Hospital Internship Report

INTERNSHIP REPORT ON HOSPITAL and MEDICAL CENTER

ACKNOWLEDGMENT

First of all, I would like to thanks Almighty ALLAH, Who is most beneficial and merciful, Who enable me to do this job very well and HE has given me confidence, guidance & strength to complete this hospital internship report. This is an interesting and knowledgeable experience for me. Completion of this report was not an easy task, but by the support and help of all employees of hospital, it becomes very simple to me. After this I would like to pay my gratitude to my Respected Supervisor on her cooperation during my internship. I am especially grateful to my university for expanding my knowledge and experience. My acknowledgement remains incomplete without thanking those who remember me while praying to ALLAH.

TABLE OF CONTENTS

Chapter I

• Introduction
• History
• Overview
• Services
• Banking service
• Pharmacy
• Location
• Organization structure
• Board of directors
• Administrator
• Support service department
• Human resource
• Finance
• Audit
• Cancer
• Cardiac surgery
• Internal medicine
• Transplant surgery
• Nephrology and dialysis
• Gastroenterology
• General profile of the company
• SWOT analysis

CHAPTER II

• Internship Activity
• Manager behavior
• Learning’s

CHAPTER III

• Summary
• Suggestions & Recommendations
• For New Internees

CHAPTER I: INTRODUCTION

Founded in 2000, ABC Hospital is an internationally renowned 250-bed hospital. For more than 15 years it has been fulfilling the medical needs of our community. ABC Hospital is continually improving the scope of services and skills available within the country. Its staff comprised of American and British Board certified doctors provide a full spectrum of treatment and preventative services. It’s nurses and support staff are committed to your well-being. Its services are designed to provide the most comprehensive benefits to patients from all walks of life.

Since we opened our doors, close to 2 million people from all over world and abroad have come to ABC Hospital for inpatient and outpatient treatment thanks to our excellence in health care.

History of Hospital

In 1996, a small group of doctors with decades of experience practicing in the United States held a retreat in Pennsylvania to discuss the creation of a medical facility. These initial doctors undertook the responsibility of building an institution with the goal of bettering medical care within the country. Many colleagues of different specialties joined the core group and this dream became a reality in 2000.

ABC Hospital opened its doors in July 2000. The hospital was one of the first institutions to offer comprehensive medical services in all disciplines under one roof. The hospital was also one of the first institutions to provide beating heart bypass surgery. In 2009, the hospital added 2 additional floors with 5 additional operating theaters and an additional ICU totaling 5 Intensive Care Units. The hospital is committed to offering state-of-the-art technology and services and over the years has added flat panel angiography, high magnet MRI, and advanced nuclear medicine. In November 2014 Hospital opened its Cancer Center.

ABC proud to serve our community and Hospital has invested a substantial amount over the years into the healthcare infrastructure of our country in the form of facilities, equipment, jobs and services. Over the years ABC Hospital has also hosted numerous patient education and awareness events for World Stroke Day, World Diabetes Day, World Hepatitis Day and World Heart Day among others. Since we opened our doors, close to 2 million people  have come to ABC Hospital for inpatient and outpatient care. ABC Hospital performed over 75,000 surgeries, and more than 45,000 heart related procedures including over 12,000 bypass surgeries. ABC Hospital now has a staff of over 650 employees and over 100 consultant doctors.

Overview

ABC Hospital physical infrastructure has been custom-built based on the best practices of top medical facilities around the world.

ABC Hospital & Medical Center is a 250 bed private hospital offering the full spectrum medical care, numerous patient room options, the latest medical technologies, and more. The magnificent and centrally air-conditioned six-storied building of ABC Hospital & Medical Center is located at a scenic setting on the bank of the famous road. Spacious lobbies, large waiting areas, and fully equip patient rooms provide maximum comfort to patients and visitors alike.

Services Includes

• 24-hour emergency medical care
• A full-time staff of US and UK board-certified physicians
• Visiting physicians from the US and UK
• Fully digital imaging center with nuclear medicine, mammography, CT, X-ray, MRI, and ultrasound
• 12 state-of-the-art operating rooms and same day services center
• More than 25 Medical and Surgical specialties
• A staff of over 650 employees with over 100 consultant doctors
• Complete Pathology/Laboratory Services
• Comprehensive Orthopedic Services
• Complete Diagnostic and Therapeutic Radiology
• Complete Dialysis services with 16 dialysis machines
• Coronary Angiography / Angioplasty and Stent Placement
• Total body Angiography Complete – Diagnostic and Therapeutic
• More+

Banking Services: SCB bank

Doctors Hospital partners with SCB Bank to provide banking services for hospital guests. A JS Bank booth is located in the hospital lobby near the consultant waiting area. The parent branch for this location is the regional branch.

