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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

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,


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


To make an organizational study at Muthoot Hospital in Kozhencherry


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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1.4 Research Methodology


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


“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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1.6 Data Collection and Instruments


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



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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


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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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


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


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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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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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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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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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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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).


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


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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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  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


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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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.


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.


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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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.


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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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


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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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


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





Poyanni hospital, Kozhencherry

Century hospital, Chengannur

Pushpagiri hospital, Triruvalla


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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


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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The fifth floor

Pediatrics, nursing station, executive rooms


This block consists of 4 floors:

The ground floor


The first floor

Consulting rooms of skin specialists, ENT, dental , pediatrician, ophthalmology ,


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


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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Physiotherapy, lab, OT, blood bank


Dedicated team of




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


24 hours blood bank facility

Ambulance service on call

Supporting services

Front office


Public relation

House keeping

Medical records


Human resource management

Central stores

Security services


24 hours -7 days a week

All the essential drugs are available


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IP pharmacy for admitted patient



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


Micro biological department


Bio-chemistry department

Hematology department

Facilities are available to the public without consultation

Major test are authorized to Muthoot MRI Trivandrum


Blood bank

Community health program

Domiciliary medical assistance for bedridden patients


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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


DNB family medicine

General nursing and mid-wifery course

Bsc nursing


CCU training

OT Technician course


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


Free consultation

20% discount for medicine, 50% lab and procedures for OP visit

Subsidized medical coverage for staff and department


Attending phone calls


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Organisational Study At Muthoot Hospital, Kozhencherry

Giving relevant information to the individuals visiting the hospital

Booking facility


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


Total no of employees – 615

Doctors- 52

Nurses- 270

Administration- 83

Maintenance and civil- 38

Others- 37

Education- 73

Paramedical- 62


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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2) Rooms


a) 1:6 (1 staff nurse for 6 patients)

Night time

a) 1:10

3) Wards


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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3.1 Organizational Chart


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3.2 Functional Area Analysis


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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


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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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.



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


The performance of staff is evaluated in every 6 months. On the basis of this evaluation

promotion or increase in salary is done


This register includes the details about training and orientation given to the new employees


This register include the details about the interviews conducted by the hospital authorities


The register gives the details of the applications received from the applicant


This register includes the number of holidays that employees can take.


It gives details of the certificates that are being issued from the HR department.


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It gives the attendance of the staffs. Employees are supposed to put signature in the

register before they start working


Each employee should write in the movement register , when they are moving out during

the working time.




Performance appraisal

Induction programmed


Promotion and increment

Leave absence recording


Conduct interviews


Induction form

Performance appraisal form

Clearance form

Man power requisition form

Interview assessment form

Application form

Leave form


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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:


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


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



Information desk

Allotment of rooms




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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


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


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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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


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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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


Hospital system administration and control

Installation of new system and softwares

Data record maintenance


Maintenance of computer systems



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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



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This register include the details of patient, IP and OP number, treating physician name, date

of admission and date of reference and reason.


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.


In this register IP number of the patient and disease code are depicted. Disease code are

followed according to ICD-10


This register includes patient’s details, date and disease of new and old cases. This register is

used for entering only the communicable disease.


This register includes patient name, OP number, patient’s first visit and patient’s last visit.


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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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


Hierarchy of the department


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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


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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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


The health check up scheme of the hospital offers a non-stop comprehensive screening


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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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.


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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Packaged register

ECHS register

OP register

Outside register

Endoscopy and biopsy register

Widal register

AFB register

Microbiology lab register


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 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 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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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




Donor records

Record of results and laboratory

Patient records

Equipment checking registers

Reagent expense register

Purchase requisition register etc.


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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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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.


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


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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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.


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


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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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


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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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)


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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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


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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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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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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Sales price correction


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




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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


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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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


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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3.2.13 DIETARY

Hierarchy of the department


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


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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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


Main duties of accounts department

Salary and wage administration


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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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.


Rehabilitation of patients

Providing exercise for patients

Re-education in movement of body after injury, operation and illness



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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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


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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Hierarchy of the department


The maintenance supervisor shall respect the areas for any defects. This shall be entered

in the maintenance register ( carpenter, welding , upholstery and painting)


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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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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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


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


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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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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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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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.


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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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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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


Hierarchy of the department


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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



Method of washing

1) Soiled linen

Will undergo the usual process of washing, conditioning

2) Infected linen


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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


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.


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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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


Whenever possible one type of waste shall be deposited in a particular container suitably


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


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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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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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


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


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



Employee turnover

Lowest staff income in comparison with other hospitals


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The inability to attract and retain the nursing staffs due to lower salaries

High nurse salaries in other countries


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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


Radiological services like spiral CT scan ,ultra sound, color Doppler, 500ma x-ray etc

Well established laboratory services like microbiology, biochemistry, histopathology


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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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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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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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