OBM752 Hospital Management Dept of ECE 2022-2023

UNIT I OVERVIEW OF HOSPITAL ADMINISTRATION

PART A
1. List the factors responsible for the development of hospitals.

The following factors played important role in the development of hospitals.

Advances in Medical Sciences
Development of Technological Sophistication and Specialization
Development of Professional Nursing
Advances in Medical Education
Contribution by Industrialist
Support by Health Insurance
Role of Government

2. Write the main functions of the hospital management system.

The main functions of the hospital management system include the following
vital points.
The hospital management system organizes the stable functioning of daily tasks
and interactions.
Hospital Management System is a special tool to support the smooth operation of
the software components that are vital for the clinic administration.
The hospital records management software keeps track of all the operations,
stores the users’ data, performs its analysis, and generates reports.

3. Sketch the outline of the Components of functions of Hospital administration.

4. Elucidate the role of IT in Hospital Planning.

Due to government incentives for fully meaningful Electronic Medical Records
system (EMR System), hospitals need to integrate IT throughout the entire facility.
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Preparation for this included coordinating an array of data closets, support spaces and
infrastructure for the EMR upgrade that would integrate current and future medical
planning of campus and hospital buildings.
5. How does teamwork management pave way for a successful hospital?
Facilitating teamwork and collaboration is essential for managing a successful
hospital.
Managers can influence innovative teamwork by:
Preparing, summarizing, and formatting information for staff consumption.
Serving as a mediator between goals, strategies, and day-to-day activities.
Promoting innovative operational approaches
Healthcare managers oversee team initiatives, especially frontline employees. Such
teams collaborate to resolve patient and workflow issues. Thus, managers bridge
informational gaps that ensure innovation reaches the right outlets.
6. Write down the importance of functional planning with strategic principles.
Functional planning is the continual analysis, planning, and monitoring required
to successfully meet goals and objectives. A typical strategic management process
generally, includes four components.
1. Analysis and assessment – analyze the current and internal environment
assessment
2. Strategy formulation – develop the strategic plan
3. Strategy execution – translate the plan into tactical plans and actions
4. Evaluation – conduct ongoing evaluation of performance to strategy
7. Write the Impact of Regulations on Hospital Planning and Designing.
Patient safety is the reason for all the regulations, codes, standards, etc., and to that end,
they do serve a good purpose. But most of the regulations, codes, and standards are very
prescriptive, meaning that they tell the designer what to do and, in many cases, how to
do it. This method of prescriptive regulation can limit or eliminate innovation in
healthcare design. Additionally, there are so many regulations, rules, codes, and
standards that once they are all found, read, understood, and applied, the design can be
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extremely complicated and costly. The designer needs a research team to vet out all the
regulations before starting the project.

8. Enlist the Steps for designing the Hospital Planning.

Need Assessment

Feasibility Report

Architects brief

Request for Proposal

Appointment of Consultant

9. Write the Principles of Hospital Planning.

Protection from unwanted and unnecessary disturbances to help speedy recovery

Separation of dissimilar activities

Control the nurse’s station should be positioned strategically to enable proper

monitoring of visitors entering and leaving the ward, infants, and children should

be protected from theft and infection, etc.

Circulation all the departments, yet keep the mall together, separate types of

traffic, yet save steps for everybody; that is all there is to hospital planning

10. Explain the classification of hospitals based on ownership.

The ownership-based classification includes the subtypes namely,

Public Hospital (Government hospital), these hospitals are owned and managed by
government and/or autonomous bodies e.g., Civil Hospital, Sargodha, Pakistan Institute
of Medical Sciences, National Institute of Child Health, etc.
Private Hospitals (Non- Government hospitals), Owned by private people or
entrepreneurs, can be further classified into.
a) Commercial
b) Non-profit
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11. State the code of medical ethics in Hospitals.

Hospital administration must keep all details about the latest happening in the field of
laws related to medical practice. It is the duty of hospital administration to maintain an
ethical environment in the hospital. Hospital administration should draft rules, methods,
and Standard Operative Procedures (SOP) for each member of an organization.
Wherever a conflict of interest between the patient and the provider arises, ethics in
healthcare demand that the decision comes down on the side of the patient. Providing
the appropriate care, treatment, and safety of patients is the guiding principle of the code
of ethics in healthcare.
12. What is primary health care?
Primary care providers may be doctors, nurses, or physician assistants. Primary
healthcare is the first level of contact with individuals, the family, and the community,
where essential healthcare is provided. As a level of care, it is close to the people, where
most of their health problems can be dealt with and resolved.
13. List out the managerial tips for Hospital Administration.
i) Planning
ii) Organizing
iii) Staffing
iv) Directing
v) Controlling
vi) Coordinating
14. List out the types of hospitals according to the Directory of Hospital.
The hospitals are increasing in number, width, and length. There are different
bases on which the hospitals are classified as:
(a) Ownership (b) Therapy System
(c) Hospital Directory (d) Size
(e) Clinical Criteria (f) Level of Care
(g) Teaching Facilities (h) Accreditation
(i) Gender (j) Length of Stay.
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15. What are the major four functions of the hospital?

• To provide care for sick and injured

• Training of physicians, nurses, and other personnel
• Prevention of diseases and promotion of health
• Advancement of research in scientific medicine
16. What are the challenges in Hospital Administration?
Some of the challenges professionals in healthcare administration face today include :
Ensuring effective, efficient healthcare services for communities
Shortages of nurses and other healthcare workers
Concern for the safety and quality of healthcare services
Rising healthcare costs
An aging population
Rapidly changing medical terminology and practice
17. State the ethics to be followed by physicians.
Hospitals have been classified in many ways. The most accepted criteria for the
classification of modern hospitals are:

• Length of stay of patients (long term / short term)

• Clinical basis
• Ownership control basis
18. List various types of management in hospitals.

• Central Government / Government of India

• State Government
• Local Bodies
• Private
• Autonomous Body
• Voluntary Organizations
• Corporate Body
19. What are the responsibilities of a Hospital Administrator?

• Organise hospital service

• Oversee hospital development
• Use financial acumen
• Maintain documentation
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• Monitor stock levels

• Managing staff
• Ensure compliance
• Assist with recruitment and training
• Serve as a liaison
• Coordinate staff scheduling
20. List the steps followed in equipment planning process.