ATMs are also available in the hospital lobby. SCB Bank ATMs are a convenient and hassle-free way for customers to get cash 24/7. SCB Bank is a member of 1-LINK network and VISA network that operates globally. So any Visa Debit/Credit and Prepaid Cards issued by any bank in the world can be used on SCB Bank ATMs to withdraw cash.

Pharmacy

ABC Hospital partners with National Pharmacy to supply patients with their medication needs. The pharmacy within Hospital is open 24 hours a day 7 days a week. It is located on the first floor near the Emergency ward. The pharmacy keeps in stock close to 8000 brand name and generic medications that can be administered intravenously or orally.

Location & Parking

Our medical facility is located at 152-G. We have a large self park lot located on the premises and also offer 24 hour valet service to all of our patients at a small fee. Should you or your patient require assistance upon arrival we suggest you use the valet service and we will be glad to supply wheelchairs, rolling beds, or any other equipment required to help  reach your destination within the hospital.

Hospital Organization Structure

Board of Directors

A board of directors is a group of individuals that are elected as, or elected to act as, representatives of the stockholders to establish corporate management related policies and to make decisions on major company issues.

Chief Executive Officer

A chief executive officer (CEO) is the highest-ranking executive in a company, and their primary responsibilities include making major corporate decisions, managing the overall operations and resources of a company, and acting as the main point of communication between the board of directors and corporate operations.

Administrator

Dr. Naan is the administrator of the ABC Hospital, responsible for carrying out the administration of a business or organization.

Manager

White is the man who is responsible for the working of support service department.

Support Service Department

Support service department consists of these teams that are given below

1. Office boys
2. Sweepers
3. Store boys
4. Security guards
5. Maintenance department
6. Reception

So, these are the some departments which are working under the support service department. Without support services department hospital cant survive for few seconds. Basically this department provides the basic needs to the patients/attendants so that they can have good stay in hospital.

Clinical Coordinator

Responsible for organizing and overseeing the administrative aspects of health services and hospital departments. They work in hospitals, clinics, academic medical programs, and other patient care environments.

Nursing Affairs

Team of highly skilled and highly trained medical and nursing professionals work in collaboration with members of the health care team in achieving the best possible outcomes for our patients. An interdisciplinary team plans and directs the provision of care throughout the continuum from admission through discharge and facilitates referrals with appropriate resources and agencies.

Human Resource Department

A human resources department is a critical component of employee well-being in any business, no matter how small. HR responsibilities include payroll, benefits, hiring, firing, and keeping up to date with state and federal tax laws.

Finance Department

Duties of the Finance Department include: controlling expenditures and obligations (including operating expenses, debt, payroll) receipting and depositing all revenues. managing the investment of all monies. The finance department is also responsible for management of the organization’s cash flow and ensuring there are enough funds available to meet the day-to-day payments.  This area also encompasses the credit and collections policies for the company’s customers, to ensure the organization is paid on time, and that there is a payment policy for the company’s suppliers.  In most organizations there will be some form of forecast prepared on a regular basis to systematically calculate the ongoing cash needs.

Audit department

A unit within a company that is responsible for overseeing the procedures and accuracy of record keeping and accounting functions within that company. The audit department conducts periodic audits, typically with a much greater emphasis on detail than that of a company’s independent public accountants.

In audit department auditors prepares and examines financial records. They ensure that financial records are accurate and that taxes are paid properly and on time. They assess financial operations and work to help ensure that organizations run efficiently. The auditor has a responsibility to plan and perform the audit to obtain reasonable assurance about whether the financial statements are free of material misstatement, whether caused by error or fraud.

Cancer Center

At ABC Hospital we recognize and understand that cancer treatment is not only a medical procedure but also one that requires support, comfort, and at times the help of specialist counseling. We provide full range of Medical Oncology and Clinical Hematology services for adults and children. Our consultants are American Trained and certified Medical Oncologist and Clinical Hematologist for both adults and children. They have vast experience in diagnosing and treating cancers and blood disorders. ABC Hospital inaugurated its new purpose-built Cancer Center in November 2014. Our Cancer Center is a state-of-the-art facility with 14 infusion suites for chemotherapy. Each suite is private, safe and comfortable. In each suite or cabin there is a comfortable bed or special chemotherapy administration chair, television, and all medic-equipment required for safe and comfortable administration of chemotherapy. Our staff is fully trained in the preparation and administration of chemotherapy. We have chemotherapy trained nurses and pharmacist.

