final SKM

SHAUKAT KHANUM MEMORIAL CANCER HOSPITAL & RESEARCH CENTRE

‘CANCER IS CURABLE’

SKMCH & RC

Principles of Management

Submitted To

Ms. KIRAN AYESHA

Submitted By

SABA HAFEEZ (Fin-4)

SADIA AFZAL (HRM-20)

BEENISH MUFTI (HRM-10)

UMAIR RAFIQ KHAN (MPA-24)

UMER ZAFAR (Fin-14)

INSTITUTE OF ADMINISTRATIVE SCIENCES2

SKMCH & RC

Dedicated To…

Our Parents who have always been a source of inspiration

to us.


SKMCH & RC

ACKNOWLEDGEMENT

First of all, we are thankful to almighty ALLAH, who has given us the

strengths and determination to carry out this project.

We would like to express our sincere gratitude to madam “Kiran Ayesha” our teacher, for her valuable guidance, constructive comments and

continuous encouragement throughout the project.

We also like to express our sincere gratitude to the “staff of Shaukat Khanum Memorial Hospital & Research Centre” that provide us with the

opportunity to know about SKMCH & RC and cooperated with us through out

the period of our project. They have provided us with valuable information

which helped us a lot in completion of this project.

Beyond of all the material available, we are very thankful to our respected

resource person DR. FAISAL SULTAN (C.E.O), MR. ABID HUSSAIN, MR. ADNAN TARIQ, MAJ. NAUMAN (HEAD OF HR) MR. FAROOQ (HEAD OF FINANCE), MR. MAHMOOD (HEAD OF MARKETING) who gave us

appropriate knowledge about the organization.


SKMCH & RC

Overview

SKMCH & RC is a welfare organization made with the funds and the donations of the

nation. It is working in the field of cancer research and treatment. We selected this

organization, because it is the first and only one organization in Pakistan working at

international level in concern of cancer treatment. We went to SKMCH & RC, So that we

can study their management functions and observe that how they are working according

to international standards.


SKMCH & RC

Brief Contents

Part 1

Introduction

Part 2

Functions of Management

Planning

Organizing

Leading

Controlling

Part 3

Evaluation


SKMCH & RC

Inspiration


SKMCH & RC Imran Khan had always been very close to his mother and had enjoyed her

support. In 1984, Imran's mother, Shaukat Khanum became ill to such an extent that once

properly diagnosed, she was almost inoperable. She suffered from cancer, which was known to

be a rich man's disease in Pakistan in that only well off people could afford to fly to Europe to

receive the treatment. Inspite of flying to Cromwell Hospital in 1984, Shaukat Khanum died the

following year in acute pain. Imran was by her side during her last days when she suffered

terribly. He felt her pain but could not do anything for her. Imran's career was thus determined.

When he retired from cricket he would build the first cancer hospital in Pakistan in honor of his

mother.

History

Imran Khan made a nation-wide appeal for the collection of funds from a match

between Pakistan and India on November 10, 1989 at Gaddafi Stadium, Lahore which

raised Rs. 2,902,600. This was followed by a series of more than 50 successful fund

raisers held throughout the world. Pakistan's win under Imran's captaincy in the 1992

cricket world cup in Melbourne helped fundraising efforts. He was able to collect one

and a half million pounds in just six weeks after the World Cup when the same amount

had taken 2 years to collect earlier. He donated his entire prize money of 85,000

pounds for the project. In 1994 when the project required more financing for the ongoing

construction, Imran Khan launched a mass contact campaign in which he toured 27

cities in the country and collected Rs. 120 million. During the entire campaign for the

construction of the hospital, over a million individual donors from ordinary citizens to the

rich and famous pitched in. Everything from cash to jewelry and valuables was donated.


http://www.shaukatkhanum.org.pk/celebs.htm

http://www.shaukatkhanum.org.pk/campaign.htm

SKMCH & RC SOURCES OF FUNDS - PHASE I

Donations

Credit and Loans

EXPENSES - PHASE I

Pak Rupees

Land and Building 231,000,000

Medical Equipment 314,000,000

Ancillary Equipment 132,000,000

677,000,000 22,200,000

Making of the Hospital

Designing and execution of the master plan was overseen by Dr. Nausherwan K Burki

MB, PhD, FRCP, FCPS, FCCP, of the University of Kentucky Medical Center,

Lexington, Kentucky, USA in collaboration with an international team of cancer

physicians and research workers. Designing and architectural services were provided

by Arrasmith, Judd & Rapp, and Architects in Health Planning of Louiseville, Kentucky,

USA. Architectural details were handled by Messrs. Nayyar Ali Dada & Associates of

Lahore. Local engineering was performed by Messrs. Progressive Consultants, Lahore.