PART – B
1. Define Planning. Explain the principles of Hospital Planning.
Ans: Hospital Planning:
Planning is the process of determining in advance what should be accomplished
when by whom, how, and at what cost. Planning is an important skill for Health
Extension Practitioners because it is a key management function for all health workers
and health managers. In other words, Planning is forecasting and thinking about things
that may happen in the future. In hospital management, you need to plan to have a clear
understanding of what needs to be done and why you need to do it. Furthermore, it helps
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you to prioritize health problems so that limited resources are used for actions that will
bring the most benefit.
The success of Hospital Planning includes the following key points:
Planning is the forecasting and organizing of the activities required to achieve the
desired goals.
All successful hospitals, without exception, are built on a triad of good planning,
good design & construction, and good administration.
To be successful, a hospital requires a great deal of preliminary study and planning.
It must be designed to serve people.
It must be staffed with a competent and adequate number of efficient doctors, nurses,
and other professionals.
Strong management essential for the daily functioning of a facility; must be included
in the plans of a new hospital.
Hospital building differs from other building types in the complex functional
relationship that exists between the various parts of the hospital.
Apart from providing the right environment for patients and care providers, it should
also be sensitive to the needs of visitors.
It is thus imperative to examine the emerging issues, analyse the challenges,
appreciate the emerging trends, and study the various strategic options available for
planning, designing, and constructing a hospital.
A hospital is made up of many different departments, having different functions,
but all these must be in due proportion, in relation to each other and to the environment.
The design of appropriate health and health facilities for large populations requires an
overall understanding of the culture, specific health issues, and available health
professionals before appropriate facilities can be successfully planned, programmed,
designed, built, operated, and maintained.
The by-products of administrative data can be used and are used for a multitude of
purposes as follows:
a) planning of services including workforce and staffing
b) needs assessment
c) disease registers
d) medical and nursing education planning
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e) clinical audits and confidential inquiries into deaths

f) epidemiological studies
g) child health immunizations, screening
Important Guiding Principles for Hospital Planning
These principles were developed in the context of the hospital system but have
relevance and usefulness to hospital planning in India and other countries.
(i) Patient care of high quality:
Patient care of high quality should be achieved by the hospital by adopting the following
measures.
1. Provision of appropriate technical equipment and facilities necessary to support the
hospital’s objectives.
2. An organizational structure that assigns responsibility appropriately and requires
accountability for the various functions within the institution.
3. A continuous review of the adequacy of care provided by physicians, nursing staff,
and paramedical personnel and of the adequacy with which it is supported by other
hospital activities.
(ii) Effective community orientation:
Effective community orientation should be achieved by the hospital by adopting the
following measures:
1. A governing board made up of persons who have demonstrated concern for the
community and leadership ability.
2. Policies that assure the availability of services to all the people in the hospital’s
service area.
3. Participation of the hospital in community programs to provide preventive care.
4. A public information program that keeps the community identified with the hospital’s
goals, objectives, and plans.
(iii) Economic viability:
Economic viability should be achieved by the hospital by taking these measures:
1. A corporate organization that accepts responsibility for sound financial management
in keeping with a desirable quality of care.
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2. Patient care objectives that are consistent with projected service demands, availability
of operating finances, and adequate personnel and equipment.
3. A planned program of expansion based solely on demonstrated community need.
4. A specific program of funding that will assure replacement, improvement, and
expansion of facilities and equipment without imposing too much cost burden on patient
charges.
5. An annual budget plan that will permit the hospital to keep pace with the times.
(iv) Orderly Planning:
Orderly planning should be achieved by the hospital through the following.
1. Acceptance by the hospital administrator of prim responsibility for short and long-
range planning, with support and assistance from competent financial organizational,
functional, and architectural advisors.
2. Establishment of short and long-range planning objectives with a list of priorities and
target dates on which such objectives may be achieved.
3. Preparation of a functional program that describes the short-range objectives and the
facilities, equipment, and staffing necessary to achieve them.
(v) Sound architectural plan:
A sound architectural plan should be achieved by the hospital through the following:
1. Engaging an architect experienced in hospital design and construction.
2. Selection of a site large enough to provide for future expansion and accessibility of
population.
3. Recognition of the need for uncluttered traffic patterns within and without the
hospital for the movement of hospital staff, patients, and visitors and for efficient
transportation of supplies.
4. An architectural design that will permit efficient use of personnel, interchangeability
of rooms, and provide flexibility.
5. Adequate attention to important concepts such as infection control and disaster
planning.
(vi) Medical technology and planning:
Developments in medical technology are taking place so rapidly that now the use of
sophisticated technology determines professional status.
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The diffusion of medical technology vis-a-vis the shortage of resources constantly plays
on the minds of planners.
Even in western countries, “rational” planning for medical technology is an evasive
subject. The workshop on problems of planning health services in urban areas in Europe
felt that rational planning is aided by a hospital hierarchy of specialization, and by
national review agencies which have strong links with similar agencies in other
countries.
The Principles of Hospital Planning include
Protection from unwanted and unnecessary disturbances to help speedy recovery
Separation of dissimilar activities
Control the nurse’s station should be positioned strategically to enable proper
monitoring of visitors entering and leaving the ward, infants, and children should be
protected from theft and infection, etc.
Circulation all the departments, yet keep them all together, separate types of traffic,
yet save steps for everybody; that is all there is to hospital planning.
2. Explain the Hospital Equipment: Planning, Scheduling, and Maintenance.
Ans: Equipment Planning:
Equipment Planning is a specialized process and requires not only a clear
understanding of the clinical need but also an intricate knowledge of budgeting,
architectural design, and building processes.
Medical equipment is a vital component in healthcare delivery. Equipment is a
major part of the project planning process. Usually, 40 % of the total project cost
involves 20 % -M&E related equipment and 20 % -medical equipment cost.
Equipment planners are highly qualified equipment managers who are generally
part of an equipment management group responsible for the overall management of the
FF&E process. The ultimate objective is to ensure all products selected are fit for
purpose, within budget, procured, delivered, and commissioned in accordance with the
project’s build program.
A common format is to simply classify them as groups 1, 2, and 3. Depending
on the requirements of the project, the equipment planner may be required to manage
either the medical only or both the medical and non-medical equipment.
To bring the best information on healthcare equipment and related management
to the project team, an equipment planner should ideally be engaged, no later than the
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project’s design phase Some value can also be added by having an equipment planner
involved in the master planning phase.
Equipment Planning Process:
Medical equipment planning is an ongoing and iterative task that evolves throughout
the lifecycle of a project and beyond into ongoing operations. The best time to bring a
medical equipment planner onto a project is at the inception stage. This way, functional
programs, and business cases can accurately depict the current and future demographic
and clinical needs with viable technology, equipment and costing options.

The equipment planning process involves the following nine steps. Each step with its
roles is briefed below one by one.
1. Equipment scope identification
a) Preparation of equipment brief of the requirement
b) Both fixed and loose equipment requirement
c) Equipment shall be the latest technology
d) Equipment specification
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e) Incorporation of ICT requirement

f) Determination of estimated cost
2. Project approval
Approved project cost inclusive of loose equipment cost.
Project cost = Building Cost + Loose Equipment Cost
3. Pre-Implementation
The pre-implementation task includes the followings,
a) Value management conducted to match equipment scope and equipment costing
b) Adequate for function
4. Implementation
a) Evaluation of contractor proposal
b) Analysing both fixed and loose equipment proposals with the specifications of
quantity, distribution, and specification of the latest technology
c) Preparation of non-conformance report for the fixed and loose Equipment
Documents.
5. Implementation / Construction
Pre-Procurement Process before Eq Procurement
a) Room data interaction – equipment requirement inputs (fixed & lose equipment)
b) Receive Technical Specification Adherence (TSA) from PWD for procurement
c) Selecting the equipment
i. TSA approval
ii. Consultation (HOD, clinicians, medical staff, technical staff, etc)
iii. Interaction between project team /contractor/supplier
iv. Product presentation/factory visit
6. Implementation / Construction
Procurement Process
a) Procurement is carried out at 50 – 60 % of project progress
b) Building is ready to accommodate placement/storage of equipment
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7. Testing & Commissioning

a) Testing & commissioning of medical equipment (fixed & loose items)
b) Inventory counting
c) User training
8. Handing over
a) Assets registration - equipment inventory.
b) Equipment listing – Bill of quantity (room by room, departmental)
c) Associated documents -warranty, manual, license
9. Post-Construction
a) Defect liability period is either 12 / 24 months (from the date of practical completion)
b) Defect identification and rectification
c) Schedule maintenance shall be performed
3. Explain the challenges of Hospital Administration.
Ans: Over the last century, hospital administration has witnessed dramatic changes:

• Hospitals have become large, complex organizations

• Technology has advanced exponentially
• Healthcare financing has moved from private pay to a complex, third-party
reimbursement system
• Government has taken on a larger role in healthcare delivery
Despite these significant changes, the field continues to focus on the business and
financial aspects of hospitals, clinics, and other health services, with particular focus
placed on efficiency and financial stability.
The primary roles of today’s professionals in healthcare administration include:
• Human resources management
• Financial management
• Cost accounting
• Data collection and analysis
• Strategic planning
• Marketing
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• Maintenance functions of the organization

• Providing the most basic social services: the care of dependent people at the most
vulnerable points in their lives.
• Maintaining the moral and social order of healthcare organizations
• Serving as patient advocates
• Serving as arbitrators in situations where there are competing values
• Serving as intermediaries for the various professional groups practicing within
the organization
Some of the challenges professionals in healthcare administration face today include:
• Ensuring effective, efficient healthcare services for communities
• Shortages of nurses and other healthcare workers
• Concern for the safety and quality of healthcare services
• Rising healthcare costs
• An aging population
• Rapidly changing medical terminology and practice
Some areas in which hospital effectiveness is being questioned and the role of
an administrator is under stress, include:
a) Organisation structure
b) Technology management
c) Manpower utilisation
d) Sharing of power in decision-making
e) Patient care-quality management
f) Cost and financing of operations
g) Leadership and motivation
h) Information technology
i) Marketing of hospital services
a) Hospital organization:
No two hospitals are alike-this will be reflected in the organizational structure. The
ideas and outlook of management, the type of services, and the relative skill of
personnel, will all have a bearing on the structure of the organization. Due to various
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factors in a government department, the organization structure tends to become

unrelated to the goals of the organization, and the administrator’s freedom to organize
is seriously curtailed. The organization structure is expected to provide a sound
framework for management; however, the present structure is identified as a stumbling
block and it has become necessary to reorganize to achieve clarity of responsibility and
accountability. There is centralization of authority, generally remote from the point
where tasks are performed. Authority is vested in a position without clear
accountability. For example, the administrators have little control over staffing, and the
selection of people who constitute their work group.
Due to increased specialization, changing technology, and increased
expectations of consumers and employee hospitals require better coordination and
organizational adaptability. The administrator's expertise is that of an integrator
structuring the perceptions among producers, and between producers and consumers so
that change can be affected without destroying organizational integration.
Therefore, there is a need for an organizational structure and a system for the
performance of various activities, which can be regulated through process control
methods.
b) Technology management:
Technology management is posing a great challenge to hospital management. The
continuous process of technological advancement, particularly in the field of diagnostic
and therapeutic services, often leads to conflicting situations between the health care
providers and the expectations of the community. The cost-benefit analysis of
technology by the hospital management in terms of hospital size, location, morbidity
status of a population, budget, mission, and management of the technology in terms of
quality improvement is critical to the hospital's success. Hospitals’ desire to update
technology to be competitive among the health care organizations should always be
weighed with the benefit to the organization and the improvement of quality of care for
the community.
c) Manpower utilization:
Hospitals are labor-intensive organizations. Human resources with an adequate level of
education and skill when properly motivated to work with zeal and confidence can only
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achieve good results. The reasons for poor capacity utilization are
• Outdated recruitment rules,
• Education and experience standards not commensurate with the present-day
requirement
• Lack of organized on-the-job training and in-service training for growth and
development.
• Departmental policy.
• Duties and responsibilities for each grade are not specified resulting in
overlapping of functions.
• Poor motivation due to poor managerial leadership.
• Unsuitable organisation climate conflicts
• No grievance procedure and lack of facilities.
Therefore, there is a need for good executive leadership to attend to personnel
management for optimum capacity utilization and to prevent frequent turnover of
trained manpower.
d) Sharing of power:
There are multiple lines of authority in the complex, modem hospital. A delicate
balance of power exists which is frequently shifting. Authority lines can be considered
as checks and balances within the organization. Power is synonymous with exercising
influence and control over a situation, and it is that force when used causes a change.
The hospital governing body is responsible for monitoring the quality of care
rendered in the hospital by the medical staff. The medical staff has the overall
responsibility for the quality of medical care provided to patients. The hospital
administrator must ensure the availability of resources required for medical care and the
efficient operation of different departments directly or indirectly providing medical care
services. Hospital is, therefore, a functional organization with three lines of authority.
The administrator should empower his subordinates through the following methods:
a) Delegation of authority to take decisions
b) Involvement of employees at all levels of the decision-making process
c) Provide resources men, materials, finance, system design, rules, and procedures
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d) Provide developmental opportunities

e) Trust employees
f) Sharing information
g) Recognition and rewards
h) Empowerment of teams.
The need for empowerment for willing cooperation and performance of tasks cannot be
over-emphasized. This will help in process control and in determining the causes of
success or failure.
e) Patient care:
Quality of care refers to the degree of excellence of the medical care delivered
whether it meets or exceeds the accepted standards. However, the criteria necessarily
change with improved efficiency related to technological advancement. It is the moral
as well as legal responsibility of the owner of the hospital to ensure that the interest of
the patient is safeguarded, and appropriate measures are taken to monitor and improve
quality and patient safety at a reasonable cost to the satisfaction of the patient.
The measurement of quality of service poses many problems, as it is not possible
to establish accurate standards of judgment. Yet we need to have some means of
evaluating the service for only then the efficiency of performance and in turn, the
community benefit can be assessed.
The medical care service quality evaluation program should be so designed that
the adequacy of the structure, the process of medical care delivery, and the impact on
the beneficiaries can be assessed in quantitative and qualitative terms and correlated
with cost.
f) Cost and financing operations:
In your hospitals, there is a perpetual problem of scarcity of resources. The cost of
manpower and material resources, and the cost of operation of facilities have increased
manifold. Therefore, it is essential that all those who are engaged in hospital activities
and not only in hospital management must be made responsible for reducing/controlling
the cost of operation of activities. Responsibility of such nature cannot be imposed, but
it must be introduced in a manner acceptable to the people. Therefore, working out an
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acceptable cost-containment strategy for hospitals is a problem requiring urgent

attention.
g) Leadership and motivation:
The administration of modem hospitals has become a demanding profession because of
Its increasing complexity. There is an urgent need for high-quality management of our
hospitals as in any other industry. A fully trained hospital administrator can only ensure
optimum and economic utilization of resources, prevent underuse/overuse of facilities,
standardize hospital rules and procedures and collect data for evaluation of
performance. The hospital administrator should pursue the twin aims of efficiency and
effectiveness. The deficiency of trained administrators particularly for larger hospitals
is posing a problem in the management of the hospital.

