ABOUT MEDIWAYS

LUDHIANA Mediways is a 100 bed facility, occupying the area of 60000sq feet situated on the easily approachable site doorsteps of Ludhiana at Ferozepur road, that is truly futuristic in its services, technology and vision. The byword is treatment in a caring environment. Each patient is treated as if he is THE patient and not A patient. The compassionate care can be summed up in the words of-PATIENT IS GOD AND TREATMENT IS WORSHIP. The Institute has a combination of the latest technology with erudite, skilled, humane and humble, caring, compassionate manpower. The team includes internationally acclaimed pioneers from India and abroad. The buildings construction has been a tailor made recipe for the needs of the patient and the attendants in view. In addition there is central AC for the whole hospital. Patient rooms have a separate area for an attendant. In further pursuit of its vision and mission, the institute will be reaching out to people in other parts of North India by setting up a chain of hospitals across the region. Continuing Medical Education, Patient Medical Education and Patient Education Services is a routine feature. The Institute is committed to provide quality health care at an affordable cost.

HIGHLIGHTS

100-bed strength Over 20 specialties Superspeciality hospital with full time dedicated senior consultants Over 30 consultants (Specialists & Super Specialists) Over 270 well-trained support staff Centrally Air-Conditioned Hospital 5 Modern state of art Operation Theatres Radial cardiac interventions, Dobutamine stress, 3D ECHOs are done Multi-Speciality Services Under One Roof Blood Bank Comprehensive Health Check up Out Patient Consultations on Holidays Evening Out Patient Consultations Intensive Care Units Medical ICU Intermediate Care ICU Surgical ICU Cardiac ICU24 X 7 Hi Tech Ambulance Services Hi Tech Diagnostic Services Accident & Emergency Services (Casualty) Spiral CT scan, USG and X-rayIntensive Care Units Medical ICU Intermediate Care ICU Surgical ICU Cardiac ICU

THE MISSION OF LUDHIANA MEDIWAYS

The hospital is committed to maintain the highest standard of care and to respond of the community in a compassionate manner.

to the needs

To provide state-of-the-art, high quality and cost-effective, comprehensive, superspeciality healthcare services and latest information to improve and maintain health for the well-being of the community.

To foster a therapeutic relationship based on compassion that is felt, quality that is measurable and cost that is affordable.

To become partners in health promotion with every section of society.

OUR SERVICES
Out Patient Services

Health Check-ups (Ext:5099504) Tariff & Important Instructions of Health Check Out Patient Consultations (5099502-503) There are well-furnished consulting rooms for consultation with a very large separate waiting areas for the patients. The OPD begins at 9.00 am in all departments. Diagnostic Services:

Lab Services (Ext: 523) Radio-Diagnosis (Ext: 524) Endoscopy Lab (Ext: 501) Blood Bank (Ext: 522)

InPatient Services Room Categories Ludhiana Mediways provide a range of options to meet the needs and budgets of all patients from budget-minded, multi-bedded rooms to Deluxe rooms. All rooms have been designed with your comfort and safety in mind. All the rooms include the following exclusive features: A/C Multibed Unit

A/C consists of 4, 6 or 8 beds separated by curtain partitions Common TV with cable connection Telephone for incoming calls. For attendant a dari and a pillow

Single Room

Single bed A/c units. TV and telephone facility Wardrobe with a large bathroom Sofa cum bed is provided for the attendant

Semi-Private

Each room accommodaties 2 patients Common TV with cable connection Separate telephones are provided

Deluxe Room

Room larger in size Provided with refrigerator Spacious bathroom and includes all other facilities of a single room.

Intensive Care Units (Ext: 539, 556, 557) 30 percent of the total beds in Ludhiana Mediways are dedicated to intensive care. The ICUs are equipped with most modern patient monitoring systems. Trained intensivists are present in the ICUs round the clock. One attendant is allowed to be in the ICU lobby for each patient. Visiting Hours

CTVS

ICU

04:30pm05:30pm 05:30pm06:30pm

Other

ICUs

Hospital On Wheels(Ext: 501) Ambulatory care at Mediways is one of its kinds in the Area. Fully equipped ambulances along with specially trained doctors and staff are available round the clock . TPA / Insurance(Ext: 545) If you are covered with listed Third Party Administrators/insurance company for medical services, we will help you get your claims processed by your TPA. For assistance, please contact TPA Helpdesk at the extension numbers. Pharmacy(Ext: 512) All your requirements of medicine will be catered for by the inpatient pharmacy, which is open round the clock. In case of emergency, the medicines will be used from nursing stock and later replaced from the pharmacy. Corporate Helpdesk (Ext: 545) If your company has tied up with Ludhiana Mediways for medical services, you would be entitled to certain privileges as a corporate client. For assistance, please contact Corporate Helpdesk at their extension.

AIMS AND OBJECTIVES

AIM: To study the Hospital Management level by providing service and improving quality of service. OBJECTIVES: To find out perception of patients towards hospital service and staff. To provide regular ongoing monitoring and reporting of patient satisfaction regarding their care. Apply quality improvement tools and techniques and plan efforts to access patient satisfaction.

PURPOSE OF STUDY

The main purpose of this project is to identify the needs of patients. It is well planned and delivered in a coordinated way and help patients to participating in decision making to improve their health. Feedback from patients can influence the whole quality improvement agenda and provide an opportunity for organizational learning and development. It provides crucial information on what the patients expectations are and how they perceive the quality of care, which maybe different from that of all staff providing that care. A structured framework to collect information about patient satisfaction to ensure a systematic methodology that will facilitate benchmarking and allow collected information to be fed back into the overall decision making process. These structures will empower people to be active participants in decisions relating to their own health.

SCOPE OF HOSPITAL MANGEMENT

a) HOSPITAL VIEW: The report of the project is useful to the management of the hospital to know the satisfaction level of patients and they can take measures to improve the quality care.

b) ACADEMIC VIEW: This report may be useful to management students in preparing their report on patient satisfaction. This project helps me in completion of my Post Graduation in Master in Business Administration Commerce and Information Technology and I can have good opportunities in future.

HOSPITAL MANAGEMENT
Cardic Sciences

Dr.BhupinderS. Se MD (Anaesthesiology) Sr. Cardiac Anesthetis The LUDHIANA Mediways assures comprehensive end-to-end cardiac care under one roof. The hospital is a centre of excellence for interventional cardiology & cardiac surgeries and has performed first ever Conscious Off Pump Coronary Artery Bypass Surgery - COPCAB.(Awake Heart Surgery - ACAB) in the Punjab. Center has been recognized as the destination for cardiac care in Punjab. Noninvasive lab has two 2-D Echo machines with colour Doppler facility and facilities for 24hr Holter , TMT and upright tilt table test . We have a 15 bedded well-equipped ICCU for the treatment sick cardiac patients . There are 4 IABP machines to be used for patients who are hemodynamically unstable. Patients are monitored round the clock by trained cardiologist, anaesthetist, pulmonologist, Internist, and CTVS surgeon. Services & Procedures A. CARDIO - THORACIC AND VASCULAR SURGERIES

Beating Heart Bypass Surgery (Off - Pump Coronary Bypass Surgery)

Conscious Off Pump Coronary Artery Bypass Surgery - COPCAB (Awake Coronary Artery Bypass Surgery -ACAB)

