INSTITUTE OF MANAGEMENT

STUDIES

MEDICARE HOSPITAL & RESEARCH CENTRE

GENERAL INTERNSHIP 2024

BBA HOSPITAL ADMINISTRATION

Submitted by:

Priyal Mundra

Kumodani Patel

Submitted to:

Dr. Bhavana Pal

 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to MEDICARE HOSPITAL &

RESEARCH CENTRE for providing me with the opportunity to undertake my
internship.

First and foremost, I am immensely thankful to DR. PRITI PRIYADARSHINI SAINY

for their guidance, support, and mentorship throughout my internship. Their
valuable insights, encouragement, and constructive feedback have been
instrumental in shaping my learning experience and professional growth.

I am also indebted to the entire staff of Hospital for their warm welcome,
cooperation, and willingness to share their knowledge and expertise with me.
Their dedication to patient care and commitment to excellence have inspired
me and enriched my understanding of the healthcare profession.

This internship has been a truly enriching and invaluable experience, and I am
grateful to everyone who has contributed to making it possible.
 DECLARATION

I am Kumodani Patel , studying BBA (Hospital Administration ) at

INSTITUTE OF MANAGEMENT STUDIES, DAVV Indore, declare that the
report entitled “General Orientation of Hospital” in Medicare Hospital &
Research centre, Indore, record of my original work done by me under
guidance DR. Priti Priyadarshini .

This entire project is my own, authentic piece of work, wherever

Excerpts have been taken from other document the same has been duly
acknowledged at the end of this work. The Entire Data, figures And
Information Mentioned in the project belongs to Medicare Hospital
Only.

I also declare that I will not Share /Misuse /Disclose the Data, Records
and information collected /gained during the training period from the
Hospital.
 GENERAL INTRODUCTION OF HOSPITAL

Medicare Hospital & Research Center was established in 1990 to provide

affordable medical care in a patient-friendly atmosphere and in the spirit of
compassion, previously beyond the reach of the common man. Its aim was to
provide high-quality medical services at an affordable cost.
This multi-specialty 100 bedded hospital is renowned for its medical expertise,
excellent nursing care and quality diagnostics. Specialists on the hospital panel
include some of the most eminent names in the Indian Medical Profession.

Medicare Hospital & Research Center brings together a dedicated team of

physicians, nurses and other healthcare professionals to provide the highest
standards of medical treatment.
The Medicare Hospital & Research Centre provides a value-based medical
treatment where the highest human qualities of empathy, compassion,
dedication, and sincerity are installed. With over three decades of services, it
has handled one and a half lakh patients outdoors, nearly a thousand the
Indoor and around 2000 surgeries with a high degree of success. The overall
impact of its activities has brought down the mortality rate in the region
considerably

Our Mission
To pioneer the modern health care and make affordable.

Our Vision
To nurture resources to develop a treatment plan that is tailored for our
patients. We rely on our long- standing expert group of doctors to
collaboratively lead you toward a safe and healthy recovery.

Our Motto
To serve the humanity.
 SERVICES PERFORMED BY HOSPITAL ORGANIZATION
A. NURSING SERVICES:
Largest part of a hospital - Functions all 24 hours.
Nurses are trained for recording and monitoring patient’s vital
signs .Promoting well-being by educating patients on self-care
techniques. Administering over the counter and non-intravenous
medications.

B. OUT-PATIENT SERVICES:
Focus on comfort for out-patients, as the, approach for major/minor
illnesses, These services make a hospital an Ideal community
institution .Hospital is duty-bound to provide Diagnostic, Preventive
& Curative measures to the Outpatients.

C. RADIOLOGICAL SERVICES:
Performed under direction of a competent Radiologist assisted by
various Technicians. A service includes utilization of equipment like:
a. SONOGRAPHY, b. X-RAY, C. ECG, d. CT-SCAN, etc.

D. IN- PATIENT SERVICES:

In Patient care begins with admission in hospital for monitoring,
evaluation, and medical treatment.

E. HOSPITAL PHARMACY SERVICES:

Controls Pharmacy Operations in any hospital,
• Fills Prescription & no. of Necessities from wards,
• Functions begin from Drug procurement to, Distribution to I.P and
O.P,
• Responsible for:
a Proper drug delivery, b. Information system, c. Manufacture,
d. Sterilisation, e. Drug storage, f. advising patient on drug use.

