ANALYSIS OF HUMAN RESOURCE DEPARTMENT IN KMCH HOSPITAL, COIMBATORE

A MINI PROJECT REPORT

Submitted by: TEAM 5 ANISH ANTONY (10AD02) HARIKRISHNAN S (10AD12) JESSIL UMMER C A (10AD14) NISHANTH T (10AD30) POORNA CHANDRA M (10AD40) SHRI VIVEK (10AD41)

In partial fulfilment of the requirements of Anna University for the award of the degree of Master of Business Administration

PSG INSTITUTE OF MANAGEMENT PSG COLLEGE OF TECHNOLOGY COIMBATORE: 641 004 OCTOBER 2010
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TABLE OF CONTENTS
S.NO PARTICULARS
PAGE

1. KOVAI MEDICAL CENTER AND HOSPITAL

2. ORGANISATIONAL HIERARCHY

3. ABOUT HR DEPARTMENT AND THEIR ACTIVITIES

4. INTERVIEW QU

5. CONCLUSION

6. BIBILIOGRAPHY

1. KOVAI MEDICAL CENTRE AND HOSPITAL

Kovai Medical Centre and Hospital is 800-bed multi-disciplinary super-specialty hospital located in the NH 47, opposite to Airport, Coimbatore. The hospital has more than 50 medical disciplines managed by highly qualified and trained full time medical specialists providing round the clock service. Over 1000 in patients and out patients are treated every day at the hospital.

KMCH is equipped with state-of-the art medical equipments such as MRI, 64 slice Volume CT Scanner, 4D Ultra Sound Scanner, Flat panel Cath Lab, Cardiac Electrophysiology Lab, Bone mineral Densitometer, Mammography, Laser equipments, Video endoscope, Operating Microscope, Auto analyzer, Computer Assisted Navigation for hip and knee replacements, ESWL for the removal of urinary stones etc.

KMCH is located in a 20 acres plot in a serene, clean and hygienic atmosphere. It has a very good ambience. The hospital is equipped with 11 operation theatres, and Super speciality procedures like Open heart surgeries and other Cardiac surgeries, Kidney transplants, Knee replacements, Hip replacements and Complex Neuro surgeries are done regularly at the hospital. Angiograms, Angioplasties, Stenting (Sirolimus stent - A drug eluted stent which has no relapse rate) are being done with good success rate. The hospital also has an excellent facility for providing Emergency and trauma care for treating various emergencies such as Cardiac arrests, Road Traffic Accidents (RTA), Snake bites, severe burn injuries, poisonous case, stab injuries and mass casualities.

KMCH is the only centre in south India which has introduced a new technique known as GDC coils and clipping of Brain Aneurysms. KMCH has made a breakthrough in the treatment of Stroke Management and Uterine Fibroids with the latest technique in Interventional procedures. The state-of-the-art Fertility Centre at KMCH is well equipped to do the Assisted Conception program like IVF, ICSI to the International standards. Most advanced treatment techniques are adopted here.
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KMCH is recognized for organ transplant programmes by the Government of Tamil Nadu. Several Kidney transplants and corneal transplants from live donors and cadavers have been done. KMCH is also recognized by the Tamil Nadu Government to do Heart and Lung transplants.

KMCH has specialized clinics like Asthma clinic, Diabetic clinic, Slim clinic, Pain clinic, De-addiction clinic, Painless labour clinic, Andrology clinic, Diet clinic etc., Various specialized procedures like Chemoembolisation, stenting, fallopian tube recanalisation, Chemotherapy, Blood component therapy, Arthroscopic surgeries, Laparoscopic and Thorocoscopic surgeries are regularly done at the hospital. The hospital has a separate department for artificial limb manufacture.

KMCH is very actively involved in Preventive Health Checkup Programmes. There are 18 preventive health check up programmes such as Executive Master Health Checkup plus, Preminum Master Health Check Up, Executive Master Health Checkup, Master Health Check up, Senior Citizens Health Checkup, Cancer Screening, Paediatric Health checkup etc., Hospital regularly conducts Free Medical camps both at the hospital and rural areas in association with service organizations. Concessions are offered for the treatment and procedures at the hospital for camp patients. Health education programmes are conducted with the help of KMCH doctors in various schools, colleges and industrial establishments on a regular basis.

KMCH has one of the best Emergency-Trauma Care Center network in the region with highly qualified and experienced Trauma team, which operates round the clock and comprises of Orthopaedic Surgeons, Neuro Surgeons, General surgeons, Cardiovascular and Thoracic surgeons and Plastic surgeons. KMCH in collaboration with the Rotary clubs of Coimbatore and Erode have 5 Trauma Care Centres which are equipped with Wire-less telephone and mobile phone facilities on the Avnashi Road starting from Gandhipuram to Perundurai. In order to ensure immediate transportation of the patient from the accident spot,
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KMCH has an emergency control room facility which operates round the clock to coordinate all Trauma Care Centers established by KMCH.