On-Pump

Coronary

Artery Bypass Surgery

Redo Bypass Surgery Valve Surgery, MVR with Correction of Atrial

fibrillation using Maze III Procedure

Vascular Surgery Thoracic & Pulmonary Surgeries Adult &Paediatric Open Heart Surgeries

B. INTERVENTIONAL CARDIOLOGY PROCEDURES

Coronary Angiography & Angioplasty (both Femoral & Radial Approach) Angiogram & Angioplasty of arteries of Neck, Leg , Arm, Kidney Permanent pacemaker (Single & Double Chamber) Valvuloplasty EP Study Diagnostic & Ablation ASD closure with device

C. CARDIAC REHABILITATION PROGRAMME

Cardiac Rehabilitation

Neuro- SciencesDr. Jaspreet Singh Dil MS, MCH (Neurosurgery) FCNS (USA) FACNS (Beijing) FICCVS (Japan) Consultant NeuroSurgeon

Department of Neuro-Sciences has constituted a team of highly skilled doctors, experts in critical care and specialized nurses who work together to deliver world class health care services. The team brings together great expertise, long years of experience and skills to provide highest standards of patient care. BRAIN SURGERIES

Microsurgery for Brain Tumors Endoscopic Brain Surgery Trans Nasal Endoscopic Brain Tumor Removal Skull Base Surgery Brain Trauma Surgery Congenital Cranial Deformity Stereotactic Brain Surgery for Tumor and Functional Neurosurgery

Craniofacial

Surgery

with

FMS

(Facio-

Maxillary Surgery)

Brain Surgery for Abnormal Blood Vessels Brain Surgery for Epilepsy Brain Surgery for Removal of Blood Clots Interventional/ Neuro-endovascular Therapy for Cerebro-vascular Diseases and Tumor Interventional/ Neuro-endovascular Therapy for Cerebro-vascular Diseases and Tumor

SPINAL SURGERIES

Microscopic lumbar discectomy or decompression Microscopic anterior cervical discectomy

Endoscopic discectomy Spinal decompression with or without fusion Endoscopic fusion of spine Percutaneous Endoscopic Lumbar Discectomy

DEGENERATIVE DISC DISEASE

Minimally-invasive spinal fusion and advanced instrumentation Total disc replacement surgery Spinal deformity correction and stabilization Endoscopic fusion of spine Percutaneous Endoscopic Lumbar Discectomy

OSTEOPOROSIS OF THE SPINE

Vertebroplasty Kyphoplasty Spondylolisthesis Posterior spinal instrumentation

OTHER SPINE SURGERIES

Tuberculosis of Spine - Thoracoscopic Spinal Surgery with Para spinal abscess drainage Spine Tumor Surgery Spine Trauma

Nephrology & Urology

Dr. Navdeep S. Khaira M.D., D.M. (Nephrology) Consultant Nephrologist

Dr. Deepak Mahajan MS, MCh (Urology) The Nephrology department at Ludhiana Mediways is headed by one of the senior most nephrologists in the state, with the best of the facilities available round the clock. The unit is well equipped to handle complications in intensive care in both medical and surgical areas. The Nephrology Services for management of AKD (Acute Kidney Disease) and CKD (Chronic Kidney Disease) is available round the clock, monitored by senior sta

Training Programmes for Patients: We also have regular training programmes for training patients requiring CAPD and CCPD Facilities

Dialysis units With separate unit for HbsAg positive cases. CRRT Continuous Renal Replacement Therapy ( for Critically ill ) CAVHD- Continuous Artero Venous Haemodialysis CVVHD Continuous Veno Venous Haemodialysis Haemodialysis Haemo perfusion CAPD Continuous Ambulatory Peritoneal Dialysis

CRRT (Continuous Renal Replacement Therapy) The new dialysis machine DIPACT CRRT at the dialysis unit has special features to meet todays and tomorrows demands SUPER SPECIALITIES - UROLOGY & ANDROLOGY Our Services & Procedures Urology is the specialty of medicine concerned with the study of the genito-urinary system along with the treatment of its associated problems and diseases. The organs covered by urology include the kidneys, ureters, urinary bladder, urethra, and the male reproductive organs (testes, epididymis, vas deferens, seminal vesicles, prostate and penis). The function of the urinary system can be affected by ageing, hereditary factors, injury, infection, underlying illnesses, or hormonal imbalances that can lead to wide-ranging symptoms such as excessive urine production; prostate cancer restricted urinary flow, frequent, urgent or involuntary urination as well as pain. Subfields of urology include urologic oncology, stone disease, voiding dysfunction, pediatric urology, sexual dysfunction and male infertility.

The services/treatment offered are categorized under:

Prostate Kidney Stones Uro-oncology Female Urology Paediatric Urology Impotence and Infertility

Lithotripsy It is a method of breaking of stones in kidney, ureter and in bladder. A powerful AllengerLithotriper uses both X-Ray and ultrasound localization for real time image. This allows the stone to be seen at all times during the treatment. With this machine the patient needs only a light sedative and the pain is minimal. The lithotripter generates shockwaves, which crush dense stones into sand like particles, which easily pass with urine. Electrohydraulic lithotripsy (EHL) uses a flexible probe to break up stones with shock waves. The probe is positioned close to the stone through aureteroscope. Small fragments can be passed by the patient or extracted. Extracorporeal shock wave lithotripsy (ESWL) uses highly focused impulses projected from outside the body to pulverize kidney stones anywhere in the urinary system. The stone usually is reduced to sand-like granules that can be passed in the patient's urine. Large stones may require several ESWL treatments. This is a OPD procedure and patient can be attending to his day to day work. Endocrinology Areas Of Expertise

Diabetes Thyroid Obesity

Menstrual Abnormalities Hirsutism Impotency Infertility Short Stature Delayed Growth

Gestro Surgery & Liver Surgery Dr. Sushil Jindal The Department of Gastroenterology is fully equipped with modern day innovations to practice modern day diagnostic and therapeutic Gastroenterology. Include hemoclipping for gastrobleeds, gastric variceal glue injections, oesophageal and biliary metal stentings. It is also involved in critical case of most of the Gastroenterology and liver cases. The therapeutic gastroenterology procedures being done are

Dilatation of oesphageal strictures Dilatation of Achalasia cardia Endoscopic sclerotherapy Endoscopic Variceal ligation (Banding) CRE Balloon dilatation for colonic stictures& Pyloric stenosis Hemoclipping for GI Bleed Oesphageal metal stenting for oesophageal cancer Diagnostic and therapeutic ERCP Biliary stenting Common Bile duct, Stones removal with Biliary Balloon & Basket Endoscopic sphincterotomy Metal stenting for Biliary and Pancreatic malignancy Colonoscopies- Diagnostic

Therapeutic- Polypectomy with lower gastro intestinal bleeds Foreign body removals Percutaneous Endoscopic Gastrostomy Nasojejunal tube placements (endoscopic & fluoroscopies (PEG).

