A REPORT ON THE STUDY OF ORGANIZATIONAL

STRUCTURE OF SHIJA HOSPITALS & RESEARCH

INSTITUTE PVT. LTD

Summer Internship Report submitted to the

Department of Management studies
in partial fulfilment of the requirements for the award of the degree
MASTER OF BUSINESS ADMINISTRATION

Name of the Candidate

Chungkham Jupiter
(Reg. No: PRK21MS1047)

Under the guidance of

Dr. R. Amuthan

Department of Management studies

Karunya Institute of Technology and Sciences
[Declared as a Deemed University under sec.3 of the UGC Act, 1956]
AICTE Approved & NAAC Accredited
July 2022
 ACKNOWLEDGMENT
I’m taking this opportunity to deeply express my gratitude to SHIJA HOSPITAL AND
RESEARCH INSTITUTE PVT. LTD for giving me the opportunity to undertake my summer
internship program based on the topic “Organizational study about Shija hospital and
research institute Pvt. Ltd” in your hospital. Shija hospital is one of Manipur’s leading and
growing healthcare service providers.

I also extend my thank to my guide, Dr. R. Amuthan, Associate professor, department of

management studies, who supported and encouraged me to carry out my summer internship
successfully.

I extend my thanks to Dr. J. Clement Sudhakar, HOD, Department of Management Studies,

Karunya Institute of technology and Sciences.

I am grateful to Dr. Kh. Palin, Chairman cum Managing Director, Shija Hospitals & Research
Institute, Imphal for allowing me to do this summer internship in your reputed firm.

I would like to express my thanks to Mrs. Geetanjali Aribam, Manager, department of

Human Resources, Shija hospital and research institute for helping me and guiding me in
order to carry out my day-to-day activities smoothly and successfully. And thanks to all the
personnel in every department who clarify my doubts and helped me in collecting crucial
information.

Last but not the least, I would like to thank the Lord and my parents who always inspire,
encourages and supported me unconditionally throughout my journey and for their guidance
in every step I take.

Date: Chungkham Jupiter

Place: Imphal Reg. No. PRK21MS1047

MBA 1st year

Karunya Institute of technology and sciences,

Coimbatore, Tamil Nadu.

Table of Contents
ACKNOWLEDGMENT..........................................................................................................I
DECLARATION.....................................................................................................................II
CERTIFICATE......................................................................................................................III
CHAPTER 1.............................................................................................................................1
1.1 INTRODUCTION........................................................................................................1
1.2 SCOPE OF THE STUDY.............................................................................................1
1.3 OBJECTIVE OF THE STUDY...................................................................................1
1.4.1 HEALTHCARE INDUSTRY IN INDIA.................................................................2
1.4.2 INDUSTRY STRUCTURE.......................................................................................3
1.4.3 PLAYERS IN THE MARKET WITHIN THE STATE.........................................3
CHAPTER 2.............................................................................................................................5
2.1COMPANY PROFILE:................................................................................................5
2.1.2 VISION STATEMENT.............................................................................................7
2.1.3 MISSION STATEMENT..........................................................................................7
2.1.4 OBJECTIVE OF THE COMPANY........................................................................7
2.1.5 DEPARTMENTS.......................................................................................................8
CHAPTER 3...........................................................................................................................10
3.1 ORGANIZATIONAL CHART.................................................................................10
CHAPTER 4...........................................................................................................................11
4.1 FLOOR DIRECTORY OF THE HOSPITAL.........................................................11
CHAPTER 5...........................................................................................................................13
5.1 FRONT OFFICE DEPARTMENT...........................................................................13
5.2 ROLE OF FRONT OFFICE EMPLOYEES...........................................................13
5.3 SKILLS REQUIRED FOR FRONT OFFICE EMPLOYEES...............................13
5.4 SOFTWARE USE BY FRONT OFFICE IN SHRI.................................................14
5.5 ELIGIBILITY FOR FRONT OFFICE EMPLOYEE............................................14
5.6 HIERACHY CHART.................................................................................................14
CHAPTER 6...........................................................................................................................15
6.1 OPD (OUT PATIENT DEPARTMENT).................................................................15
6.2 OPD SERVICE AVAILABLE AT SHRI:................................................................15
6.3 FACILITY AVAILABLE IN OPD AT SHRI..........................................................15
6.4 SHIJA SUBSIDARIZED OPD..................................................................................16
 6.5 WORK FLOW OF SHRI OPD.................................................................................16
CHAPTER 7...........................................................................................................................17
7.1 EMERGENCY DEPARTMENT...............................................................................17
7.2 WORK FLOW OF EMERGENCY..........................................................................17
7.3 DIVISION OF ZONES IN EMERGENCY..............................................................18
7.4 HIERARCHY CHART..............................................................................................18
CHAPTER 8...........................................................................................................................19
8.1 HOUSEKEEPING DEPARTMENT.........................................................................19
8.2 OBJECTIVE OF HOUSEKEEPING.......................................................................19
8.3 MAJOR ROLE PLAYER IN HOUSEKEEPING...................................................19
8.4 MANPOWER OF HOUSEKEEPING DEPARTMENT........................................20
8.5 AREA OF WORK CARRIED OUT BY THE WORKERS...................................20
8.6 WORK FLOW CHART OF THE DEPARTMENT...............................................20
CHAPTER 9...........................................................................................................................21
9.1 SECURITY DEPARTMENT....................................................................................21
9.2 MAN POWER OF SECURITY DEPARTMENT IN SHRI...................................21
9.3 POSTING AREAS OF SECURITIES IN SHRI......................................................21
9.4 ROLE OF SECURITY DEPARTMENT IN SHRI.................................................22
9.5 HIERARCHY OF SECURITY DEPARTMENT....................................................22
CHAPTER 10.........................................................................................................................23
10.1 BLOOD BANK DEPARTMENT............................................................................23
10.2 WORK FLOW OF BLOOD BANK DEPARTMENT IN SHRI..........................23
10.3 REGISTRATION REQUIREMENTS IN SHRI...................................................24
10.4 BASIC REQUIREMENT IN ORDER TO DONATE BLOOD...........................24
10.5 FACILITY IN BLOOD BANK...............................................................................24
10.6 HEIRARCHY............................................................................................................25
CHAPTER 11.........................................................................................................................26
11.1 LABORATORY DEPARTMENT..........................................................................26
11.2 MAJOR AREA OF LABORATORY RESEARCH IN SHRI..............................26
11.3 ANALYTICAL QUALITY CONTROL.................................................................26
11.4 WORK FLOW CHART OF LABORATORY IN SHRI......................................27
CHAPTER 12.........................................................................................................................28
12.1 GENERAL STORE DEPARTMENT.....................................................................28
12.2 FOUR MAJOR ROLE OF THE DEPARTMENT................................................28
12.3 LIST OF ITEMS STORED IN ORDER.................................................................29
CHAPTER 13.........................................................................................................................30
13.1 BUSINESS DEVELPOMENT DEPARTMENT...................................................30
13.2 OBJECTIVE OF BD DEPARTMENT...................................................................30
13.3 ROLE OF BD DEPARTMENT...............................................................................30
13.4 PLANS AND STRATEGIES:..................................................................................31
13.5 HIERARCHY............................................................................................................31
CHAPTER 14.........................................................................................................................32
14.1 OPERATION UNIT AND QUALITY CONTROL OF SHRI.............................32
14.2 COMMITEES TO MONITOR THE QUALITY SYSTEM.................................32
14.3 HIERARCHY............................................................................................................33
CHAPTER 15.........................................................................................................................34
15.1 MIS DEPARTMENT (Management information system)...................................34
15.2 MAIN ROLE OF MIS DEPARTMENT................................................................34
15.3 HIERARCHY............................................................................................................35
CHAPTER 16.........................................................................................................................36
16.1 PUBLIC RELATION DEPARTMENT..................................................................36
16.2 NEED FOR PUBLIC RELATION.........................................................................36
16.3 HIERARCHY............................................................................................................36
FINDINGS..............................................................................................................................37
SUGGESTION.......................................................................................................................38
CONCLUSION.......................................................................................................................39
BIBLIOGRAPHY..................................................................................................................40
 DECLARATION

