The
session for the Private Sector Training was held by Dr.Anupam Karmakar, CEO
Gurunanak Hospital, Bandra, Mumbai. He spoke to us about an overview of the
Hospital operations.
The
session began with the importance of having a vision in our life. He insisted
on us having a graph of our life, of where we need to reach 5 years from now.
The importance of knowing our final goal is essential is order to grow.
Hospital sector, he said is the “Mother of all verticals” as it is the base for
all operations.
He
gave major importance to the patients visiting a hospital since they are the
“Branding” and “Marketing” agents for us. It is the word of mouth spread by
them which decides the reputation of the hospital. And hence, the crux of
everything is to have empathy for our patients and not sympathy. Being an
interactive session, he asked us what we think of the words “Hospitality” and
“Quality”, for which numerous answers were given after which he said that
quality depends on proper delivery of services and operations.
The
focus then shifted to what we should look at when we apply for a job, the
answer to which was:
·
Vision and mission of the hospital
·
What the organisation is all about
·
What it does for the society
·
What is the job description
·
What they want from you
·
What you expect out of the job
·
The hierarchal level of that organisation (Organogram)
He
said that it is very important to know the workflow of the organisation in
order to understand the protocol for passing information between all the
departments. The cost of treatments play a major role in defining the quality
of care as the patient should be satisfied with the services after paying a
heavy amount from his pocket.
The
Average Length Of Stay (ALOS) for a
patient has a major effect on the hospital earning, since after the operation
the time taken by the patient for recovery is the time the hospital bears the
cost of the resources utilised by that patient i.e. the bed cost, nursing cost,
equipment cost, etc.
The
next part of the session involved what the duties of various people working in
a hospital should be from the time a patient enters a hospital to the discharge
and billing desk, which were as follows:
·
Clean premises and well groomed staff is essential for
maintaining a good image of the organisation
·
The security is the first level of interaction for every
patient, hence the security guards should be well aware of the entries and
exits of the hospital premises and the entire area, must know all the staff
working there, must be aware of the nearest police station from the hospital
and of the ambulatory services.
·
The receptionist should greet the patients well and be humble
·
Medical Officer (MO) should be well aware of all the
operations in a hospital
·
The staff should be empathetic and conscious of the treatment
procedures being carried out for all the patients. There should be a smooth
interaction between all the members from nurses to doctors.
·
The billing desk and TPA depts. should improve the process of
discharge. The normal discharge time should be reduced from days to hours and
claims should be cleared as easily and smoothly as possible without hassles.
Sir
also spoke about the bed occupancy of a hospital. It is said to be 100% when 80-85%
beds are occupied, and the rest 15-20% beds are kept vacant for emergency and
disaster cases.
Charity
commission of a hospital was spoken of, where the Trust of the organisation
provides treatment for the following patients at reduced costs:
·
Indigenous patients (10%) of cases - Totally free
·
Weaker sections – (10% )
50% off
The
concluding part of the talk involved a short QnA session where the students
asked their queries and were well answered.
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