Cardiac Surgery

The Cardiac Surgery Department of ABC Hospital & Medical Center aims to provide the highest quality of Cardiac Surgical Care to its patients in accordance with international standards of excellence at an affordable price.

At present we are operating 800 to 900 heart surgeries per year. Our Cardiac Surgery Department has

1. An internationally famous Cardiac Surgeon Professor
2. Dr. Sarah
3. An experienced Cardiac Anesthetist team
4. Per fusionist team
5. Cardiac trained Doctors, Nurses and Paramedical staff
6. State of the art Cardiac ICU with highly trained staff
7. Cardiology, Radiology and Pathology Backup

Cardiology

The Cardiology Department at ABC Hospital offers a full spectrum of specialty services for patients with conditions that affect their heart and blood vessels. Our goal is to provide exceptional care for patients at risk for or with established cardiovascular disease. We also aim to educate future leaders in cardiovascular medicine.

Through the combined efforts of the Department of Cardiology and Cardiac Surgery, ABC Hospital is recognized as a national leader in Cardiology. Our team-based approach to patient care is complemented by state-of-the-art technologies.

Our experienced staff is trained to meet the unique needs of heart and vascular patients – and their families. We understand that coping with these types of conditions can be overwhelming. So, we provide high-quality care in a friendly, caring environment.

We are equipped to provide emergency angioplasty (Primary Coronary Intervention) in cases of acute heart attacks. This is a real life saving procedure. This service is available 24/7 throughout the year.

The following conditions and symptoms are commonly seen:

• Coronary heart disease
• Congestive heart failure
• Heart attack and chest pain management
• Structural or congenital heart defects
• Heart valve disease and disorders
• Vascular disease
• Irregular heartbeats or arrhythmias

Clinical Nutrition

This specialized nutrition care department in ABC Hospital and Medical Center offers nutrition care counseling to the patients in the best possible way by the experienced Clinical Nutritionist whose expertise has a foundation on trustworthy, science based nutritional information as well as vast experience in the pertinent field. The approach is holistic and personalized, catering to the individualized needs of the patient and the goal is to promote individualized medical nutrition therapy in a multidisciplinary approach as a means to optimize patient care.

Dermatology

Dermatology specializes in the largest organ in the human body – the skin. We offer expertise in the management of both common and rare skin diseases. Dermatology seeks to improve the quality of life for patients suffering from the pain, frustration and potential embarrassment that can be caused by skin diseases.

Skin conditions treated:

• Acne
• Autoimmune disorders
• Contact dermatitis
• Eczema
• Hair Loss
• Moles & pigmented lesions
• Nail disorders
• Disorders of pigmentation
• Psoriasis
• Rosacea
• Skin Neoplasms
• Benign skin lesions
• Skin infections such as athletes foot, ringworm, bacterial infections or herpes infection
• Viral rashes

Surgical dermatology services:

LASER Surgery:

Laser surgery is a type of surgery that uses special light beams instead of instruments for surgical procedures.

Emergency Care

The Emergency Department at ABC Hospital and Medical Center provides care to patients with urgent medical conditions ranging from complex problems such as heart attacks and strokes to simple but pressing conditions such as cuts and broken bones. Care is provided 24 hours a day.

The goal of ABC Hospital’s emergency medical services is to provide treatment to those in need of urgent medical care, with the goal of satisfactorily treating the presenting conditions, and/or arranging for timely removal of the patient to the next point of definitive care. Our emergency medical services are more than just a simple system of ambulances providing only transportation, we have developed a system in which preliminary medical care is given on scene and during transport.

If you experience any of the following conditions please seek emergency care:

• Breathing difficulty of any type
• Chest pain or pressure
• Acute abdominal pain
• Heavy bleeding
• Loss of consciousness
• Fractures
• Motor vehicle crash injuries
• Head or neck injuries
• Sudden severe headaches, paralysis, seizure, or stroke symptoms
• Dehydration

Identify a Stroke F.A.S.T

o    Facial drooping: A section of the face, usually only on one side, that is drooping and hard to move

o    Arm weakness: The inability to raise one’s arm fully

o    Speech difficulties: An inability or difficulty to understand or produce speech

o    Time: If any of the symptoms above are showing, time is of the essence; call for emergency services or go to the hospital.