There are three satellite centres attached to KMCH : City Centre (Ram Nagar) Erode Speciality Hospital (100 bed) Erode Centre (100 bed) with both in-patient and outpatient facilities It has a rural health centre at Veeriampalayam to serve the rural community and the under privileged.

Hospital is recognized for Diplomate of National Board (Post Graduate Programmes) in departments like General surgery, Anaesthesiology, Cardiology, Cardiothoracic surgery and Obstetrics & Gynaecology. Hospital is recognized for training doctors in AFRCS programme in General Surgery. KMCH is recognized for the following schemes: Income tax under section 17(2) B for KMCH main centre, Coimbatore. Tamil Nadu Government Employees Health Fund Scheme administered by Star Health and Allied Insurance Company Limited. Tamil Nadu Government Pensioners Health Fund Scheme. Unit Trust of India Senior Citizen Plan. Prime Minister's National Relief Fund. Chief Minister Relief Fund. Ministry of Health & Family Welfare - Discretionary Grant. Kerala Government Servants Medical Attendance Rules-1960. Employees State Insurance [ESI] for super speciality procedures and surgeries. Mediclaim policy holders under direct payment system. (Cashless Treatment)
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2. ORGANISATION HIERARCHY

SHAREHOLDERS (9000 )

BOARD OF DIRECTORS CHAIRMAN, PRESIDENT

Clinical department

Administrative department

Financial department

(Director of finance)

HOD

HOD

HOD

Personal HR

BNT

Security department

Store

Marketing

Manager

Assistant Manager

Supervisor

Employee

3. ABOUT HR DEPARTMENT AND THEIR ACTIVITIES

The main activities of HR Department are recruitment and appraisal. Recruitment is mainly through advertisements. The required number of applicants is called for interviews and is selected based on referral system. Rest of the applications are well kept for meeting the future requirements. For technician job, applicants with basic qualification, that is Plus Two, are also selected and are given special training prior to recruitment. Induction programs are conducted for employees to get familiar about the organization very soon. To reduce this attrition, HR Department is working on appraisal systems and induction programs. Also they are providing subsidized treatment for employees and their family. HR Department is also coordinating annual thanks giving program for all staffs which also helps in reducing work related stress. Promotions are purely based on experience, performance and their contribution towards the hospital. Attendance is the major factor deciding performance. The appraisal system they follow is the 2 tier system, evaluated by the immediate superior and the Head of the Department.

4. INTERVIEW QUESTIONS AND ANSWERS

1. What are the main roles and responsibilities of a HR Manager in a hospital? There is no much difference in the HR activity of a hospital and the other industries. Its all about managing people at different situations. Its the admixture of normal and abnormal persons to manage.

2. Can you please tell about the overall experience in this hospital and major issues faced? Mr. Dhinamani has 15 years of experience in the hospital industry. In his experience, he says that the major issue faced by the organization is the attrition of the employees. Especially nursing staff are not staying long in this organization. They work for 2 to 3 years and quit the job. 3. How you will recruit an employee? When there is any shortage of employees in a particular department that department head will inform this to the HR department and the HR will further take it forward. The hospital is maintaining a database of previous applications. First they check for suitable applications in the database, if yes, then that candidate is called up and will be asked to attend the interview. If this option is not available then they will move to the other options like employee referrals and advertising in newspapers.

4. How is the induction given to the new employees? Based on the cadre of the employee we have induction programs once in a month or once in 3 months. For nurses we conduct induction program once in a month and for other employees its once in 3 months. Induction program is for one day and all the department heads are invited for this program. First they will talk generally about how this hospital functions, policies, mission, vision etc. They will be informed about dos and donts in the hospital. They will be informed about whom they have to report and also how grievances have to be forwarded.

5. How are you training the new employees? We are giving training only for the technicians. Technicians will be mostly 10th or 12th failed or passed, without any technical training. So they will be given training for 2 years. After the two year training they will be assisting senior technicians for one year. For Nurses we are not giving any training since they will be trained already. Doctors are encouraged to attend seminars and workshops around the globe. Most of our doctors have attended training or workshops in foreign countries. 6. What are the difficulties you faced during training of new employees (technicians)? Technicians recruited wont be from medical background, so most of them are not able to cope up to the hospital environment. In hospital the environment is different from other industries; here the entire time employee will be seeing other peoples sorrows and sufferings. Most of the technicians wont be able to withstand this environment and they will quit. If we recruit ten technicians mostly two or three will be completing the training program. 7. How you are conducting appraisal process? Increments and promotions are based on seniority, performance, attendance, loyalty and sincerity. We are following two tier system for appraisal. First the immediate superior will the appraiser.in the second level, Head of the Department will be the doing the review of the appraisal.

