment of disease
4) Rehabilitation and vocational training
5) Medical education
6) Research
The health care industry is considered as an industry or profession which includes people s
exercise of skill or providing of the service released to the preservation or improvement of the
health of individuals or the treatment of the care of individuals who are injurselik, disabled or
infirm. The delivery on an expanding group of trained professionals coming together as an
inter disciplinary team
The health care industry is one of the world’s largest and fastest growing industries. .
The hospital services market represents one of the most lucrative segments of the Indian
healthcare industry. Various factors such as increasing prevalence of diseases, improving
affordability and rising penetration of health insurance continue to fuel growth in the Indian
hospital industry.
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Organisational Study At Muthoot Hospital, Kozhencherry
Healthcare Industry in India
Healthcare is one of India’s largest sectors, in terms of revenue and employment, and the
sector is expanding rapidly. During the 1990s, Indian healthcare grew at a compound annual rate
of 16%. Today the total value of the sector is more than $34 billion. This translates to $34 per
capita, or roughly 6% of GDP. By 2013, India’s healthcare sector is projected to grow to nearly
$40 billion. The private sector accounts for more than 80% of total healthcare spending in India.
Unless there is a decline in the combined federal and state government deficit, which currently
stands at roughly 9%, the opportunity for significantly higher public health spending will be
limited.
Growing population and economy one driver of growth in the healthcare sector is India’s
booming population, currently 1.1 billion and increasing at a 2% annual rate. By 2030, India is
expected to surpass China as the world’s most populous nation. By 2050, the population is
projected to reach 1.6 billion. This population increase is due in part to a decline in infant
mortality, the result of better healthcare facilities and the government’s emphasis on eradicating
diseases such as hepatitis and polio among infants. In addition, life expectancy is rapidly
approaching the levels of the western world. By 2025, an estimated 189 million Indians will be at
least 60 years of age—triple the number in 2004, thanks to greater affluence and better hygiene.
The growing elderly population will place an enormous burden on India’s healthcare
infrastructure.
The Indian economy, estimated at roughly $1 trillion, is growing in tandem with the
population. Goldman Sachs predicts that the Indian economy will expand by at least 5% annually
for the next 45 years (see chart), and that it will be the only emerging economy to maintain such
a robust pace of growth.
The healthcare division
When it comes to healthcare, there are two India’s: the country with that provides high-
quality medical care to middle-class Indians and medical tourists, and the India in which the
majority of the population lives—a country whose residents have limited or no access to quality
care. Today only 25% of the Indian population has access to Western (allopathic) medicine,
which is practiced mainly in urban areas, where two-thirds of India’s hospitals and health centers
are located. Many of the rural poor must rely on alternative forms of treatment, such as ayurvedic
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Organisational Study At Muthoot Hospital, Kozhencherry
medicine, unani and acupuncture. The federal government has begun taking steps to improve
rural healthcare. Among other things, the government launched the National Rural Health
Mission 2005-2012 in April 2005. The aim of the Mission is to provide effective healthcare to
India’s rural population, with a focus on 18 states that have low public health indicators and/or
inadequate infrastructure. These include Arunachal Pradesh, Assam, Bihar, Chhattisgarh,
Himachal Pradesh, Jharkhand, Jammu & Kashmir, Manipur, Mizoram, Meghalaya, Madhya
Pradesh, Nagaland, Orissa, Rajasthan, Sikkim, Tripura, Uttaranchal and Uttar Pradesh. Through
the Mission, the government is working to increase the capabilities of primary medical facilities
in rural areas, and ease the burden on to tertiary care centers in the cities, by providing
equipment and training primary care physicians in how to perform basic surgeries, such as
cataract surgery. While the rural poor are underserved, at least they can access the limited
number of government-support medical facilities that are available to them. The urban poor fare
even worse, because they cannot afford to visit the private facilities that thrive in India’s cities.
Medical tourism on the rise
Medical tourism is one of the major external drivers of growth of the Indian healthcare
sector. A Google search of “India medical tourism” turns up more than two million results.
The emergence of India as a destination for medical tourism leverages the country’s well
educated, English-speaking medical staff, state-of-theart private hospitals and diagnostic
facilities, and relatively low cost to address the spiralling healthcare costs of the western world.
India provides best-in-class treatment, in some cases at less than one-tenth the cost incurred in
the US (see chart). India’s private hospitals excel in fields such as cardiology, joint replacement,
orthopaedic surgery, gastroenterology, ophthalmology, transplants and urology.
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Organisational Study At Muthoot Hospital, Kozhencherry
According to a joint study by the Confederation of Indian Industry and McKinsey, Indian
medical tourism was estimated at $350 million in 2006 and has the potential to grow into a $2
billion industry by 2012.4 An estimated 180,000 medical tourists were treated at Indian facilities
in 2004 (up from 10,000 just five years earlier), and the number has been growing at 25-30%
annually. India has the potential to attract one million medical tourists each year, which could
contribute $5 billion to the economy, according to the Confederation of Indian Industries.
In addition to receiving traditional medical treatments, a growing number of western tourists are
traveling to India to pursue alternate medicines such as ayurveda, which has blossomed in the
state of Kerala, in southwestern India. The number of medical tourists visiting Kerala was close
to 15,000 in 2006 and is expected to reach 100,000 by 2015
To capitalize on medical tourism and build a sustained public-private partnership in the
hospital industry, the Indian government is supporting an initiative by well known heart surgeon
Dr. Naresh Trehan to build a “Medi City” in Gurgaon, on the outskirts of Delhi. The compound
will include a 900-bed hospital that supports 17 super specialties, a medical college and
paramedical college. The project, on 43 acres of land, will cost an estimated $493 million. The
Medi City will integrate allopathic care with alternative treatments, including unani, ayurvedic
and homeopathic medicine, and it will provide telemedicine services as well.
To encourage the growth of medical tourism, the government also is providing a variety
of incentives, including lower import duties and higher depreciation rates on medical equipment,
as well as expedited visas for overseas patients seeking medical care in India.
Healthcare infrastructure expansion
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Organisational Study At Muthoot Hospital, Kozhencherry
An enormous amount of private capital will be required in the coming years to enhance
and expand India’s healthcare infrastructure to meet the needs of a growing population and an
influx of medical tourists. Currently India has approximately 860 beds per million populations.
This is only one-fifth of the world average, which is 3,960, according to the World Health
Organization. It is estimated that 450,000 additional hospital beds will be required by 2010—an
investment estimated at $25.7 billion. The government is expected to contribute only 15-20% of
the total, providing an enormous opportunity for private players to fill the gap. Recently we have
seen many new investments in healthcare infrastructure facilities in India. For instance, ICICI
Venture, the country’s largest private equity fund, has invested $8.6 million in a chain of
diagnostics facilities, along with Metropolis Health Services Ltd. And in 2006, General Electric
announced a $250 million investment in infrastructure and healthcare projects in India.
With the advent of private insurance and the emergence of India as a medical tourism
destination, there also has been a surge of growth in so-called “super specialty” hospitals, which
have teams of specialists, sophisticated equipment, links to other medical centers, and the ability
to treat a broad range of ailments.
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Organisational Study At Muthoot Hospital, Kozhencherry
Some of these new facilities, such as the Rajiv Gandhi Super Specialty Hospital are public-
private partnerships. Government fiscal constraints are driving the growth of PPPs to help meet
India’s growing demand for healthcare infrastructure. Such partnerships have gained legitimacy
worldwide in recent years as a major strategy for health sector development.
In addition to participating in infrastructure PPPs, opportunities are emerging for foreign
companies to create super-specialty hospitals in collaboration with Indian corporations. For
instance, Wockhardt Hospitals Group has partnered with Harvard Medical International to create
a chain of super specialty hospitals in India. Two hospitals, in Mumbai and Bangalore, are
attracting large volumes of medical tourists from the UK and US. There also is strong demand
for tertiary care hospitals, which emphasize the treatment of lifestyle diseases, focusing on
specialties such as neurology, cardiology, oncology and orthopedics. Tertiary hospitals are
projected to grow faster than the overall healthcare sector, in response to the growing incidence
of lifestyle disease and the accelerating growth of medical tourism.7
In addition to a deteriorating physical infrastructure, India faces a huge shortage of
trained medical personnel, including doctors, nurses and especially paramedics, who may be
more willing than doctors to live in rural areas where access to care is limited. There is an
immediate need for medical education and training, which could provide additional opportunities
for private sector providers or public-private partnerships. The communications technology that
enables telemedicine could also be used to deliver training courses.