Plastic Surgery

Dr. RavinderTah M.S (General Surgery) M.C.H (Plastic Surgery) Chief Plastic , Cosmetic,Microvascular Hand and Burn Surgeon The department is specialized for both reconstructive and cosmetic procedures. Round the clock facio maxillary hand and limb trauma services are available. Facilities: Congenital anomalies correction Face cleft surgeries both primary and secondary cleft deformities. Vascular and other pigmented anomalies on the face. Other anomalies like microtia( ear ) etc. Hand Simple anomalies polydactyl syndactyl as well as complex anomalies. Hypospadias. Trauma Soft tissue and skeletal injuries of the face Compound limb injuries requiring flap cover

Hand Injuries Post traumatic deformity correction Scar revision PBC (Post Burn Contractures) Post traumatic hand deformilities Correction of radial , Ulnar and Median nerve palsy Facial palsy Cancer Reconstruction Reconstruction for head and neck cancer defects. Post Mastectomy breast reconstruction. Others Chronic raw areas Diabetic foot Filariasis( complex Physical Theraphy ) ( ELEPHENTIASIS ) Cosmetic Procedures Rhinoplasty Done either under local or general anaesthesia as day care or in patient procedure. Breast Surgeries Augmentation Mamoplasty with various types of implants to enhance the size and shape of the breast. Reduction Mamoplasty for reducting the size of large breasts and for correction of asymmetry. Mastopaxy for correction of sagging breasts. Liposuction and body sculpturing Removal of excess fat and shaping up of areas like abdomen, thighs and hips. Abdomenoplasty( Tummy tuck ) In addition to removal of excess fat and skin, tightening of lax abdominal muscles and respositioning of umbilicus. Facial implants Implants for improving facial countour , like chin, jaws, nose etc Dermabrasion and chemical peeling for removal of facial scars and wrinkles.

Hair restoration surgery. Hair grafting for baldness. Micro hair grafting and follicular grafting of bald areas for permanent hair restoration. Micro Surgery Microsurgical repair of nerves and vessels in trauma. Free tissue transfer ( Free flap ) for post oncology reconstruction as well as post traumatic defects ( Grade 3 B injuries). Recanalisation( For reversal of tubectomy / vasectomy). Minimal Access Surgery

Dr. Satish Jain MS, FAIS, FICS, FACS, M.ASCO (USA), MAMS (INDIA)

Dr. Sushil Jindal MS (Surgery) General & Laparoscopic Surgeon

Dr. NavdeepSingh (Gen. Surgery) General & Laparoscopic Surgeon The Minimal Access Surgery department has been delivering critical care with precision, even in cases involving complex procedures. It has advanced laparoscopic facilities, apart from surgical gastroenterology, amongst others. Its forte lies in treating critically ill surgical patients like poly trauma with exceptional results. The Operation theaters at Ludhiana Mediways have been equipped to make them completely modern. It can be utilized for every super specialty including major surgeries and procedures. EMERGENCY LAPAROSCOPY They are indicated in acute abdominal pain like, right lower abdominal pain ( R/O Gynaecological pathology), peritonitis, mesenteric ischaemia, draining intrabdominal abscess ( not amenable to image guided drainage), acalculuscholecystitis, small bowel obstruction, fever of unknown origin, gastro intestinal hemorrhage of unexplained etiology. It is also useful in blunt abdominal trauma as well as penetrating trauma to exclude peritoneal penetration and to evaluate diaphragmatic injuries. Hernia procedures Laparoscopic inguinal hernia repair: repair of the groin hernias (including recurrent hernias). TAPD/TEPP.

Laparoscopic ventral hernia repair: repair of the hernias in the middle or on the side of the abdomen (usually resulting from a congenital defect or prior surgeries. Gallbladder stones and liver procedures Laparoscopic cholecystectomy: removal of the gallbladder for a variety of reasons, such as stones. Laparoscopic common bile duct exploration: removal of the stones that escaped the gallbladder and are now lodged in the bile ducts. Laparoscopic liver resection: removal of the diseased part of the liver for an infection, growth or cancer Laparoscopic cholecystojejunostomy for carcinoma of the head of the pancreas and other obstructive lesions of the periampullary region where stenting is not possible. Procedures on esophagus/ myotomy/fundoplication Minimally invasive esophagectomy: removal of the entire esophagus for a variety of benign conditions or cancer. Laparoscopic Heller myotomy: treatment for achalasia. Laparoscopic fundoplication: treatment of heartburn (gastro-esophageal reflux disease). Laparoscopic hiatal hernia repair: repair of the hole in the diaphragm muscle usually causing heartburn. Procedures on the stomach cancer Laparoscopic gastrectomy: removal of the part of the stomach for tumors (smooth muscle tumours, some gastric cancers, gastric lymphoma) or intractable peptic ulcer disease. Laparoscopic gastrostomy when PEG cannot be performed or contraindicated.

Laparoscopic placation of perforated ulcer. Laparoscopic gastrojejunostomy for byepass of distal gastric, pyloric or duodenal obstruction, generally when the patient is not considerd to be a candidate for a more definitive procedure. Procedures on the small intestine ( Crohns disease) Laparoscopic small bowel resection: removal of the diseased portion of the small intestine for bleeding, tumors, diverticula,stricture or inflammatory bowel disease (Crohns disease) Laparoscopic small bowel bypass: bypass around the intestinal blockage Laparoscopic Meckelsdiverticulectomy: removal of a Meckels diverticulum Procedures on pancreas Laparoscopic distal pancreatectomy with spleenectomy for tumours of the tail and distal body of the pancreas Procedures on other organs Laparoscopic splenectomy: removal of the spleen for many hematological disease, and tumours Laparoscopic adrenalectomy: removal of the adrenal gland. Laparoscopic appendectomy: removal of the appendix for appendicitis Laparoscopic pancreatectomy: removal of the diseased pancreas for cysts, tumors or inflammation Endocrine Surgeries Breast MRM Breast Conserving Surgery Thyroid Thyroidectomy - partial / complete

Internal Medicine& Critical Care

Dr. GauravSachdeva MD (internal Medicine) FIACM Internist & Critical Care Specialist

Dr. AshishSaxena MD ( Medicine) Internist & Critical Care Specialist

Dr. BhartiAggarwal MD ( Medicine) Internist & Critical Care Specialist

The Medical Intensive care unit provides comprehensive round the clock service with the door to needle upon arrival less than 3 minutes at any given point of time. Speedy and accurate diagnosis is ensured by the 24x7 lab and imaging services. The department has handled all kinds of medical emergencies with survival rates comparable to any tertiary care centre in the Punjab. Our goal is to continue to deliver the best patient care with a perfect balance of science and ethics foremost in our minds.

10 Bedded medical intensive care unit (MICU) with round the clock Consultants working in group practice, available 24 x 7 Very good survival rate for poisoning cases Experience in handling all types of emergency cases is very high. Comprehensive evaluation of multi-system problems Consultants are accessible directly through their mobile numbers Facilities for isolation of patients who require treatment of prevention of further infection available.

Diabetic Clinic Hypertension Clinic HIV clinic

Paediatric, Gynaecology& Infertility Obstetrician Gynaecologist& Infertility Specialist

Dr. Veena Jain MD, FICS (USA), FICOG, FICMCH

Dr. KirandeepBrar MBBS, DGO The Department of Gynaecology, obstetrics and infertility is doing never ever attempted complicated delivery cases other than the classic midwifery procedures; we find more and more would be mothers are opting for painless delivery. Many of our infertility clinic patients are now happy fathers and mothers. Painless Delivery It is not meant, only as an easy way to give birth to a child without pain, but it also intends to avoid the physical and emotional complications and the trauma to the mother as well as to the child, at the time of delivery. Advantages of Painless Delivery to the Mother

It helps to reduce the physical fatigue, mental tension and anxiety of the mother at the time of delivery.

In this type of delivery, the mother and the child will be safer since it shortens the duration of the delivery. Pain killers like Epidermal Analgesia is used, which results in the effective painless contractions of the uterus and the delivery takes place fast.

