MANAGEMENT INFORMATION SYSTEM

(MIS)
PROJECT REPORT:

ROCKLAND HOSPITALS LIMITED

Submitted by:
Group 1
Tanvi Aggarwal 15PGDM184
Ankur Kalra 15PGDM137
Mitul Takiar 15PGDM153
Pulkit Khera 15PGDM164
Shreya Gupta 15PGDM175
Sanya Nakra 15PGDM167

1. Introduction
Rockland Hospitals Limited (RHL) was initially set up in Dec 2004 under the trust Foundation for
Applied Research in Cancer (FARC). In 2007, a Management & Operations License Agreement
(MOLA) was signed between RHL and FARC, as per which entire operations and management (including
all debts & liabilities) of the hospital were transferred to RHL.
Rockland grew from 1 Hospital in Qutab in 2004 to 4 Multi-Super Specialty Hospitals in 2014. RHL is
currently running three hospitals in Delhi.

200 bed facility at Qutab institutional area

103 bed facility at Dwarka

505 bed super specialty hospital at Manesar

The purpose and objective of this project was to study the Management Information System(MIS)
implemented at RHL.
An efficient and future-proof Hospital Information System (HIS) is a key component of a viable health
system as Healthcare business models are evolving rapidly. Today, there is need to control processes that
govern this sector as costs rise and there is a requirement to manage the information that health
professionals need.
This report is based on the research done at the Qutab institutional area facility by conducting interviews
of various employees; transcripts for which are attached at the end of this report.

2. Previous MIS system

Previous MIS system employed by Rockland was provided by Wipro. Some features and shortcomings of
that system due to which the hospital management decided to change the system are listed below.

Higher cost.

Not robust.

The system was desktop based, hence every employee of the hospital could not access it.

It was a standard product provided by Wipro. They could not customize it according to the needs
of Rockland Hospital Limited.

Less scope for business intelligence and reporting.

Due to the higher cost and increasing requirement for customization as per the departments at hospital,
the need was to switch to a system which was more cost effective and at the same time delivered to the
expectation.

3. New MIS System

In January 2015, RHL implemented the new HIS system HINAI.
ICT Health- a dubai based company , implemented HINAI Web across its network of hospitals. HINAI
powered by ICT Health's cloud deployable virtualized HINAI platform provides scalability, deliver
improved clinical quality, better operational efficiencies, increased patient engagement & lowered costs,
thereby ensuring dramatically improved user acceptance & ROI and thereby support Rockland's growth
into a center of excellence in Healthcare.
HINAI Web is a comprehensive Hospital Information System dedicated to managing the automation
needs of virtually every segment of the healthcare environment.

3.1.

Features

Customization according to hospital's requirement was possible. This HIS was dedicated to
manage the needs of every segment of the healthcare environment.

Lower cost as compared to previous system. ( Wipro- Approx. 3 crore and Hinai- Approx. 1
crore )

Cloud based.

Access to everyone.
Data backup is done on cloud. Hence it can be retrieved in the case if system fails.
The system could also be accessed on smart phones.
The system was implemented at all the three branches of hospital. Hence this system played a
vital role in integrating the business.

Flexible and easy to use.

Stringent data security and easy recovery

Proper and regular support from vendor.

HINAI Web has the portability and connectivity to run on virtually all standard hardware
platforms.

4. Current Structure of the System

Currently the healthcare information system employed in Rockland has two major modules namely
Indoor patient department (IPD) module and the Operation Theatre (OT) module. The IPD module has
integrated the functioning:
- Billing
- Nursing

- Pharmacy (outsourced by pharmacist; linked to HIS )

The IPD module is further integrated with the Operation Theatre so that scheduling of operations can be
carried out smoothly.They are currently trying to implement the HRM module in the same system for
which continuous discussions are being carried out with the vendor.

5. Steps to Implement The System

6. Problems faced while Implementation

While implementing the new MIS system in the organization, Rockland Hospitals had to face a certain set
of problems. The main issues that came into picture while talking to the users of the system and the
implementers i.e. the IT personnel are listed below.

Time consuming

In order to shift from the previous system of Wipro to Hinai, it took a lot of time as the data had to be
transferred to the new system that is cloud based. Whereas the previous system was desktop based where
the data was stored in drives.