Help S.T.O.P a Heart Attack

• • S – Shortness of breath

• • T – Tightness of the chest, or pressure – feels like an elephant sitting on the chest

• • O – Other symptoms such as cold sweats, weakness or fatigue, heart palpitations, dizziness or even loss of consciousness

• • P – Pain in the chest, throat, neck, jaw, arms or back

Radiology

Doctors Hospital recognizes the importance of offering the most advanced radiology services available. Imaging procedures are among the most valuable tools our physicians have in the diagnosis and treatment of illness or injury. That’s why we support our medical staff’s expertise with state-of-the-art imaging equipment.

• Digital  X-Rays

With our digital x-rays we gain time efficiency through bypassing chemical processing and the ability to digitally transfer and enhance images. Also, less radiation can be used to produce an image of similar contrast to conventional radiography

• 3D/4D ultrasound.

Like regular ultrasounds, 3D and 4D ultrasounds use sound waves to create an image of your baby in your womb. What’s different is that 3D ultrasounds create a three-dimensional image of your baby, while 4D ultrasounds create a live video effect, like a movie — you can watch your baby smile or yawn.

• Fluoroscopy

Fluoroscopy is a study of moving body structures–similar to an X-ray “movie.” A continuous X-ray beam is passed through the body part being examined. The beam is transmitted to a TV-like monitor so that the body part and its motion can be seen in detail. Fluoroscopy, as an imaging tool, enables physicians to look at many body systems, including the skeletal, digestive, urinary, respiratory, and reproductive systems.

• 64-slice CT Scanner

A CT scan – or computed tomography scan – uses X-rays to produce images of a patient’s body. But unlike a traditional two-dimensional X-ray, CT scans create incredibly detailed cross-sectional images by rotating around the body inside the gantry, which is the machine’s large doughnut-shaped opening. A CT scanner is also unique because it can display a combination of soft tissue, bones and blood vessels in a single image.

• 4 slice CT

For routine examinations of the brain etc we sometimes use this equipment also as a back up

• Two Open-bore MRI machines

The MRI machine with “larger bore” has a larger opening than traditional MRI machines, making it easier for patients who are claustrophobic to have MRI scans, without sedation. In contrast to a “completely open” MRI machine it still has a tunnel the patient must pass through, but the opening (or “bore”) is wider and much shorter. The patient having their spine or pelvis examined will rest with their head and lower extremities outside the magnet.

Internal Medicine

Internists at Doctors Hospital provide comprehensive care, from diagnosis to the treatment of complex or chronic medical conditions. Our internists will establish a long-term relationship with you, helping you to maintain good health and navigate illness.

1. Eventive Care

   • The old adage that prevention is better than cure is still valid. A number of conditions and medical problems can be prevented by proper routine preventive measures including immunization and regular medical checkups.

2. Health Maintenance

   • Instead of crisis management on an urgent basis when you fall sick it is better to maintain good health by regular lifestyle modifications, exercise and routine medical checkups.

3. Acute Illness

   • Care of acute illness requires admission to the hospital for different medical conditions. Doctors Hospital has a full complement of highly qualified and experienced specialists under one roof run. Ancillary support from well equipped departments of Radiology and Pathology is available in house.

4. Rehabilitation

   • Rehabilitation after illnesses such stroke, heart attacks, and diabetes is available. Physical therapy in hospital and at home is also available.

Our services in department of internal medicine include:

• Comprehensive executive checkups which include a multi-specialty approach with state-of-the-art diagnostic tests custom tailored to the patient’s requirements.
• Preventive screenings and adult immunizations
• Routine medical check-ups
• Comprehensive medical checkup whether required for employment or for travel
• Health risk assessment and prevention
• Personalized counseling on maintaining a healthy lifestyle
• Diagnosis and treatment of chronic conditions, such as diabetes, heart disease, high cholesterol, joint problems, thyroid problems, lung problems and other long-term medical conditions
• Geriatric care (Care of the elderly)
• Weight control and treatment of obesity
• Nutritional guidance
• Referrals to specialists who are among the country’s best and have access to advanced technology and innovative research

Fully functional Diabetes Care Clinic is present on the premises

• Type 1 & Type 2 Diabetes is diagnosed and treated according to current international guidelines
• Diabetic complications are treated by a multidisciplinary approach
• Nutritional counseling is available
• Foot care
• Eye care
• Management of gestational diabetes (diabetes during pregnancy)
• Kidney care

Transplant Surgery

The Liver Transplant Department at Doctors Hospital is fully equipped with the latest medical technologies used in liver transplantation. Our surgeons perform in a dedicated operation theater along with state-of-the-art equipment such as the Cavitron ultrasonic surgical aspirator (CUSA), Argon beam coagulator and a specialized retracting system Thompson retractor. This equipment meets the highest medical standards. Hospital’s Anesthesia department is comprised of well trained staff members who are specifically trained to manage hemodynamic changes that can frequently occur during the procedure to ensure the safety of all our patients.