Ground was broken in April 1991 and the hospital opened its doors on December 29,

1994.

Hospital profile


mailto:[email protected]

SKMCH & RC The Shaukat Khanum Cancer Hospital was inaugurated in December 1994

and is the best cancer hospital in the sub-continent. It is located in Johar Town Lahore

and its market is whole Pakistan. Its annual budget is 1600 million. There are 44

collection centers in Pakistan. One new walk in clinic is opened in Peshawar, in Karachi

the work is in process. The total permanent staff of Shaukat Khanum is 1075 and out of

which 350 female and 750 are male. There are 100 physicians out of which 44

consultants and 60 residents. There is 160 nursing staff and 450 allied medical and

supporting staff

Chairman: Mr. Imran Khan C.E.O : Dr. Faisal Sultan Launching date: 1994 Company’s nature Dynamic/ WelfareArea 214000 sq. ft

Commissioning of the Hospital Source of Money

Donations 67%

Credit and loans 33%

Cost $ 22 m

Building $ 7.7 m

Medical equipment $ 10.5 m

Ancillary equipment $ 4.4 m


SKMCH & RC

Mission

“To act as a model institution to alleviate the suffering of patients with cancer through

the application of modern methods of curative and palliative therapy irrespective of their

ability to pay, the education of health care professionals and the public and to perform

research into the causes and treatment of cancer”.


SKMCH & RC

Vision

Let’s Bowl Out CancerImran was a fine all-rounder cricketer and inspirational captain whose crowning

achievement was leading Pakistan in winning the 1992 World Cup . He uses their

emotions about cricket and that why he made a slogan related to cricket and that was

“Lets Bowl Out Cancer”.


SKMCH & RC

Cancer is curable.This sentence was first used to aware the people of Pakistan and also try to change the

misperception about the cancer.

SLOGON “ The two crescents in the slogan are representing ‘S” for Shaukat Khanum and the

‘NURSING CAP” stands for serrving patients with care, and the “stars” on the crescents

stands for glory ,peace, success and new life”.

Corporate Values


SKMCH & RC

Welfare

Our foremost value is welfare of the patients who are suffering from cancer. We

want to work for the betterment of humanity.

Integrity

We are committed to integrity in all we do, always, everywhere.

Respect


SKMCH & RC We respect every individual. We draw strength from equal

opportunity and diversity, at the same time supporting personal

growth and development. We value each other and we all benefit from the

entrepreneurial spirit of each individual.

Teamwork

Teamwork is the essence of our ability to succeed as a universal and

international network bank. Our overriding loyalty is to the whole organization, requiring

us all to learn from each other and to share our skills and resources worldwide for our

customers' benefit.


SKMCH & RC Accountability

We put special attention on accountability because our organization depends on

the funds and donations from the people we have a proper system of check and

balances because without that we cannot gain the trust of people. SKMCH& RC

accounts are audited by “Messrs A. F.Ferguson “ a well known international auditing

company

ProfessionalismWe value our patients and provide exceptional services that leave an impression

and we try to support our community and provide consistent and quality health services.


SKMCH & RC

Organization’s Structure

The Hospital is the project of Shaukat Khanum Memorial Trust – a non profit legal entity

established under the laws of Pakistan. The hospital has a board of governance

consisting of Bankers, Researches, Businessman and Physicians who formulate policy

ensuring that access is provided to the maximum no. of poor patients who are given

quality treatment at optimal cost.


Board of Governors

CEO

Resource Development Finance Nursing Operations

Pharmacy

Environmental & Hotel Services

Engineering

Administration& Human Resources

Materials Management

Computing

Medical Director

Clinical Departments

QA and Legal

Inpatient

Outpatient

Chemotherapy

Operation Theatre and CSSD

SKMCH & RC

Organization’s Culture

Shaukat Khanum has a very strong and corporate culture.

They have people oriented culture where they take decisions and account

the effects of them on the people of an organization.