h) Information technology:
Scientific management is recognized as the key to the success of an enterprise.
By now you know that management is the effective use of human, financial, and
material resources to achieve the organizational objective through the managerial
functions of planning, organizing, staffing, leading, and controlling. The information
system is the most vital for performing all managerial functions as it provides the
required information to each level of management, at the right time, in the right form,
and in the right place, so that decisions are made efficiently and effectively. The
framework of the hospital information system should be so organized that there is rapid
and regular feedback of information.
A vast amount of information is available in the hospital to enable an objective
assessment of the hospital service and to compare the performance of one hospital with
that of another. The main problem is the collection, compilation, and presentation of the
basic statistical facts in a more acceptable and digestible form. Therefore, the system of
collection and presentation of "Hospital Operational Statistics" and "Hospital Morbidity
Statistics" should be standardized.
i) Marketing of hospital services:
Marketing has since been recognized as one of the core activities in hospital
management, particularly in private hospitals. Hospitals that concentrate on the
treatment of diseases are gradually undergoing a change to health management.
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Marketing should not only stop at bringing in patients but also be extended to develop
a permanent image within the minds of people by building lasting relationships. With
health insurance gaining importance and the recent proposal by the government to
privatize health insurance a new challenge is faced in marketing hospital services. The
hospital administrator should now be familiar with health insurance policies, diseases
covered, cost of adopting the scheme, reimbursement policies and attracting potential
customers, and to take care of a patient within the stipulated period and cost.
4. Explain in detail how ethics are followed in Hospitals with various personnel.
Hospital ethics refers to a set of moral values and principles to be used for
decision-making in the field of medicine. Read on to know about the ethical issues faced
by the healthcare industry in medical research and hospital management.
Ethical issues in the health sector should be dealt with a lot of care and concern.
Having a written, well-defined code of ethics and training healthcare professionals to
adopt patient welfare as their primary responsibility while making decisions, can help
in resolving ethical issues that arise in the healthcare industry.
More than any other industry, issues that deal with patients and their welfare are
of utmost importance in the healthcare industry. This is because, people in this industry
deal with such situations and circumstances, every day, which have a direct bearing on
another person’s life. That is why, it is mandatory for all healthcare organizations to
have an ethics committee, a written code of ethics, policies or procedures that govern
right conduct, so that the interests of all the parties, whether the patient, his family
members, the organization itself, caregivers, and the community itself, are properly
investigated and balanced out.
Here is a list of ethical issues facing healthcare systems, and pertaining to both
management and medical research, which the industry is currently contemplating:
Exercise confidentiality: One of the most important ethical issues in the medical field
is confidentiality – the protection of patient information, which is both private and
personal and the conversations between a doctor and a patient. Earlier, patient medical
records were accessible to anybody and everybody, this however is no longer the
situation. The majority of hospitals these days safeguard the confidentiality of patient
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information. Also, physicians should be sensitive enough not to reveal their discussions
with patients.
Prevent the transmission of diseases: An ethical concern of many healthcare
executives, doctors and nurses is to protect themselves from the dangers of acquiring
communicable diseases from patients, especially if the patient history is unavailable for
some reason. Although, healthcare professionals do have a right to protect themselves
from the various pathogens that might be transmitted by the patients to them, however,
at the same time they must take care not to make the patients uncomfortable by making
these protective measures very apparent.
Avoid aggressive marketing practices: While marketing and promoting the services
of hospitals, care should be taken that the hospital authorities and marketers maintain
certain standards, guidelines, and ethics. Marketing, in no way, means aggressively
promoting and recommending such services to the patients which they may not even
require. So, this should be avoided. Profit-making is essential but is not the be-all and
end-all of healthcare marketing and management.
Provide authentic information: To deal with ethical issues in healthcare marketing,
the hospital authorities should make sure that the information they provide through
advertising is totally accurate and correct. The advertisements should not be misleading,
rather the welfare of patients should be the primary objective in the healthcare industry.
Safeguarding patient welfare: Lastly, a healthcare professional should not forget his
main motive, i.e., safeguarding and promoting the welfare of patients by being honest
with them. Under no circumstances should a healthcare professional discriminate
against patients based on caste, creed or colour, compromise patient care or place his
own interests above a patient’s welfare.
5. Distinguish between hospital and industry.
In some respects, it is very similar to what we do in any industry – identify key
traits and competencies and configure selection tools that will predict which candidates
will succeed.
In fact, as hospitals look to other industries for solutions to their challenges, like
adopting 'lean' management approaches, we have the advantage of applying what we’ve
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learned in the manufacturing, distribution, retail, and customer service sectors.

Certainly, our approach to legal defensibility remains the same. Beyond these, however,
healthcare is different in many respects:
1. Complexity – Hospitals tend to have very complex organizational structures
compared to their overall size. A 400-bed hospital might have over 1,000 different job
titles.
2. Highly trained professionals – A large portion of the workforce- physicians, nurses,
allied health, and many technical positions, are highly trained and have a high level of
autonomy. Many have performance criteria defined by the profession and by state and
national testing and licensing bodies.
3. A fragmented organization structure – An auto manufacturer designs the entire
workforce around the production of the car. Hospitals, only recently, have begun to take
a service line or patient-centered approach to organizational structure, built around the
patient experience. Historically, a hospital is built around relatively independent
departments, each with a great deal of autonomy.
4. De-centralized and disparate hiring processes – This autonomy often fosters a
decentralized and inconsistent approach to recruiting and hiring. Nursing has its
approach, other departments do something else, and physician hiring is informally
controlled by the C-suite and the VPMA. Inconsistency between hospitals in a system,
or even hiring managers within the same hospital, makes standardization difficult and
creates unnecessary legal risk.
5. Customer Service is no longer a 'nice to have' – Every company wants to improve
customer service but with the new HCAHPS requirements, patient satisfaction scores
are a critical success metric for hospitals.
6. The nature of the Services – Poor quality in a manufacturing plant means a poor
product and a weakened competitive advantage. Poor quality in a hospital means harm
to patients and the hospital’s ability to fulfill its mission.
Accordingly, we advocate a unique approach to selection:
1. Healthcare-specific solutions – Basic, off-the-shelf personality tests that might be
OBM752 Hospital Management Dept of ECE 2022-2023

fine for other industries that do not work in healthcare. Nurses, physicians, and other
care providers are unique, and assessments must incorporate an understanding of the
work and the competencies that lead to success.
2. A multi-level approach – Creating a patient and family-focused environment means
you cannot just improve the level of customer service provided by the nursing staff.
Even housekeeping impacts the patient experience, and if you don’t hire better
managers, hiring better front-line workers is futile.
3. Consider the 'future state' – Healthcare is changing – rapidly. Our traditional better
performers may not be what we need moving forward. It takes a thorough understanding
of the new challenges and of the vision of the organization, to build the workforce for
the future.
The science of selection can be applied to any industry and many industries are
similar in many respects so selection solutions can be applied in a similar manner. For
several reasons, healthcare is unique and your approach to selection should reflect these
differences.
OBM752 Hospital Management Dept of ECE 2022-2023

UNIT- II HUMAN RESOURCE MANAGEMENT IN HOSPITAL

PART – A
Q.1. Define HRM
Ans:
Human Resource Management (HRM) is concerned with employees both as individuals
and as a group in attaining goals.
• It is also concerned with the behavior, emotional and social aspects of personnel.
It is concerned with the development of human resources i.e., knowledge,
capability, skill, potentialities, and attaining and attending employee goals,
including job satisfaction.
• Human resource management is pervasive in nature, and it is concerned with the
management of human resources of an organization consisting of all individuals
engaged in any of the organization’s activities at any level.
• HRM covers all levels i.e. low, middle, and top, and categories of employees
such as unskilled, semiskilled, skilled, technical, professional, clerical,
managerial and non-managerial. It covers both organized and unorganized
employees.