F. MEDICAL RECORD SERVICES:

Valuable materials, as they help Medical &, Para- medical staff for
Evaluation,
Also used for Education, Research &, Training consists of:
a. Patient history, b. Lab test reports, c. Physical examination details,
d. Physician’s advice etc. It is mandatory to store medical records,
properly to facilitate easy access on, requirement.

G. STORE SERVICES:
 Receive, Store & Issue materials against Requisition forms of various
departments & Wards of Hospital, consists of,
a. Medical store, b. Store for general items, c. surgical items, etc.
Maintain a Buffer stock of certain materials, including, Life saving
drugs.

H. MISCELLANEOUS SERVICES:
Aimed at overall benefit & patient care include, a. Dietary services,
b. Ambulatory services, c. Laundry services, d. Transport services, e.
Mortuary services
f. Central supply services.
 FACILITIES
» Consultation rooms of eminent doctors for all types of ailments.
» Complete pathology, laboratory and blood bank serving since last 26 years.
» State-of-the-art laboratory since 30 years
» Advanced Sonography, Colour Doppler, Invasive Sonography
» Sophisticated Histopathology
» ECG, TMT and Echo, P.F.T.
» Digital X-ray
» Uroflowmetry and Urodynamics
» Telescopic examination and operation of patients of all ages (for nose,
stomach, intestine, stomach, anus, bladder, prostate, kidney etc.)
» 4 fully equipped state-of-the-art operation theaters of international
standard, Labor Room and Minor O.T.
» Arrangement of treatment with operating microscope and laser
» Well equipped system of knee and hip joint implants
» Neonatal Intensive Care Unit (NICU)
» State of the art Intensive Care Unit (ICU)
» Dialysis facility available
» Super Specialty’s Super Specialty Medical Consultation Available
» Special facility of obstetrics by gynaecologists
» Specialists available for cancer diagnosis
» Modern medicine for dental and oral diseases
» Air conditioned private, semi private, deluxe, super deluxe ward and general
ward separate.
Other Facilities-
» Physiotherapy
» Health Checkup Scheme
» Mediclaim, TPA.
» Pharmacy, Canteen
» Ayushman Scheme (urology, orthopedics)
FLOOR PLAN
 OUT PATIENT DEPARTMENT [OPD]

The outpatient department of a hospital provides diagnosis and care for

patients that do not need to stay overnight.[1] The departments are also
sometimes called outpatient clinics, but are distinct from clinics independent
of hospitals, almost all of which are designed mostly or exclusively for
outpatient care and may also be called outpatient clinics.

LOCATION
OPD‟s in Medicare hospital is located on 5th floor.
 IN-PATIENT DEPARTMENT [IPD]

IPD stands for In-Patient Department in the medical field. It is a

department in a hospital where patients are admitted for further
treatment and care. The IPD is also known as the hospital ward or hospital
unit where patients receive 24-hour medical attention and care.

Admission from OPD

Patient visits the OPD departments of the hospital for consultation, If the
patient is coming for the first time, registration is done and UHID generated

 Patient is assessed by the Consultant and decision regarding the need to admit
the patient in the IP facility of the hospital is taken by the treating consultant.

 All patients shall be screened with appropriate Clinical, physiological and

diagnostic test criteria prior to admission to the hospital. The opinion of the
 treating physician (Consultant) shall always be considered for patient’s
admission in the hospital.

 Patients are admitted only if the required medical care is available in the
hospital. In case of any discrepancy in the same, the Operational
manager/Director - clinical services is informed by the consultant doctor for
clarification.

 The doctor informs the patient and the relatives about the need for admission
and indicates the same in the OP case sheet of the patient

 The patient/relatives visit the IPD RECEPTION of the hospital for admission of
the patient. (either on the same day or another day depending on urgency for
admission)

 The patient/relative provides the OP case sheet of the patient to the admission
clerk who checks the same to ensure that IPD admission is advised in writing by
the treating consultant of the patient.

 Indus International Hospital, Mohali welcomes all patients. No patient shall be

denied admission due to race, color, religion, ancestry, financial class or
national origin. Patients shall be admitted to Indus International Hospital by
Consultants with admitting privileges. A list of such consultants shall be
available with the admission desk.

 Direct referral could be internal or can be referred by an external doctor.