It allows easy flow of blood from the mother to the child in the uterus through the placenta.

We are committed to pushing forward the quality and reliability of treatment. Our quality of treatment is comparable to prevailing international standards without compromising on issues like ethnic, racial and religious sensitivities. We give lot of emphasis to hygiene and quality through surveillance programmes, monitoring committees for infection control, thorough and

dedicated auditing of quality assurance standards. Above all our centre maintains complete transparency and ensures ethical approach at every steps of treatment. Child and New Born Specialist The department of paediatrics in Ludhiana Mediways Hospital has a very loving and heart caring environment for children. We ensure homely, pleasant and personal care to every child in our hospital. Its our moto that every child with us is smiling and healthy. The pediatric department is running

Immunization clinic : latest vaccinations and immunization Childhood asthma clinic Well equipped nursery with advanced neonatal care Pediatric intensive care Childhood neurology clinic Adolescent health clinic

Other Allied Specialities Specialities - EAR, NOSE & THROAT

Dr. Anupreet MBBS, DA (Anaesthesia) Anaesthesiologist&Intensivist

Dr. Gurpreet Singh MBBS, DA (Anaesthesia) Anaesthesiologist&Intensivist

Dr. ManishaAggarwal MBBS, DA (Anaesthesia) Anaesthesiologist&Intensivist The department of Anaesthesiology is fully equipped to handle all complicated high risk cases coming for any kind of surgery. Competent, post operative care is also ensured in a modern SICU, with anaesthetist available round the clock. Specialities - PSYCHIATRY & DE - ADDICTION Dr. MamtaSingla MBBS, MD (Psychiatry) Psychiatry & De-Addiction Specialist

Specialities - DENTISTRY

Dr. PunitVerma BDS, BHM, MID A Dental Surgeon Department of Dental Surgery (Complete Dental Care) Latest & Advanced Techniques Available with comprehensive sterilization method. Available Treatment:

Extraction of teeth Restoration of teeth Complete denture prosthesis Oral hygenic treatment Full mouth restoration Trauma reduction Rx Crown and bridge FPD, RPD Latest implant technique available

Equipment Facilities:

Complete compact dental unit with:Specialized X-Ray Electronic digital chair Comprehensive sterilization techniques

Specialities - EMERGENCY & CRITICAL CARE The Emergency and Trauma care unit of Ludhiana Mediways works round the clock and manned by well trained doctors and nursing staff to handle all kinds of emergencies. Emergency department is covered 24x7 by a team of consultants from every specialty and super specialty ready to receive any type of emergency at any given time. Emergency department is fully equipped with latest equipments including ventilator with minor Operation Theater attached. All emergency drugs are kept loaded in syringes & checked every day. ECG machine & portable X-ray machine are present in Emergency. The CT scan room is adjacent to it. Emergency department has a separate, easily accessible entry. We have 15 bedded Intensive Care Unit . The emergency department of Mediways Hospital receives an average of 300 trauma cases per annum and other surgical, medical emergencies also.

Services Specialities - LABORATORY MEDICINE / PATHOLOGY

Dr. BhupinderKaur MBBS, MD (Pathology) Consultant Pathologist The lab is equipped with cutting edge technology support and incorporates the latest diagnostic techniques in the field of laboratory medicine.

Laboratories Services at LMC, have been established with a view to provide wide range of Laboratory investigations necessary for patient care. It consists of disciplines of biochemistry clincalpatholgy, haematology, immunology, microbiology, serology, histopathology,

cytopathology all these disciplines provide qualitative and quantitative analysis for specific constituents to support clinicians in the pratice of medicine. The laboratory is equipped with state-of-the-art equipment. To operate these sophisticated equipment the laboratory has a team of efficient, motivated and qualifed doctors and technical staff. The labis functional 24 hours. Facilities

Clinical Pathology Routine Biochemistry : Equipped with ABG Easy Blood Gas analyzer and Easyiyte Na+ K+ analyzer

Immunoassays Special Immunology: Equipped with TUROX nephlometer Microbiology Bacteriology Hematology : Equipped with fully Automatic KX21 Blood Cell Counter Bone marrow aspiration and biopsy Serology Gynaec Pathology : PAP smear Histopathology Cytopathology :Exfoliative and Inteventional Cytology. FNAC, US guided and CT guided FNAC, Fluid cytology, Malignant Cytology Coagulation : PT , APTT on coagulometer

The department is also involved in teaching & research. Different courses run by department are:DMLT for laboratory technician training is association with Punjab technical University. (PTU) The short term training and preparation for research projects is being provided to MSc. students of different Universities and Laboratory technicians of different institutions.

Specialities - RADIOLOGY

Dr. PratibhaPandey MBBS, DMRD (Radiology) At Mediways Hospital, both diagnostic and interventional radiology services are offered round the clock, by highly qualified and experienced radiologists. Spiral CT Scan including CT Angiography and 3D imaging facility available. Facilities

Plain x-rays and all special procedures Immigration x-rays Image intensifier & fluoroscopy facility. Ultrasonography including small parts sonography. Color Doppler imaging. Spiral CT scanning including 3D imaging. Interventional Radiology ( image guided biopsy, Drainage procedures , Vascular recanalisations, Embolizations ).

Specialities - PHYSIOTHERAPY

Dr. Ritu Sharma B.P.T., M.I.A.P. The department of physiotherapy has made exceptional progress within a short span. Today, it boasts of the best facilities and experts in its field. The Back Clinic rehabilitation programme, Rehabilitation protocol for stroke patient. The Arthritis Clinic - On every Saturday under the guidance of expert Orthopedic team, it continues to make new forays with its innovative practices and approach. We have compulsory rotatory postings in various departments including all intensive care units Equipments in Physiotherapy Department

Electrotherapy Intelect Advanced Combo Therapy System - Chattanooga Group USA Ultrasound therapy Dual Frequency Interferential therapy Traction - Intermittent and Continuous TENS CPM - Continuous Passive Motion Electrical Stimulator Galvanic and Faradic Short Wave Diathermy

Exercise Therapy

Motorised treadmill Suspension therapy Quadriceps table Parallel bars with postural mirror Bicycle ergometer

Supinator/ Pronator exerciser, Strengthening bags, Weights, Sand Bags, Dumbbells, Grippers, Physio Balls, Adjustable Elbow Crutches, . Adjustable Walkers, Shoulder Pulley, Mariner's Wheel, Wobble Boards. Specialities - DIETETICS

DT.GurinderKaur MSc (Food & Nutrition Dietetics Department has 1 Senior Dietician and 1 Junior Dietician and 2 intern dieticians. The Department has different diet charts printed in Punjabi, Hindi and English catering to the patients needs. Diabetic diet chart, Cardiac diet chart, Renal Diet chart, Weight Reducing diet charts are some of the diet charts to mention a few. Food and Beverage Personalized menu confirming to Medical Instructions is prepared that not only expedite the healing process but also brings cheer to the patients . Menus are planned in consultation with the dieticians, which are nourishing and well balanced

Faculty

DEPARTME NTS

QUALIFICATI ON DESIGNATION ASSOCIATION EXPERIENCE

ANAESTHESIA

1.

DR. B. S. SENGAR

MBBS, MD

Sr. Cardiac Consultant

Full Time

18 years

2.

DR. DUSHYANT

MBBS, DA

Consultant

Full Time

5 years

3.