Health industry in Kerala
The health ministry of Kerala has played a pioneering role towards the betterment of the
healthcare sector in Kerala. It is striving towards the development of better diagnosis facilitating
healthcare equipments, like PCR tests, that can arrest the growth of genetically transmitted
maladies like cancer and diabetes. Life saving vaccination is also in the pipeline. The ministry of
health also plans to erect diagnosis outfits across districts in Kerala. These centers will cater to
pulmonic and stomach disorders, HIV, AIDS and a host of other health problems. Sree Chitra
Thirunal Institute of Medical Sciences and Technology and Rajiv Gandhi Centre for
Biotechnology is famed for their ground breaking research in cancer, HIV, AIDS, Hepatitis,
offering a host of medical tests for patients.
Biotechnology has also forayed in to the world of medical science. Tissue engineering
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Organisational Study At Muthoot Hospital, Kozhencherry
has been growing in leaps and bounds which will chart the path for successful transplantations of
heart, liver and bone. Polymer studies and bio ceramics of Sree Chitra Thirunal Institute of
Medical Sciences is playing a pioneering role in this direction.
Kerala is a favored restorative destination for many because of the age-old healing
science of Ayurveda. Besides, holistic healing facilities available at spas, resorts and hotels of
the state, The Ayurvedic Medicine Manufacture's Association is to be credited for sending the
cash registers ringing. Kerala boasts of about seven hundred and sixty Ayurveda centers that
rakes in a huge money (Rs.750 crores in 20001-02 that billowed to Rs.5000 crores by 2005).
2.2 ORGANISATION PROFILE
The Muthoot Group is a 125-year-old business house based in India. It has interests in Financial
Services, InformationTechnology, Media, Healthcare, Education, PowerGeneration, Infrastructur
e, Plantations, Precious Metals and Hospitality. The Muthoot Group operates in 23 states in
India, and has a customer base of over 25 million. It is wholly owned and managed by
the Muthoot Family.
The Group takes its name from the Muthoot Family based in Kerala. The Company was
set up by Muthoot Ninan Mathai in 1887 at Kozhencherry, a small town in the
erstwhile Kingdom of Travancore (Kerala). It was then later taken over by his son M George
Muthoot who incorporated the Finance division of the group which was until then primarily
involved in wholesale of grains and timber. The company is now managed by the third and
fourth generation of its family members.
The group is headquartered in Kochi, Kerala
Finance
The origins of Muthoot Finance can be traced back to 1939 when [M.George Muthoot]
ventured into financial services through a partnership firm under the name of Muthoot M.
George & Brothers (MMG). MMG was a Chit Fund based out of Kozhencherry. In 1971, the
firm was renamed as Muthoot Bankers, and had begun to finance loans using gold jewellery as
collateral. The operations of Muthoot Bankers was then renamed and incorporated as Muthoot
Finance in 2001. Muthoot Finance falls under the category of Systematically Important Non
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Organisational Study At Muthoot Hospital, Kozhencherry
Banking Financial Company (NBFCs) of the RBI guidelines. The company has more than 3,510
branches spread across 23 states of the country and is the largest gold loan company in India.
Muthoot Finance, according to the IMaCS Research & Analytics Industry Reports [Gold Loans
Market in India, 2009 (“IMaCS Industry Report 2009”) and the 2010 update to the IMaCS
IndustryReport 2009 (“IMaCS Industry Report (2010 Update)”)], is the largest Gold Loan NBFC
and has the largest network of branches for a Gold Loan NBFC in India. Muthoot Finance is also
the highest credit rated Gold Loan Company in India.
‘Muthoot Gold Power’ is the lifestyle product of Muthoot Finance aimed at mobilizing
the Household gold in India which is estimated to be more than 15000 tonnes. Muthoot Finance
according to its company website has "the largest gold loan portfolio in the country". Muthoot
also provides various financial services such as Insurance distribution, Wealth Management,
Foreign Exchange, Money Transfer and Vehicle & Asset Finance. Muthoot Finance was selected
as one of the Top 10 Finance companies to work for in India by Naukri.com Muthoot Finance
privately placed 4% of its paid up capital to Private Equity players - Barings India and Matrix
Partners India for Rs.1.57 billion, hence valuing the earlier privately held company at over $1
billion. In terms of market capitalization, Muthoot Finance is the second largest company in
Kerala, first being Federal Bank.
Information technology
Emsyne, the information technology wing of the group develops products for the service,
education and healthcare industry. Emsyne offers on site and offshore services, whether project-
based outsourcing / assignments, or based on time and materials. The Core Products of Emsyne
are Edge - Educational Institutions Management System Finex - Innovative Banking Automation
System
Precious Metals
Muthoot Precious Metals Corporation (MPMC) is one of the Group companies of
Muthoot Group, selling Coins & Bars of 999 Pure 24 Carat gold and silver across India through
the outlets of Muthoot Finance.
MPMC is importing gold bullions from Switzerland and converts them into gold coins of
smaller denominations so as to suit the investment requirements of people from different income
groups. The coins are sold through more than 3400 outlets of Muthoot Finance Ltd. MPMC is
one of the leading sellers of Gold Coins in retail market. Gold Coins/Bars are sold in
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Organisational Study At Muthoot Hospital, Kozhencherry
denominations of 0.5, 1, 2, 4, 8, 10, 20 and 50grams denominations. MPMC has silver coins in
20, 50 & 100grams denominations. Coins are marketed in attractive blister packing’s with
Muthoot’s certificate of Purity and MPMCight.
MPMC has the gold & silver coins imprinted with the images of deities and monuments
such as Goddess lakshmi, Lord Ganesha, Lord Ayyappa, Lord Sri Venkateswara (Balaji), Our
lady of Velankanni, St. Alphonsa, St. Gregorious, Lord Sri Padmanabha, Golden Temple,
Chatrapathy Sivaji, Mary Matha, St.George and Normal Coins etc..
From January 2012 MPMC is expanding its horizons, from a Trading company to a gold
Investment Company.
Media
Chennai Live 104.8 is India's first talk radio FM station. The station would be focusing
on knowledge centric and local content and will be targeting the information and entertainment
needs of Chennai's intelligent community.
Healthcare
The Group operates several Diagnostic & Scan centers throughout Kerala and 2 multi-
specialty hospitals in Kozhencherry and Pathanamthitta.
Hotels & hospitality
Muthoot Hotels operates a 4 star resort in Thekkady (Kerala) and also operates 12
houseboats in the backwaters of Kerala under the brand Muthoot River Escapes.
Kaapi Club is a chain of South Indian coffee outlets managed by Muthoot Hotels. Muthoot
Hotels is in the process of constructing a 5 star luxury hotel in the city of Kochi and 5 star beach
resort in Mararikulam.
Housing & infrastructure
The projects of Muthoot Builders are primarily situated in central and south Kerala,
Muthoot has a track record of more than 30 completed projects including commercial and
residential spaces.
Other divisions
Muthoot has interests in Power Generation through windmill farms in the state of Tamil
Nadu. The group also manages a school in New Delhi and 2 Nursing Colleges in Kerala. In the
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Organisational Study At Muthoot Hospital, Kozhencherry
year 2008 the group re-entered the plantation business, the group has acquired 1000 acres of land
in Sawantvadi, Maharashtra as a pilot planting of rubber.
Philanthropy
Muthoot M George Charity Foundation Set up in memory of the Late M. George
Muthoot, the Foundation has been extending financial aid for its employees as part of the Staff
Welfare measures. Every branch of The Muthoot Group is actively involved in Community
Development and Social Welfare. The Muthoot Foundation frequently grants medical and
financial aid to deserving individuals through its welfare programs. Community support is a
corporate responsibility. The Muthoot Group maintains its position as a valued and responsible
corporate citizen by enhancing the quality of life in the communities where they do business. It is
very important for a corporate to support the community in which it operates. The Muthoot M.
George Charitable Foundation is approached by numerous organizations and individuals
requesting financial and medical assistance.
Muthoot Medical Centers at Kozhencherry and Pathanamthitta are super specialty hospitals set
up in the rural areas of Kozhencherry and Pathanamthitta. They are both organizations
established in 1989.