I, Chungkham Jupiter hereby declare that the summer internship report entitled “THE
STUDY OF ORGANIZATIONAL STRUCTURE OF SHIJA HOSPITALS &
RESEARCH INSTITUTE PVT. LTD” has been carried out by me and summitted in partial
fulfilment of the requirement for the award of Master in business Administration under the
Department of Management Studies, Karunya Institute of Technology and Sciences,
Coimbatore, Tamil Nadu.

I also declare that it has not been submitted earlier elsewhere and all the contents
incorporated in the project have not been submitted in any firm for the award of any degree,
diploma or fellowship of any other Institute or university.

Sincerely,

Chungkham Jupiter

(Reg. No: PRK21MS1047)

MBA 1ST YEAR

 CERTIFICATE

This is to certify that the summer internship report entitled “The STUDY OF
ORGANIZATIONAL STRUCTURE OF SHIJA HOSPITAL AND RESEARCH
INSTITUTE PVT. LTD” is a bonafide record of work done by Chungkham Jupiter,
Reg.no: PRK21MS1047 in partial fulfilment for the award of the degree of Master in
Business Administration, for a period of one month starting from 24 th June 2022 to 24th July
2022 and has been carried out under the direct supervision and guidance of the project guide.

This report or a similar report on the topic has not been submitted for any other examination
and does not form any part of other course undergone by the candidate.

SIGNATURE OF THE GUIDE

HEAD OF THE DEPARTMENT Chungkham Jupiter

Student of department of management studies,
Karunya Institute of technology and sciences
 1

CHAPTER 1
1.1 INTRODUCTION
An organization is a social arrangement which is formed to achieved collective goals, which
controls its own performance, and which has a boundary separating it from its environment.
Organization is the association formed by a group of people who see that there are benefits
available from working together towards common goal.

Organizational studies are the study of individual and group in an organizational setting, as
well as the nature of organization themselves. Whenever people interact in organization,
many factor come to play. Organizational studies attempt to Understand and model.
Organizational study is essential to any MBA graduate as it help them to connect theory with
practice.

Organization study refers to the study of organization as a whole and getting adequate
knowledge with various departments in the organization. In Imphal, Manipur, at the Shija
Hospitals and Research Institute (SHRI), the study was conducted. In North-East India, SHRI
is the first locally owned private medical college. In 1985, SHRI began as the Shija Clinic, a
single clinic affixed to a drugstore in Paona Bazar. Shija was founded by Dr. Palin Kh,
Chairman and Managing Director.

1.2 SCOPE OF THE STUDY

The organizational study at Shija Hospitals and Research Institute (SHRI) aims at getting
adapt to the environment of SHRI for a period of one month. The study will be conducted to
understand the structure, function and process of various department and their
interdependence.

1.3 OBJECTIVE OF THE STUDY

The organization study was carried out in Shija Hospitals and Research Institute (SHRI),
situated at Imphal, is to achieve the following specific objectives:

1.3.1 To familiarize with the organization and its functioning.

1.3.2 To familiarize with the different department in the organization.

1.3.3 To understand how the key business process are carried out in an organization.
 2

1.3.4 To understand the flow of information from various levels to help in decision making.

1.3.5 To understand the growth and diversification over the years and its strategies.

1.3.6 To study the overall performance of the organization.

1.3.7 To understand the SWOT of the organization.

1.4.1 HEALTHCARE INDUSTRY IN INDIA

Hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health
insurance, and medical equipment are all part of India's healthcare sector. The market is
expanding really quickly. growing public and private players' spending while enhancing its
service and coverage quality.

The healthcare market in India is being driven by the increasing prevalence of lifestyle
diseases, rising demand for affordable healthcare delivery systems due to rising healthcare
costs, technological advancements, the emergence of telemedicine, rapid health insurance
penetration, government initiat,.ives like e-health, along with tax benefits and incentives.

India has the world’s largest health insurance scheme (Ayushman Bharat) supported by the
government.

The Sector comprises hospital and allied sectors that include:

 Medical care providers that include physician, specialist clinics, nursing homes and
hospital.
 Diagnostic service centre and pathology laboratories.
 Medical equipment manufacturers.
 Contract research organization and pharmaceutical manufacture.
 Third party support service providers.
 Pharmacies and medicines.
 3

1.4.2 INDUSTRY STRUCTURE

National level - The organization at the national level consists of the Union Ministry of
Health and Family Welfare.

State Level - The organization at State level is under the State Department of Health and
Family Welfare in each State headed by Minister and with a Secretariat under the charge of
Secretary/Commissioner (Health and Family Welfare) belonging to the cadre of Indian
Administrative Service (IAS).

Regional level - Each regional/Zone set-up covers three to five districts and acts under
authority delegated by the State Directorate of Health Services.

District Level - The district level structure of health services is a middle level management
organisation and it is a link between the State as well as regional structure on one side and the
peripheral level structures such as PHC as well as sub-centre on the other side.

Sub-divisional/Taluk level - At the Taluk level, healthcare services are rendered through the
office of Assistant District Health and Family Welfare Officer (ADHO).

Community level - One Community Health Centre (CHC) has been established for every
80,000 to 1, 20,000 population, and this centre provides the basic specialty services in general
medicine, paediatrics, surgery, obstetrics and gynaecology.

1.4.3 PLAYERS IN THE MARKET WITHIN THE STATE

Raj Medicity- North A.O.C., Imphal West, Manipur, India is home to one of the major
multi-specialty hospitals in the state of Manipur. On February 24, 2004, Shri Hoabijam Rajen
Singh established Raj Polyclinic, which was later renamed Raj Medicity on June 27, 2014.
The company's healthcare facilities provide basic, secondary, and tertiary care for acute and
chronic illnesses. Its tertiary care facilities offer treatment in around 50 disciplines, such as
cardiology, cancer, radiology and imaging, gastroenterology, neurosciences, orthopaedics,
and critical care services. They also have a focus on minimally invasive surgery and organ
transplantation.