8. What is the culture followed in this hospital? We are mostly a people oriented organization. Everyone will be knowing what others are doing. We take care of the employees need and their requirements. If any employee is having any grievances then he or she can directly meet the top level management, bypassing the intermediaries. All the grievances will be taken care of at the earliest.

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9. How you are retaining the existing employees? Employee attrition is a big issue in the hospital industry. Nurses mostly wont remain in a hospital for more than two or three years. There is huge requirement for nurses in the industry. They are having good opportunities in domestic and foreign countries, so they will shift from one hospital to other when they are offered good salary by other hospitals or when they are getting opening in foreign countries. But this is not the case with doctors and other employees, they tend to remain in the same hospital for long time. So we are not facing any attrition problem with these employees. 10. How you are managing the shortage of allied health professionals (Doctors, Nurses, and Technicians)? We are not facing any shortage of doctors or technicians. But at times we face shortage of nurses. New nurses are recruited during the notice period of these nurses. 11. What are the normal employee disputes you face? In this industry the employees wont be always in a pleasant environment. Daily they have to face sufferings and sorrows of the patients. Some employees wont be able to withstand this and sometimes they will behave differently. This creates problems and disputes. If such situations arise we will look into it and if necessary and will take necessary steps and sometimes we give counseling to these employees. 12. Are you giving any financial help to patients from poor financial background? Yes, we give lot of assistance for the poor people. Patients admitted in general wards normally approach us for assistance. We check their financial position and if required we will reduce the bills.

13. What are the IT services used by the HR department? The entire department is computerized. Attendance, Payroll etc is computerized. We receive employees attendance at online and at the end of the month this can be used for salary calculation.

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14. Are you conducting any cultural programs? Yes, we do. At the end of every year we conduct cultural programs for all the employees. There will be performance by people from outside and also by the employees.

15. How the safety measures are taken to the employees and patients? Norms prescribed by the authority are implemented especially for radiologist and oncologist

16. Do you think any specific training is required for HR People in hospital? According to me, it is so. They should know the basic atmosphere of the hospital. More of inter personal skills are required. They should be comfortable working in a hospital. 17. Who is the competitor? We have no competitor as our hospital is multi specialized one. All multi specialized hospitals are in equity.

18. How well the hospital is equipped when compared to others? KMCH is well equipped with 800 bed multi disciplinary super specialty hospital. 50 medical disciplines managed by highly qualified and trained full time medical specialists providing round the clock service. KMCH is located on an 20 acres plot in a serene, clean and hygienic atmosphere. It has a very good ambience. The hospital is equipped with 11 operation theatres, and Super speciality procedures like Open heart surgeries and other Cardiac surgeries.

19. What is the message you give to HR students? HR is gaining momentum and importance. The message I would convey is, you should be always open, and there should be fairness and transparency in all your dealings. You should command respect from your employees, you should make sure that you are respected by your employees, for that all your dealings should be fair and transparent. If this is there you can come in life and can attain great heights

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5. OBSERVATIONS AND INTERPRETATIONS

The functions of HR Department in KMCH is similar to any other hospitals or to any other industries for that matter. The only factor that makes any difference between HR Departments of hospitals and other institution is Employee Retention. This is the major problem faced by them. This is because, since it is a hospital, employees witness the sufferings of the people daily. Its very rare to see the happiness in people`s face. Nurses, who are freshers, do not stay more than 2 or 3 years. Staffs get tired of this working environment and it leads to changing of working place. But for experienced staffs, the retention rate is very insignificant. Training of nurses and technicians are undertaken by HR Department, but for the senior doctors, they themselves are responsible. MIS plays a role here. The entire department is computerized. Attendances, Payroll etc. are also computerized. Employee attendance is recorded at online and at the end of the month this is used for the calculation of the salary. There is a huge amount of job opportunities available in medical field, but the major hurdle faced is the scarcity of skilled workers.

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6. CONCLUSION

It was a great experience for all of us in the team to conduct an interview and listen to the views and of an experienced HR manager. We are thankful to Mr. Dhinamani for spending his valuable time with us and enlightening us with the actual happenings at an industry level. This has given us a good insight on the practical side or the real time working of a HR department in an organisation and showed us what is the role played by the HR department.

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