Environment research foundation
The Periyar Foundation set up by Muthoot Hotels is based in the town of Thekkady, near
the Periyar National Park has undertaken several projects for the conservation of the national
park including 'vasantha sena' and a research study along with the National Institute of Advance
Studies for the conservation of 'Nocturnal Flying Squirrels
Tucked away amidst sylvan surroundings and picturesque Kozhencherry, Kerala, nestles
Mar Gregarious Memorial Muthoot Medical Centre. MGM Muthoot medical centre is a
multispecialty hospital founded in 1988. The Muthoot Group is a well known business group in
India spread over 16 diversified areas. MGM Muthoot Medical Centre is a division of Muthoot
Health Care. Housed in a cluster of majestic buildings of architectural excellence and surrounded
by the scenic enchanting hillocks, Mar Gregorious Memorial Muthoot Medical Centre has a host
of unique features as a 407 bedded multi specialty hospital.
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Organisational Study At Muthoot Hospital, Kozhencherry
Founded under the aegis of the Muthoot Group, this Medical Centre has been in the continuous
pursuits of excellence. Situated in the heart of Pathanamthitta, which is in the blossom of the
Holy Sabarimala this eco-friendly and insurance-friendly hospital offers state-of-the-art
therapeutic service in all established genres– both clinical and non-clinical.
This 407 bedded ISO certified hospital with a credo of, “pursuit of excellence” delivers state –of
–the art professional care coupled with efficient and empathetic nursing care. Muthoot medical
centre was founded with a vision of bringing all available modern facilities of the different
specialties of medical sciences within the reach of the common man. It now caters to the,
medical needs of a population well, beyond the limits of central Travancore and its surroundings
and offers therapeutic modes in all established clinical specialties. It has already earned a
reputation of being the best staffed, best – equipped and the fastest growing medical centre in
Kerala.
MGM Muthoot was founded by Late.Dr.George Kurien MRCP. MGM Muthoot
Medical Centre was founded with the venerable vision of bringing the best available health care
to Kozhencherry, where the Muthoot Medical Centre grew remarkably adding value and care for
patients well beyond the precincts of Kozhencherry.
As of now, MGM Muthoot Medical centre offers state of the art therapeutic modes in all
established genres, clinic, para clinic and ayurvedic.
Today this multispecialty hospital offering 15 specialty and 9 super specialty hospitals.
Muthoot groups health care division owns a sister concern at Pathanamthitta , a multispecialty
modern hospital ,5 MRI scanners and 12 CT machines in different location , many one in remote
rural area. Set in tandom with this is state of the art clinic, pathology diagnostic centers, catering
to a large population.
The health care division is running through its motto “pursuit of excellence”.
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Organisational Study At Muthoot Hospital, Kozhencherry
MISSION
MGM Muthoot Medical Centre is a medical institution dedicated to providing
quality patient care with attention to clinical excellence; passion and commitment to assure
the very best healthcare, to a rural community in a financially responsible manner; serving all
with a spirit of equality regardless of religion, caste, creed, age, gender or social standing,
which contribute to the physical, psychological, social and spiritual well being of the patients
and community
VISION
To be a prominent community member known for meeting the healthcare needs of the
entire community through incomparable patient care and wellness programs.
To be the hospital of choice for patients, physicians and employees in Central Travancore
because of our patient’s pre eminent patient care
Integrity is everything we do, we believe in being honest and genuine
Accessible to our patients
We are committed to service excellence and continuous performance improvement. As a
community healthcare services provider, we remain attentive to the health and well being of
those we serve through education, outreach and other innovative services.
Maintain high standards by recruiting and retaining excellent staff, physicians, dentists and
specialists.
MOTTO
“PURSUIT OF EXCELLENCE”
COMPETITORS
Poyanni hospital, Kozhencherry
Century hospital, Chengannur
Pushpagiri hospital, Triruvalla
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Organisational Study At Muthoot Hospital, Kozhencherry
BOARD OF DIRECTORS
Dr. George Mathew Muthoot ------------Chief Medical Director
Mr. M.G. George Muthoot -------------Chairman
Mr. George Alexander Muthoot---------Managing Director
Mr. George Thomas Muthoot-------------Joint Managing Director
Mr. George Jacob Muthoot----------- Joint Managing Director
Mrs. Valsa Kurien Muthoot-------------Director
Mr. Georgi Kurien Muthoot---------- Executive Director
There are 4 blocks :
a) M.G Block
b) A.G block
c) G.K block
d) Centinary block
a) THE MG BLOCK
This block consists of five floors
The ground floor
Reception , casualty, X- ray, ECG , radiation, Minor Operation Theatre , Divisional
Manager’s room, medical out patients department, injection room, pharmacy, cash counter,
dietician’s room.
The first floor
Department of cardiology, neurology, nephrology. There are also wards for patients shifted
from the ICU, Electrophysiology lab. ICU , ICCU , Echocardiography , Spirometry , Dialysis
unit, computerized stress lab, and bronchospirometry( PET ), Color Doppler echo lab,
consulting room of nephrologists, cardiologist.
The second floor
Surgical ward, conference hall, nursing station.
The third floor
Medical ward, nursing station
The fourth floor
Orthopedic room
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Organisational Study At Muthoot Hospital, Kozhencherry
The fifth floor
Pediatrics, nursing station, executive rooms
b) THE AG BLOCK
This block consists of 4 floors:
The ground floor
Canteen
The first floor
Consulting rooms of skin specialists, ENT, dental , pediatrician, ophthalmology ,
psychiatry.
The second floor
Nursing student hostel
The third floor
Surgical and ortho ward, nursing station
The fourth floor
Department of physiotherapy, physiotherapy class room, rehabilitation centre
c) THE GK BLOCK
This block consists of 3 floors
The ground floor
Consulting room of gynecologist, CT scan, store, diabetic resource centre, accounts ,
the rooms of chairman , director , medical superintendent, administrator , board room, hr
departments, quality assurance department.
The first floor
Gynecology ward, labor room, nursery, chapel
The second floor
Department of anesthesiology, Operation theatre, anesthesiology, recovery room,
endoscopic department, CSSD
The third floor
Inpatient medical records, housekeeping section
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Organisational Study At Muthoot Hospital, Kozhencherry
d) THE CENTENARY BLOCK
Physiotherapy, lab, OT, blood bank
FEATURES
Dedicated team of
Doctors
Nurses
Paramedical
Auxiliary staff
State-of-the-art equipments
Accidents and emergency care
24 hours accidents and emergency units
ICCU OR IMCU , surgical ICU facilities with ventilations and modern operational
theaters
24 hours blood bank facility
Ambulance service on call
Supporting services
Front office
Administration
Public relation
House keeping
Medical records
Finance
Human resource management
Central stores
Security services
Pharmacy
24 hours -7 days a week
All the essential drugs are available
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Organisational Study At Muthoot Hospital, Kozhencherry
IP pharmacy for admitted patient
OPERATION THEATRE
Description
The OT of the hospital undertakes the operations in the following specialties:
Ophthalmic and ENT surgery
General surgery and pediatric surgery
Orthopedic surgery
Maxillofacial surgery
Gynaec and obstetrics
The OT is classified into 5 types. They are
1) Ortho, eye
2) Vascular, ENT
3) Gynaec and obstetrics surgery
4) Small procedures
5) Septic cases
Laboratory
Micro biological department
Reception
Bio-chemistry department
Hematology department
Facilities are available to the public without consultation
Major test are authorized to Muthoot MRI Trivandrum
Urology
Blood bank
Community health program
Domiciliary medical assistance for bedridden patients
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Organisational Study At Muthoot Hospital, Kozhencherry
Free medical camps in remote villages
Concessional treatment for auto rickshaw drivers as patients
Insurance friendly hospital
Cashless inpatients treatment for health card holders
Tie up with major insurance companies
Academics
DNB family medicine
General nursing and mid-wifery course
Bsc nursing
DMLT( CMAI)
CCU training
OT Technician course
LEAVE DETAILS
Casual leave – 1 year 12 days casual leave i.e.; monthly one causal leave
Sick leave- 10 days in 1 year
Annual leave – after completion of 12 months eligible for 20 days and not allow less
than 4 days in one time
Maternity leave- 30 days after 12 months service completion and 60 days after 24
months. This type of leave only taken by once in two years
Working off- 1 day and not allow more than 2 days together
STAFF BENEFITS
Free consultation
20% discount for medicine, 50% lab and procedures for OP visit
Subsidized medical coverage for staff and department
ENQUIRY
Attending phone calls
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Organisational Study At Muthoot Hospital, Kozhencherry
Giving relevant information to the individuals visiting the hospital
Booking facility
WORKING TIME
The period and hours of work for all classes of employees in each shift, shall be
communicated through notice or register of communication or exhibited in the notice board
provided that if any particular employee is required for a different period he shall be notified
to that effect in advance.