Sky Hospital- The SKY Hospital & Research Centre has been established not by choice but

by necessity and prevailing situation. The increasing number of diseases related to heart in
 4

Manipur motivated Manipur's first Cardiologist with DM (AIIMS) and FRCP (London), Dr.

L. Shyamkishore, who practised in the UK for almost 16 years, to establish a full-fledged

Heart Hospital in his home state which benefits not only the people of Manipur but also the

neighbouring North Eastern States of India. Prior to the establishment of the SKY Hospital &

Research Centre many heart patients in the state died unnecessarily due to lack of proper

facilities for diagnosis and treatment of heart diseases in the state. 

Mother’s care children hospital and research centre- Mother’s Care Children Hospital

and Research Centre (MCCHRC) Imphal, established in the year 2004, is a Trust-run hospital

which aims at providing quality healthcare to new-borns and paediatric patients. Pioneering

As the only neonatal and paediatric hospital in the area, MCCHRC strives to lower infant

death rates by giving new born the best care possible at delivery and continuing to provide

intense neonatal care services until the child is well. The Trust's members, who were

primarily healthcare professionals, believed that many lives might be spared by creating a

specialised facility that would allow us to address the urgent and vital healthcare

requirements of new born. As a result, MCCHRC was established.

Maipakpi maternity and children hospital- MMCH was established on 10th July, 2006 by

Dr. Khoirom Tomba Singh. He took voluntary retirement with the sole objective of

establishing this hospital. The motivation and drive behind establishing the hospital was to

fulfil the dream of her late mother who passed away in April 1975 while he was still doing

his post graduate MD at PGI Chandigarh. observing the Manipuri society's bad health at the

time. It offers services in the fields of endocrinology, diabetes, obesity, ENT, metal health,

cardiology, orthopaedics and joint replacement, cancer, neurosciences, paediatrics, obstetrics

and gynaecology, aesthetics and reconstructive plastic surgery, internal medicine, eye and

dental care, and paediatrics.

 5

CHAPTER 2
2.1COMPANY PROFILE:

Type of business Private

Industry Healthcare
Founded 1985
Location Imphal, Manipur, India.
Board of Directors  Dr. Palin Kundongbam, founder, chairman
and managing director.
 Dr. Bonney Kundongbam, Financial
Affairs, Chief executive officer.
 Dr. Jugindra S, Founding member of board
of director, medical superintendent.
 Mrs. Gayatri Maibam, Assistant General
manager (HR)
 Mr. Suresh Thokchom, General manager
and operation head.
 Santosh Shekher, Deputy General manager.

Employee 1500+
Websites www.shijahospitals.com
www.san.edu.in
 6

According to reports, the first privately managed local medical school in the area would be
located at Shija Hospitals and Research Institute (SHRI). The National Medical Commission
has granted SHRI permission to launch a new private medical college at Health Village,
Langol, Imphal West, Manipur, beginning with the academic year 2021–2022. The college
would have a 150-student yearly intake capacity. Shija Academy of Health Sciences will be
the name and acronym of the college (SAHS). In a letter dated January 11, 2021 and with the
number NMC/UG/2020/000092/032984, the National Medical Commission authorised the
procedure.
For the new era of health sciences, inexpensive, high-quality healthcare, and medical value
tourism, the new medical college was established primarily to develop strong, compassionate,
empathic, socially and ecologically concerned, research-oriented medical graduates and
postgraduates.
In 1985, SHRI began as the modest Shija Clinic, a single clinic affixed to a drugstore in
Paona Bazar. Today, it is a NABH-certified 350-bed super speciality hospital with 60 critical
care beds, staffed by 1399 caregivers, including 165 full-time doctors. It is situated in Imphal
West's environmentally favourable foothills of Langol. We tout the fact that it is located in
Health Village, Langol, Shija, and has a NABL-approved laboratory. By establishing new,
necessary facilities in the state, Shija has been able to stop many patients from leaving. The
hospital played a critical role in the detection and treatment of COVID patients in both the
first and second waves of the COVID-19 epidemic.
 The largest neck tumour in the world, which accounted for 40% of the patient's total weight,
was successfully removed by SHRI in 2006, and eight entirely severed hands and fingers
were successfully reimplanted. In addition to other medical disciplines, the hospital is
renowned for its expertise in keyhole surgery, plastic surgery, interventional radiology,
advanced stroke therapy, joint replacement, neurosciences, renal science, gastroenterology,
eye care, and palliative care. Shija is in charge of managing common biomedical waste in the
state. 30 additional governmental and commercial entities, including CMHT, PMJAY, and
SHRI, have approved payment to SHRI. Shija has provided care for more than 57,000
patients, including dialysis patients covered by CMHT and PMJAY.
Only roughly 150 of the more over 4000 medical aspirants in Manipur alone are chosen as
government nominees, while more than 400 Manipuri students travel beyond the state and
nation every year for private medical education. Approximately 700 Manipuri medical
students are thought to be studying there right now. Every year, about Rs. 500 Cr. is spent on
healthcare and medical education outside of the state. If we factor in the cost of dentistry,
nursing, paramedical, and health management studies conducted outside of the state, the total
will be higher.
The autonomous, financed teaching hospital with 700 beds and academic building for the
projected private medical college will be built within two years. Shija intends to build a 100-
bed satellite hospital at Moreh's international border to provide both primary and secondary
healthcare, as well as a rural health centre within 40 kilometres of the border between India
and Myanmar. The Government of Manipur has previously been supplied with the Seat
 7

Sharing (State Government Nominee, Shija Management Nominee, and Non-Resident

Indian) and Annual Fee Structures due to the lack of a full private medical institution in NE
India.
The medical college will help the state become one of the top healthcare destinations in the
world in addition to creating jobs. a cost-effective, top-quality healthcare option to draw both
domestic and international medical tourists. The local population will have plenty of
opportunity to expand its capability, and it can supply wealthy countries with the medical
professionals they need. The educational institution will draw both domestic and foreign
students, resulting in the creation of foreign exchange that will support the state's inclusive
economic growth. Through healthcare, it will also contribute to the improvement of goodwill
between India and Myanmar and beyond.

2.1.2 VISION STATEMENT

To be a premium & leading brand in healthcare services in South East Asia, recognized by
our customers for our holistic approach, personal touch and technological advancement.

2.1.3 MISSION STATEMENT

We are dedicated to provide high quality and customer focused healthcare services. We will
achieve this by focusing on: -
Customer needs                 - Being sensitive to our customer’s needs
Research & Development - Improving our services through constant research & Skill
development
Quality System                    - Continuing to be highly systematic & organized in our services
delivery and quality control
Networking                   - Building up our local and international network with our
partners in healthcare
People Development - Caring & grooming our people to set and achieve higher goals
Core Values: Integrity, Agility, Passion for excellence.

2.1.4 OBJECTIVE OF THE COMPANY

The objective of Shija hospital and Research Institute are as follows

Patient safety

Improvement of quality of life

Cost Reduction
 8

Learning and Development

Providing employment opportunity

Customer focus

Profit maximization

Aim to be one of the top leading healthcare service providers by 2026.