The admission receptionist enquires from the patient about their preferred
ward or Room is allotted according or to the patient’s medical condition which
is:

1. General Ward
2. Semi Private Ward
3. Private Ward
4. ICU
DISCHARGE PROCESS
1. Medical Assessment: Evaluate patient's health status.
2. Discharge Planning: Develop a care plan.
3. Patient Education: Provide instructions.
4. Prepare Discharge Documents: Organize medical summaries and prescriptions.
5. Coordinate Care: Arrange post-discharge services.
6. Final Consultation: Review discharge plan.
7. Transportation: Arrange transport if needed.
8. Follow-Up: Schedule post-discharge appointments.
9. Billing and Administrative Tasks: Manage financial matters.
10. Feedback and Improvement: Seek feedback for process enhancement
 EMERGENCY DEPARTMENT [ER]

Emergency Department defines an emergency department as a hospital facility

that is staffed 24 hours a day, 7 days a week, and provides unscheduled
outpatient services to patients whose condition requires immediate attention.

With a competent emergency room team, many lives could have been saved
under the guidance of an experienced physician and aided by advanced
medical equipment.

The emergency Department is the first point of contact for any critically ill
patient, needing immediate medical attention. Modern Emergency
Departments are managed by qualified Emergency Physicians and nurses,
trained specifically for providing emergent care to save a life or limb.

In order to prioritize treatment for most sick patients, EDs use a tool called
Triage which means sorting out. Those patients needing immediate life-
threatening measures are treated first. Those with minor ailments may have to
wait. After resuscitation and initial stabilization patients are either admitted to
the indoor area or discharged to home with a prescription.

LOCATION

Ground floor

EQUIPMENTS

A good ED is equipped with monitors, point-of-care diagnostics, essential

drugs, and other equipment needed for high-quality medical care to the
patient. ED works in close association with other departments like radiology,
laboratory, blood bank, etc.
 HUMAN RESOURCE DEPARTMENT [HR]
HR managers are the unsung protagonists in healthcare, mostly because their
jobs directly affect the lives of patients whom they seldom meet. They work
directly with healthcare professionals to devise programs and key solutions
that cater to the requirements of both employees and patients. It is significant
work that is worthwhile in a number of ways.

A hospital is a miniature community that operates like a small city, displaying

the same issues with a stronger viewpoint due to the human relations factor.
With responsibilities that envelop everything from performance management
to safety, Human Resources Management plays a fundamental role in the
health care workplace to ensure optimum delivery of health care services and
providing the best patient outcomes. In any health care background, the
Human Resource department is responsible for an assortment of personnel
wants that both employers and employees come across. The function of this
department is to handle all aspects of operations that are personnel-related .

Specific Human Resources Management Functions Include:

 Hiring
 Physician and Nurse Recruitment
 Employee Orientation
 Personnel Management
 Benefits & Compensation Management
 Counselling
 Claims Handling
 Training and Performance Monitoring
 Professional Development Programs
 State and Federal Regulations Education
 Work place Safety and Sanitation
 Labour Mediation
 Administration – Employee Meetings
 Staff Morale & Retention
 FINANCE DEPARTMENT
The Finance department takes care of all remittance and payments related
issues of the patients. Due to the restriction imposed by the Income Tax
Department, the maximum amount of cash that can be accepted at the
hospital is below Rs. Two lakhs only. Payments of Rs.2 Lakhs and above shall be
made by transfer to hospital account by way of RTGS, NEFT, IMPS, card
payments, and other methods of transfer, etc. The cheque is also accepted at
the time of admission subject to certain conditions. Excess payment made by
patients is being transferred to their bank accounts. Patient/bystander has to
provide account details such as account number, name of bank, branch, IFS
code, etc for the purpose. All doubts regarding remittance and payments are
being carried out by the accounts department.

Bill section and Insurance department are working in collaboration with the
Finance department to make the billing, payment, and reimbursement of the
services provided by the hospital a smooth activity.

“The department deals all matters with a human touch and compassion.”

OPD BILLINGSeparately on respective floors.

IPD BILLING PROCESS

1. Advised Discharge after consultation

2. Activity sent to billing department
3. Auditing
4. Provisional bill ready
5. Final bill ready
6. Payment collection
 ACCOUNTS
LOCATION 6TH Floor
KEY FUNCTIONS

The accounts department of hospitals plays a crucial role in managing financial

transactions, maintaining financial records, and ensuring compliance with
regulatory standards. Here are the key functions:

1. Financial Accounting
2. Budgeting and Financial Planning
3. Accounts Payable
4. Accounts Receivable
5. Payroll Processing
6. Financial Reporting and Analysis
7. Internal Controls and Compliance
8. Audit Coordination
9. Financial Systems Management