They have innovative culture in which they encourage their employees to

be innovative and risk takers to some extents.

There is no formal dress code but the jeans are not allowed for ladies.

Eatables are not allowed in any department except marketing department

because that department has its own kitchen.

Employees must reach and leave the office in time.

Employees are learning cultureThe employees are learning culture through rituals.


SKMCH & RC Location & MarketIn Pakistan the SKMCH is situated in Johar Town Lahore and covers all over Pakistan.

Income(PKR in millions)


1995-96 2000-01 2005 2006**

Clinical 35 211 573 653 “Zakat”* 109 131 265 383 Donations 87 190 326 369 Other 18 15 40

Total 249 547 1,204 1,405

SKMCH & RC

CERTIFICATIONS of SKMCH & RC

USAID - Management Standards

Det Norske Veritas Management System Certificate

Pakistan Centre of for Philanthropy - NPO Certification Award

Christie Hospital NHS Trust

INCTR - Certificate of Associate Membership

UICC Membership Certificate

Significant Achievements


http://www.shaukatkhanum.org.pk/images/UICC.jpg

http://www.shaukatkhanum.org.pk/images/INCTR.jpg

http://www.shaukatkhanum.org.pk/images/Christic%20Hospital%20NHS%20Trust.jpg

http://www.shaukatkhanum.org.pk/images/npo.jpg

http://www.shaukatkhanum.org.pk/images/DNV.jpg

http://www.shaukatkhanum.org.pk/images/Certificate%20-%20USAID%20Management%20Standards.jpg

SKMCH & RC 1 - Patient Services

They have had around 9500,000 patient visits as of June 30, 2006. Over 80% of

these patients have been provided free treatment. The amount of money spent to

provide free treatment to indigent patient in this is well over $28 million.

2 – Services to Pakistan

The Hospital uses it resources for the benefit of the population as a whole. We

hold seminars and conferences in Oncology and other areas as diverse as Housing–

keeping, Biomedical Engineering and Cancer Awareness. For public awareness, Article

on common cancer is regularly published in the press both in Urdu and English.

3 – Education and Training

It is the integral part of the hospital’s vision to educate and train Healthcare

professional who can help improve the standard of medical care in Pakistan. Other

educational activity include courses and training programmes under the guidance of

local and international professionals in the field of cancers, treatment and awareness as

follows

Intramural and Collaborative – e.g.

1. University of Bradford, UK

2. College of Physicians and Surgeons of Pakistan

Doctors - post-graduate training programs

1. Nuclear Medicine & Radiology

2. Medical Oncology & Radiation Oncology

3. Pathology & Medicine

Nursing – purpose built educational facility


SKMCH & RC 1. Oncology nursing

Medical technology – lab and radiology

Allied health specialties – respiratory therapy

4 – Research

The hospital is currently involved in the several research projects mainly

involving cancer drug research, patient treatment outcomes, epidemiology studies,

appetites, ethical and Lahore tumor registry

5 – Affiliations

Shaukat Khanum is affiliated with some of the world’s most prestigious cancer

hospitals, which assist in training personnel and providing collaboration on the lastest

innovations in cancer treatment and research. These affiliations include

Christie Hospital, Manchester, UK.

The University of Kentucky College of medicine, Lexington, KY,USA.

DKFZ (Detaches Krebsforschungszentrum), Heidelberg.

Recent Achievement and Award

AwardSKMCH won award from WHO in Geneva, 2004


SKMCH & RC

Recent Achievements Inaugurated Research Wing

Opened Walk-In Clinic in Peshawar

Conducted successfully First Bone Marrow Transplant

UNIQUE ASPECT OF ORGANIZATION WORTH NOTE

PET CT scanThere is no pet ct scan in Pakistan and patients has to go abroad for this

essential test as a part of its ongoing program of clinical excellence in cancer

care,SKMCH and RC is investing in cyclotron and CT PET for the benefits of Pakistani

patients .this will require a massive investment of almost 5 million us dollar. Work has

started on the project and the facility should be available by late 2007.

SKMCH AND RC will also be able to provide the isotope 18 FDG to other centers as far

away as Karachi.

Bone marrow transplantationSKMCH AND RC conducted its first bone marrow transplantation procedure on a

patient name MUHAMMAD SALMAN on April 26 2006 making it the fourth facility in

Pakistan, by the first in Lahore, to have acquired the facility. The transplantation which


SKMCH & RC cost RS 1400000 was conducted absolutely free .the project was

financed by a generous donor who wishes to remain anonymous.