2.1.5 DEPARTMENTS

Clinical Departments:
 Anaesthesiology
 Dentistry
 Dermatology
 ENT
 General Medicine
 General Surgery
 Obstetrics & Gynaecology
 Ophthalmology
 Orthopaedics
 Paediatrics
 Psychiatry
 Radio Diagnosis
 Respiratory Medicine

The hospital has 4 major surgical department

1. Plastic and Reconstruction surgery.
2. Neurosurgery.
3. Cardio – Thoracic and Vascular surgery.
4. General and Minimal Access surgery.
 9

The following functional departments have been allocated to

perform the study:
 Front office
 OPD
 Emergency
 Housekeeping
 Security
 Blood bank
 Laboratory
 Store
 Business Development
 Operation unit
 MIS
 Public Relation
 10

CHAPTER 3
3.1 ORGANIZATIONAL CHART

CMD

DIRECTOR DIRECTOR AGM BUSINESS

CEO GM OPERATION
MS HR DEVELOPMENT

MATERIAL AGM RECRUITMENT GR & PR

CONSULTANT ENGINEERING,
& CRS FINANCE & TRANING MAINTENANCE &
PROJECT
DUTY
ACCOUNTS DOCTORS MARKETING
HR ADMIN
MIS
CREDIT CELL NURSING ADVERTISE
HR, APPRAISAL MENT &
OPERATION MEDIA
QUALITY OP & IP
ASSURANCE EDUCATION
SALES,
MRD SECURITY & PROMOTION
TRANSPORT & CAMPS
PHARMACY
OP & IP HOUSEKEEPING
 11

CHAPTER 4
4.1 FLOOR DIRECTORY OF THE HOSPITAL
SHRI has mainly 3 building which consist of OPD block, main building and eastern block
 OPD consisting of two blocks, A block and B block has the following departments;

OPD A block  Neuro surgery OPD

 General surgery OPD
 General Medicine OPD
 General and Cosmetic Dentistry OPD
 Dietetics and Nutrition
 Obstetrics and Gynecology OPD
OPD B block  Physiotherapy and Rehabilitation
 Urology
 Nephrology
 Dermatology
 Plastic and Reconstructive surgery
 Psychology

 Main Building has the following departments;

Ground Floor  Trauma and Emergency care

 IPD front office
 Radiology department (Ultrasound, X-ray, MRI,
Mammography, CT scan)
 Laboratory department
 Special rooms
1st Floor  General Intensive care Unit (GICU)
 Operation Theatre (OT)
 Medical Gastroenterology OPD

2nd Floor  General Surgery ward (GSW)

 Dialysis
 Gynae ward
 Eye – Operation Theatre (OT)
 Special rooms
3rd Floor  General Medicine Ward (GMW)
 Neuro Intensive care Unit
 Neuro ward
 12

 Special Rooms

4th Floor  General ward (GW)

 Pediatrics OPD
 Cardio Thoracic Vascular Surgery (CTVS)
 Intensive cardiac care Unit (ICCU)
 PICU
 NICU
 Cath-Lab

 Eastern Block has the following departments;

Eastern Block  CSSD

 Blood Bank

Other than the above department they also have;

 Human Resource department and Business development department in
administration.
 Finance department in the main building.
 Operation unit in the main building 3rd floor.
 Public relations department next to the main building.
 13

CHAPTER 5
5.1 FRONT OFFICE DEPARTMENT
The front office is a department of the hospital which directly interact with the patient when
they first arrive. It acts as the first meeting point for the patient and the employees.  It
functions as a central point of contact across the organization. The employees in front office
received all the detail information of the patient both for OPD & IPD. It is the place where
the company earns their first impression from the customer.

5.2 ROLE OF FRONT OFFICE EMPLOYEES

 Greeting the patient.
 Providing First-hand information.
 Helping the patient to fill up the registration form.
 Gather & Provide information regarding in facilities and insurance.
 Maintain patient registration document.
 Receiving payment.
 Scheduling the timing for consulting.
 Suggesting Doctors.
 Providing Direction to the patient.
 Receiving enquiry both calls/online and physical.

5.3 SKILLS REQUIRED FOR FRONT OFFICE EMPLOYEES

 Interpersonal Communication
 Written Communication
 Active Listening
 Must be polite
 Basic Medical knowledge (Healthcare)
 Computer knowledge
 Scheduling
 Customer service
 Stress management
 Phone Etiquette
The skills mention above are very essential for a front office employee. As they have to deal
with numerous numbers of patients in their day-to-day activities, which required them to be
very aware about what the patient real needs. So, all these skills will help them to execute
their job effectively and efficiently while providing maximum customer satisfactions. Which
leads to the overall success of the organization.
 14

5.4 SOFTWARE USE BY FRONT OFFICE IN SHRI

The software use by SHRI in their Front Office is called as “HISTREE”. Where the use this
to register the patient for both OPD & IPD. Which is easy to use and minimalist. It contains
all the local surname, address, pin-code etc for easy and quick access in order to provide
quick service to the customer. It is specifically design to make the task much easier.

5.5 ELIGIBILITY FOR FRONT OFFICE EMPLOYEE

 Hospitality Management Graduates.
 Any individual with Customer Service experience.
 Any Graduate with Excellent communication.
 Diploma.
 General Education (High School Level)
The preference level can be is taken from Top to Bottom. (Top – Most preferable) (Bottom –
Least preferable).

5.6 HIERACHY CHART

 15

FRONT OFFICE
DEPUTY
MANAGER

ASSISTANT
MANAGER

FRONT OFFICE FRONT OFFICE

ASSISTANT EXECUTIVE

SECURITY
(SCANNING &
PROVIDE TOKEN)

CHAPTER 6
6.1 OPD (OUT PATIENT DEPARTMENT)
Patient who visits the hospital for consultation of doctors for minor and major problems or
for any special examination are referred to as “Out-door patients” and the department which
handle these patients is known as “Out-patient department” or OPD. At SHRI OPD is divided
in two-part OPD -A Block & OPD -B Block, where there is a total of 22 Doctors in A –
Block and a total of 22 Doctors in B -Block as well.