The employee shall also attend the work anytime outside the regular hours of work if in
the opinion of the employee’s superior officer or any of them, such attendance or presence is
necessary for the efficient running of the hospital or establishment.
Each employee should work minimum of 8 hours duty per day and 6 days per
week .there will be a shift for administrative staff and 2, 3 shifts for auxillary and nursing staff
respectively.
Total no of employees – 615
Doctors- 52
Nurses- 270
Administration- 83
Maintenance and civil- 38
Others- 37
Education- 73
Paramedical- 62
STAFF RATIO
1) Nursing category
Critical areas (all ICU, dialysis, post OP)
Day time
a) 1:1 (for ventilator and highly critical areas )
b) 1:1 (for other ICU cases)
Night time
a) 1: 1 ( for ventilator and highly critical areas )
b) 1:3 (for other ICU cases)
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Organisational Study At Muthoot Hospital, Kozhencherry
2) Rooms
Daytime
a) 1:6 (1 staff nurse for 6 patients)
Night time
a) 1:10
3) Wards
Daytime
a) 1:18-10
b) 1: 10 – 12
Working hours for administrative category
8.00am – 5.00pm (8 hours duty with 1 hour lunch break)
Working hours for auxiliary category
8.00am – 5.00pm
5.00pm – 8.00am (8 hours duty with resting time)
Working hours for nursing category
7.30am – 4.00pm
7.30am – 6.00pm (7 ½ hours duty with a break of 3 hours from 1.00pm – 4.00pm)
6.00pm - 7.30am (7 ½ hours duty with resting time)
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Organisational Study At Muthoot Hospital, Kozhencherry
CHAPTER- 3
ANALYSIS OF ORGANISATION STRUTURE AND FUNCTIONS
3.1 Organizational Chart
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2 Functional Area Analysis
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.1 HUMAN RESOURCE DEPARTMENT
In the hospital HRD mainly deals with the matters related to the employees such as
receiving application from the candidates, conduct interviews, give effective training to the
new staffs etc. The main function of HR is welfare of the employees.
Details pertaining to vacancies are displayed on the notice board and advertised in
papers ( Malayala Manorama on Wednesday employment opportunities section)
The applicants send in their bio-data and a date is fixed for a walk-in-register
Transfers to its sister-concern in Pathanamthitta are possible.
Promotions are encouraged on the basis of experienced.
Salary is given on the 6th of every month.
Under the human resource department comes the issuance if ID card and recording of
punching machine entries.
Suggestion boxes are hung in each floor of the blocks.
Financial aid are extended to MGM medical centre’s employees as part of the staff welfare
measures within a year’s time, more than 70 employees have received help from the charity
foundation set up in memory of the founder chairman Late Shri m George Muthoot. Also
there is a Bru coffee counter at the entrance and 1/5th of the income goes to the staff welfare
fund.
The aid includes:
1) Support in basic educational expenditure of the dependent children
2) For the medical treatment of their dependents
3) For the marriage of their dependent children
4) For the funeral of their dependents
5) In times of accidents and emergencies
Other features
Every month, the staff welfare committee meets at the corporate office and decision is
taken case to case.
No deserving case are declined or kept in abeyance.
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Organisational Study At Muthoot Hospital, Kozhencherry
Mediclaim coverage for the employees, spouse and two children covering up to an
amount of rs 1 lakh.
Exit interviews are conducted for the quitting employees and for the inpatients at the time
of discharge.
Casual leave is given once a month. After 3 months, up to 10 days sick leave can be taken
after the completion of one year, up to 20 days annual leave can be taken.
REGISTERS KEPT IN HRD
1) LEAVE REGISTER
In the leave register the details about the leaves taken by the employees and the
number of balance of leave is shown. It also gives details of the type of leave being taken by
the staff i.e.; whether it is a sick leave or casual leave or annual leave
2) APPRASIAL REGISTER
The performance of staff is evaluated in every 6 months. On the basis of this evaluation
promotion or increase in salary is done
3) TRAINING REGISTER
This register includes the details about training and orientation given to the new employees
4) INTERVEIW REGISTER
This register include the details about the interviews conducted by the hospital authorities
5) APPLICATION RECEIVE REGISTER
The register gives the details of the applications received from the applicant
6) HOLIDAY REGISTER
This register includes the number of holidays that employees can take.
7) CERTIFICATE ISSUE REGISTER
It gives details of the certificates that are being issued from the HR department.
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Organisational Study At Muthoot Hospital, Kozhencherry
8) ATTENDANCE REGISTER
It gives the attendance of the staffs. Employees are supposed to put signature in the
register before they start working
9) MOVEMENT REGISTER
Each employee should write in the movement register , when they are moving out during
the working time.
10) ID CARD REGISTER
11) MATERNITY REGISTER
MAIN FUNCTION OF HR
Performance appraisal
Induction programmed
Training
Promotion and increment
Leave absence recording
Recruitment
Conduct interviews
VARIOUS FORMS ISSUED FROM HR DEPARTMENT
Induction form
Performance appraisal form
Clearance form
Man power requisition form
Interview assessment form
Application form
Leave form
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.2 FRONT OFFICE
Front office is the main centre for the customer relationship. A medical receptionist
is a broader categorization for all type of receptionist working in the industry. In this section,
there is a front office manager who has the overall control and regulates the front office
activities. There is a total of 18 front office staff out of which there are two for transferring the
patients file to the respective doctor. Fully computerized with real-time connections to the
administration and accounts departments. Connected indirectly to all the medical departments
through initiating files. The front office manager manages the hospital vehicles and ensures
that the rooms are neat. In addition to the above, the front office manager handles
communications with the police concerning the MLC (medico legal cases). Internal auditing
conducted three days in a week. There are four counters:
1. NEW REGISTRATION COUNTER
The new registrants are given a form to be filled and the data is fed into the computer. A
print-out is taken, neatly folded to fit into a plastic cover and the OP card is ready to be
handed over to the patient.
OP consultation fee
2. REPEAT REGISTER COUNTER
The OP card is instructed to be put in a slot at the counter from where one of the staff
takes them to the adjacent room where the OP files are kept. Once the OP files are identified,
they are brought into the counter. They are asked for the doctor’s name and if the doctor is
available, after the payment of consultation fees they are given the taken.
Merging of files is possible
3. THE THIRD ATTENDS TO ENQUIRIES ABOUT INPATIENTS AS WELL AS
THE OUTPATIENTS
Information desk
Allotment of rooms
4. THE FOURTH COUNTER IS QUITE LIKE A MULTI-SERVICE COUNTER
WHERE ALL THE PHONE CALLS ARE BEING ATTENDED TO, HANDLE
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Organisational Study At Muthoot Hospital, Kozhencherry
ADVANCE BOOKINGS AND ARRANGE FOR STORE ORDERS THROUGH
TELEPHONE
The features are:
There are 7 lines with call waiting and call transfers options with all the extension
numbers right on the computer screen facilitating a better and prompt service
The screen also retrieves the residence number as well as the mobile numbers of the
doctors
If an extension number is disabled, it is engaged
Doctors appointment books are maintained where advance booking arrangements are
encouraged and this can be done in two ways
At the counter make the advance booking along with the payment and the patient
receives a booking receipt along with the token number for the scheduled day so that
the patient could just drop in on time
It is possible to phone up for an appointment
Separate books are maintained for each doctor
DUTIES AND RESPONSIBILITIES OF FRONT DESK
Provide information service
Receiving and processing reservation or appointment
Communication and coordination with other departments
Meeting , greeting and welcoming visitors
Entering visitors details into visit log book
Taking incoming telephone calls, dealing with such calls promptly in a
professional manner and re-directing appropriate calls to other individuals or
departments within and outside environment.
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Organisational Study At Muthoot Hospital, Kozhencherry
IMPORTANT REGISTERS
1) IP registers
2) OP registers
3) OP movement registers
4) IP movement registers
5) Repeat IP register
6) Accident information registers
7) Key register
8) Birth and patients register
9) Referred patients register
10) OP registers new patient record
3.2.3 SYSTEM DEPARTMENT
Hierarchy of the department
The services are exclusively housed in a spacious AC room.