DR. MANISHA AGGARWAL

MBBS, DA

Consultant

Full Time

--------

4.

DR. HARJOT BIRK

MBBS, DA

Consultant

Full Time

--------

5.

DR. GURDASS SINGH

MBBS, DA

Consultant

Full Time

--------

CARDIOLOGY

DR. 1. AMARDEE P GARG

MBBS,DNB,D M

Consultant

Full Time

--------

DR. RAJIV GUPTA 2. MBBS,MD,DM Consultant Full Time --------

CARDIAO VASCULAR & THAROCIC SURGERY

1 DR.SDHALIW . AL

MBBS,MCh

Consultant

Full Time

15 years

CHEST

DR. 1. RAJINDER GOYAL MBBS, MD Consultant Full Time 8 years

DENTISTRY

1 .

DR. PUNEET K. VERMA BDS Consultant Full Time 3 years

DIETITICS

DT. GURINDER

MSc (Food &

Consultant

Full Time

8 years

KAUR

Nutrition)

ENT

DR. 1. RAJEEV KAPILA MBBS, MS Consultant Full Time 4 years

GASTROENTROLOGY

DR.RAVIN 1. D GOYAL MBBS, MD, DM Consultant Full Time 4 years

GENERAL & LAPROSCOPIC SURGERY

1.

DR. SATISH JAIN

MS, FICS

SR. Consultant

Full Time

30 years

2.

DR. SUSHIL JINDAL

MBBS, MS

Consultant

Full Time

7 years

3.

DR. NAVDEEP

MBBS,

Consultant

Full Time

--------

SINGH

MS

OBST. & GYNAECOLOGY, INFERTILITY

DR. 1. VEENA JAIN

MD, DGO, FMAS

SR. Consultant

Full Time

28 years

DR. 2. KIRANDE EP BRAR

MBBS, DGO

Consultant

Full Time

12 years

INTERNAL MEDICINE

DR. 1. GAURAV SACHDEV A MBBS, MD Consultant Full Time 13 years

DR. 2. ASHISH SAXENA MBBS, MD Consultant Full Time 9 years

DR. 3. BHARTI AGGARW AL MBBS, MD Consultant Full Time 5 years

NEPHROLOGY & PLASMA APHERISIS

DR. 1. NAVDEEP KHAIRA

MBBS, MD, DM

Consultant

Full Time

28 years

NEURO SURGERY

DR. 1. ANOOJ CHATLEY

MBBS, MS, MCh

Consultant

Full Time

2 years

DR. 2. DEEPAK ANAND MBBS, MD Consultant Full Time 2 years

ORTHOPAEDICS & JOINT REPLACEMENTS

DR. 1. NEERAJ KUMAR BANSAL MS Ortho, MCh (UK) Consultant Full Time 6 years

ONCOLOGY & ONCO SURGERY

1.

DR.

MBBS, MS

Consultant

Full Time

30 years

SATISH JAIN

(Sur)

DR. 2. VEENA JAIN

MBBS, MD (Gynae)

Consultant

Full Time

28 years

DR. 3. NAVDEEP SINGH

MBBS, MD, DM

Consultant

Full Time

10 years

OPHTOMOLOGY

DR. 1. ANUPREET SETHI MS Consultant Full Time --------

PAEDIATRICS

1.

DR. J. S. CHUGH

MBBS, MD

Consultant

Full Time

18 years

PAEDIATRIC SURGERY

DR. 1. SANJEEV GUPTA

MBBS, MS, MCh

Consultant

Full Time

6 years

PLASTIC & MICRO VASCULAR SURGERY

DR. 1. ASHOK GUPTA

MBBS, MS, MCh

Consultant

Full Time

18 years

DR. 2. RAHUL TONDON

MBBS, MS, MCh

Consultant

Full Time

5 years

DR. 3. VIKAS GAWRI

MBBS, MS, MCh

Consultant

Full Time

2 years

PATHOLOGY

DR. 1. BHUPIND ER KAUR MBBS, MD Consultant Full Time 4 years

DR. USHA AGGARW 2. AL MBBS, MD Consultant Full Time --------

PHYSIOTHERAPHY

1.

DR. RITU SHARMA

B.P.T., M.I.A.P.

Consultant

Full Time

3 years

DR. 2. AMRINDE R CHEEMA

B.P.T., Physiothera py Consultant Full Time --------

PSYCHIATRY & DE ADDICTION

DR. 1. MAMTA SINGLA MBBS, MD Consultant Full Time 3 years

RADIOLOGY

DR. 1. PRATIBH A PANDEY MBBS, MD Consultant Full Time 2 years

UROLOGY & RENAL TRANSPLANT

1.

DR.

MBBS,

Consultant

Full Time

--------

NAVDEEP S. KHAIRA

MS, MCh

DR. 2. VIKAS GUPTA

MBBS, MS, MCh

Consultant

Full Time

10 years

DR. 3. DEEPAK MAHAJAN

MBBS, MS, MCh

Consultant

Full Time

--------

RESEARCH METHODOLOGY

1)

RESEARCH METHODOLOGY a) SAMPLE SIZE:

The sample size of the project of In Patient Department and Out Patient Department has been taken from (Medical Opd, Surgical Opd and High Risk Opd) IPD=251 OPD=322 b) TYPES OF SAMPLING:

Samplings are of two types: a) Probability sampling 1. Simple Random Sampling 2. Systematic Sampling 3. Stratified Sampling 4. Multi Stage Sampling

2)

Nonprobability sampling 1. Accidental Sampling 2. Quota Sampling 3. Panel Sampling

USE OF SAMPLING TECHNIQUE IN PROJECT For our project we use Probability Sampling technique including Simple Random Sampling. Probability Sampling- It is that sampling in which every unit in the population has a chance (greater than zero) of being selected in the sample, and this probability can be accurately determined.

 Simple Random Sampling- Each element of frame has equal chance of selection. Any given pair of element has equal chance of selection like any other pair. This can minimize the chances of biasness and chances of accurate result increases. The reason for using this technique is to select every patient and get accurate result and get accuracy in precision of analysis of data. 3) RESEARCH DESIGN:

The research design for our project is exploratory and descriptive. 1) The term exploratory means type of research conducted for a problem that has not been clearly defined. The result of this research is not useful for decision making but they provide insignificant insight in to given situation. Why we use this design: To gain background information. To define terms. To clarify problems and hypotheses. To establish research priorities. Where we use this design :We use this research where problem are in preliminary stage. 2) The term descriptive means that to describe and explain conditions of the present by using many subjects and questionnaires to fully describe a phenomenon. Why we use this design: To observe and describe. Where we use this design: It include Population census, Collection of

wide range of information such as household expenditure and crime statistics.

METHODS OF DATA COLLECTION The term data collection is used to describe a process of preparing and collecting data. The purpose of data collection to keep on record to make decisions.

TYPES OF DATA: Primary Data 1. Projective Method 2. Questionnaires Method 3. Interview Method 4. Direct Observation Method 5. Simulation Method

SECONDARY DATA It is that data which is collected by anybody else and used by someone else for different purpose. Example Government, Local, State, federal and International. It includes Academic Research, Business Trade and Industry Media Research. USE OF DATA COLLECTION METHOD IN PROJECT For our project the data has been collected from Primary Data Collection Method. For this reason I adopted the Questionnaires Method. Primary Data- It is that data which is collected from some primary resources i.e. source of origin of data. This is collected by first time. Questionnaires Method-The formsare completed and returned by respondents. An in expensive method that is useful where literacy rate high and respondent are cooperative.

