Radiology DEPARTMENT of AMRI HOSPITAL BACHELOR of HOSPITAL MANAGEMENT Project Report Submitted By: OINDRILA HALDAR

Radiology DEPARTMENT OF AMRI HOSPITAL BACHELOR OF HOSPITAL MANAGEMENT Project Report Submitted by: OINDRILA HALDAR

FROM DINABANDHU ANDREWS INSTITUTE OF TECHNOLOGY & MANAGEMENT ROLL NO.: - 15403315015

PROJECT TITLE:

Radiology Department of AMRI Hospitals (Mukundapur)

CONTENT:

SERIAL NO. PAGE NO. ACKNOWLEDGEMENT 1 INTRODUCTION 2 OBJECTIVES 4 REVIEW OF LITERATURE 4-5 BROAD OVERVIEW 6 METHODOLOGY 7 HOSPITAL PROFILE 8 LOCATION OF VARIOUS DEPARTMENTS OF HOSPITAL 9 DATA COLLECTION ANALYSIS DISCUSSION 11-19 PROBLEMS IDENTIFICATION 20 RECOMMENDATION 21 LIMITATION 22 CONCLUSION 23 BIBLIOGRAPHY 24

Acknowledgement:

In this time of our training period in AMRI Hospitals (Mukundapur), we came in contact of some great personalities without whose support and help we self to gather knowledge about various functions of hospitals. I would like to express my special thanks of gratitude to: • Mr. Sounak Sengupta (HR Manager) • Mrs. Paromita Chottopadhay (Assistant HR Manager) • Mr. Shakti Pada Das (Radiology Manager) • Mr. Abhijeet Sinha(Guidance of Project) As well as our Principal,Dr.Sanjukta Nandyof DINABANDHU ANDREWS INSTITUDE OF TECHNOLOGY & MANAGEMENT (KOLKATA), to gave me the golden opportunity to do this internship in AMRI Hospitals (Mukundapur), I came to know about so many new things. I am really thankful to them.

1 INTRODUCTION:

AMRI Hospitals Mukundapur started as the first boutique multi super speciality healthcare facility in Eastern India. AMRI Hospitals Mukundapur is comprehensive healthcare treatment facility equipment with state-of-the art International standard equipment. The unit is currently functioning as a 175 bedded multi super specialiy hospital. The best aspect about the hospital is the soothing ambience at per International Standards and highly professional staff who manage the latest technology.

2 Objectives:

The main objectives of my projects are as follows:- ❖ To know about this hospital facilities. ❖ To know the different packages provided in hospital. ❖ To identify the problems. ❖ To read the patient satisfaction rate. ❖ To know the fault of this hospital in providing quality services. ❖ To know the speciality of this hospital. ❖ To know how this hospital is managed.

3 REVIEW OF LITERATURE

BMC Health Serv Res. 2017; 17: 441. Published online 2017 Jun 26. Doi: 10.1186/s12913-017-2384-z PMCID: PMC5485707 PMID: 28651581

Patients’ satisfaction towards radiological service and associated factors in Hawassa University Teaching and referral hospital, Southern Ethiopia Teshome Mulisa, Fasil Tessema, and Hailu Merga

Abstract

Background Patient satisfaction, one of the main components of quality of care, is a crucial phenomenon for the overall health care delivery system. Even though a number of studies have been conducted about patient satisfaction in different health services, studies in radiology services are flimsy in Ethiopia. This study aimed at assessing patient satisfaction towards radiological service and associated factors in Hawassa University Teaching and Referral hospital.

Methods An institution based cross-sectional study was conducted among 321 adult patients presented for radiological service in the study area using stratified sampling technique. Patient satisfaction was measured using SERVQUAL (Service Quality) tool that consisted of seven items: accessibility, quality of radiological service, courtesy of radiology staff, existence of good communication with service provider and desk worker, physical environment and privacy technique. Exit interviews of patients were conducted using a structured and pretested questionnaire. Data was collected by three grade ten completed trained data collectors from May 12 to May 28, 2016. Multiple logistic regressions were used to identify independent factors associated with patient satisfaction on radiological services using SPSS version 21.

Results The overall patient satisfaction towards radiological service was 71.6%. Satisfaction to accessibility of the service was 84.5% while it was 80.6% to courtesy of the staff. Similarly, 81.6% reported satisfied with quality of the service and 59.4% and 71% of reported satisfied with physical environment and radiological service provider respectively. On the other hand, 99.7% of the respondents were dissatisfied with privacy of the service. The study revealed that patients who attended primary school (AOR = 0.317, 95% CI: 0.11–0.88), unemployed patients (AOR = 0.067, 95% CI: 0.007–0.622) and patients who had short waiting time to enter into examination room less than one hour (AOR = 4.12, 95% CI: 1.4–11.62) were factors associated with patients satisfaction.