Specific software has been developed in association with the InfoTech for the
accounts, pharmacy, store, scan centre , laboratory and front office sections
Full back-up conducted on a daily basis
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Organisational Study At Muthoot Hospital, Kozhencherry
The files are compressed with WinZip
Annual maintenance contract with magna systems
Future plans involve web and on-line marketing measures which would eventually
lead to a close collaboration with the marketing department
The human resource department is also linked in such a way that the employee details
regarding the payroll are fed into the computer
DUTIES
Hospital system administration and control
Installation of new system and softwares
Data record maintenance
Training
Maintenance of computer systems
3.2.4 MEDICAL RECORD DEPARTMENT
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Organisational Study At Muthoot Hospital, Kozhencherry
The medical records today’s are a complication of pertinent facts including patients lift and
health history , including past and present illness and treatment written by professionals is
dependable for patient care.
The MRD is responsible for keeping the medical records of patient. Previous days IP and OP
records are brought to MRD from respective wards details in viewed are verified with details
of discharged patients are entered in discharge register, coding disease and surgical procedure
according to international classification of disease and procedure is done and entered into the
computer files are arranged in assembling records files are arranged chronologically.
Different registers used in MRD
1) REFERENCE REGISTER / REFERRAL REGISTER
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Organisational Study At Muthoot Hospital, Kozhencherry
This register include the details of patient, IP and OP number, treating physician name, date
of admission and date of reference and reason.
2) DISCHARGE REGISTER
This register includes IP and OP number of the patients under which department he/she was
treated, date of admission, disease code and date of discharge.
3) OP Movement registers
This register includes OP number of the patient and patient name.
4) IP movement registers
It include details , to which department files are going to, patients name and IP number should
be written.
5) CODING REGISTER
In this register IP number of the patient and disease code are depicted. Disease code are
followed according to ICD-10
6) COMMUNICABLE DISEASE REGISTER
This register includes patient’s details, date and disease of new and old cases. This register is
used for entering only the communicable disease.
7) OP DISCARDING REGISTER
This register includes patient name, OP number, patient’s first visit and patient’s last visit.
8) MORTALITY REGISTER
This register include IP number , patient’s name, date of admission, date of death, cause of
death, disease etc. should be recorded
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Organisational Study At Muthoot Hospital, Kozhencherry
FUNCTIONS OF MEDICAL RECORD DEPARTMENT
They should write the daily census
They should receive the discharge files
By analyzing the discharge summary they should enter the date of discharge diagnosis
and other details in IP files
The files arranging should be in the assembling order
The files should keep OP and IP register
They should conduct daily chart meeting.
They should keep the incomplete files to the corresponding doctors OP/IP for
completing the files
They should write daily discharge list in discharge register
They should tick the required IP files on discharge list
They should conduct deficiency checking
Disease codes are followed according to ICD-10th revision
3.2.5 PUBLIC RELATION DEPARTMENT
Hierarchy of the department
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Organisational Study At Muthoot Hospital, Kozhencherry
The public relation department is one of the main departments of the hospital. Individuals
who specialize in health care public relation are in charge of handling the internal and external
communication for health care facility. They interact with physicians, nurses, managers,
administers and patients and therefore must have excellent communication skills. Some of
their responsibilities include writing for internal, publication as newsletter handling calls from
the media, as well as writing and creating various materials that promote the services officials
at the facility. Public relation specialists may also be called upon to prepare a maritime plan
that highlights various aspects of the organization
DUTIES
All type of public problems is handled by the public relation office.
Even the patient’s problems are handled by them.
The insurance companies that deals with ;
1) ICCI prudential life insurance
2) Life Insurance Corporation of India
In the hospital there are four schemes. The schemes are taicored to meet the needs of
the executives and their family.
1. Standard health check up
2. Diabetic health check up
3. Master health check up
4. Ladies health check up
Encourage the specialists and other service group on the hospital and provide the PRO
and logistic support for such meeting
Any other work or duty assigned by medical superintend or administration etc.
Help to arrange blood donors in case of emergencies
Major highlights
The third party medical insurance claim facility from 15 major companies
Approval by ECHS for cashless treatment for ex-service man
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Organisational Study At Muthoot Hospital, Kozhencherry
Approval hospital by BSNL for cashless treatment for their employees
Several packages schemes in Muthoot hospital
Privilege card are given to the persons who have RS50000 around in their banks. With
their privilege card is renewed by divisional manager of the hospital for outpatient
service
The health check up scheme of the hospital offers a non-stop comprehensive screening
service
Three types of health check up packages
1) Standard Health Check up package which charges Rs- 1100
2) Diabetic Health Check up scheme for RS- 2500
3) Master Heath Check up scheme charging RS- 3000
4) Ladies health check up scheme charging RS- 1500
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.6 LAB
Hierarchy of the department
A laboratory is a facility that provides countersued condition in which scientific research
experiment measurements may be performed.
GENERAL LABORATORY PROCEDURE
Maintain the necessary records on investigation and submit the reports to the MO,
PHC etc.
Ensure that equipments are kept clean
Prepare monthly report regarding work
Handle and maintain microscope
Sterilize the equipments as required
Indent for supplies for the laboratory through the MO, PHC and ensure the safe
storage at materials received
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Organisational Study At Muthoot Hospital, Kozhencherry
REGISTERS
Packaged register
ECHS register
OP register
Outside register
Endoscopy and biopsy register
Widal register
AFB register
Microbiology lab register
MICROBIOLOGY LAB
Microbiology lab is a lab where perform test to elected the presence or absence of
micromere. It should be placed which should be kept under very sterile condition the people
who work in the lab should be very careful while performing the test.
Inoculation and culture should be performed under sterile condition in the laminar test should
wash their hands before and after every experiments
BIOCHEMISTRY LAB
Biochemistry lab is a lab where we perform experiments based on enzyme kinetics, 3-D
problem structure interaction with enzyme and purification of enzymes. To study these
protisiticated bioanalytical techniques, such as NMR or mass and fluorescence spectroscopy
are used. While doing tests instruments should be sterile and after doing experiments. It
should be cleaned well.
BLOOD BANK
Blood bank is bank for blood or blood components gathered at the result of blood
donation start and reserved for later use in blood transaction. The infrastructure facilities of
blood bank are according to the criteria given by Drug Controller of India. The blood bank
consists of five major functional areas:
1) Donor complex
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Organisational Study At Muthoot Hospital, Kozhencherry
2) Storage room
3) Component preparation room
4) Serology lab
5) TTD lab
Many hospital blood banks perform the testing to determine the blood type of patient and
identify compellable blood product for blood transfusion. This could also be done by a
contracted laboratory. Blood components are separated by configuring and either separated as
blood plasma or different blood components.
Functions of blood bank
Donor recruitment
Blood collection
Testing of blood
Component preparation and supply
Teaching
Research
Registers
Donor records
Record of results and laboratory
Patient records
Equipment checking registers
Reagent expense register
Purchase requisition register etc.
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.7 CASUALTY
Hierarchy of the department
Casualty provides hospital care outside the normal working hours for risk patient mainly
surgical and medical emergencies and trauma. Accident and emergency services offers 24
hours of service. It is also called as accident and emergency department.
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Organisational Study At Muthoot Hospital, Kozhencherry
The word casualty means, an accident causing an injury or death. In the hospital casualty is
department to manage the patient requiring emergency drugs. In the casualty emergency drugs
are kept in a trolley. Other equipments seen in casualty are ventilators, oxygen cylinder,
ambiances, catheter, drip set and ECG medicine and enatrchial tube.
If a patient is too serious and entered in the casualty, the patient will get admitted; at that time
his files will move from casualty to ward.
Registers
1. Trauma register
It used to register the trauma patients details. Date, serial number, time, age, sex, op number,
duty no, senior consultants, treatment, remark are entered
2. MLC register
It is used for accident cases. In the register the details regarding accident cases such as SL
NO, OP NO, name and address, age, sex, date and time of incident, date and time of
examination, alleged cause, details of injuries, MLC charges, police intimation number are
entered, name and signature of the consultant CMO etc
3. Vaccination register
Used to register the patients who have taken vaccines. In this register sl no, name, age, sex,
vaccination given.