2 List the objectives of human resource management.

• Obtaining and developing the right personnel,
• Providing effective motivation and leadership.
• Paying attractive remuneration and treating them like brothers and sisters,
• Effective utilization of human resources in the achievement of organizational
goals.

3 Write down the HRM roles.

HRM roles include the following
a. To apply quality and productivity principles to improve HRM function.
b. To make consistent, clear, complementary, and synergistic policies
c. To facilitate the implementation of quality and productivity interventions

4 What are the benefits of Human Resource Development?

Some of the benefits of Human Resource Development are as follows:
a. Systematic planning to support the organizational mission. Increased capacity to
achieve the organization’s goals
b. Clear definition of each employee’s work responsibilities and link to organization’s
mission
c. Greater equity between compensation and level of responsibility
d. Defined levels of supervision and management support
e. Increased level of performance and efficient utilization of employee's skills and
knowledge
f. Cost savings through improved efficiency and productivity
OBM752 Hospital Management Dept of ECE 2022-2023

g. Increased ability to manage change

5. Sketch the various aspects of training for hospital employees.

6 How can the behavioral skills of its employees be enhanced?

• To enhance the behavioral skills of its employees, hospitals should initiate
leadership programs for its doctors and also staff.
• The environment in which health care professionals practice is one in which
conflict and the need for negotiation abound.
• To develop as managers and senior leaders, individuals must know how their
peers, subordinates, and supervisors perceive them.

7 What does the training program include?

A hospital generates medical wastes which may be harmful if not properly
disposed. As a result, their training program includes:
• How to handle biohazards, used syringes, and other medical wastes.
• Separation of waste into recyclable and non-recyclable components.
• learning how to operate hospital-oriented cleaning machines.
• Maintain a log of cleaning activities done.

8 List out the HRM practices and policies.

HRM plays a significant role in global healthcare systems. Human resource
management refers to the practices and policies needed to carry out the personnel
aspects of management.
These include:
a. Analyzing jobs
b. Planning manpower needs and recruiting competent people
c. Selecting best people
d. Appraising performance and potential on ongoing basis
e. Socializing, training and developing people
f. Managing compensation
g. Communicating
h. Building employee commitment
OBM752 Hospital Management Dept of ECE 2022-2023

9. What are all the parameters surrounding the Hospital Employee?

10. List the managerial function in HRM

• Planning
• Organising
• Directing
• Controlling
11. What are the fundamental principles of HRM?
Human resource management is an approach to the management of people based
on the following fundamental principles:
• Human resource management is concerned with integration by getting all the
members of the organization involved so that they may work together with a
sense of common purpose.
• Human resource policies of the organization should be fair to all. They should
make a major contribution to the achievement of an organization's objectives as
well as provide a conducive atmosphere of working to the employees so that
their output is maximum.
• Human resources are the most important assets, and their tactful management is
the key to the success of an organization. The culture and values of an
organization exert enormous influence on the organization. Therefore,
organizational values and culture should be accepted and acted upon by one and
all in the organization.
12. What is the importance of HRM in society?
The purpose of the HRM system is to produce, maintain, and develop a healthcare
workforce that allows the health sector to achieve its specific and social impact goals.
The HRM system accomplishes its purpose through the interconnected operation of
several internal elements or components. They fulfil different types of functions:
Strategic, operational, and support functions.
OBM752 Hospital Management Dept of ECE 2022-2023

13. What is a Human Resource Inventory?

Human Resource Inventory (HRI) in every organization is essential for efficient
delivery systems, and effective medical services to achieve patient satisfaction. Many
studies done in the past on HRM stress the importance of HRM to achieve the goal of
healthcare organizations and emphasize the importance of training and development for
all levels of staff at periodic intervals to improve the quality of healthcare services.

14. List out the requirements present in the profile of the HRD Manager.
The main task of HRM involves job analysis, manpower requirement,
organization of workforce, measurement as well as an appraisal of performance, reward
implementation, professional development, and constant maintenance of the workforce.
The human resource manager is responsible to feel overriding the different needs
of both employees as well as the employer. The manager supervises all aspects of
operations that are personnel-related would include the following areas:
• Interview and hiring
• Doctor and nurse recruitment
• Compensation and benefits management
• Handling of claims
• Personnel counselling
• Employee training
• Performance evaluation
• Implementation of professional development programs
• Compliance with state and federal regulations
• Safety and sanitation in the workplace
• Labor Relations and mediation
• Supervision of employee meetings
• Maintenance and/or improvement of employee retention and morale

15. What is personnel management?

Personnel Management is concerned with manpower planning, recruitment, selection,
orientation, salary administration, performance appraisal, training, working conditions,
safety, welfare, promotion, transfer, collective bargaining, disciplinary action and
resignation/termination/retirement.

16. Differentiate HRM and PM.

• HRM deals only with the bright side of the personnel activities, and PM deals
with both the bright and dark sides of the personnel activities of an organization.
• Therefore, HRM is a narrower team and, PM is a wider team.
OBM752 Hospital Management Dept of ECE 2022-2023

17. Define Manpower Planning.

Manpower planning is a technique to estimate and forecast the manpower
requirements for an enterprise taking into consideration the existing and future objects
of the enterprise. The estimates of human resources requirements are based on the plans
of production expansion, the nature of technology, and the structure of enterprises.
Manpower planning means seeing whether the person to whom some work is
assigned is capable to do it or not. The essence of manpower planning is the right man
on the right job and the right job for the right man.
In other words, Manpower planning refers to the process of determining and
assuring that the organization will have an adequate number of qualified personnel.

18. What is a job description?

A job description lists the main features of a specific job. The description typically
includes the person’s main duties, responsibilities, and working conditions. It also
includes the job title and to whom the person holding that job must report. It is only
possible to do a job description, however, after carrying out a job analysis.

19. What is job analysis?

It is the process of studying and collecting information relating to the operations and
responsibilities of a specific job. It includes:
• Collection of data, information, facts, and ideas relating to various aspects of
jobs including men, machines, and materials.
• Preparation of the job description, job specifications, job requirements, and
employee specifications which will help in identifying the nature, levels and
quantum of human resources.
• Providing the guides, plans and basis for job design and for all operative
functions of HRM.