FundraisingThe various offices and activities related to each section are given below.

Fundraising Offices1. Head Offices, Lahore

2. Regional Offices

Karachi

Islamabad

Overseas Offices

U.K

U.S.A

Gulf


SKMCH & RC

Fundraising ActivitiesThe two major sources of fundraising are: -

1. Zakat

2. Donations

Zakat According to Shariah (Islamic Rule), an individual has to give 2.5% of his wealth

held during the year, in charity, This is called as Zakat. Zakat can be given at any

time of the year. However, traditionally most of the people pay Zakat, during the

month of Ramadan (Islamic Calendar month in which Muslims fast). To collect

maximum amount under the head of Zakat, which is totally spent on the

treatment of poor cancer patients. A comprehensive campaign is launched in

Pakistan and overseas. All offices of SKMCH&RC participate in this activity and

are supervised and coordinated by the head office at Lahore.

Donations

Following products/campaigns collectively contribute towards achieving the

revenue targets of Donations: -

Fundraising from High Net-Worth Individuals

Sponsor a Cancer Patient

Concerts / Fundraising Dinners

School Fundraising Campaign

Equipment / Material & In-kind Donations

Hide Collection Campaign

Fundraising from Corporate Sector

In-Patient Room Nomination


SKMCH & RC EventsTelethon

Hope telethon on ARY DIGITAL

The hospital staged a live telethon on ARY digital in which IMRAN KHAN

Chairman board of governors. Two formers miss worlds YUKTA MUKHAY

and DIANA HAYDEN, famous Indian actor GULSHAN GROVER and

world renowned cricketers WASIM AKRAM and Sunil GAVASKAR in

2004.

In 2006 SUSHMITA SEN presented her painting for auction which was bid

in 30 lakh dirham in Dubai.

In December 2004 a unique day at the hospital, bollywood actor Amir

Khan came to help in raising funds for the hospital. He presented his bat

used in lagan for auction which sold out for RS 6 million.

Member House of Commons Canada Miss Carolyn Parrish accompanied

by members of Pakistani community in Canada visited recently.

The Canadian high commissioner for Pakistan, Miss Margaret Huber

visited SKMCH and RC in Oct 2004

Jan 11,2006 the complete Indian cricket team visited SKMCH and RC on

Eid day.


SKMCH & RC

Planning

SKMCH & RC stated goals are their real goals. They don’t have any

discrimination between them and they work in the same way as they project in their

company’s statement.

Long Term Goals Research – basic and clinical.

Community and outreach services.

Enhancement of automation.

Capacity enhancement.

– Support services building 2006-07

– Fourth clinical building 2006-08

Regional cancer centers

– Karachi

– Peshawar

New Directions in Fundraising.

4 Storey Block (if permitted by Government, 9 storey block).

Phase 1: Basement + 3 Floors.

Phase 2: 5 Floors.

At the moment, Phase 1 & shell of Phase 2 under construction.


SKMCH & RC

SWOT Analysis

Strengths

Free of cost quality treatment of

cancer for needy people

Research centers

Highly equipped machinery

Proper check and balances

Weaknesses

(Not identified)

OpportunitiesThreats & Challenges

Fundraising Challenges

Healthcare Costs

Capacity limitation

Dearth of trained manpower

Threats and Challenges Fundraising challenges

Healthcare costs

Capacity limitation

Dearth of trained manpower


SKMCH & RC

Strengths free of cost quality treatment of cancer for needy people

research centers

highly equipped machinery

proper check and balances

first preference to quality

weaknesses not identified

Competitive advantage

Although SKMCH &RC is not having any such competitor in Asia but if we thing about

anyone its AGHA KHAN Hospital but only in cancer research. SKMCH & RC has the

competitive advantage on AGHA KHAN Hospital in quality treatment and revenue

generating field.

MIS DepartmentSKMCH & RC has management information system department (MIS). Whole hospital

system is being regulated by it. MIS department has developed software of hospital

information system (HIS). This software is a core competency of hospital as none of the

Asian hospital is having such hospital. It can be only be compete with any USA

organization.