Conclusion This study found that majority of respondents was satisfied with the radiological services. Respondent’s education level, occupation as well as duration of time taken to enter into examination room were important factors influencing the satisfaction condition. Hence, concerted effort is needed to constantly improve on patient satisfaction to better radiology returns arising from improved patient patronage. It is recommended to give great care and attention to clients during radiological examination procedure and also suggested that the department should decrease time taken to enter into examination room. On the other hand, the reasons behind more educated clients were less satisfied with radiologic service than more educated respondents need further investigation. Keywords: Patient’s satisfaction, Radiological services, Associated factors, Ethiopia

5 BROAD OVERVIEW

Radiology represents a branch of medicine that deals with radiant energy in the diagnosis and treatment of diseases. This field can be divided into two broad areas – diagnostic radiology and interventional radiology. A physician who specializes in radiology is called radiologist. The outcome of an imaging study does not rely merely on the indication or the quality of its technical execution. Diagnostic radiology specialist represents the last link in the diagnostic chain, as they search for relevant image information to evaluate and finally support a sound diagnosis.

6 Methodology

Primary Data refers to data that has not been processed. Primary data needs to undergo processing such as selective extraction, organization, and sometimes analysis and formatting to make it presentable.

Secondary Data refers to data that was collected by someone other than user. Secondary data analysis can save time that would otherwise be spent collecting data and, particularly in case of quantitative data, can provide lager and higher- quality databases that would be unfeasible for any individual researcher to collect on their own.

7 Hospital profile:

Location: -It is located near the Eastern Metropolitan Bypass and adjacent to Birla High School (Mukundapur) and behind the Metro Cash &Carry. Vision: -Be cherished as the best place to come for care and the best place to work. Mission:-To provide healthcare services maintaining accountability in a responsible manner which contribute to the physical, psychological, social and spiritual well being of the patients and community, which we serve. To participate in the creation of healthier lives within the community is conforming to the requirements of our patients and customers round the clock and constantly measuring and striving to improve the outcomes of our care and service. To create and sustain a work environment in which all participants are empowered and committed to continual quality improvements; confirming the values of participation, acknowledgement, accountability, teamwork, integrity and respect. Create the national model of care through relentless pursuit of unparalleled quality & value to the entire satisfaction of patient, customer and staff. To carry on educational and research activities related to the provision of care to the sick and injured or related to the promotion of health and continually rethink, reshape and redefine solutions to healthcare challenges.

Quality Policy: -We at AMRI are committed to provide quality health care to our beneficiaries. We shall achieve this by: • Identifying and meeting their needs and expectation. Complying with the benchmark of national and global level of practices through continual development, improvement and training.

• Remaining committed to ensure that a transparent quality system, as per the requirement of accreditation authority and appropriate to the purpose of the organization is understood and implemented at all levels.

8 Location of various departments in

hospital:

The departments of AMRI Hospitals Mukundapur in every floor are given below:

• Basement: Accounts, CSSD, Call Center, Conference Room, Management Patient Service, HRM&D, House Keeping/Linen, IBMS, Medical Record Department, Maintenance, Audit Room, RO, Water Plant, BMW, Growth and Development.

• Ground Floor: Admission, Ambulance, AVP, AHU, CT Scan, Emergency, Radiology/X-ray, TPA, VIP Area, Billing, Insurance/TPA, Medical Counseling, Podium, Help Desk.

• First Floor: Dentistry, Eye, EEG/EMG, ENT, TMT/Echo- Cardiology, Breast Center, OPD, Sample Collection, USG,VIP Area, Feeding Room, Ayurveda, Ahu.

• Second Floor: Blood Bank Help Desk, Doctor’s Room, Laboratory, Library, Nursing Station, OT, Pantry, VIP area, Floor Manager, NICU, NICU Isolation, SCBU, Delivery Suite, Labor Room, department of Neonatology, AHU.

• Third Floor: Floor Manager, AHU, Pantry, Nursery, Doctor’s Room, VP Area, PICU, Semi Deluxe Room, Women’s Ward(EYE), PICU, Isolation, ICU,HDU.

• Fourth Floor: Floor Manager, Doctor’s room, Dialysis, Nursing Station, Pantry, Pediatric, General ward(Male), Semi Deluxe Room, AHU, VIP Area.

• Fifth Floor: Floor Manager, Gastroenterology, Nursing Station, Doctor’s room, Pantry, VIP Area, Royal Suite, Executive Suite, Deluxe Room, General Ward(Male), AHU.

• Sixth Floor: Floor Manager, Doctor’s Room, Nursing Station, Pantry, VIP Area, Royal Suite, Executive Suite, Deluxe Room, AHU.

• Top Floor: Chiller Plant, Food & Beverage, Dietitian.