20. What are the functions of human resource management?

The functions of HRM can be broadly classified into two categories, viz.,
(i) Managerial functions and
(ii) Operative functions.
OBM752 Hospital Management Dept of ECE 2022-2023

PART – B
1. Explain the functions of Human Resource Management in Hospitals.
2. What are the retention tools to retain their employees in their hospitals?
3. What are the objectives of manpower planning and explain the steps involved in
the manpower planning process.
4. Explain how to retain the employees of an organization and how to retain top
performers.
5. Briefly explain the principles of human resource management.
6. Discuss the role of human resource management in hospitals.
OBM752 Hospital Management Dept of ECE 2022-2023

UNIT – III RECRUITMENT AND TRAINING

PART A
1. List out the departments found in the hospital
• Outpatient Department (OPD)
• Inpatient Service (IP)
• Medical Department
• Nursing Department
• Paramedical Department
• Physical Medicine and Rehabilitation Department
• Operation Theatre Complex (OT)
• Pharmacy Department, Radiology Department (X-ray)

2. Write about Inpatient Service (IP).

If OPD is the show window of the hospital, the IP is the heart of the hospital. The
IP service provides lodging, diet, and medical care. Conveniently, it can be divided into:
• Wards and rooms
• Nurses station
• Dietary services
• Sanitary facilities and other requirements
• The Ward can be Intensive Care Wards (ICU), Intermediate Care Wards and
Isolation Wards.

3. What is CSSD?
Central Sterile Supply Department (CSSD) is the important department that supplies
sterile articles throughout the hospital. CSSD handles contaminated, clean, and sterile
articles.
Workflow in CSSD:
Receiving, Washing, Drying, Accounting, Sorting, Packing, Sterilization, Sterile
storage, Issue. The articles should move in one direction from receipt to issue. The
location should be such that the wards and departments can have easy access.

4. What are the functions of the personnel department?

The personnel department has the following functions, directed to the welfare of the
personnel.
• Recruitment of personnel
• Interviewing prospective employees
• Promotion and transfer of employees
• Termination of employment
• In-service training program
• Remuneration and incentives

5 What will be the impact of promotion?

The implementation of promotion has the capacity to:
• Improve employee retention.
OBM752 Hospital Management Dept of ECE 2022-2023

• Reduce overhead and costs associated with unnecessary searches.

• Improve morale.
• Broaden opportunities for qualified candidates.
• Break down barriers to internal promotions.

6 List out the two methods of training.

• On-the-job training
• Off-the-job training

7 Why is evaluation of training becomes necessary?

• Training evaluation basically helps with the discovery of training gaps and
opportunities in training employees.
• Training evaluation collects information that can help determine improvements
in training programs and help trainers decide if certain programs should be
discontinued.
• The training evaluation process is essential to assess training effectiveness, help
improve overall work quality and boost employee morale and motivation by
engaging them in the development of training programs.
• Training evaluation is a systematic process to analyse if training programs and
initiatives are effective and efficient.

8 Explain the term “Training Effectiveness”?

Training effectiveness is the degree to which trainees can learn and apply the knowledge
and skills acquired during the program. It is influenced by the attitudes, interests, values,
and expectations of the trainees and the training environment. A training program is
likely to be more effective when the trainees want to learn, are involved in their jobs,
and have career plans. Contents of training programs and the ability of trainers also
determine training effectiveness to a certain extent. Some of the criteria to measure
training effectiveness are the trainees’ reactions, their extent of learning, improvement
in job behavior, and the results at the job.

9 Write down the Problems encountered in hospital staff training programs.

Problems encountered in hospital staff training programs are as follows:
1. Lack of rational and systematic assessments of the needs for training at all levels.
2. Fragmentation and low accountability of responsible agencies in organizing training
programs.
3. Low concern for associated costs by management, as they think training courses need
a lot of money for mid and high-level hospital employees.

10 Define Selection.
Selection is the process of choosing from among the pool of prospective job candidates
developed at the stage of recruitment. Even in the case of highly specialized jobs where
the choice space is very narrow, the rigor of the selection process serves two important
purposes:
• It ensures that the organization gets the best among the available, and
OBM752 Hospital Management Dept of ECE 2022-2023

• It enhances the self-esteem and prestige of those selected and conveys to them
the seriousness with which the things are done in the organisation.

11. What are the various types of leadership?

• Transactional Leadership
• Innovative Leadership
• Charismatic Leadership
• Situational Leadership
• Transformational Leadership

12. What are the methods of training?

Training has a specific goal of improving one’s capability, capacity, productivity and
performance.
• Training guidelines
• Training specification
• Methods of training
• Evaluation of training

13. What is the recruitment policy?

The hospital authorities should frame a recruitment policy for the guidance of
the HRD. The management should clearly spell out the objective and major principles
they intend to pursue while recruiting employees. They should alos lay down a
promotion policy.

14. List out the some of the sources of recruitment.

15. What is the job application form?

A job application form is an official form given to candidates by the employer
asking a wide range of questions about the individual and their skills related to the job.
Forms are legally defensible and stand as a way for candidates to introduce themselves
to employers.

16. What are the main objectives of interviewing?

Objectives of Interview
• It helps to verify the precision of the provided facts and data by the candidate.
OBM752 Hospital Management Dept of ECE 2022-2023

• The interview helps to obtain additional information about the skills and
knowledge of the interviewee.
• The interview not only assesses a candidate's skills but also checks their
suitability for the job.
• The interview provides the candidate with general facts and necessary
descriptions about the job and the company.

17. What are the advantages of training?

i) Improved skills and knowledge due to training lead to a better career for the
individual.
ii) Increased performance by the individual help him to earn more.
iii) Training makes the employee more efficient to handle medical equipment. Thus,
less prone to error and false analysis.
iv) Training increases the satisfaction and morale of employees.

18. What is job rotation?

Multi-skilling and Zero absenteeism are popularized by the Japanese
Management Style of working. Job rotation is of short-term duration and trains the
employees to perform the job or activities related a particular task. Job rotated trainee
can achieve the skills of milling, cutting, turning, welding and such other operations.
Job rotation training can minimize the effect of absenteeism as a worker can do the job
of an absent worker.

19. What is the purpose of a medical examination?

The medical examination gives the following information:
• To check the applicant’s physical suitability for the specific job.
• To check if the applicant has a health problem or psychological attitude.
• Whether the applicant suffers from bad health.

20. State the purpose of psychometric tests.

A psychometric test is an assessment used to measure an individual’s cognitive ability,
personality, or behaviours. Often used as part of the recruitment process, psychometric
testing provides a fair and objective way of assessing the potential of a candidate to
perform well in a job role.

PART – B
1. Explain the functions of different departments in the hospital with neat diagram
2. Discuss the various steps in selection process.
3. Explain the guidelines required for training and how the training is evaluated?
4. Explain the types of training and What are the four main types of training that can
help the job effectively?
OBM752 Hospital Management Dept of ECE 2022-2023

5. Explain the Different Departments in Hospital And what are the various activities involved
in each department.
6. Explain about Management Development Programs and Development Methods.
OBM752 Hospital Management Dept of ECE 2022-2023

UNIT – IV SUPPORTIVE SERVICES

PART – A
1 Write the advantages of CSSD.
• Need for fewer supervisory staff.
• Greater care in overcoming staff deployment problems in case of absenteeism.
• Optimum equipment utilization.
• Smaller capital and power costs.
• Greater flexibility in production planning.
• Overall economy.