Quality First


SKMCH & RC We, at SKMCH & RC are guided by core principles of Quality,

Equity, Transparency and Merit. We are dedicated to:

Providing High Quality Service to our Patients irrespective of their socio-

economic status, in the timeliest manner.

Acting as a Model Institute in providing cancer education to healthcare professionals

and perform research into causes and treatment of cancer.

Developing and Nurturing a Culture, which motivates each employee to strive for

continual improvement in their work.

BCG MatrixWhen we asked about the BCG matrix of SKMCH&RC they replied that their fund

raising/marketing department is a CASH COW and pathology and radiology department

are their STARS but when asked about the DOGS they reply we cannot identified

exactly about the DOGS and the Questions Marks because we are a welfare

organization and our DOGS and Questions keep on changing from time to time so we

cannot pin point Dogs and Question Marks like the product of any organization.


SKMCH & RC BCG Matrix

Cash Cow

Fundraising/Marketing

Department

Stars

Pathology and Radiology

Department

Dogs

Not Identified

Question Marks

Not Identified

OrganizingOrganizational Structure

Shaukat Khanam is organic and highly structured organization. As they have

very uncertain environment because they have to face new challenges concerning

treatment and research of cancer

Purpose of organizingDivide work to be done specific jobs

assign task and responsibility

coordinate diverse organizational task

establishes relationship among individual, groups and departments

establishes formal line of authority

allocate organizational resources


SKMCH & RC

Work SpecializationThey have divided their work in different departments and every individual does

his own job, like Marketing Department, Finance Department and HR Department.

DepartmentalizationSKMCH has highly functional departmentalization. The Marketing Department is

mainly the Profit Center of SKMCH .They collect the profit for SKMCH and use that

profit in the treatment of needy patients.

Sr.# Departments D Department Heads

17 Material Management Azhar Nazir28 Operation Theater Dr.Aamir Ali21 Nuclear Medicine Dr.Khalid Nawaz30 Pathology Dr.M.Tariq14 Internal Medicine Dr.Mansur Javaid2 Anesthesia Dr.Mian M.Yaqub

10 Hospital Marketing Services Dr.Nimar Ali7 Environmental & Hotel Services Farrukh Aziz9 Food & Dietary Farrukh Aziz

11 House Keeping Farrukh Aziz13 Insect/Pest Control Farrukh Aziz15 Laundry Farrukh Aziz5 Business Services Malik Fayyaz Ahmad

16 Marketing & Public Relation Mehmood Akhtar4 Bio Medical Engineering Mr.Sarfraz8 Finance Muhammad Farooq3 E&M Department Muhammad Salik

31 Pharmacy Tahir Aziz


SKMCH & RC

6 CSSD Virginia Gumley22 Nursing Chemotherapy Virginia Gumley23 Nursing Division Virginia Gumley24 Nursing In-Patient First Floor Virginia Gumley25 Nursing In-Patient Second Floor Virginia Gumley26 Nursing OPD Virginia Gumley27 Nursing OR Virginia Gumley

Decentralization

They are following the concept of decentralization .They having divided the

ORGANIZATION into different zones and the head of the department take ideas from

their subordinates while taking decision.

FormalizationSKMCH have standard rules and procedures to guide the behavior of the

employee.

Span of ControlSKMCH have a flat structure and have a wider span of control

TechnologySKMCH and RC is equipped with highly advanced and modern machinery and

the organization off and on spent a large amount of money on making their machinery

and equipment updated

Communication SystemThey have a very strong and cooperative communicational system. They use

intranet communicational system and share their ideas with each other very frequently.


SKMCH & RC

Human Resource Department

Mr. Major Nauman the HRM manager knows that to remain competitive in

today’s dynamic world he must understand the psyche of his employees so that their

needs can be fulfill and a motivated work force can be created for them which will be a

source of competitive advantage over the competitors.

The policies and practices one need to carry out the ‘people’ or human resource aspect

of the management position including the recruiting, screening, training, rewarding.

As mentioned HRM consist of the following

Recruiting

Screening

Orientation & Training

Rewarding

There are six employees the HRM Department

Recruitment

INSTITUTE OF ADMINISTRATIVE SCIENCES

HRM DEPARTMENT

RECURITING AND SELECTION

COMPENSATION AND BENEFITS

TRAINING AND DEVELOPMENT

34

SKMCH & RC Internal RecruitmentIn SKMCH, vacant posts are also filled internally to provide an opportunity for the

workers already working in the organizations.