4. Stock register
Used to register the stock items. Sl no, surgical, intend quantity, issued quantity, balance are
catered
5. Replacement register
Used to register the replacement details of medicines, sl no, equipments, intend quantity,
issued quantity, balance are entered
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Organisational Study At Muthoot Hospital, Kozhencherry
6. ETCU register
Used to register the all details of the patient in ETCU sl no, population no, name, address,
age, sex, OP, IP no, ETCU or unit, room no, ward, place, trinage, admission no, complaints
etc are catered
3.2.8 WARD
The term ward means division of hospital or a separate room. In ward primary purpose of
the nursing service is to provide comprehensive, safe effective and well organized nursing
care. Through the personal of department other personal who function in the nursing service
department may include the auxiuary personnel-nurse aids and domestic who handle the non-
nursing service.
The nursing education section has the responsibility of preparing nursing students to become
professional nurses.
WARD MANAGEMENT
The ward management is the responsibility of the head nurse and her nursing team. The
ward management includes
1) Management of patient care
2) Management of personnel
3) Management of supplies and equipment
4) Management of environment
IMPORTANT REGISTERS
1) Admissions and discharge register
2) Day and night report register
3) Meeting book
4) Rounds book
5) Sending and borrowing register
6) PRO visit book
7) Dobby registers
8) TRP book
9) Injection book
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Organisational Study At Muthoot Hospital, Kozhencherry
10) Duty list book
Duties and responsibilities
1) Make sure that care given to the patient
2) Alert at every time
3) Good contact patient with the patient
4) Information passing to the patient and it receive at right time
5) If any problem created in the ward, report it to the higher authorities
6) Discharge summary given to the patient and another copy kept in the file
3.2.9 RIADIOLOGY DEPARTMENT
Hierarchy of the department
Radiology is the scientific study of x-rays and other high energy radiation, especially as used
in medicine. Radiology direct and array of imaging technologies, such as ultra sound,
computed eomography, nucleus medicine, MRI co diagnose and trust disease radiology that
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Organisational Study At Muthoot Hospital, Kozhencherry
involves the use of x-ray is known as roentgenology. But the modern days radiological
imaging with high frequency sound waves, magnetic field and radiology.
Procedure done when a patient arrives on radiology department
When a patient arrives on the hospital with any disease; if he is subjected to undergo CT
scan; his medical record will record will come to that department. All the investigation forms
and files will add to that patient record.
The register include all the information about patient and the procedure done
after scanning his records will go to other department if any procedures have to be done.
Some registers keeping in the radiology department they are:
X-ray register
ECG register
CT register
USG register
Importance of x-ray diagnosis
X-ray and radiology service are very important diagnostic and therapeutic department they
help in:
Diagnosis of the disease in pneumonia , lung abscess
Treatment ( in therapeutic procedure)
Prognosis
It is vital the functioning of the department be efficient in orders to have rapid service
and quick diagnosis
Some of the x-ray equipments are generator, x-ray tube and control unit.
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.10 ADMINISTRATIVE DEPARTMENT
The managing director followed by medical superintendent, administrator,
superintendent, administrative assistants and PRO heads of the administrative department. It
is one of the important departments in the hospital as well as all other department come under
this. The services are:
Administration of other departments
Maintain attendance register
Interviewing prospective employees
Recruitment and selection
Sending acknowledgements
Maintenance of leave books
Approval and payment of salary and other benefits to employee
Procedure
Hospital organization
a) Proper planning is required to locate, layout and set up facilities for establishing the
hospital as organization
b) The total activities to be established at present, near future and for long term are to be
thoroughly conceptualized, executed and monitored and improved upon
c) The infrastructural facilities, environmental requirements and resources to be made
available including trained and skilled man power are to be planned and made available.
d) In strategic planning, the objectives of the hospital including purpose, kind of service, etc
are to be translated into the operations to achieve the goal
Hospital administration
a) Hospital administration shall be carried out through various functions like administrative,
clinical and financial
b) In order that the administration is more effective, there shall be proper and effective
information system, to be aware and take effective and timely actions required. The
communication facility shall be properly established
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Organisational Study At Muthoot Hospital, Kozhencherry
c) From the administration to down the line, proper delegation of tasks shall be carried out
and activities monitored so that the delegated activities are executed responsible and authority
d) Regular review meetings are to be conducted and progress of activities entrusted with
different agencies are monitored effectively
e) Personal required for different department shall be made available through recruitment and
training. Their performance shall be monitored and effectively controlled.
f) Taking into consideration, the importance of all the paramedical staff, their recruitment,
posting, extent of controls on activities etc shall be managed
g) The procurement of medicines, other materials shall be planned and executed as per
standards procedures
h) To meet and foster good relations with government authorities and the general public
i) All the front office staff, especially those who directly face the patients shall be more
effective, which shall be ensured
j) Patient feedback and general quality implementation process shall be properly adhered to
and remedial or preventive actions are to be taken
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.11 PHARMACY
Hierarchy of the department
The hospital has 24 hours working pharmacy. Disbursal of the medicine to the IP and OP
patients and different departments and nursing stations are monitored through the module.
The department has three counters with 27 employees
The duties:
Producing purchasing order
Placing orders of medicine and other surgical items
Ensuring minimum level of stock
Distribution of medicine to patients at market price
Discount schemes
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Organisational Study At Muthoot Hospital, Kozhencherry
Sales price correction
Procedure
The pharmacy staff shall be qualified and trained personnel having necessary skill, knowledge
and experience in the pharmacy function
The pharmacy staff shall have the information about latest medicine, its approved alternatives,
relevant rules and regulations, maintenance of required registers or files etc
Pharmacy and store shall have sufficient racks or shelf suitably identified for storage of
medicine and other related items
Doctors samples shall not kept in the pharmacy
Records including those to satisfy statutory rules and regulations shall be maintained
Stock position shall be updated after each receipt and issue in relevant registers or computer
files
3.2.12 PURCHASE DEPARTMENT
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Organisational Study At Muthoot Hospital, Kozhencherry
Hierarchy of the department
The purchasing department has the responsibility to all suppliers and equipment for the
hospital. After getting the purchase order from the pharmacy the purchase in charge make the
arrangement for purchasing the medicine required. On receipt of purchase order the purchase
in charge will make necessary steps for purchasing medicine that has been mentioned in the
purchase order. Plans are made by the purchase department about what to purchase, how to
purchase, when to purchase and so on. Purchase in charge invites quotation for the supply of
medicine from different department. Purchase order of heavy equipments is issued from
administrative department
PROCEDURE
Purchasing process-equipment
In case of equipment or machinery purchase, the concerned lab in charge shall forward
requisition to the HOD purchase along with the detailed specification of the equipment. The
HOD purchase shall forward the same with his recommendation to the medical superindent
for getting approval for purchase
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Organisational Study At Muthoot Hospital, Kozhencherry
Medical superintend shall either select the supplier as per the conditions or shall instruct the
administrator or concerned department in charge to arrange for the technical or commercial
discussion with the selected supplier
The administrator or department in charge shall arrange for the technical or commercial
discussion on a date convenient to all members. The members who attend the discussion shall
be:
1) Medical superintendent
2) Administrator
3) Doctor
4) Concerned dept-in charge
5) Nursing superintendent
6) Supplier representatives
The final decision on the selection of supplier shall be taken after negotiating or considering
on aspects like warranty, guarantee, discount offered, detailed product specifications, delivery
date, payment terms, installation, availability of service, salient features of the equipment etc.
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.13 DIETARY
Hierarchy of the department
Description
1) Quality assurance of food preparation
The head cook or dietician or other hospital staff shall taste the food prepared for the patients
and ensure the quality of the food being served to the patients
The supply of food to the patients shall not commence without approval of the manager.
2) Feedback about food service
The food service feedback sheet shall be provided to each patient before their discharge from
the hospital for their feedback about the food services
The same shall be collected by the dietician or food service supervisors and be analyzed for
improvements.
3) Solving the issues
Dieticians shall meet patients in random everyday to get a direct feedback about the food
served. All problems arising will be raised and discussed at the regular dietary meetings held
on 2nd Saturday of every month
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.14 ACCOUNTS DEPARTMENT
There is one finance manager, one accountant, 5 assistant accounts and one cashier
Revenue is from the inpatient bills, lab investigations ,scanning and pharmacy
Payment is made through monthly settlements, general purchase items, medicines and
petty expenses
Salary is given through union bank of India
The finance activities include preparation of final bill ,journal entries, maintaining
ledger and cash books
This department deals with foreign currency transactions as well as issuance of travelers
cheques. These transactions are dealt with on behave of their sister concern banks
The finance department can make purchases up to an amount of RS 5000, if it goes above
5000 it requires the purchase committees approval; the purchase committee informs the
manufacturing companies and a quotation is invited
A cash-credit account is being maintained and a check of up to rupees one lakh can be issued
by the department
The finance department is linked with the pharmacy, the front office, the lab, the human
resource, the systems and the marketing department
Weekly audit is being conducted by a representative of the Muthoot group
The accounts department consists of seven employees who are in charge of the accounts
department.