6.2 OPD SERVICE AVAILABLE AT SHRI:

 General Medicine
 General Surgery
 General & Cosmetic Dentistry
 Medical Gastroenterology
 Nephrology
 Obstetrics & Gynecology
 Orthopedics
 Ophthalmology
 16

 Pediatrics
 Plastic & Reconstructive Surgery
 Urology & Renal Transplant
 Dermatology
 ENT
 Dietetics & Nutrition
 Physiotherapy & rehabilitation
 CTVS (Cardio Thoracic & Vascular Surgery)
 Audiology & Speech – Language Pathology

6.3 FACILITY AVAILABLE IN OPD AT SHRI

 Desk office (Inside)
 Waiting Room
 Nursing area
 ECG
 ECHO
 Blood Sample collection
 X-Ray
 Doctor consultant
 Wash Room
 SHRI Pharmacy
 SHRI Optical Store

6.4 SHIJA SUBSIDARIZED OPD

Every Thursday 3pm to 5pm (Monday to Saturday) they provide subsidized OPD @ Rs 100
for the following departments:
 General Medicine
 General Surgery
 Shija Breast & Thyroid clinic
 Obstetrics & Gynecology
 Plastic Surgery
 CTVS (Cardio Thoracic & Vascular Surgery)
 ENT (Shija ENT Hospital at lamphel, Sanakeithel)
 Shija Dental
 Shija Eye Care Foundation

6.5 WORK FLOW OF SHRI OPD

 Patient or Patient’s relatives enquire at the OPD counter for the specific consultation.
 17

 The staff will be on duty at OPD counter shall understand the patient’s requirement in
terms of specific time and department. And shall inform about the doctor wise OPD
schedule.
 Patient or Patient’s relative shall fill up the OPD form with respective consultant’s
name to which they want to consult at the OPD counter (Front office) if they are new
patient. Otherwise, check the schedule date and time for follow-up if the patient is
follow-up patient.
 Registered the appointment for the patient will provide the OPD consultation file with
their particular patient ID in the given ID there will be all the necessary information
about the patient.
 Patient has to register the OPD consultation file of the particular consultant/doctor at
the nursing station.
 The staff nurse further records the patient initial assessment like BP, weight, height,
PR, body temperature on the OPD consultation file.
 The staff nurse would request the patient to wait for his/her turn for consultation if
patient arrives before the appointment time.
 After consultation/examination the physician either prescribe the patient with
medicine, if the patient doesn’t required hospitalization or referred the patient to IPD
for further treatment or surgery.
 After the consultation the patient are requested to express their opinions and
feedbacks.

CHAPTER 7
7.1 EMERGENCY DEPARTMENT
A hospital's emergency department is a specially designated space that is organised and
staffed to offer high-quality emergency treatment to members of the public who believe they
require immediate or acute care, including hospital admission.
The Emergency and Trauma supported by 24 clinical departments and diagnostics services
ensure that all critical cases are given immediate and adequate care. There are 32 critical care
beds with staff trained specifically for intensive care and round the clock anaesthesiologists
with the additional assist of 26 nurses and 2 RMO (Resident Medical Officer).
Shija Hospitals launched the first Private Ambulance Service on 1st January 2000 in
Manipur. Recently, Shija launched another full-fledged ambulance service called “Shija
Manipur Ambulance Service” to serve the people of Manipur and its neighbouring states by
providing an ambulance service similar to 108 National Ambulance Service in collaboration
with ZHL (Ziqitza Health Care Limited).
The Ambulances are equipped with a GPS tracking system to identify its spot and to access
the nearest Ambulance for immediate attention. Shija Manipur Ambulance Service is
 18

managed and operated by Ziqitza Health Care Limited (ZHL) with expertise support
from Shija Hospitals to serve the people in their Golden Hour. The Ambulance Service is
available for emergency care services throughout Manipur to assist & transport patients at a
faster response time.
7.2 WORK FLOW OF EMERGENCY
 Patients admitted in emergency is needed to get registered by any of out the patient
member who came along with him or her.
 A patient admitted to emergency should undergo covid testing as per the protocols.
 Then will transfer to the nursing area where the nurses check the patients BP, Weight,
Pulse rate, Temperature and Basis health history.
 According to the patient condition the doctor and nurses has to decide whether the
patient needed any quick access for Testing or surgery.
 Then the patient will be transferred to the observation room.
 Nurse on duty will be available any time for observing the patient condition and will
provide the necessary precaution. Nurses will be available 24/6 by job rotation for
every 6 hours.
 And the doctors will follow the further steps as per the needs after the observation.

7.3 DIVISION OF ZONES IN EMERGENCY

 Red Zone
 Yellow Zone
 Green Zone
 Black Zone
Red Zone is given the first priority, which is consider as the most urgent. Life threatening
shock or hypoxia is present or imminent, but the patient can likely be stabilized and if
given immediate care, will probably survive.
Yellow Zone is given the second priority, which is consider as urgent but not as much as
the red zone patient. The injuries have systemic implications or effects, but patients are
not yet in life-threatening shock or hypoxia, although systematic decline may ensue,
given appropriate care and can likely withstand a 45 min to 60 min wait without
immediate risk.
Green Zone is given the third priority, which is consider as the non-urgent. Injures are
localized without immediate systemic implications, with a minimum of care, these
patients generally are unlikely to deteriorate for several hours, if at all.
Black Zone is the area where a patient is kept when it is considered as dead. No
distinction can be made between clinical and biologic death in amass casualty incident
and any unresponsive patient who has no spontaneous ventilation or circulation is
classified as dead.
 19

7.4 HIERARCHY CHART

RESIDENT
MEDICAL
OFFICER

ASSISTANT NURSES MEDIC

CHAPTER 8
8.1 HOUSEKEEPING DEPARTMENT
The primary function of the housekeeping department is keeping the hospital premises clean
and maintain the overall hygiene in order no minimized the infection and bringing up the
environment safety. Housekeeping is the maintenance of a clean, pleasant and orderly
environment which has always formed an essential part of civilized living. It provides clean,
comfortable, safe, pleasant environment and helps in improving hospital aesthetics. It is often
perceived as a tedious job but one’s feels comfortable only in the environment which is clean
and well ordered, so it is important for the health of the patients.

8.2 OBJECTIVE OF HOUSEKEEPING

 To create a clean, safe, comfortable, aesthetic and hygiene environment.
 To meet the expectation of the patients and community as a whole.
 To maintain a high reputation of the hospital.
 To create and maintain a good inter-department cordial relation.
 Proper record keeping and feedback to all concerned
 To ensure proper quality control of sanitary equipment and cleaning agents.
8.3 MAJOR ROLE PLAYER IN HOUSEKEEPING
 Manager
 Supervisor
 Cleaner/Ward girl
 Laundry staff
In the Housekeeping department the housekeeping manager has the highest authority and
will look after all the requirements, regarding the overall maintenance of the organization.
And will undergo daily check by observing the record book of each floor and should help
the subordinate to developed their morale.
 20

Secondly, there are 4 supervisors in housekeeping department in SHRI. They need to give
assistance to the workers by systematically maintaining the record, scheduling timings,
scheduling timing, checking the cleanliness in every department, different wards,
Operation theatre, ICU and overall organization.
The workers are divided into two types; Cleaner and ward girl. The cleaner has to
undergo his/her duty inside and outside the main building where patients has been
admitted. The ward girl has to undergo their duty inside the ward where they are told to
work at by their supervisors. The cleaners wear a green colour uniform and the ward girl
wear a blue colour uniform to identify them easily.
The laundry staffs have to carry out all the duty regarding cleaning of bed sheets, drying
and ironing. Their work is also very important because as per the policies of the hospital
every bed sheet has to change every day. So, they to keep up with the demand and need to
work efficiently and effectively.

8.4 MANPOWER OF HOUSEKEEPING DEPARTMENT

The Housekeeping department of SHRI has immense number of staff which is a total of 81
staff both male and female. In the laundry section they have a total of 15 staff. They are the
ones who thrives hard each and every day to reach the goal and objective of the organization.