External RecruitmentIn SKMCH, fresh or experience candidates are also preferred and hired.

Selection CriteriaThe selection is entirely based on merit which confirms to selection criteria without any

bias towards gender, religion, race, colour, nationality, age and according to the

procedure laid down in the HRD policies.

Selection Procedure Filling out application forms

Application screening (short listing)

Test (Written and practical)

Interview

Final selection

Orientation

Training

Hiring ProcessWhenever the organization needs employees for internal job advertisement is

made only inside the hospital and for external job for the top level management and

medical staff advertisement is given in leading newspaper like DAWN and THE NEWS.

Written test and interviews are conducted only for the nursing staff and low level

employees and for top level management only interviews are conducted.

OrientationOrientation is the procedure of providing information of the organization and the job.

Orientation of SKMCH is of formal type and is conducted on every Tuesday and Friday

at 10:00 AM to 1:00 PM in Pearl Continental Hotel every week.


SKMCH & RC ContentsOrientation normally covers the following contents.

Welcome note from management director.

Mission, Vision and Values.

Brief introduction of hospital

Companies profile

organization

The working hour’s company’s profile.

It also includes the fire training.

TrainingShaukat Khanum gives two types of job training.

1. On job training.

2. Off job training.

Training budget varies according to traning type.

Annual turnover rateTurnover rate in SKMCH &RC is high but the turnover percentage is confidential

HRM Policies of SKMCH Gender Justice Policy

Sexual Harassment Policy

Discrimination Policy

MotivationBy motivation we mean encouraging our employees to give in all three effort fot the

company to meet its objectives.Or in other words it means the willingness to exert high

level of efforts to meet the organizational objective. For motivating a person you have

you understand what the needs and wants of the employees. By motivation we mean

encouraging our employees to give in all their efforts for the company to meet its


SKMCH & RC objectives. Many theories were put forward by many scientists in order

to better understand the needs of patients. Some famous theories are

Maslow’s Hierarchy Theory

Goal Set Theory

Maslow’s Hierarchy TheoryThe management of SKMCH understand knows that their employees have crossed the

stages of psychological and safety needs and our round about social, esteem or self

actualization needs as the result of this the management of SKMCH has profiled into

different categories and to some extend is compensating them.

Employees are also given respect and every manager is strictly advised not to use any

loose language while talking to subordinates and specially you feel proud in working at

SKMCH one of the best cancer hospital in Asia.

Employees are also offered different programs to improve their skills so that they can

serve the company in a better way.

Goal Set TheoryThe management of SKMCH monitors the efficiency of their employees regularly and is

very firstly allocates different tasks to the employees and then evaluates which

employee enjoys working and how efficient he is. Based upon that different cross

functional teams are formed in which each member is assigned a specific job which he

carries out best. In this way they motivate their employee.

Other Motivational ToolsThe company has a prize and shield award in place on yearly bases to

acknowledgement their employees hardwork and performance and motivates them to

go on doing even more. These include:

Job Rotation


SKMCH & RC Within the department the employees are motivated by job rotation

Employee of the yearThe performance of all the employees in all departments is consistently monitored

during the year on the basis of their performance at the end of the year one employee

for each department with highest points is given performance appraisal in the form of

prize of 3000 and a shield with a certificate.

Annual Feast SKMCH arranges annual dinner at the end of each year, where awards are given

musical evening is organized for the entertainment of employees as a token of

acknowledgement of their hardwork and to encourages and motivate them to put in

more efforts in the next year.

Cricket FestivalSKMCH organizes a cricket festival every year normally in the month of June in which

the every department who want to play must contribute Rs.2000/- and the total budget

is Rs.100000/-. The winner prize is Rs.25000/- and runner-up prizes Rs.10000. Two

trophies are given one to the winner and one to the runner-up.

Others various Benefits Given to EmployeesVarious facilities are given to the employees. They are given according to their

posts and ranks. For Example, the most senior officer is provided

Annual increment takes place in the salary of the employees every year. A fixed

bonus is also given every year.

Following benefits are given on regular basis.

Medical Payments

Provident Funds


SKMCH & RC GP Funds

FLEXIBLE WORKING HOURSThe employees are also allowed to avail flexible working hour. If they work late till

evening they are allowed to come late on the other day morning.

They also have the option to change their shift time from morning to evening or from

evening to morning.