Our goal is to bring the process of modern liver transplantation surgery to Pakistan at an affordable cost while maintaining the highest international standards. For in depth information, questions, or any concerns you may have please feel free to contact Doctors Hospital and ask to speak with the transplant department or visit us for a consultation.

In brief, our transplant surgery department offers the following services:

• Living-donor liver transplantation
• Pediatric liver transplantation
• Multidisciplinary management of liver cancer
• Management of liver trauma

Surgical resection of liver of various indication including:

1. Hepatocellular carcinoma
2. Cholangiocarcinoma
3. Gallbladder cancer
4. Metastatic Liver Disease

Pancreatic surgery including surgery for:

• Pancreatic cancer
• Benign pancreatic lesions
• Chronic pancreatitis
• Pancreatic pseudo cyst
• Pancreatic trauma
• Necrotizing pancreatitis
• Surgery for hydatid disease of liver

• Management of complex biliary strictures
• Management of iatrogenic bile duct injuries
• Surgery for non cirrhotic portal hypertension
• Pediatric HPB surgery
• Laparoscopic Surgery

Nephrology and Dialysis

The Department of Nephrology at ABC Hospital provide a complete range of consultative, diagnostic and treatment services for patients with kidney diseases. The scope of care encompasses all stages of kidney disease, from earliest detectable changes in kidney function through End Stage Renal Disease. The division’s goal is to provide the highest quality care while helping patients manage their condition. Kidney failure is often associated with other medical issues, such as heart, lung liver diseases, cancer etc and other surgical or obstetrical disorders. Patients with a history of renal disease who are on dialysis and undergo major general or cardiac surgery are at high risk for complications. The center for dialysis works closely with other Doctors Hospital specialties, addressing a patient’s kidney failure prior to surgery and taking appropriate steps to ensure the best possible outcomes.

Gastroenterology

Gastroenterologists at ABC Hospital specialize in the prevention, diagnosis and treatment of disorders of the digestive tract and liver. Gastroenterologists diagnose and treat disorders of the esophagus, stomach, small intestine, colon and rectum, pancreas, gallbladder, bile ducts and liver.

Doctors Hospital resources include the latest in endoscopic equipment and techniques. Using these minimally invasive procedures, doctors insert tubes through the mouth, or rectum to examine and treat problems of the digestive tract.
Endoscopic examinations allow physicians to diagnose and treat a variety of gastrointestinal disorders, including abdominal pain, vomiting, and bleeding from the intestinal tract. In addition, benign (non-cancerous) growths of the colon i.e. polyps, which can lead to colon cancer, may be detected and removed with the help of an endoscope. Endoscopes are flexible tubes that can be passed through the mouth or rectum. They allow physicians to see and examine the surfaces of the esophagus (food pipe), stomach, intestine, and colon.

The Gastroenterology Department at Doctors Hospital utilizes state-of-the art endoscopic equipment in order to take stones out of bile duct, pancreatic ducts, as well as place stents in order to open blocked ducts. Our doctors can also place feeding tubes in the stomach as PEG tubes. In bleeding cases, our doctors apply hemoclips, cauterize the bleeding ulcers and apply band ligation of varices. Our gastroenterologists are also skilled at taking biopsies of growth to diagnose cancer. Furthermore, the department utilizes endoscopic ultrasounds to help diagnose tumors, cancer, and tuberculosis of deeper areas of the esophagus, stomach, rectum, lymph nodes, and pancreas by fine needle aspiration and core biopsies.

Hepatitis B and C are treated with all the modern drugs.

Capsule Endoscopy

Doctors Hospital now offers Capsule Endoscopy service, by which a small capsule is swallowed that can take images of the entire small bowel. The small intestine is an area that is usually difficult to access by upper endoscopy and colonoscopy. Capsule endoscopy is useful when disease is suspected in the small intestine, and can sometimes diagnose sources of occult bleeding [blood visible only microscopically] or causes of abdominal pain such as Crohn’s disease, peptic ulcers, typhoid ulcers, and tuberculosis.