COLLECTION AND PREPARATION OF DATA

a) TIME PERIOD:
The time period of our project is 45 days (04-06-2013 to 16-07-2013)

b) TOOLS:
Questionnaire Cause and Effect Excel Computer Smart Draw Software

 Column Chart

b) AREAS OF DATA COLLECTION: IN PATIENT DEPARTMENT OUT PATIENT DEPARTMENT

ANALYSIS AND INTERPRETATION

1 Helping Desk ? Not Satisfie d 58.57% 3.59% Highly satisfie d 8.37% 12.35% no comme nt 0.00% 14.34%

Helping Desk How well did we explain the various expenses and packages available Please rate the efficiency and warmth of the front office team

Satisfied 33.07% 69.72%

70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Not Satisfied Satisfied Highly satisfied no comment How well did we explain the various expenses and packages available Please rate the efficiency and warmth of the front office team

Interpretation: Analysis of Table 1) From the above table we reach at the conclusion that 58.57% patients are not satisfied but 33.07% patients are satisfied from the expenses of the hospital. 2) According to table 69.72% patients are satisfied but 3.59% patients are not satisfied from efficiency and warmth of front office team.

1. Accommodation? Accommodation How comfortable was your accommodation The quality of cleanliness and upkeep How well did all equipments/facilities work Not Satisfied 6.77% 9.96% 5.18% Satisfied 74.10% 70.52% 65.34% Highly satisfied 19.12% 19.52% 22.31% no comment 0.00% 0.00% 6.37%

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Not Satisfied Satisfied Highly satisfied no comment How comfortable was your accommodation The quality of cleanliness and upkeep How well did all equipments/facilities work

Interpretation: Analysis of Table 1) From the above table we reach at the conclusion that 74.10% patients are satisfied but 6.77% patients are not satisfied from the accommodation of the hospital. 2) According to table 70.52% patients are satisfied but 9.96% patients are not satisfied from the cleanliness and upkeep of the hospital.

3) From the above table we reach at the conclusion that 65.34% patients are satisfied but 5.18% patients are not satisfied from the equipments used for patient health care.

2. Dietary services?

Dietary services Quality of food Food service on time Efficiency and politeness of dietary team

Not no Satisfied Satisfied Highly satisfied comment 7.97% 60.16% 9.96% 21.91% 5.98% 60.56% 11.16% 22.31% 7.17% 58.57% 11.95% 22.31%

70.00% 60.00% 50.00% Quality of food 40.00% Food service on time 30.00% 20.00% 10.00% 0.00% Not Satisfied Satisfied Highly satisfied no comment Efficiency and politeness of dietary team

Interpretation: Analysis of Table 1) From the above table we reach at the conclusion that 60.16% patients are satisfied from the quality of food but 7.97% patients are not satisfied from the quality of food provided by the hospital to their patients. 2) According to table 60.56% patients are satisfied but 5.98% patients are not satisfied from the availability of food service on time. 3) From the above table we reach at the conclusion that 58.57% patients are satisfied from the efficiency and politeness of dietary team but 7.17% patients are not satisfied.

3. Medical and Nursing services? Medical and Nursing services Time spend by doctors to explain treatment Attention from our doctors team Attention from our nursing team How well did our nursing team explain your treatment, procedure and care at home Not Satisfied 2.79% 2.39% 2.79% 1.99% Highly satisfied 82.07% 82.47% 82.47% 82.47%

Satisfied 15.14% 15.14% 14.74% 14.74%

90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Time spend by doctors to explain treatment Attention from our doctors team Attention from our nursing team How well did our nursing team explain your treatment, procedure and care at home

Not Satisfied Satisfied Highly satisfied

Interpretation: Analysis of Table 1. From the above table we reach at the conclusion that 82.07% patients are satisfied from the treatment giving by the doctors but 2.79% patients are not satisfied from this.

2. According to table 82.47% patients are satisfied from the attention of doctors team but 2.39% patients are not satisfied.

3. From the above table we reach at the conclusion that 82.47% patients are satisfied from the attention of nursing team but 2.79% patients are not satisfied.

4. According to table 82.47% patients are satisfied from the explanation of treatment and procedure by nursing team but 1.99% patients are not satisfied.

4. Quality of services? Not Quality of services Efficiency Promptness Care and Warmth no

Satisfied Satisfied Highly satisfied comment 1.59% 3.59% 3.59% 24.30% 20.72% 21.91% 71.31% 72.91% 72.51% 2.79% 2.79% 1.99%

80.00% 70.00% 60.00% 50.00% Efficiency 40.00% 30.00% 20.00% 10.00% 0.00% Not Satisfied Satisfied Highly satisfied no comment Promptness Care and Warmth

Interpretation: Analysis of Table 1. From the above table we reach at the conclusion that 71.31% patients are satisfied from the efficiency regarding quality of services but 1.59% patients are not satisfied. 2. According to table 72.91% patients are satisfied but 3.59% patients are not satisfied from the promptness regarding quality of services. 3. From the above table we reach at the conclusion that 72.51% patients are satisfied from the care and warmth regarding quality of services but 3.59% patients are not satisfied.

5. Discharge procedure?

Discharge procedure Please rate the discharge process Efficiency of billing desk Response to any query

Not no Satisfied Satisfied Highly satisfied comment 0.80% 12.35% 0.80% 86.06% 3.59% 19.92% 0.80% 75.70% 3.59% 25.90% 2.39% 68.13%

90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Not Satisfied Satisfied Highly satisfied no comment Please rate the discharge process Efficiency of billing desk Response to any query

Interpretation: Analysis of Table 1. From the above table we reach at the conclusion that 12.35% patients are satisfied from the discharge process but 86.06% patients give no comment. 2. According to table 19.92% patients are satisfied but 75.70% patients give no comment. 3. From the above table we reach at the conclusion that 25.90% patients are satisfied from responses of any query but 68.13% patients give no comment.

6. Facilities? Facilities Not no Satisfied Satisfied Highly satisfied comment 27.49% 1.20% 5.98% 4.38% 1.59% 5.58% 40.24% 44.22% 52.19% 52.99% 52.59% 51.39% 31.87% 15.14% 38.25% 41.04% 43.03% 39.84% 0.00% 38.65% 3.59% 1.59% 2.79% 3.19%

Pharmacy Physiotherapy Waiting areas Cafeteria Lift/patient Trolley/Wheel chair Parking and Security

60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Not Satisfied Satisfied Highly satisfied no comment

Interpretation: Analysis of Table 1. From the above table we reach at the conclusion that 40.24% patients are satisfied from the pharmacy services but 27.49% patients are not satisfied. 2. According to table 44.22% patients are satisfied but 1.20% patients are not satisfied from the physiotherapy services.

3. From the above table we reach at the conclusion that 52.19% patients are satisfied from comfortless of waiting area but 5.98% patients are not satisfied. 4. From the above table we reach at the conclusion that 52.99% patients are satisfied from canteen services but 4.38% patients are not satisfied. 5. From the above table we reach at the conclusion that 52.59% patients are satisfied from lift/trolley services but 1.59% patients are not satisfied. 6. According to table 51.39% patients are satisfied but 5.58% patients are not satisfied from the parking facility.

7.