Resistance from employees

Employees were using the Wipro system from a long time. Hence they had become comfortable with the
system. Now when decision to introduce new system was taken, employees were initially resistant to
change.

Extensive training required

Proper training workshops were required in order to make the employees use the system efficiently.

7. Vendor support and Bug fixing

The initial contract cost of Rs. 1 crore with ICT health also included maintenance cost. Vendor of the HIS
system provide continuous support to the hospital for any issues they face with the system. Any minor
bugs are dealt internally by the IT department whereas the major issues are handled by the vendor. Users
lodge their complaints with the IT department who then direct those complaints to the vendor.
Apart from this, regular meetings of the senior management, departmental heads and the IT department
are held with the vendor in order to further customize the system and add new features to it as required by
the users.

8. Intelligent Reporting
In this new system, there is a better provision for business intelligence by generating intelligent business
reports. Dashboards provided by this system have more advanced features as compared to the previous
one.
It helps the administration and the top management to study the demographics of patients as well as the
staff.

For example, monthly reports of the doctors are created in order to analyze the revenue generated by
different doctors. These reports are then further used to access the requirement of new doctors in different
areas of specialization.

9. Shortcomings of Current System

Since the system is relatively new, vendors have not been able to fulfill all the requirements of the
hospital. The process of customization of system is still being carried out.
Currently the HR department has its own system of biometric attendance which is desktop based. HRM
module could not be implemented at the Rockland hospital as the vendors were not able to customize the
system according to the requirements given by HR department. Most of the work in this department is
carried out manually. Like payrolls are generated manually by the HR employees. Also, The leave
application process is handled manually. The hospital employees are not able to track the number of
leaves they have availed during the year. HR manager has to keep track of each employees leave balance
which leads to redundancy of data and sometimes data loss. Employees have to come to HR for various
issues as the reports for each employee are maintained on paper by the department.

10.

Key Learning

The learning that came out from this project is:

Senior level management plays an important role in making decision related to selection of the
vendor and system as they have to consider certain factors like cost and alignment of the system
with business objectives. The decision of implementing the MIS system is important as it also
leads to change in business processes internally in the department. Therefore the decision when
and how to implementation the MIS system is crucial.
Flexibility and robustness of the system are the important factors that differentiate various MIS
systems from one another. The selection of the MIS system depends on the requirements as the
requirements of every organization are different.
Implementation of MIS system has to be carried out carefully so that previous data is accurately
transferred to the new system without any data loss.
A proper method of implementation should be selected like in this case Rockland adopted
modular implementation and gradually phased out the previous system .
Features in the MIS system are added according to the needs of the users. Hence while
customization, proper interaction of users with the vendor is very important. Requirements to be
gathered from all the teams and documented accurately.
With time the need for further customization arises as the requirements keep changing with time.
Hence continuous feedback from the users and vendor support for customization play a vital role.
Over reliability on the vendors for support during crisis may hinder the functioning. Hence IT
team should be well trained with the system.

Interview 1 :
Name: Nikhil Varma
Department: IT
1. I would like to start by knowing your job profile and designation.
Ans: I am working in Rockland hospital as a junior executive for the past 3 years and 2 months
in IT department. My job profile is that of an IT technician in the hospital.
2. What is the organization structure of the IT department?
Ans: In the hospital we have vertical hierarchical structure. The department is headed by the
Head of IT department (HOD) followed by Assistant Manager, senior executive, junior executive
and then trainees.
3. Could you please tell us about the previous and present MIS system used in the hospital.
Ans: Previously we were using Wipro software as our MIS system software but now we have
moved to ICT based Hinai. It a Dubai based software. We have bought the system but
customization can also be done according to our convenience. For example the reports generated
by the systems present on the dash board can be viewed by other departments in the hospital.
4. What were the reasons that compelled the top management to change the software?
Ans: The main reason for changing the MIS system from Wipro to Hinai was the cost factor.
Initially Wipro charged us 3cr but Hinai is costing us 1cr only. Its a onetime expense and same
MIS system is used in all the 3 locations. Wipro system was a desktop based model where every
time app was needed to be installed to work on it but now since everything is web based and
Wipros web based model was significantly costly so we decided to go for Hinai.
5. When this software was implemented?
Ans: This software was implemented in January 2015.
6. What are the steps followed for implementing this new software?
Ans: first step in the deciding the software was the vendor selection. For this many vendors like
ICT, Hels, Tata telecom and some other local vendor contacted us. Then we (rockland hospital)
told them about our requirements. Again the vendors pitched about their products. Top
managements along with head of all departments selected ICT based on the claims made by the
company. After the vendor selection a round of demos and written documentation was given by
the company. The system by understood by the IT department of the organization and
customization of the model took place in the process. After getting acquainted by the software,