8.5 AREA OF WORK CARRIED OUT BY THE WORKERS

 Medicine ward.
 Surgical ward.
 Operation theatre.
 ICU (Intensive Care Unit)
 ICCU (Intensive coronary Care Unit)
 Neonatal unit.
 Any other department as per the needs.
 Overall maintenances of the hospital premises.

8.6 WORK FLOW CHART OF THE DEPARTMENT

Senior
Cleaner/Ward Cleaner/Ward
SUPERVISOR girl/ Laundry girl/ Laundry
MANAGER
(Instruction, staff staff
(Manage the
Routine check, (Does the job (Perform their
subordinates)
Record etc) at the same job as per the
time teach the instruction)
new worker)
 21

CHAPTER 9
9.1 SECURITY DEPARTMENT
The Security Department plays a major role and responsibility for ensuring the security and
safety of the hospital plant, personnel, patients, vehicles and public as well as regulating the
traffic within the hospital premises of SHRI. A hospital is a busy public dealing place trying
to provide care, comfort and cure to the patient. And also act as the first contact in case of
any threat to the personnel and the organization as a whole.

9.2 MAN POWER OF SECURITY DEPARTMENT IN SHRI

SHRI has a total of 76 security guards, within this figure there are 15 female securities.
Where else the female securities are given preference to carry out their duties inside the main
building of the hospital premises. All the specific areas of the jobs are divided, allocated and
will perform by the specific security personnel. The job rotation is done for every 6 hours in
the day and full time at night. Security personal posted in night duties get extra 2 days of
leave every week.

9.3 POSTING AREAS OF SECURITIES IN SHRI

 Entrance of the hospital Premises.
 Parking area (Two-wheeler and Four-wheeler)
 Front offices
 OPD A-Block
 OPD B-Block
 Emergency
 Main building entrance
 Each Floor (Floor 1st, 2nd, 3rd, 4th & 5th)
 Wards
 OT (Operation theatre)
 ICU
 Blood bank
 Dialysis
These are the most crucial, sensitive and crowded area, where conflict and issues can usually
occur. So, the first preference has been given to these areas for the securities to supervised
and make sure every this in under control.

9.4 ROLE OF SECURITY DEPARTMENT IN SHRI

 Traffic Regulation inside the hospital premises.
 Maintaining vehicle entry and exit records.
 General duty assistance during emergency (Removing and Collection of ornaments,
jewellery etc from the patient)
 22

 Check the bags and vehicle of In-Patient parties (Carrying of restricted item like
boilers, heater, electric water bag, knife, guns, firework etc and other prohibited items
like illegal drugs, alcohol, tobacco products etc)
 Collection of lost and found item and maintaining a record specifically of it.
 Keys of all the department is keep and maintained by the security department.
 Any delivery has to undergo a proper check by the security before reaching to the end
person. It can be letter, gifts, any product send to the hospital address.
 They also carried out social service like maintaining cleanliness inside the hospital
complex.

9.5 HIERARCHY OF SECURITY DEPARTMENT

SECURITY
COMMANDER

2ND
COMMANDER

SENIOR
SECURITY

SECURITY

TRAFFIC WARDS

FLOORWISE DEPARTMENT

CHAPTER 10
10.1 BLOOD BANK DEPARTMENT
Shija Blood Bank and Transfusion Services, a paradigm of Private Public Partnership (PPP)
in NE India, is being funded by North Eastern Council (NEC), Govt of India, through the
Planning Department, Govt. of Manipur. It is being implemented by Shija Healthcare and
Research Institute, a sister concern NGO of SHRI. The NGO, was conceived with a vision to
render international quality healthcare and all-round development in Manipur and its
neighbouring states. It has been certified by the National Accreditation Board for Hospitals &
 23

Healthcare providers (NABH). Shija Blood Bank and Transfusion is the only licensed blood
bank accredited by NABH in the state. It consists of 4 bedded area to performed the blood
collections. And has all the equipment’s to performed all the required testing before it’s
transferred to the patient for their use. Blood bank of SHRI has a total of 17 technical and
non-technical staff and 2 medical officers in charge.

10.2 WORK FLOW OF BLOOD BANK DEPARTMENT IN

SHRI
Ground floor
 All the donors have to wait in the waiting area allocated by the department.
 Registration will be done in the front office specifically design for the department
with a specific type of questionnaire forms.
 After the donor filled the form, he/she is taken to the consultant’s room for further
interrogation by the senior nurse or a doctor.
 The donor is taken to the medical examination room after he/she has passed the check
in the consultation room.
 The donor is then taken to the Blood collection room and collection will start here.
 After the completion of blood collections, the donor is taken to the refreshment room
and given juice and water and will remain for 10-15 min for further observation.
 If the donor is in normal state, he can now leave the department.

First floor
 The collected blood sample is taken to the first floor to the laboratory, where testing,
storing, extraction of white blood cell, platelets and plasma is done.
 A series of testing will be performed here by the technician for HIV, Different type of
Hepatitis and Malaria.
 And later stored in refrigerator specifically made for storing the blood, white blood
cell, platelets, plasma at their specific temperature.
 They maintain an average of 100+ stocks.
 And later transfer as per the need of the patient. Whether it is haemoglobin, white
blood cell, platelets and plasma.

10.3 REGISTRATION REQUIREMENTS IN SHRI

There is 2 type of Registration form in blood bank;
1. Donor questionnaire and consent form.
2. Covid-19 related questionnaire.
Donor questionnaire and consent form contain:

 Personal Information in detail.

 Like & Dislike.
 24

 Health history of the individual.

 Current health issue.
 Self-awareness
 Signature

Covid-19 related questionnaire:

 Symptoms (Fever, Cough, cold, sneezing, sore throat, Myalgia)

 Suffered from covid-19 or not.
 Travel history.
 Vaccination status.

10.4 BASIC REQUIREMENT IN ORDER TO DONATE

BLOOD
 Donor who are above 18 years will be allowed to donate blood.
 Age limitation of donor is 60 years.
 A regular donor can donate his/her blood only after the specific period,
If male ‘3 months’ gap. If female ‘4 months’ gap.
 If the blood required is a negative blood group, it can only be donated any of the
family member or close relatives.
 Drug abuse will not be permitted to donate blood.

10.5 FACILITY IN BLOOD BANK

GROUND

 Donor waiting room

 Registration counter
 Consultants room
 Medical examination
 Apheresis
 Blood Collection
 Refreshment room.
 Washroom

First floor

 Information issue counter

 Sterilization
 Staff lounge
 Washroom
 Blood component preparation room
 TTI laboratory
 25

 Blood group serology

 Immune – Haematology
 Quality control
 Store cum record room

10.6 HEIRARCHY

SENIOR MOI
(MEDICAL OFFICER
INCHARGE)

BLOOD BANK
TECHNICAL HEAD MOI MANAGER

LABORATORY STAFF HEAD NURSE

NURSES

FRONT OFFICE

CHAPTER 11
11.1 LABORATORY DEPARTMENT
Laboratory of SHRI is the first NABL accredited hospital-based laboratory in Manipur with
the scope of services including Clinical Biochemistry, Clinical Pathology, and Haematology.
SHRI Laboratory is one of the leading diagnostic laboratories in Manipur by virtue of its
uniqueness in offering diverse tests, reliability and prompt turnaround time. We provide
reliable diagnostic services 24 hours a day, 7 days a week, for patients, general practitioners
and other hospitals. A medical diagnostic laboratory is more than the backbone of a treating
physician; it is the very soul of diagnosis. Consultancy in Biochemistry, Microbiology,
 26

Clinical Pathology & Histopathology are done by qualified post-graduate medical personnel
who have vast knowledge and experienced in the variation, pit-falls and loop-holes of lab.