OPEN BOOK MANAGEMANTThe company also share annual reports with the employees giving them a clear

picture of the hospital performance and also a sense that employees are the roots for

the of the company.

BENEFITS PROGRAMSThe employees are also given fringe benefits that cover many additional benefits beside

actual pay such as medical, conveyance allowances.

Leadership Styles

Leadership StylesSKMCH is practicing a democratic style. Managers of the organization tend to

involve their employees in decision making .They also delegate authorities to their

subordinates. They encourage participation in deciding work methods and goals at

some extent and use feedbacks as an oppournities for coaching employees.

Controlling


SKMCH & RC EFFECTIVE CONYROL SYSTEM OF SKMCH &RC

Accuracy

Time lines

Economy

Flexibility

Understandability

Reasonable criteria

Strategic placement

Emphasis on multiline criteria

Corrective action


MultipleCriteria

Emphasis on Exception

Strategic Placement

ReasonableCriteria

Understandable

Flexibility

Economy

Timelines

Accuracy

CorrectiveAction

ECS of Hospital

SKMCH & RC

Types of control SKMCH& RC is applying different types of control at different levels(head of

departments) in order to measure the performance closet to the standards(rules

and polices defined by HR) and to evaluate the efficiency of the organization.

FEEDFORWARD CONTROL

FEEBACK CONTROL

QUALITY CONTROL


SKMCH & RC SKMCH& RC is applying FeedFOWARDCONTROL at INPUT

LEVEL and evaluate the resources of the hospital .it is using FEEDBACK

CONTROL at OUTPUT LEVEL and they get this feedback from the patients.

They keep channel open with the patients and consider them as their partner and

keep open communication. They also use QUALITY CONTROL as modern

controlling concept.

HOSPITAL CONTROL SYSTEMHospital’s control system is comprises of following steps.

They have rules and procedures made by HR managerto measure the

performance of the hospital.

Then they evaluate their performance against their target and standard.

After evaluating their performance if they find any deviation in the

performance from the rules and procedures they take appropriate action.


SKMCH & RC

Financial Section


SKMCH & RC

Income Rs. in million

Years Revenue Zakat Donations IncomeTotal

Revenue1994-1995 5 46 85 5 141

1995-1996 35 109 87 18 249

1996-1997 62 117 105 7 291

1997-1998 90 99 103 11 303

1998-1999 113 100 129 11 353

1999-2000 139 117 152 17 425

2000-2001 211 131 190 15 547

2001-2002 234 152 174 17 577

2002-2003 261 244 178 15 698

2003-2004 374 287 238 14 913

Dec 2004 222 282 221 24 749

Dec 2005 573 262 320 29 1187


SKMCH & RC

EXPENSES Rs. in Million

CATEGORY AMMOUNT PERCENTAGESalaries and benefits-Medical

staff

233 18%

Salaries & Benefits-Admin staff 88 7%

Medicines 282 22%

Pathology, Nursing & other

supplies

230 18%

Utilities 32 3%

Fundraising Expenses 29 2%

Finance Costs 20 2%

Repairs & maintenance 41 3%

Other Operating Expenses 47 4%

Depreciation 116 9%

Capital Expenditures 79 6%

Debit repayments 86 7%


SKMCH & RC Total Expenses 283

100%

Appendix

Job Description Form

1. Job Position/TitleManager, Quality Assurance department, International Liaison Office, & Electives Office

To be completed by Human Resources

Grade: 10 Employee Code # 026822. Department And Division

Quality Assurance DepartmentInternational Liaison Office

Elective Office

3. Status

Full Time3. Reporting Relationship (State

job/position title to whom an employee in this job reports to)

Chief Executive Officer SKMCH & RC

5. Jobs directly supervised (By an employee in this position)a. Quality Assurance & ILO Officerb. Patient Relations Officerc. Interns & Volunteers

6. JOB SUMMARY (State briefly the principal purpose of the job i.e. what the job is expected to accomplish)Broadly the position is meant to supervise the activities pertaining to maintenance and improvement of Clinical quality and Service quality within the hospital. This would be achieved by working with the Physicians, Nursing division, & Managers/staff of Support and Ancillary departments under the guidance of the CEO and the Medical Director. The Manager develops and maintains an effective and efficient hospital wide QMS program. The position would play a vital role in Risk Management and supervise the patients’ feedback system. The person will closely work with clinical faculty in capacity of a resource person and facilitator for their quality improvement initiatives. These include support for JCIA accreditation, development and monitoring of clinical indicators, facilitation for