DATA COLLECTION

DATA ANALYSIS:

NO. OF PERCENTAGE PATIENTS EXCELLENT 50 50% GOOD 30 30% AVERAGE 10 10% NEEDS IMPROVEMENT 8 8% POOR 2 2% TOTAL 100 100%

EXCELLENT

GOOD

AVERAGE

NEEDS IMPROVEMENT

FIG.:- EASE OF CONTACTING HOSPITAL THROUGH TELEPHONE

NO. OF PERCENTAGE PATIENTS EXCELLENT 40 40% GOOD 50 50% AVERAGE 8 8% NEEDS IMPROVEMENT 2 2% POOR 0 0% TOTAL 100 100%

EXCELLENT

GOOD

AVERAGE

FIG.: - HELP DESK/ENQUIRY SERVICE

NO. OF PERCENTAGE PATIENTS EXCELLENT 0 0% GOOD 8 8% AVERAGE 2 2% NEEDS IMPROVEMENT 40 40% POOR 50 50% TOTAL 100 100%

GOOD

AVERAGE

NEEDS IMPROVEMENT POOR

FIG.: - REGISTRATION & BILLING SERVICE

NO. OF PERCENTAGE PATIENTS EXCELLENT 0 0% GOOD 8 8% AVERAGE 2 2% NEEDS IMPROVEMENT 40 40% POOR 50 50% TOTAL 100 100%

GOOD

AVERAGE

NEEDS IMPROVEMENT POOR

FIG.:- WAITING TIME FOR CONSULTATION

14 NO. OF PERCENTAGE PATIENTS EXCELLENT 0 0% GOOD 8 8% AVERAGE 2 2% NEEDS IMPROVEMENT 40 40% POOR 50 50%

TOTAL 100 100%

GOOD

AVERAGE

NEEDS IMPROVEMENT POOR

FIG.:- EXPERIENCE WITH YOUR DOCTOR

NO. OF PERCENTAGE PATIENTS EXCELLENT 0 0% GOOD 8 8% AVERAGE 2 2% NEEDS IMPROVEMENT 40 40% POOR 50 50% TOTAL 100 100%

GOOD

AVERAGE

NEEDS IMPROVEMENT POOR

FIG.:- ANCILLARY SERVICE

NO. OF PERCENTAGE PATIENTS EXCELLENT 0 0% GOOD 6 6% AVERAGE 10 10% NEEDS IMPROVEMENT 30 30% POOR 54 54% TOTAL 100 100%

EXCELLENT

GOOD

AVERAGE

NEEDS IMPROVEMENT

Fig.:- STAFF BEHAVIOUR & RESPONSIVENESS

NO. OF PERCENTAGE PATIENTS

EXCELLENT 0 0%

GOOD 6 6%

AVERAGE 10 10%

NEEDS IMPROVEMENT 30 30%

POOR 54 54%

TOTAL 100 100%

EXCELLENT

GOOD

AVERAGE

NEEDS IMPROVEMENT POOR

Fig.: -SECURITY & HOUSEKEEPING SERVICES

18 NO. OF PERCENTAGE PATIENTS

EXCELLENT 0 0%

GOOD 6 6%

AVERAGE 10 10%

NEEDS IMPROVEMENT 30 30%

POOR 54 54%

TOTAL 100 100%

EXCELLENT

GOOD

AVERAGE

NEEDS IMPROVEMENT

Fig.:- WAITING AREA & OVERALL CLEANLINESS

19 Problem identification:

1. Lot of patients and their family members were not cooperative. 2. There is so much of hassle to coordinate with other department. 3. There is no room for mammography. 4. There is difficult to communicate with other departments. 5. The communication between technician and nurse is not correct. 6. There technician join the duty late and leave the duty in the correct time. 7. In USG & X-ray there is no coordinator. 8. The service of housekeeping is not good.

Recommendation:

❖ To improve the house keeping system.

❖ There should be one more room for USG.

❖ There should be one more radiology coordinator.

❖ The communication between technician and nurse should be improved. ❖ There should be one room for mammography.

❖ The technician should join and leave the job in the correct time.

21 Limitations:

❖ The studies will be more prominent if it has been taken more time.

❖ The result and analysis is based on the patients and their family members who came in the hospitals are very small size of only 1000, which is not very sufficient to deliver very accurate results.

❖ Some respondents have not given the answers properly in some questions i.e. personal manner of nurse and stuffs, quality of pharmacy, quality of infrastructure.

22 Conclusion:

Being a student, I am very much satisfied to work in such a hospital which is working dedicatedly to set up a best health care delivery system. It is a hospital where the patient is the first priority & it take pride in treating the patient & caring them as an individual. The experience will help me in my future & it will be effective in the field of my further service.

23 Bibliography:

• Websites: AMRI Hospital Kolkata: http://www.amrihospitals.in/

• Websites: https://en.wikipedia.org/

THANK YOU