11.2 MAJOR AREA OF LABORATORY RESEARCH IN SHRI

 Serology
 Biochemistry
 Clinical Pathology
 Haematology
 Histopathology
 Microbiology

These are the department which include in the laboratory. Where all the research has been
carried out. Which provide all the necessary finding required in order to find out the health
issues and sickness.

11.3 ANALYTICAL QUALITY CONTROL

 Finalization of test result by consultant after viewing the history in TRF (Test
requisition form)
 Effective communication, ‘Critical values Call Back’
 Fastest Turn Around Time
 Emergency: 30 minutes to 1 hour (depending on the test)
 IPD: 2 hours to 4 hours
 Clinical-pathological conversation
 Review of Histopathology slides and blocks from outside sources for second opinion.
 have developed ‘Critical values Call Back’ protocol, which is regularly maintained in
the hospital.
 27

11.4 WORK FLOW CHART OF LABORATORY IN SHRI

Nurses collects the blood, urine, stool sample at the sampling counter.
SAMPLE Registration is also carried out in this area and bar code will be generated.
COLLECTION

The collected sample is now transfered to the laboratory registration office and
entry of the sample done.
LAB After that again a bar code will be generated.
REGISTRATION

As per the requirements the samples will be send to the specific department to
carried out the research and testing.
DEPARTMENT The departments are Serology, Biochemisty, Haemotology, Microbiology and
BASES Clinical pathology

Health documentation specialist, Records and convert it to usable

TRANSCRIPTION documentation for future uses.
ROOM

Strictly supervised and helps the lab technician in performing their duties.
SUPERVISOR

Final check of the result and report will be done by the Pathologist.
MD
PATHOLOGIES

Regular quality control will be perform in order to check the accuracy and
QUALITY rectify any form of error or to avoid errors.
CONTROL
CHECK
 28

CHAPTER 12
12.1 GENERAL STORE DEPARTMENT
General store department of SHRI is inter-related to all the other department in case they
have any material requirements, the general store provide all the necessary needs and wants
to the particular department and the staff. These department is responsible for arranging,
organizing, safe keeping all the stocks which have been store here. They have all the contacts
of various vendors, dealers, provider and placed the order if in case it is not available in the
store. They maintained both chargeable and non-chargeable stock which are crucial for a
healthcare service. The general store department use a specific software design for their
convenient which is called as ShijaPMS. System generates all the purchase orders, List of
vendors and many more can be seen here. This department consist a total of 9 employees.

12.2 FOUR MAJOR ROLE OF THE DEPARTMENT

 Purchasing.
 Receiving.
 Storing.
 Distribution.

Purchasing is done when there is requirements and order from any department for their
various reasons. A form called as Indent & Purchase has to be summited by the specific
department who is requesting to get the product. In this form all the detail like item name,
brand, quantity, department, date, signature of HOD has to be filled. The purchase order has
to be sent to the specific venders which dealing with the required items. The purchase order is
sent only on Monday and Thursday in a week. So, the purchasing work has to be done twice a
week which is Tuesday and Friday.
All the ordered item will be cross check the bills and data entry will be done by the central
department and received by them. Then later transferred to the general store. As it is the final
destination of any type of good which is daily required for a hospital to be keep.
The good collected by the general store, will be keep and stored in the specific rack, in case
of medicine which need to be keep in curtain temperature it will be keep inside a refrigerator.
Different type of good are keep in the assign rack in an order wise keeping in mind of the
daily requirement in the hospital.
Distribution is done only on Wednesday and Saturday in a week in case of purchasing is
done. It the item is available in the general store it will be given on the spot itself. All the
requested items will be distributed, whether the store assistant will deliver it to the specific
department or the staff from the department who order the item will be called to pick the item
from the store room.
 29

12.3 LIST OF ITEMS STORED IN ORDER

 Departmental Forms, Checklist, and Slips are been kept first.
 Masks, Hand sanitizers are kept.
 Tubes use for testing; sampling is kept.
 Liquid solvent used for minor surgeries like sprites.
 Hardware and electronic items.
 X – Ray covers.
 Testing kits like RTPCR, HIV, Malaria.
 Lab reagent are kept in a specific room which include 3 refrigerator which is modified
and kept in a specific temperature.
 Drips like NS, DS are kept.
 Dialysis kits and Jelco IV sets.
 Housekeeping agents.
 Utensils
 Stationary items.
 MIS item like Micro-chips etc.
 Cloths.

This are the item which a stored in the general store room as of now.

12.4 HIERARCHY

DEPUTY
MANAGER

ASSISTANT
MANGER

STORE
KEEPER

ASSISTANT STORE
STORE KEEPER ASSISTANT
 30

CHAPTER 13
13.1 BUSINESS DEVELPOMENT DEPARTMENT
The business development department is closely related to marketing and strategic planning.
It does the promotion of high-quality healthcare services provided at the hospital with its aim
to satisfied the patient and customer needs. And does the advertisement for all the latest
equipment available in the hospital and its accuracy of results which the competitor does not
provide. The have a total of 8 employees in the department.

13.2 OBJECTIVE OF BD DEPARTMENT

 To maximized profit for the organization.
 To attract more customers (patient) to the hospital.
 To bring in referrals from doctors to increase the revenue and customers.
 To generating need, through awareness with regular free medical camps
 To build partnership with reputed companies and service provider.
 To attract experience employees to join the organization.

13.3 ROLE OF BD DEPARTMENT

 Promotion of the hospital through media channel, news, and social media platforms.
To make the public aware able the quality service they provide.
 Dealing with doctors. They negotiate the wants and need of the doctors with the
objective of the hospital. Like requesting the doctor to extent their consultation period
which will lead to maximizing organizational profit.
 Advertisements of latest equipment’s available in the hospital. Example laboratory
and dialysis equipment’s.
 SWOT Analysis (Strength, Weakness, opportunity and threat
 Awareness programme.
 Free camps and field work, etc

The creative Assistant does all the job related to:

 Banner designing.
 Make, Remake, Edit the Promotional Videos.
 Designing pamphlets.
 Issuing companies magazines, Achievements and many more.
 31

13.4 PLANS AND STRATEGIES:

 Business plan & its strategies makes service race in competitive situation and
executes brand image, which gives loyal customers/patients to the company.
 Strengthen Shija Hospital & Research Institute Business in existing geographies.
 Expansion into new geographies.
 Boost Management Strength.