Small Bowel Enteroscopy

Doctors Hospital also offers Small Bowel Enteroscopy service. With small bowel enteroscopy the entire small bowel is examined, biopsies are taken for diagnosis and treatment is rendered to stop bleeding. Enteroscopes are much longer than standard gastro scopes and can visualize the small bowel, averaging 4–6 meters in an adult. This technique is also referred to as single balloon enteroscopy

General Profile of the company

Corporate Vision

To be the leading Medical Care Services provider in the region by achieving client satisfaction and maximizing shareholders value. As an organization, we will inculcate a culture of safe work practices. We want to be the benchmark company in Pakistan, with a reputation of providing a unique, exciting, safe and healthy work environment.

We will be transparent in reporting, objective in investigating and constantly strive to minimize the risk of harm to our employees and damage to the environment.

Mission

To achieve our vision by having:

• An organizational environment that fosters professionalism, motivation and quality
• An environment that is cost effective and quality conscious
• Services that are based on the most optimum technology
• “Quality” and “Time” conscious customer service
• Sustained growth in earnings and profitability

ABC Hospital aims to be the best employer in country. An integral part of this ambition is to provide our employees and clients a safe and healthy work environment, and to achieve this we will use our full resources to prevent accidents and illnesses in our workplace.

Being a responsible Corporate, we believe we have an inherent duty to propagate innovative work practices in the country and be an example for others. Bringing Safety to the forefront of business shows our dedication to the people who work with us and our duty of care to all those associated with the organization

Core Values

• Professional Integrity
• Client Satisfaction
• Teamwork
• Company Loyal

ABC Hospital and Medical Center promotes a family bond among its staff members. We believe that each member is an integral part of the team and our organizations success. Honesty, integrity, sincerity, loyalty and patience are expected from hospital employees.

Equal Opportunity Policy

ABC Hospital provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, religion, gender, nationality, origin, age, disability, marital status and military status. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, training and social as well as recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

Employee Benefits

ABC Hospital employees are entitled to a wide range of benefits. A number of the benefits programs such as Social Security, Old-Age Benefits and health insurance coverage for all employees as required by rules and law.

Eligibility for other benefits depends upon a variety of factors, including employee classification

Reference/Background Checks

ABC Hospital conducts reference and background checks on all new employees. Applicants who have provided false information will be eliminated from further consideration for employment.

Employee Classifications

Hospital has the following categories for employment:

• Regular/Permanent
• Locum/Reliever
• Part Time

Policy Statement

ABC Hospital aims to be the safest place to work. We care about our employees, the way we conduct business, the environment and our communities. We will leave no stone unturned to prevent accidents and illnesses in our workplace, and provide our employees and customers a healthy and safe working environment.

Hospital SWOT Analysis

Strengths

• Good infrastructure
• Fully Equipped ambulance service
• Valet parking
• ABC hospital equipped with new technology and latest equipment
• Centrally air-conditioned building
• A full-time staff of US and UK board-certified physicians
• We offer our guests a variety of arrangements for their stay from ultra luxury suits to simpler ward structured beds
• ABC hospital is leading organization in medical industry

Weaknesses

• It is expensive as compared to other hospitals
• Its online system is ineffective
• Small parking lot

Opportunities

• ABC Hospital can gain more customer loyalty by decreasing cost of the services.
• ABC Hospital vast infrastructure can be used for future plans
• ABC Hospital has a good time to spread its branches all across the Pakistan to facilitate the clients
• ABC Hospital has opportunity to develop a forum where their clients can communicate with the specialized doctors online

Threats

• Every private medical care organization which are providing ultimate comfort to   their clients are big threat to ABC Hospital
• Poor economic condition of the country is a major threat to ABC Hospital in terms of revenue.
• Public sector hospitals are also a great threat to ABC Hospital.
• Heavy custom duties on machineries are great threat to ABC Hospital

 CHAPTER TWO: INTERNSHIP ACTIVITIES

These are some activities which I performed during my internship

FINANCE & ACCOUNTING SERVICES DEPARTMENT

Department is alienated into three main sections for smooth working

1. Billing section
2. Accounts section
3. Audit section

I worked in billing section

BILLING SECTION

• Main Cash Counter
• General Patients Counter
• Corporate patients Counter
• Coronary Artery Bypass Grafting (CABG) Patients Counter
• Angiography & Angioplasty Patients Counter
• Emergency Department cash Counter
• Radiology Cash Counter

ADMISSION PROCEDURE

• Admission through Emergency Counter
• Admission through Consultant OPD

Admission through Emergency Counter

Whenever patient approached the hospital on emergency basis, he is to be attended and managed by the duty doctor at emergency counter. In case of consultancy by the specialist and the patient needs to b admitted for observation, medical management and some procedure he refers to admit the concerned consultant.