Main duties of accounts department
Salary and wage administration
Retirement
Gratuity and other personal departments
Verifying stock statements
Attending legal and departmental proceedings
Verifying of purchase bill
Expense bill
Renewal of various licenses
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.15 PHYSIOTHERAPY
Hierarchy of the department
Rehabilitation after injury, operation and illness from an integral part of health service. The
aim is to prevent loss of muscle tone and to restore full function to the limbs and body.
Duties
Rehabilitation of patients
Providing exercise for patients
Re-education in movement of body after injury, operation and illness
Procedure
In-patients
1) Consultants refer patients for various rehabilitation services
2) Consultant’s brief physiotherapist provides treatment accordingly. It includes instructions
for practices at home. Patients are also overseen by the consultant physiatrist who makes
occasional changes in the treatment plan
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Organisational Study At Muthoot Hospital, Kozhencherry
3) Physiotherapists accompany the consultants medical officers during their rounds and check
the improvements of the patients on a daily basis and the progress is watched
Out-patients
Consultants refers the patients to the physical medicine department and patients sent from the
OP counter
Physiatrist examines the patient and prescribes based on the prescription from the physiatrist,
the treatment is provided and instruction or advices are also given as required
The patient are advised to pay the required charges at the payment counters and secretary will
cross check the bill with the amount given by the therapist
The patient, who are coming directly for the physical medicine consultation takes the OP
ticket and consultation and necessary treatment or exercise advice of the physiatrist.
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.16 GENERAL MAINTEANANCE DEPARTMENT
Hierarchy of the department
DESCRIPTION
The maintenance supervisor shall respect the areas for any defects. This shall be entered
in the maintenance register ( carpenter, welding , upholstery and painting)
Procedure
1) Equipment management
All the bio-medical equipment of the hospital shall be controlled using a unique identification
number issued by BMF department. This number shall be visibly labeled on all the bio-
medical equipment for easy identification.
2) Preventive maintenance planning and execution
The BMF department shall plan the preventive maintenance activities through annual
preventive maintenance activities through an annual preventive maintenance plan
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Organisational Study At Muthoot Hospital, Kozhencherry
based on the annual preventive maintenance plan the internal preventive maintenance activites
and AMC visits of the service providers shall be planned and executed on a monthly basis
the details of the preventive maintenance or service done for each equipment shall be
recorded in the equipment history register
3) Breakdown maintenance
The user departments shall intimate the BME on the breakdowns or complaints using the
breakdown requisition note on the receipt on the breakdown requisition note the BME shall
analyze the nature of the breakdown or complaint. In case an outside service agency is to be
engaged for the repair or servicing activity, the bio-medical engineering staff shall raise a
work order detailing the nature and cost of work. On management approval a copy of the
work order shall be forwarded to the finance and accounts department the details of the
repairs or service done shall be recorded in the equipment history registers
3.2.17 STORES
Hierarchy of the department
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Organisational Study At Muthoot Hospital, Kozhencherry
The main function of store department is to purchase, store and issue the hospital need. The
objective of this department is to plan for, acquire, store, move and control materials to
optimize the usage of facilities to provide customer service in accordance with organizational
goals. The department is fully computerized. The hospital equipment, surgical equipment and
general items are issued by the stores department. The department works under FIFO method.
Apart from the main store department, there are sub stores working under other departments.
The two main function of store department are
Purchase function
Stores function
Duties and responsibilities
Maintain evaluate general stores items as per hospital needs
Maintain stock, suppliers and inventories
Receive goods ordered
Check the received goods against invoiced price, quantity and quality
Store the goods
Issue item to various departments in response to their requisition
Keep reports about all issues
Given information about its activities to finance department
Training & education
Maintain store documents and confidential files
Procedure
1) A preliminary quality checking like item, number of packages or items, condition of
packaging, external appearance etc shall be carried out by the stores –in –charge before
acceptance
2) The details of the receipt like suppliers name, name of the item, quality, date of supply,
invoice or bill or delivery chellan number, value, relevant purchase order number etc are
entered in the relevant computers
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Organisational Study At Muthoot Hospital, Kozhencherry
3) In the case when approved samples are available, inspections shall be carried out
comparing the received items with the approved samples. The approved samples shall be
identified and stored till the supply is completed
4) Items pending inspection shall be stored in the designated areas. The store-in-charge shall
ensure that only accepted items or materials are issued for use
5) On receipt of store indent from the user department, duly signed by the authorized person
material or items shall be issued
6) Stock position shall be updated after each receipt and issue of the items or materials
7) The items having limited shelf-life shall be inspected once in six months either by the
stores-in-charge or by the user department, the inspection status and date of inspection shall
be displayed in the stage bin
8) stores-in-charge shall ensure that the regular or fast moving items have adequate stock
always, so that the emergency local purchase can be avoided
9) All stores related records shall be up to date and verification of stores shall be conducted
once in a year, suitable corrective actions taken if deviations are detected.
Important register
Stock purchase register
Stock issue register
Stock ledger
Stock transfer register
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Organisational Study At Muthoot Hospital, Kozhencherry
3.2.18 QUALITY ASSURANCE DEPARTMENT
Hierarchy of the department
The goal of the Quality Assurance Department at MGM Muthoot Medical Centre is that the
patients must receive the best care possible. They have taken a "patient-centered" approach to
healthcare while at the same time using the most up-to-date medical evidence and the best in
technology. They intend to continue our tradition of providing high quality care in a caring,
compassionate environment. In order to maintain high standards, the Quality Assurance
Department at MGM Muthoot Medical Centre focuses on patient safety, healthcare quality, and
having open lines of communication within the hospital community
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Organisational Study At Muthoot Hospital, Kozhencherry
Quality improvement program consist of evaluating
Indicators from various departments
Performance standards
Actions against noscominal infections
Time delay studies
Incident report analysis
Various other audit reports
Customer feedback
Adverse drug reaction
Training conducted
Research availability
Risk management
Implementation of corrective action
Quality assurance program in radiology, lab, OT, ICCU
The quality assurance department has quality indicator registers of each department.
3.2.19 MARKETING DEPARTMENT
Hierarchy of the department
The duty of marketing department is to attract maximum customers to hospital, by
conducting medical camps; field work etc. in this hospital MD is integrated to PRD formation
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Organisational Study At Muthoot Hospital, Kozhencherry
technology in MIS. The primary step is in categorizing customers: the influencers whose
opinions matter (suppliers or distributors, media and politicians) and the customers (the
patients and bystanders) ensuring everyone’s satisfaction is crucial and projecting a positive
image is what marketing is all about
The functions are:
The marketing department has taken the initiative to set up public relations a counter
The idea of exit interviews were introduced by the marketing department
The latest marketing strategy is the introduction of insurance schemes exclusively
targeted at the less fortunate sections of the society
Promotes awareness on the latest facilities , equipments as well as the doctors
There are also commendable internal marketing measures and that is targeted at the
employees. Therefore, cluster groups are formed among the employees to nurture
healthy interpersonal relations as well as in promoting awareness about the various
benefits, schemes, doctors, equipments and so on. They are also encouraged to freely
speak out their problems, issues and satisfaction levels
Facilitate doctor to doctor interaction under the banner of the Indian medical
association through doctors programmes and seminars
Internal public relations activities for better patient relations and supplement
awareness through brochures
External marketing activities in 4 ways:
Doctors of other hospitals through communication, handing over brochures, intimating
medical developments, informing about the new doctors taking charge and referring patients
In case, of referred patients, the referred doctor is promptly informed of the condition of the
patient and the medical assistance provided. The doctor is frequently updated with the
condition of the patient
The marketing department attempts to build up a confidence in the referred doctor that the
patients return to the original doctor and at the same time attempts to create a good image in
the patients regarding the hospital and their treatment
Other hospitals- promote good relations with their management, administration and the
deciding staff
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Organisational Study At Muthoot Hospital, Kozhencherry
The additional facilities offered by the hospital are elaborately expressed and the other
hospital is welcomed to utilized its resource
Organizations- it involves building up relations with factories, offices, banks and schools
by providing health check-up packages. The organizations usually go for pre-employment
health check-up, post-employment health check-up and annual health check-up
This hospital has a tie-up with SBI for emergency treatment on credit and the payment need
be gradually made within 30 days
The NGOs- in collaboration with the charity organizations like lions club and rotorary
club, this hospital conducts medical camps, seminars and awareness programmes for the
general public
Other indirect marketing efforts include health articles in newspapers, health, magazines and
Vanitha and through Media-talk programs on TV
This department keeps in touch with the front office for details of patients, their condition and
the room where they are in so that the public relations officers can meet them
3.2.20 HOUSE-KEEPING DEPARTMENT
Hierarchy of the department
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Organisational Study At Muthoot Hospital, Kozhencherry
Scrupulous cleanliness and aseptic techniques are essential for the maintenance of health,
prevention of infection and curing of disease. The hospital is particular in keeping the hospital
as well as the surroundings clean as possible. The wastes are managed in an efficient manner
LINEN AND LAUNDRY
Procedure
Method of washing
1) Soiled linen
Will undergo the usual process of washing, conditioning
2) Infected linen
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Organisational Study At Muthoot Hospital, Kozhencherry
To be collected in bags handled carefully, it will be processed through sluicing and subjected
to soakage in disinfectant solution prior to normal process of washing, conditioning
3) Washing arrangements
The washing of hospital linen is being done by machine very dirty and soiled linen obtained
from OT ,acute surgical wards , labour room should usually be prewashed by the cleaning
staff before being sent to the final washing.