13.5 HIERARCHY

DGM
(DEPUTY GENERAL
MANAGER)

DM
( DEPUTY
MANAGER)

ASSISTANT
MANAGER

CREATIVE
ASSISTANT

TOUR
COORDINATOR
 32

CHAPTER 14

14.1 OPERATION UNIT AND QUALITY CONTROL OF SHRI

Operations unit and quality control in SHRI is essential for the efficient functionality and
provision of all the department available which will lead to providing excellent health
services to its customers. Operations unit and quality control design the operation, and
improvement of the processes and systems that create and deliver the organization's Health
care services. Operations unit and quality control focus on cost reduction, hence it is vital for
maintaining the adequate profit margin, improving the quality of services provided to
patients. And take initiatives in order to improve the overall quality of the organization.
Briefly, operations management in hospital is a pivotal factor, which will influence the future
of healthcare business, greatly. Quality control at Shija Hospitals ensure that all the best
practices are adopted for the provision of the highest quality of healthcare, to guard the
overall safety of patients and their attendants, employees, facilities & the environment.

14.2 COMMITTEES TO MONITOR THE QUALITY SYSTEM

 NABH Core Committee (Quality Management Committee)
 Infection Control Committee
 Pharmacy Advisory Committee.
 Code Blue Committee (CPR)
 Medical, Morbidity and Mortality Audit Committee
 Ethics and Research Committee
 Purchase Committee
 Condemnation Committee
Quality improvement is about ensuring that our focus is on improving, not just maintaining
our services at Hospital. Quality improvement involves a focus on the safety, effectiveness,
efficiency, acceptability, accessibility and appropriateness of services for consumers (who
might be patients, relatives/parents, or the hospital and other health care professionals).
 33

14.3 HIERARCHY

DGM
( OPERATON)

AGM
(QUALITY
CONTROL)

DEPUTY MANAGER
(OPERATION &
QUALITY)

ASSISTANT
MANAGER

EXECUTIVE

TRAINEES
 34

CHAPTER 15

15.1 MIS DEPARTMENT (Management information system)

MIS department in SHRI implement all the overall information system of the hospital for
patients and all the related administrative functions in every department.  It has the potential
to improve the efficiency of overall system through automation and generates necessary
reports for managing operations, performance, quality, planning, decision-making,
advertising and reporting. They have the control over all the technical and software related
work of the organization. SHRI has a total of 7 server which the MIS has control over it uses.
They have access over 300 computers at the hospital and 90 computers at Shija Medical
college.

15.2 MAIN ROLE OF MIS DEPARTMENT

 Providing assistance to all the department related to software issues.
 Board casting Advertisements of SHRI.
 Especially deals with front office and nursing ward.
 Data security.
 Act as the technician in case of any problem related to printers, computer, Television,
Telephone etc.
 Provide call centre service.
 Manage Transaction and Payments data security.
 Provide data back-up for SHRI.
 Maintaining patient database.
 Maintaining medical case history database.
 Record and store customer feedback in the database.
 Management report of Emergency, Laboratory, OPD, IPD, Nursing, and pharmacy (In
the database).
The role of MIS department in brief is to build up an assessable, secure, and practical IT
infrastructure of the hospital. In order to make the work easy for the inter-related department
which function together each and every day in the hospital. And also, to avoid breach of
information and data security which is very important for the hospital.
 35

15.3 HIERARCHY

MANAGER (MIS)

ASSISTANT
MANAGER
(MIS)

ASSISTANT
HARDWARE
NETWORKING

ASSISTANT IT
SUPPORT

ASSISTANT
TECHNICIAN

ASSISTANT
PROGRAMMER
 36

CHAPTER 16
16.1 PUBLIC RELATION DEPARTMENT
Public Relation Department in SHRI deal with the Grievances, Problem handling, Managing
Event, managing Media, Guide VIP’s, feedbacks, evidence provider of the organization.
They act as the bridge between hospital authorities and the patients. Public Relations are the
management function which evaluate public attributes, identifies attitudes and procedures of
an individual and organization with the public interest. There are a total of 4 specialised
employees in these field. They are the one who manage all the unannounced crisis. They
maintained 3 type of record which is crucial for the organization those are, Feedback records,
Events and Media records and Medico legal case (MLC) record, which they will be using in
providing evidence when it is needed. They provide the MLC in case the patient parties or the
police needs it.
16.2 NEED FOR PUBLIC RELATION
Hospitals cannot serve in isolation and hence it need to assist the society and to gear itself to
meet the expectations of the society to give the fullest satisfaction. Good service coupled with
sound working practices and fair treatment of employees and medical staff is not enough
unless a sound program of public relations is developed and practiced.
 To increase governmental activities.
 To increase educational standards resulting in rise in expectation.
 Progress in communication technique.
16.3 HIERARCHY
HEAD
(PR)

2nd PR

EXECUTIVE
(PR)

FINDINGS
 The hospital maintains clean and hygienic environment in the hospital premises.
 The hospital carried out strict securities surveillance.
 It provides emergency facilities and services to the patients 24×7.
 37

 Good Coordination between different departments.

 All the employees in the hospital work as a team to the upliftment of the organization.
 There is a good patient input and organization maintains a very good relationship ship
with their clients which indirectly contribute the growth of the company.
 Hospital is equipped with the advance laboratory, clinical equipment’s and techniques
for various treatments.
 The hospital has good ambience with hygienic work environment.
 The organization offers tremendous opportunity for growth spanning multiple
functions, business and also international exposure.
 Employees in the organization are recognized as heart and essence of the
organization. They are regarded as central resource of the organization.

SUGGESTION

 As the customer input is high in the OPD it needs to increase the timing for
consultation to maximized profits.
 Schedule timing of OPD consultation should be properly notified to the patient and
the consultant should arrive timely at the respective consultant room. So that the
patient will not be waiting for long. Effective time management is necessary to
prevent chaos at the OPD consultation waiting room.
 The organization should provide some attractive schemes to regular patients in order
to maintain customer loyalty.
 38

 The organization should make the sitting arrangements in canteen, required a greater
number of chairs to sit for employees.
 Nurses has to be given computer tannings with regards to the software used in the
hospital.
 Increase in number of beds in Emergency.
 Maintaining Housekeeping employees.
 Implementation of proper logistics department.

CONCLUSION

It was indeed a pleasure and a good experience to carry out the summer internship project
“The study of organizational structure of Shija Hospital and Research Institute Pvt. Ltd at
Shija Hospital and Research Institute Pvt. Ltd, Imphal, Manipur. My objective for this project
was to understand the organizational structure of the hospital thoroughly, after this project it
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is now clear that the aim of SHRI is to provide the best possible super specialty healthcare
sevice for the patients in the state of Manipur and its neighboring state and as well as in the
neighboring country.

I would conclude that SHRI provide a vital role in providing quality-based healthcare service
to the patient.

“You can’t turn back the clock, but you can wind it up again”

BIBLIOGRAPHY

 www.shijahospital.com
 www.san.edu.in
 www.researchgate.net
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 www.google.com
 www.sky-hospitals.com
 www.rajmedicity.com
 www.motherscarehospital.com