Admission through Consultant OPD

Whenever patient approached the hospital on OPD basis to visit some consultant and he needs to be admitted for observation, medical management and some procedure he refers to admit under the concerned consultant

Admission procedure

Whenever patient is requires to be admitted, he has to approach billing office for detailed information about hospital treatment, estimated cost of treatment and amount to be deposited at the time of admission. Billing office is 24 hours in operation. All hospital service charges are available in the system for the patient at any time as requested by the patient.

For patient and attendant data, main reception is available at all the time. After entering necessary particulars admission form is generated and medical registration number is allocated to the patient. All subsequent services provided to the patient are entered and updated by this unique registration number.

Patient bill is restructured & informed to the patient/attendant on daily basis. At the time of discharge after necessary documentation at concerned nursing counter, the file is shifted to billing section for final settlement. The patient bill is updated & verified from the accounts sheet and bill is handed over the patient/attendant for review so that the same may be settled.

After the settlement of bill, Gate pass is issued in duplicate One copy is used to collect patient discharge summery & investigation reports from the concerned nursing counter.

The second copy is to be taken by the security staff at the time of physical exit of the patient from the hospital.

Main cash counter

Functions:

• Reception of cash from patient directly and through emergency cash counter & Radiology cash counter
• Deposit of cash into various banks in hospital accounts
• Handling daily cash payment
• Documentation regarding daily cash receipts and payments

General patients counter

Functions

• At the time of Admission provides brief information the patient or attendant regarding hospital treatment & estimated cost of the treatment.
• Gets proper signature & thumb impression on the admission form contains patient relevant data and hospital terms & conditions.
• Determine patient invoice by capturing services noted in a patient chart (yellow sheet), clarifying services with the concerns.
• Issues invoice by entering service data; calculating charges whenever required by the patient/ attendant.
• Resolves billing issues by discussing contact with third party payer; explaining insurance contact with patients.
• Maintains patient and invoice files by entering and adjusting data.
• Provides billing information by collecting, analyzing, and summarizing the billing records
• Updates job knowledge by participating in educational opportunities.
• Accomplishes medical office mission by completing related results as needed.

Corporate Patients Counter

Functions:

• Provides brief information to the patient or attendant regarding hospital treatment & admission procedure
• Collects insured company authority letter and employee identification card
• Fulfills the particulars of the patient intimation form from the concerned department and fax it to the insured company after proper signature & hospital stamp for approval
• Informs the patient/attendant about the approved limit by the insured company & about any differences payable by the patient/attendant if any.
• Intimates the insured company about the patient treatment at hospital whenever require
• Intimate the insurance company to enhance the patient limit if required
• Finalizes the patient bill at the time to discharge after necessary verifications & updating.
• Forwards the patient bill along with supporting documents to the accounts section for onward dispatch to the insurance company.
• Deals with the corporate companies for all the corporate patients quarries during admission and after discharge at the time of bill settlement.

CABAG patients Counter

Functions:

• provides brief information to the patient or attendant regarding hospital treatment, estimated cost of treatment, payment mode & admission procedure.
• Determines patient invoice by capturing services noted in patient chart(yellow sheet), clarifying services with the concerns.
• Issues invoice by entering service data; calculating charges whenever required by the patient/attendant.
• Resolves billing issues by discussing contract with third party payer; explaining insurance contract with patients.
• Maintains patient invoice files by entering and adjusting data.
• Provides billing information by collecting, analyzing and summarizing the billing records
• Finalizes the patient bill at the time of discharge after necessary verifications & updating.
• Updates the knowledge by participating in educational opportunities.
• Accomplishes medical office mission by completing related results as needed.
• Finalizes the patient bill at the time of discharge after necessary verifications & updating.