IT department organized various workshops and training sessions for the employees so that they
can also get accustomed to the software. The training was given department wise. Then we tested
various models and then modular implementation of the software took place. Initially IPD
module was implemented and then OT module. The HR module is still under construction.
7. In case of any glitches in the system, do company give any support in this condition?
Ans: Yes, the company gives technical support by sending its technician to look after the system
and find error also the cost of repair was included in onetime payment so no extra charges are
applicable in that case. If any updation of software is to be done then to a some extent it is can be
done by the IT department
8. What are the direct benefits of using this system?
Ans: The main benefit of using this software was that customization can be done according to the
needs of the hospital. The cost of the system was lower than the previous system. The new
system was a cloud based system. It can be accessed by anyone at any time of the day. The
system also generated a backup copy which is present in cloud itself. It can be used in any
platform either desktop, mobile or Linux. It integrated all the three platforms on one platform.
The system is a very secure system where data encryption is higher than previous system. The
support offered by the system vendor is higher than the previous one.
9. Do the employees were resistant to the changes being implemented and how were trained
to use the new software?
Ans: Initially no one was ready to except the new system but gradually they had to learn to use
this system because of the pressure from top management. They found that new system was
lengthier than the Wipro software. The employees were trained by organizing Work classes,
making them understand the system and workshops were held. Then they were given excess to
test system so that they can have good experience on the software.
10. What are the modules are present in the system?
Ans: All types of modules are present which look after IT billing, OT billing, maintenance,
accounts etc. each and every module is present on web so that it can be accessed by everyone.

Interview 2
Name: Mr. Alok Mann
Designation: Head (Administration Department)
Q: What is your current designation?
Ans: I am working as head administration.
Q: Can you tell us about HIS system used at Rocklands?
Ans: We use HINAI which is a product of ICT. As of now, We have IPD management which
takes care of IPD patients. There are 3 modules related to IPD. First is nursing , second is billing
and third is pharmacy. Pharmacy has its own software which is interlinked to billing, so whatever
nursing is using pharmacy gets linked to the patient bill, so accounts department can check which
medicine department.
Q: is that same as we see such software at pharmaceutical stores?
Ans: No, it is not the same. What you see in pharmacy shop is for OPD patients while IPD
medicines is dented from nursing station and pharmacy people provide to nursing station and it
got linked to it. What you have seen at pharmaceutical shops is not with us, that is available with
OPD pharmacy people. So for OPD, people go directly, ask for medicines and get that, so we are
not linked to that. We are just linked with IPD management.
Q: Which are the other modules in your current HIS?
Ans: There is another module for OT where OT scheduling being done and pharmacy for OT use
are indented. So, we get some pharmacy like implant etc comes directly from the vendors so OT
people add what was the operation, which implant was used and put directly to the bill. Another
module is HRM and supply chain management which is not use as of now. There are also some
other modules which are in pilot run now and studies are going on. So, HRM is directly
manpower management, attendance etc. Biometric have been linked to it so as soon as I do my
thumb impression my attendance get marked. Based on it, HR department generates salary etc.
Q: Are you using all modules?
Ans: Yes, I do look at MIS which is generated from various department. We have taken HIS
module from ICT and we have asked for certain customization so that we can grab as much data
as possible. So from HRM module I see how many people were on leave, what is the attrition
rate and what is the abseentism rate. I also look into IPD and OPD module to check how many
patients are there, what are the revenue generated from each doctor , what is the cash flow and
what is the credit.

Q: How did you decide on this system?