SKMCH & RC the development of clinical pathways and conducting or assisting in clinical audits. The person would also supervise the International Liaison Office & Electives Office, and develop & enhance international collaborations for the hospital. 7. AUTHORITIES ASSIGNED (State authorities delegated for financial matters or other decisions if applicable)Administrative authorities such as sanction of leaves, preparation of job descriptions, conducting performance appraisals, and hiring of new staff for the department. Meet with external agencies on behalf of the hospital, as and when needed.8. JOB SPECIFICATIONS (State the qualifications, experience and competencies, an employee in this position possesses to carry out this job).

1. Medical Graduate M.B., B.S. from a recognised University.2. M.Sc. in Health Services and Hospital Management/MHA from a reputable British/North American University.

WORK EXPERIENCE (State nature and duration of work experience required)1. Post graduate 3-4 years clinical experience at a recognised public sector teaching hospital 2. 1 year research experience in health sector, preferably in UK / North America

3. 5-6 years of Quality Management experience in a reputable International Healthcare Organisation

4. Working experience, as a Manager, in ISO 9001:2000 & 14001 certified International hospitals

5. Job experience in National & International tertiary hospitals vying for JCIA AccreditationKNOWLEDGE AND COMPETENCIES (State skills, abilities and traits required)

1. Excellent communication and interpersonal skills.2. Excellent Supervisory skills3. Ability to monitor, analyse and interpret data. 4. Working knowledge and job experience of Systems/Standards related to ISO-QMS, & JCIA accreditation5. Ability to negotiate with internal and external customers. 6. Ability to work in close association of the Physician community in University hospital settings.7. Computer literate, specifically with MS Word, Excel, Power Point, Harvard Graphics and Internet.8. Ability to work effectively under highly stressful situations and to effectively meet the deadlines.9. Abilities to write Project proposals, conduct Managerial research, draft Legal binding documents, supervise and

conduct Audits, conduct seminars, workshops and educational sessions for hospital staff. 9. DESCRIPTION OF DUTIES/RESPONSIBILITIESList duties under two separate headings, REGULAR AND PERIODIC DUTIES. Use a numbered statement for each duty. Make each statement as detailed as necessary to show clearly what is entailed. (Use another blank sheet if required)

(a) REGULAR DUTIES/RESPONSIBILITIES

1. Ensure maintenance and improvement of overall clinical and service quality regularly by working with clinical and non-clinical departments to achieve international standards.

2. Develop, monitor and benchmark Clinical Quality Indicators by regular collection of data, its analysis, interpretation and feedback to respective clinical departments on regular basis.

3. Establish a regular process of Clinical audits

4. Coordinate the organizational efforts of Quality Assurance to meet the JCIA standards by:Developing and drafting organization’s policies and procedures.Facilitating self-improvement teams in clinical departments.

5. Vital role in re-designing and implementing Risk Management System

6. Vital role in re-designing the Credentials & Privileging process for the medical staff


SKMCH & RC 7. Assist to plan and implement QMS program, and conduct internal and external ISO QMS audits (Surveillance audit).

8. Manage the hospital’s certification process

9. Evaluate performance of different departments and recommend modifications to operating procedures where appropriate

10. Supervise Patient counseling Officer’s task of patients’ feedback handling

11. Supervise the position and responsibilities of Quality Assurance Officer

12. Manage the External Electives Office and the International Liaison Office

13. Meet with external agencies and clients on behalf of the Hospital

14. Perform other assignments on the CEO’s advice

15. Regular reporting and updating the CEO & the Medical Director on QAD’s processes and Systems

(b) PERIODIC DUTIES/RESPONSIBILITIES

1. Conduct awareness sessions on ISO (QMS), Customer complaints, Internal quality audits.2. Conduct awareness sessions on Risk Management, clinical audits, JCIA, and other topics related to clinical quality

10. ANY OTHER FACTOR11. (a) Prepared By

_____________ ______________

Name Signature/Date Position Title

(c) Reviewed by Human Resources

(b) Reviewed by Dept./Division Head

_________________ ____________

Name Signature/Date Position Title

(d) Reviewed With Employee


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