Issue of washing material
1) The issue of washing material like soap and soda etc will be done by the general stores
2) Frequency of change of linen
3) The bed linen will be changed daily and also changed when a new patient is admitted after
discharge of the old patient
3.2.21 WASTE MANAGEMENT
Muthoot hospital is considered as an environment friendly hospital as it manages the
waste efficiently. A major portion of the non-degradable waste are collected by an outside
agency called IMAGE (registered under government of Kerala). The employees of IMAGE
come daily to collect the wastes. The hospital employees are advised to separate the waste in
different colored bags provided by the agency.
Procedure
1) General
Awareness should be given to everyone in the hospital for the generation, collection,
identification and disposal of different types of wastes
The wastes are potential source for infection and hence its collection and disposal merit
highest priority
Necessary identified containers are provided at different locations for their collection,
segregation, disinfection, transport, treatment and disposal
2) Waste reduction
Whenever possible the use of disposables may be limited by the extent required
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Organisational Study At Muthoot Hospital, Kozhencherry
3) Segregation at source
General wastes are including kitchen wastes, dry waste (paper, packing, glass ware and
metal), infections waste- including pathological and anatomical, chemical waste including
effluents from different locations, lab, wards etc shall be collected in identifiable containers at
locations
Whenever possible one type of waste shall be deposited in a particular container suitably
identified
The container when not in use shall be kept properly covered to avoid spillage or misuse
4) Transportation
The containers, on specified occasions shall be shifted to other locations for incineration or
land filling as the case may be
The containers after disposal of the contents shall be replaced at the specified locations after
disinfection
5) Awareness and training
The most important aspect is the education and training to all concerned including medical,
paramedical employees on source reduction, segregation, disinfection, transport and disposal
3.2.22 ECHS
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Organisational Study At Muthoot Hospital, Kozhencherry
Hierarchy of the department
Ex-servicemen contributory health scheme was launched with effect from 1st April 2003 .the
aim of the scheme are to provide quality Medicare to its members and their authorized
dependents through ECHS polyclinic. From the polyclinic they refer patients to ECHS
authorized specialty hospital. After one month of treatment the hospital will give treatment
bill to polyclinic and the polyclinic will pay it to the hospital. The advantages of becoming an
ECHS member are as under:
a) The scheme will provide quality Medicare to all pensioners, their widows and authorized
dependants, and is within easy to reach.
b) It covers complete spectrum of ESM settled in far flung areas, through a network of
polyclinics in Military and non-military stations
c) The scheme is fully financed by the government.
d) An ECHS member who possesses an ECHS smart card can avail immediate treatment at
any ECHS polyclinic anywhere in India.
e) There is no restriction on age or medical condition at the time of seeking membership of
the scheme.
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Organisational Study At Muthoot Hospital, Kozhencherry
CHAPTER 4
SWOT ANALYSIS
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Organisational Study At Muthoot Hospital, Kozhencherry
4.1 SWOT ANALYSIS
STRENGTH
Modern sophisticated equipment and facilities
Goodwill of the firm
The hospital has experienced doctors providing quality services
Availability of expertise nursing staff Availability of job description for all level of nurses Periodically evaluation for nursing staffs Availability of in-service education program and training Availability of hospital infrastructure
WEAKNESS
Specialist’s services not available on all days
The hospital is not fully computerized
No full-time TMT technician
No intranet and extranet facilities available
OPPURTUNITIES
Beneficial package for patients
Implementing NABH standards
Location of hospital serves large population, more available connections and resources
Easy of public transport to the hospital
Opportunity to create training program and courses in health by collaboration with the
health faculties that trainee their students in the hospital
THREATS
Competition
Employee turnover
Lowest staff income in comparison with other hospitals
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Organisational Study At Muthoot Hospital, Kozhencherry
The inability to attract and retain the nursing staffs due to lower salaries
High nurse salaries in other countries
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Organisational Study At Muthoot Hospital, Kozhencherry
4.2 FINDINGS
Modern sophisticated equipments and facilities
24 hours working casualty , ambulance , radiology and imaging , CT scan ,blood
bank ,ultra sounds , pharmacy , lab, x-ray , ECG and accident and emergency
facilities
Radiological services like spiral CT scan ,ultra sound, color Doppler, 500ma x-ray etc
Well established laboratory services like microbiology, biochemistry, histopathology
etc
Ultra modern dialysis unit
Dietary services and canteen
Modern physiotherapy department
Majority of the employees having nine hours working schedule
Some of the employees are not satisfied with the remuneration given by the hospital
The employees are satisfied with canteen facility
The staffs are satisfied with medical facility
There is no bonus scheme in the organization
It was found that, the staffs are satisfied with regarding treatment expenses
There is no specialists service on all days
The working conditions provided by the hospital were good
The organization uses modern technology
The co-workers relationship in the organization is good
The organization was got ISO award
There is a good co-ordination between departments of the organization
The staffs are working as a group in order to achieve goals
Availability of skilled staffs
The organization aims to ensure a safe working environment in all our staffs
The organization has less parking facilities
The hospital has experienced doctors providing quality services
The study , opinion about the hospital is good
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Organisational Study At Muthoot Hospital, Kozhencherry
4.3 SUGGESTIONS
Specialists service not available on all days
More computers have to be implemented for each department
To improve the parking facility
The bonus schemes are started for all staffs
To organizations should make sure to fill in the vaccines as soon as possible to avoid
giving extra pressure on the existing employees
The organization should do study on the welfare activities in other organization and
make a new welfare scheme which is satisfactory to all employees
Reduction in the price of canteen food can be provided to the patients and visitors
Proper training should give to the employees to get familiar with new softwares
Increase the amount of salary according to the new employees
To develop flexible policies in the organization
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CONCLUSION
Too many people find that diseases creep on them unknown. Sometimes, it may
be too late to save a patient by the time a disease is discovered. A disease free life is
everyone’s dream and desire, and the key to good health lies in preventive medicine.
Preventive healthcare is the key to preventing such unpleasant surprises. Health screening
identifies potential risk factors and medical problems early. Health screening also manages
your health risk profile and promotes a healthier lifestyle and a quality life.
Hospital is a service organization. Now it is emerging as an industry with the
coming of many multi specialty and super specialty hospitals. Mar Gregarious Memorial
Muthoot Medical Centre (P) ltd, Kozhencherry is a 407 bedded hospital. At present there are
15 specialty and 9 specialty medical services
It is a modern multispecialty hospital which has the capability of becoming one
of the top hospitals in India. The long years of experience and standing in the medical field
are of great advantage. The hospital can function better if it concentrates on hospitals
management aspect wherein the work of certain departments are divided further to lessen the
burden of worked.
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BIBLIOGRAPHY
Robert. H. Carman , “ hand book of medical laboratory technology”
C.B Mamoria, “ personnel management ,2001”
Biswanth ray ( 2001), “ welfare , choice and development”
Brochures and notice
Websites: www.muthootgroup.com
www.muthoothospital.com
www.who.net
;
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