Accessibility? Highly No Highly Neutr Dissati Dissatis comm satisfied Satisfied al sfied fied ent 72.05% 21.43% 2.48% 3.73% 0.31% 0.00% 68.63% 22.67% 3.42% 3.42% 0.31% 1.55%

Accessibility Location of OPD Location of Pharmacy/Collection centre/Diagnostic block

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Location of Pharmacy/Collection centre/Diagnostic block Location of OPD

Interpretation: Analysis of Table 1. From the above graph, we find out the conclusion that 72.05% patients are highly satisfied from the accessibility of OPD but 0.31% patients are highly dissatisfied.

2. From the above graph, we find out the conclusion that 68.63% patients are highly satisfied from the accessibility of pharmacy/collection center but 0.31% patients are highly dissatisfied.

8. Clinical care? Highly satisfied Sati sfied 34.7 55.90% 8% 29.1 57.76% 9% Neu tral 7.14 % 9.63 % Highly Dissat Dissatisfie isfied d 1.55% 3.11% 0.62% 0.31%

Clinical care Time given by doctor Explanation by the doctor about your problem, treatment plan and other related information

60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Explanation by the doctor about your problem, treatment plan and other related information Time given by doctor

Interpretation: Analysis of Table 1. From the above graph, we find out the conclusion that 55.90% patients are highly satisfied from the time given by the doctor but 1.55% patients are dissatisfied.

2. From the above graph, we find out the conclusion that 57.76% patients are highly satisfied from the explanation by the doctor regarding their treatment but 0.31% patients are highly dissatisfied.

9. Behavior of staff? No Highly Highly comme satisfied Satisfied Neutral DissatisfiedDissatisfied nt 55.59% 56.52% 38.51% 4.04% 33.54% 5.28% 0.93% 0.31% 0.93% 1.55% 0.00% 2.80%

Behavior of staff Behavior of staff at the registration counter Behavior of opd and laboratory staff

60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

Behavior of staff at the registration counter Behavior of opd and laboratory staff

Interpretation: Analysis of Table 1. From the above graph, we find out the conclusion that 55.59% patients are highly satisfied from the behavior of staff but 0.93% patients are dissatisfied. 2. From the above graph, we find out the conclusion that 56.52% patients are highly satisfied from the behavior of laboratory staff but 1.55% patients are highly dissatisfied.

10. Waiting time? No <10 10-20 20-30 >30 comm mins mins mins mins ent 81.68 8.39 % 7.76% 1.24% % 0.93% 9.63 13.98 68.01 % % 7.45% % 0.62% 4.04 62.73 23.91 % 4.35% 4.97% % % 2.80 63.35 25.78 % 3.11% 4.97% % %

Waiting time Time gap between coming to opd and getting registered Time gap between getting registered an meeting the doctor Time gap between upcoming to lab and conduct laboratory test/investigations Did you receive the laboratory report on time

90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% <10 mins 10-20 mins 20-30 mins >30 mins No comment Time gap between getting registered an meeting the doctor Time gap between upcoming to lab and conduct laboratory test/investigations Did you receive the laboratory report on time Time gap between coming to opd and getting registered

Interpretation: Analysis of Table 1. From the above graph, we find out the conclusion that 81.68% patients are highly satisfied from the timing of getting registered but 8.39% patients are dissatisfied because they have to wait more.

2. From the above graph, we find out the conclusion that 68.10% patients are highly dissatisfied from available of reports not on time but 9.63% patients are satisfied from this.

3. From the above graph, we find out the conclusion that 62.73% patients are highly dissatisfied from time gap between for conducting the test but 4.04% patients are satisfied from this. 4. From the above graph, we find out the conclusion that 63.35% patients are highly dissatisfied from meeting the doctor but 2.80% patients are satisfied from this.

11. Functioning of services? Highly satisfie d 12.73% 9.32% 10.56% 9.94% 7.45% Highly No Neutra Dissatisfie Dissatisfie commen l d d t 11.80 % 14.60% 6.52% 0.31% 18.32 % 5.59% 3.42% 7.45% 14.91 % 1.24% 0.62% 13.04% 12.73 % 1.55% 0.93% 4.97% 11.80 % 3.73% 8.70% 15.53%

Functioning of services Comfort of the waiting area Cleanliness of the washroom Canteen services Security arrangements Parking facility

Satisfie d 54.04% 55.90% 59.63% 69.88% 52.80%

70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%

Comfort of the waiting area Cleanliness of the washroom Canteen services Security arrangements Parking facility

Interpretation: Analysis of Table 1. From the above table we reach at the conclusion that 54.04% patients are satisfied from the comfort of the waiting area but 6.52% patients are highly dissatisfied. 2. According to table 55.90% patients are satisfied but 3.42% patients are highly dissatisfied from the Cleanliness of the washroom. 3. From the above table we reach at the conclusion that 59.63% patients are satisfied from canteen services but 1.24% patients are dissatisfied. 4. From the above table we reach at the conclusion that 69.88% patients are satisfied from security arrangements but 0.93% patients are dissatisfied. 5. From the above table we reach at the conclusion that 52.80% patients are satisfied from parking facility but 8.70% patients are not satisfied.

FINDINGS

It is findings that: The conclusion that 74.10% patients are satisfied but 6.77% patients are not satisfied from the accommodation of the hospital. The conclusion that 58.57% patients are satisfied from the efficiency and politeness of dietary team but 7.17% patients are not satisfied. The conclusion that 82.07% patients are satisfied from the treatment giving by the doctors but 2.79% patients are not satisfied from this. The conclusion that 71.31% patients are satisfied from the efficiency regarding quality of services but 1.59% patients are not satisfied. The conclusion that 12.35% patients are satisfied from the discharge process but 86.06% patients give no comment. The conclusion that 40.24% patients are satisfied from the pharmacy services but 27.49% patients are not satisfied. The conclusion that 72.05% patients are highly satisfied from the accessibility of OPD but 0.31% patients are highly dissatisfied. The conclusion that 57.76% patients are highly satisfied from the explanation by the doctor regarding their treatment but 0.31% patients are highly dissatisfied. The conclusion that 55.59% patients are highly satisfied from the behavior of staff but 0.93% patients are dissatisfied. The conclusion that 63.35% patients are highly dissatisfied from meeting the doctor but 2.80% patients are satisfied from this.

CONCLUSION

I had completed my training successfully with Mediways Hospital, Ludhiana. I was assigned the Hospital Management as my project in which I have observe the recruitment and training process followed in Mediways Hospital, and the benefits of the training to the employees and also to the organization. I have deeply studied the various HR policies and procedure followed by the HR&ER department for hiring people and to trained them and finds out that the key objective of every organizations recruitment policy is to identify and hire people with relevant competencies and appropriate value system. The approach is to source people through data bank, advertisement, job-sites, internal job postings and referrals. The recruitment plans of various business functions are based on organizational business growth projections. The skilled manpower is critical for the growth of an organization. Every organization believes in adding value to its human capital through various training programs, thats why Mediways Hospital, arranges time to time training program for its employees. This enables its employees to learn their skills, think out of box, develop initiative, adopt a pro-active approach, become more productive quickly and chalk out a well defined career path which is in line within the overall organizational objectives. I have also come to know how the HR&ER department recruits the people and how they arrange the various training programs, what methods and techniques they use for recruitment and training, what benefits they get by giving training to the employees and also the various problem they face during recruitment and training, with the help of questionnaires and personal interviews (both individual as well as group interviews) with them. Few main challenges of the organization that are faced by the HR&ER department. HR&ER department must be capitalized the opportunities of the organization but at the same time do not ignore the threat of the organization. The main strength of the organization is its manpower. This organization recruits the best people by using the various recruiting sources such as advertisement, jobsites & referrals etc. Mediways Hospital focused on Employer-based training (EBT) and is prepared to support the HR&ER

department efforts to disseminate information about effective strategies and practices for training and retraining the employees. In the Mediways Hospital, I have learned the process of recruitment of the various categories of employees. In this institute employees are recruited on the bases of their qualification, personality, attitude, mental ability. Hence the company hires the best managers and other employees, to accomplish the company goals and also provide them time to time training. The training helps both the organization as well as the employees as it makes the employee to update their knowledge regarding their job, groom their personality and also helps them to achieve their personal as well as the organizational goals and on the other hand training helps the organization to make their employees productive and we know that the productive employee is always be a asset for a company. I have learned a lot from my training in Mediways Hospital and get the direct experience of working in such a reputed institute. I have studied the various policies and procedure of the recruitment and training which will help me in my future career.