2 Explain the objectives of the Central Sterile Services Department (CSSD).

The objectives of central service include the following:
• To provide inventoried supplies and equipment to customer areas.
• To promote better patient care by providing prompt and accurate service.
• To provide supplies of sterile linen packs, basins, instruments, and other sterile
items.
• To maintain an accurate record of the effectiveness of the cleaning, disinfecting,
and sterilizing processes.

3 What is Decontamination Process?

Decontamination is the physical or chemical process that renders an inanimate object
that may be contaminated with harmful microbial life safe for further handling. The
objective of decontamination is to protect the preparation and package workers who
meet medical devices after the decontamination process from contracting diseases
caused by microorganisms on those devices.

4 List the various types of Packaging.

• Textiles
• Nonwovens
• Pouch packaging
• Rigid container systems

5 Define Mechanical Indicators.

Sterilizers have gauges, thermometers, timers, recorders, and/or other devices that
monitor their functions. Most sterilizers have automatic controls and locking devices.
Some have alarm systems that are activated if the sterilizer fails to operate correctly.
Records are maintained and reviewed for each cycle. Test packs (Bowie-Dick test) are
run at least daily to monitor the functions of each sterilizer, as appropriate. These can
identify process errors in packing or loading.

6 Define the Sterilization Process.

Bacterial spores are the most resistant of all living organisms because of their capacity
to withstand external destructive agents. Although the physical or chemical process by
which all pathogenic and non-pathogenic microorganisms, including spores, are
OBM752 Hospital Management Dept of ECE 2022-2023

destroyed is not absolute, supplies and equipment are considered sterile when
necessary, conditions have been met during a sterilization process.

7 List any 4 characteristics of a good medical record.

• Accurate: Medical records should be accurate. Otherwise, there is no meaning

in keeping medical records. To justify the purpose medical record should be
accurate.
• Compete: It must contain sufficient data written in sequential order of events to
justify the diagnosis and warrant the treatment.
• Adequate: Medical records should contain all the necessary information and
complete progress not written by the attending doctor.
• Comprehensive: Medical records should contain comprehensive and adequate
information to point and easily understood.

8 Write down the objectives of the Medical Record Department.

The objective is to evaluate the existing medical record-keeping system and evaluate
the effectiveness of the current medical record system. The objectives include:
1. To evaluate the existing medical record-keeping system.
2. To assess and evaluate the effectiveness of the current medical record system.
3. To assess the logical and legal aspects of the current medical record-keeping
system.
4. To identify the shortcomings if any & provide a suitable recommendation to
improve the existing Medical Recording system.

9 List a few Auxiliary Services.

Auxiliary services in hospital activities that are directly related to neither care, nor
support care but contribute to facilitate the service. The Auxiliary service includes
• Registration and Indoor case records
• Stores
• Transport
• Mortuary
• Dietary Services
• Engineering and Maintenance services
• Hospital Security.

10. What are the types of medical record?

• EHR. Electronic health record that keeps basic profile information on a patient.
• Patient Data. Info that is provided by patient then updated as necessary.
• Medical History (Hx)
• Physical Examination (PE)
• Consent Form.
• Informed Consent Form.
• Physician’s Orders.
• Nurse’s Notes.
OBM752 Hospital Management Dept of ECE 2022-2023

11. Sketch food chain.

12. Discuss the purpose of Medical Records Maintenance.

Medical records are document that explains all detail about the patient’s history,
clinical findings, diagnostic test results, pre and postoperative care, patient’s progress,
and medication. If written correctly, notes will support the doctor about the correctness
of treatment.

13. State the different methods of Sterilization.

• Moist heat
• Dry heat
• Radiation
• Filtration

14. What happens in the outpatient department?

• The centralized Out-Patient Registration section is functioning with two
divisions, one for new cases and another one for Revisit case registration.
• To facilitate the physically challenged and senior citizens separate counters in
each section are being maintained. Necessary computer operators for registration
have been posed in the centre registration section.
• The In-Patients admission registration is also attached along with the O.P.
Registration wing. Whenever patients are advised for admission, the desk clerk
will take up the responsibility to get preliminary admission order from the
admission counter and shall take the patient to the concerned wards.
OBM752 Hospital Management Dept of ECE 2022-2023

15. What is Pharmacy?

Pharmacy is a crucial factor in a medical factor. It should be planned and organized
well. The pharmacy department has the responsibility for selecting purchasing,
compounding, storing, and dispensing all drugs and medications. The pharmacy should
be under the supervision of a registered pharmacist.

16. What is the objective of the hospital formulary?

The hospital formulary is a list of pharmaceutical agents with important information
which reflects the current clinical views of the medical staff. The primary objectives of
the hospital formulary are to provide the hospital staff with essential information about
the drug which is approved by HTC for physicians and nurses. To update the
knowledge/hospital guidelines and procedures to the medical staff regarding drugs,
their use, their merits, and demerits.

17. What are the laundry capacity and load based on American, British, and
Indian Standards
American Standards:
An average of 15 pounds (6.80 kg) per bed per day plus 25 pounds (11.33 kg)
for each operation or delivery.
British Standards:
60 articles per bed per week at 0.39 kg per article.
Indian Standards:
The rule of thumb is three to five kgs per day.

18. What is autoclaving?

Autoclaves are commonly used in healthcare settings to sterilize medical devices. The
items to be sterilized are placed inside a pressure vessel, commonly referred to as the
chamber. Three factors are critical to ensuring successful steam sterilization in an
autoclave: time, temperature, and steam quality.

19. What is Unit Dose Dispensing System?

Unit dose dispensing system means a drug distribution system utilizing single unit, unit
dose, or unit of issue packaging in a manner that helps reduce or remove traditional drug
stocks from resident care areas and enables the selection and distribution of drugs to be
pharmacy-based and controlled.

20. What is I.V Additive System?

A drug that is added to an IV solution for the purpose of parenteral administration. An
additive can be an electrolyte, a vitamin, or other nutrient, or an antibiotic. Only
OBM752 Hospital Management Dept of ECE 2022-2023

electrolyte or multivitamin type additives can be entered as IV fluid additives in

Computerized Patient Record System.

PART – B
1. Explain the Central Sterilization department and sterilization cycle.
2. What are the different types of medical records and explain the medical records
management in hospitals.
3. How the medical records maintained in the hospital with example?
4. Explain the functions of laundry department in hospitals.
5. Explain about pharmacy services in hospitals.
6. Explain the various services provided by the hospital to patient health care.
7. Explain about
(i) Sterilization Department
(ii) Food Services in Hospitals
OBM752 Hospital Management Dept of ECE 2022-2023

UNIT – V COMMUNICATION AND SAFTY ASPECTS IN HOSPITALS

PART – A
1. List the widely used communication technologies in hospitals.
Electronic Dashboards
Mobile Computing
Electronic Health Records(EHR)
Digital Voice Communication
Hospital Intranet and Emails
Handheld Wireless Devices
Digital Radiography

2 Explicate the healthcare surveillance risks.

Reliance - CCTV cameras are a very important aspect and tool for hospitals but it is
crucial for hospitals to maintain a good level of physical security personnel on staff.
Privacy concerns - Patient privacy is important and should be considered when
installing security cameras. Do not install cameras in those areas considered private or
in those areas where their privacy may be captured on video.
Camera tampering - Tampering can be an issue especially when cameras are
installed on low-level ceilings or hallways. A tampered-with camera can be damaged
or can interrupt video from recording. We suggest you consider other security measures
if you notice an interrupted signal or misaligned camera.