Angio Patients Counter

Functions:

• Provides brief information to the patient or attendant regarding hospital treatment, estimated cost of treatment, payment mode & Admission procedure
• Determines patient invoice by capturing services noted in patient chart(yellow sheet), clarifying services with the concerns.
• Issues invoice by entering service data; calculating charges whenever required by the patient/attendant.
• Maintains patients and invoice files by entering and adjusting data
• Provides billing information by collecting, analyzing, and summarizing the billings records.
• Finalizes the patient bill at the time of discharge after necessary verifications & updating
• Updates job knowledge by participating in educational opportunities.
• Accomplishes medical office mission by completing related results as needed.

Emergency Cash Counter

Functions:

• Collects cash from patients treated on emergency basis.
• Determines patients invoice by capturing services noted in patient chart, clarifying services with the concerns
• Issues invoices by entering service data; calculating charges whenever required by the patient/attendant.
• Provides billing information by collecting, analyzing and summarizing the billings records.
• Finalizes the patient bill at the time of discharge after necessary verifications & updating
• Updates job knowledge by participating in educational opportunities
• Deposits cash collected at counter to the main cash counter in billing office on shift basis
• Closes the shift wise accounts of emergency and OPD consultants unit.
• Documents the relevant record manually as well as system generated.

Radiology Cash Counter

Functions:

• Collects cash from patients treated on OPD basis for Radiological and laboratory tests.
• Determines patient invoice by capturing services noted in patient chart, clarifying services with the concerns.
• Issues invoice by entering service data; calculating charges whenever required by the patient/attendant.
• Provides billing information by collecting, analyzing and summarizing the billings records.
• Deposits cash collected at counter to the main cash counter in billing office on shift basis.
• Closes the shift wise accounts of radiology and laboratory
• Documents the relevant record manually as well as systems generated updates job knowledge by participating in educational opportunities.

Managers behavior

These 7 departments worked under the supervision of Accounts Manager. He is very hard working and very cooperative towards their staff. He listens to them very carefully and provides best solutions of the problems to their staff.

Once I was working in emergency department one patient start quarreling to my supervisor there Mrs. Bushra as he was saying you are charging very high and I don’t have much money so she called the manager he listen carefully to both the parties and resolves the issue by giving discount to the patient on his own behalf. He guided me throughout the internship that how to deal with the patients/attendants.

Learning

I also applied my knowledge which I learned in university that how to interact with the customers. My manger often sends me to the different cash counters i.e. Emergency cash counter & radiology cash counter. I get to know that how the bills is generated. And I also get to know the working of a cashier, how he handles the cash and how he/she closes his/her shift. I also get to know the procedure of cash flow in billing section. At the end of the day all the cash collected from different cash counters submitted to bank by the accounts manager keeping all the records safe so that no changes can be done afterwards.

Chapter Three: Summary

This is an internship report on Hospital & medical center. During internship my primary focus was to study the overall performance, functions and business operations of the organization. ABC Hospital is the great private medical care organization of Pakistan. It provides good treatment to diseases caused to human body with new technologies and equipment. I have found that ABC Hospital’s management primary focus should be on resolving the employee’s issues and building trust between them and employees. I am sure that ABC Hospital is going to attain more profits in the coming year.

In this hospital internship report I have presented history, services of the organization. In addition to the organizational policies I have also mentioned my internship experience and findings about the organization. SWOT analysis is being done and suggestions and recommendations are being given.

Recommendations for organization

• Assigned supervisor should make a proper schedule for internees regarding their movement in different departments.
• Employees must be properly trained.
• Managers should keep an eye on works of employees on daily basis.
• ABC Hospital should lower their prices for the services so that its perception may be improved in general public.
• The difference between the behaviors of the contractual, permanent employees was quite obvious to say that permanent employees should review their behavior at work.
• Feedback and proper guidelines should be given to employees by their managers to encourage them.

Recommendation for University:

BBIT program covers major area of marketing in 4 year’s period, which will be fruitful in our practical life. As I observed, field work is quite different from theoretical studies I just want to give suggestion to university that beside these theoretical work department must organize study tours for students in different organizations, for their better understanding.

For The Next Internees

• I found ABC Hospital a good place for new internees, I strongly recommend my juniors because in ABC Hospital you’ll have an environment where you can get many opportunities to learn. They don’t treat internee as burden.
• ABC Hospital is a big organization, have a wide area of learning, try to remain busy all the time because if you do work, you’ll get two edges: first you will learn a lot, second there will be more chances for you to be permanent.
• Internship is a golden opportunity for students to learn a lot because there is a hell of difference between theory and practice.
• You must have a good reference to do internship at ABC Hospital.