LIMITATIONS OF HOSPITAL MANGEMENT

Investigation not done in accidental cases. Diagnosis services are not provided in a given period of time. Lack of helpers for old patients in some situations. In hospital, medicines are costly as compared to market. Proper knowledge not provided to patients in some critical situations. In emergency no proper sitting arrangement for patients attendants. There is no provision for drinking water at 2nd floor in IPD. Dietary services are not provided according to doctors

recommendations. Blood exchange is costly; patients have to pay more for it. There is no proper space for parking to park the vehicles. Ramps should be slippery and not appropriate for older patients.

SUGGESTIONS AND RECOMMENDATIONS

Medicines have to be charged on government basis. Park place can be utilized for emergency patients attendants for their sitting. On the weekends large numbers of patients are coming to the medicine department of OPD and waiting time for seeing doctor and getting medicine is very long so the hospital administrations try to decreasing the waiting time. The number of diagnostic rooms not enough so the hospital should have more diagnostic rooms. The hospital should provide newspapers and health related magazines in waiting area to patients. Review and improve the communication skills and competencies of doctors / nurses in responding to patients enquiries, when tending to older patients The number of dressing rooms not enough so the hospital should have more dressing rooms.

BIBLIOGRAPHY

References to a Books: Aswathappa, K. (2004), Human Resource and Personnel Management, TATA McGrawHill Publications, New Delhi Dessler, Gary (2005), Human Resource Management, Prentice-Hall of India Pvt. Ltd. Publishers, New Delhi. Gupta, Shashi K (2007), Human Resource Management, Kalyani Publications, Ludhiana. Kotler, P. (2007), Human Resource Management, Pearson Publishers Ltd., New Delhi. Noronha, P.A.(2006), Human Resource management, Symbiosis Centre for Distance Learning Publication, Pune. Robbins, P.Stephen and Sanghi, Seema, (2007), Human Resource Management, Pearson Publications, New Delhi.

References to Websites: www.mediways.com www.intouchfinacial.com www.google.com www.indiatimes.com www.finamcialweekly.com www.yahoo.com

QUESTIONNAIRE
1. How do you rate the quality of food provided in the canteen? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

2.How do you rate the hygiene level in the canteen? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

3.How do you rate the Hospital facilities/medical facilities ? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

4. How do you rate basic facilities ( Drinking water, Washrooms,) provided in hospital? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

5.How do you rate the medical & nursing prcess? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

6. How do you rate the time spent by the doctors to explain diagnoses/treatment ? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

7. How do you rate the nursing team explain treatment proceure and care at home? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

8. How do you rate the Transport facilities provided by the hospital? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

9. How do you rate the Commercial establishment (i,e Telephone booth, TM, Bank)provided by the hospital Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

10. How do you rate the community Quality of service care and warmth? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

11. How do you rate the of the Behaviour of OPD? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

12. How do you rate the Behaviour the staff at the registration counter? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

13. How do you rate the rest room& lunch room facilities provided by the hospital? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

14. How do you rate the behavior of OPD and laborites staff ? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

15. How do you rate the security arrangement? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

16. How do you rate the health checkup in the hospital? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

17. How do you rate the medicine prcoss ? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

18. How do you rate the waiting area in hospital? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

19. How do you rate the duty &shift timing of the staff? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

20. How do you rate family health plan facilities provided by the hospital? Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied [ [ [ [ [ ] ] ] ] ]

PROJECT REPORT ON

HOSPITAL MANAGEMENT IN MEDIWAYS HOSPITAL

Submitted to: Punjab Technical University, Jalandhar In partial fulfillment for the requirement of the degree of Masters of Business Administration Session: 2012-2014

Submitted by: Varinder Kaur MBA (3rd Sem) 1274141

KHALSA INSTITUTE OF MANAGEMENT AND TECHNOLOGY CIVIL LINES, LUDHIANA

CERTIFICATE
This is to certify that Ms. Varinder Kaur the student of Masters in Business Administration from Khalsa Institute of Management and Technology, From Punjab Technical University has successfully completed their Training in HR. from Mediways Hospital, Ludhiana, from 04/06/2013 to 16/07/2013. We had done their project on Hospital Management.

Varinder Kaur

DECLARATION

We hereby declare that the Summer internship report on Mediways Hospital is our original work done under the guidance of Col. Amandeep Kaur. This project is neither been submitted for the Diploma and Degree or any other similar titles. On the 4th June, 2013 we have fortunate enough to get opportunity to start our project in Mediways Hospital and we have completed our training on 16th July, 2013. We would especially like to thanks Miss Varinder Kaur for allowing us to do project in Mediways Hospital. We are very much impressed to the hospital because they provide a good Health care service with a quality of work

ACKNOWLEDGEMENT
The satisfaction that accompanies that the successful completion of any task would be in complete without the mention of people whose ceaseless cooperation made it possible. We wish to take this opportunity to extend her Deepest thanks to (DGM ADMN&HR) of Mediways Hospital, Ludhiana for allowing us to do summer project in his hospital. I am grateful to my project guide, HR Manager of Mediways Hospital, Ludhiana, for their instructions, guidance and dedications through each stage of Hospital Management Project. I thanks to my respected co-coordinator for help us in the preparation of this project.

VARINDER KAUR 1274141

PREFACE

It is said that without theory, practice is blind and without practice theory is meaningless. Any class room coaching can be made effective if it is supplemented by practical exposure in an organization. To bridge the gap between theory and practical and for proper solution of health care problem practical knowledge is very important and to be a perfect administrator one must be well aware of practical environment. Training gives opportunity to relate theory with practical. The training gives an excellent opportunity to a student to apply and prove his ability, intellect knowledge belief arrangement, judgment, reasoning by giving solution to assigned problem which reflects his caliber.

I had the privilege to do my summer Internship at Mediways Hospital, Ludhiana. It provides an ideal and congenial atmosphere for learning. My attempt would be successful and grateful if my project and project report serves the need and requirement of the organization in future.

CONTENTS
Chapter No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Topics INTRODUCTION AIM AND OBJECTIVES OF THE STUDY PURPOSE AND SCOPE OF THE STUDY INTRODUCITON TO HOSPITAL MANAGEMENT RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATION FINDINGS CONCLUSION LIMITATION OF THE STUDY SUGGESTION AND RECOMMENDATION BIBLIOGRAPHY APPENDIX Page No. 1-8 7 8-9 10-43 44-47 48-63 64 65-66 67 68