3 Write down the general recommendations for fire safety in hospitals.

1. Hospitals of high-rise buildings are found to be utilizing cellars for generators and
transformers, which is strictly prohibited.
2. Canteens, OP blocks, dormitories, and pathological labs are not allowed in cellars.
3. Regular refresher training courses for the fire brigade personnel.
4. Recommendation for creating Rural Fire Services in areas that are not at present
under any full-time Fire Service cover.

4 Write the purpose of a robust communication system in every

hospital/healthcare zone.
The following establishments are made to fulfill the purpose of a robust communication
system in every hospital.
i) Appoint/ designate a public information spokesperson to coordinate hospital
communication with the public, the media, and the health authorities.
ii) Establish an information desk to provide the requisite information at regular intervals
and to serve as a hub for volunteer mobilization and management. The list of casualties
along with their status shall be displayed at a prominent place outside the
casualty/emergency ward, in both English and the local language, which shall be
periodically updated.
iii) Develop a robust communication protocol, including streamlined mechanisms for
information exchange between hospital administration, department heads, and facility
staff.
iv) Brief hospital staff about their roles and responsibilities during crisis situations.
OBM752 Hospital Management Dept of ECE 2022-2023

5 Elucidate effective and ineffective communication.

The use of effective communication among patients and healthcare professionals is
critical for achieving a patient's optimal health outcome. Communication with regards
to patient safety can be classified into two categories:
Prevention of adverse events and
Responding to adverse events.
The use of effective communication can aid in the prevention of adverse events,
whereas ineffective communication can contribute to these incidences. If ineffective
communication contributes to an adverse event, then better and more effective
communication skills must be applied in response to achieve optimal outcomes for the
patient's safety.

6 What are all the challenges faced by Internal Communication (IC)?

Risks in Patient Safety due to
Gaps in the timely availability of patient information.
Real-time difficulties in contacting medical staff immediately.
Unclear verbal commands.
Misinterpretations in executing physician’s instructions.
Overlooking changes in health status.
Absence of collaboration between hospital staff including physicians, nurses,
technicians.

7 List few healthcare and NHS audio applications.

Typical healthcare and NHS audio applications
Traditional and IP Public Address (IP PA) / Tannoy
Next Patient / Call for Patient
Audio over IP (AoIP) Applications

8 Write down the advantages of Hospital Security Camera.

Safety & security - Security cameras installed throughout a hospital prevent crime,
medical insurance claims, break-ins, and allow security operators to monitor the
property for patients in trouble or unauthorized visitors in restricted areas.
Employee productivity – CCTV cameras present throughout the property helps to
improve employee communication between departments or buildings, therefore
heightening productivity.
Employee disputes - When you have clear, detailed proof of video employee
disputes can easily be resolved. Incidents in question can solve disputes quickly when
using surveillance cameras.
24hr real-time monitoring - Hospital cameras can be monitored or viewed from
various platforms such as PC, Mac, iPhone, and Android. Cameras no longer have to
be monitored and view from one single location.

9 Write the points to be remembered while setting cameras in hospitals.

Install security cameras so they may monitor, and record all exits and entries of the
hospital building its imperative to capture detailed videos of those leaving and entering
the premises.
OBM752 Hospital Management Dept of ECE 2022-2023

Hallways should monitor and recorded as well. All activity from employees, visitors
and patients can be visually monitored by guards and staff.
Cameras should be installed at all fire escapes and in elevators.
Parking garages and lots should also be monitored. This includes all loading areas.
Restricted areas should have cameras installed to maintain that only authorized users
are granted access.
Both the exterior and interior of the hospital should have cameras installed.

10 List the hospital engineering service provision for fire protection according to
NABH.
1. Firefighting installation approval must be obtained.
2. Location of the control room should be easily accessible.
3. Control panel & manned, PA equipment should relate to detection system or fire
alarm system.
4. Pumps and pump room.
5. Two separate pumps i.e. electric and diesel pump should be available.
6. Provision of forced ventilation should be there.
7. Arrangement of filling Fire tenders.
8. Four-way fire inlet must be present in case of emergency.

11. State the fire safety management in hospitals.

Fire safety & protection is matter of vital importance concerning everyone in the
hospital industry. After the grief-stricken incidence of Kolkata question of safety of
patients have raised in India. Unawareness of safety measures specially among staff of
hospital led to death toll of more than 90 persons including patients as well as staff.
Whole incidence turned out as an eye opener for government as well as health care
provider. For fire safety and protection in hospital an intelligent building design is
needed to cater to various potential emergency situations to avoid further incidence of
same kind.

12. Discuss the importance of Safety rules in the hospital administration.

• Standardized practices across the hospital keep patients safe. Policies and
procedures for things like disinfection, charting, and medication help prevents
common errors and illnesses. Hospital policies and procedures also improve
patient safety by helping guide decisions in critical moments.
• Patient safety is just as important for hospitals as staff safety. Putting procedures
in place can help to protect patients from theft, falls, and injuries and keep their
data secure while they’re getting the treatment they need. Carrying out
identification checks is an easy and effective way of improving patient safety in
hospitals.
OBM752 Hospital Management Dept of ECE 2022-2023

13. What are the four types of barriers to communication?

There are four main barriers to effective communication: process, personal, physical,
and semantic.
14. What is quality auditing?
Quality auditing is the systematic, independent, and documented review and evaluation
of an organization’s quality management system (QMS) to determine whether quality
activities and results comply with a strategic arrangement that is effectively
implemented and appropriate to achieve the objectives.
15. What is loss prevention?
Loss prevention is always accompanied by Loss control. Loss control is the act of
reducing severity by identifying the factors that aggravate or increase a loss and taking
proactive measures to lessen the effects of those factors. This comes in when prevention
fails.
16. What is ISDN?

17. What is telemedicine?

Telemedicine allows health care professionals to evaluate, diagnose and treat patients
at a distance using telecommunications technology. The approach has been through a
striking evolution in the last decade and it is becoming an increasingly important part
of the American healthcare infrastructure.
OBM752 Hospital Management Dept of ECE 2022-2023

18. Discuss Integrated Health Care System for loss prevention in the medical
equipment.
An integrated healthcare system ensures that employees get comprehensive treatment
no matter how many providers are involved. An integrated healthcare approach
priorities preventative care, resulting in healthier outcomes for patients and long-term
cost savings for employers.

19. What is Code Red?

Code red typically means there is a fire or smoke within the hospital. A code red may
be activated if someone smells or sees smoke or flames.

20. What is Code Blue Alarm?

The term "code blue" is a hospital emergency code used to describe the critical status
of a patient. Hospital staff may call a code blue if a patient goes into cardiac arrest, has
respiratory issues, or experiences any other medical emergency. Hospitals typically
have rapid response teams ready to go when they get notified about a code blue.

PART – B
1. Discuss the Safety and Security programs in the hospital to care the patient health
care during emergency condition.
2. What are the essential steps for effective communication plan in an organization?
3. Explain the need of Security System in hospitals.
4. Explain the Fire and Safety Procedures maintained in hospitals.
5. Explain in detail about the Alarm Systems in hospitals.