Ans: Many vendors come to us and they gave us their presentation and we all stood for ICT
because it was the best HIS system which would take us ahead because inter linkages is not a
problem in ICT and it is cloud based. So, a doctor sitting at home can see report of patient in
his/her smart phone. So, there are some value added functions of ICT over others
Q: What were the other options you had?
Ans: We were in talks with Tata telecommunication, Akhil who is local vendor of Delhi, ICT and
many others.
Q: As per our conversation with IT departments, you were using Wipro HIS system. What
were other factors for switching to this MIS system?
Ans: Cost was one the major unit. Also, we could inter linkage all of our 3 units which are in
Dwarka, Manesar and this unit of Rockland. Back end data is also available with us with
HINAI.So privacy and confidentiality is also maintained with this IS system.
Q: When did you change your IS system?
Ans: Before HINAI, we were using Wipro HIS system and from January 2015, we started using
HINAI system.
Q: What were the problems in Wipro HIS?
Ans: It was not a robust system. MIS system that we needed to use for daily planning was
missing. It was just a product from Wipro and no customization could be done on it.
Customization was a problem and with HINAI we can customize as per our requirements.
Q: How much time did it take to implement this system? Was there any project name
given to it?
Ans: We did not have any nomenclature for this project. We had pilot run for 5 6 months where
few of IT department persons, operations department and administration department were
involved in training to other department and nursing staff so that we do not face problem.
Q: So how did you go about implementing it? Did you phase out completely or did you do
in modules or phases?
Ans: We phased out gradually. We implemented in modules First, we started with OT
department and then we moved to IPD department.
Q: What were the steps taken to implement the system?

Ans: Initially training was done for whole staff and then pilot run of 15 days in which we used
few of the modules implemented on dummy basis and then we started with modules. The whole
process took 4 months. After successful launch of system at Qutub unit, we have successfully
replicated in Dwarka as well as Manesar unit.
Q: Is the entire system integrated?
Ans: Yes, it is integrated.
Q: So you have single database for all 3 units?
Ans: Yes we have integrated data. If we want to generate data of Dwarka or Manesar, we can
generate that.
Q: What are the major benefits of this system?
Ans: First is the customization. Second is privacy and confidentiality because all the back end
data is available. It is not like remote data stored somewhere in Chicago or Bangalore, so we
have access over that and nobody can fudge over that. Third is costing. It is cheaper.
Q: Is there anything that you would like to share on this IS system.
Ans: What I have observed in healthcare industry, that nobody has the expertise to customize the
IS system for industry. There are products available in the market which most of the hospitals are
using. So, customization is the key. Till date, we have no problem with the ICt but yes before
customization, we have to call them, tell them to their Bangalore office to make changes and I
feel those things should be available with our staff.
Q: Do all customization are done by ICT?
Ans: Few of the customization could be done by us while major of them are done by ICT people.
The customization that we can do is to add rate or cost of surgery to be added, adding more fields
in the bills and we need not to have their interventions.
Q: How does this system help you in taking strategic decisions?
Ans: Through this, We see demographic division of the system. We see from here the patients are
coming and then target those populations from areas from where we are not getting patients, then
we advertise and focus on those areas. And we also see the empanelments from which we are
getting more business and which are not . We also do analysis of revenue, doctor wise,
department wise. So if some doctors are not doing well, so we talk to them and all this could not
be done manually these days. We can also see what are the disease pattern. If we want to make a
new hospital so we see the patterns of diseases and then see which specialties can we add.
Q: How do you decide on what customization needs to be done?

Ans: We take feedbacks on quarterly basis we have meeting from all the HODs. So, the
loopholes which are there in the HIS are discussed in the meeting and try to customize it.
Something are done internally and some are done by ICT people.
Q: What overall feedback would you give to HINAI HIS?
ANs: It is a good `product and it is being used by many hospitals these days. Jaypee Hospital,
Noida is also using ICT. Also in healthcare industry, you cannot make a standard products for the
hospitals as every organization is different in this sector and customization is the key. So, overall
product is really good.

Interview 3:
This interview was taken by Mitul and Tanvi, members of Group 1. The respondent was Ms.
Bimla Bishth, Assistant Manager Human Resource Manager. She has been here since last 3
years with Rockland Hospitals Limited. There are currently only 3 people in HR department
including her. 2 other being Mr. Vijay Menon and Mr. Bharat.
Tanvi: We talked with people from IT department and they told us about the Hinai product and
Mr. Alok, Head, the Administrative department who told us that HRM module is a part of Hinai
product. So are you a user of this HRM module?
Ms. Bimla Bishth: This product is being used by the front office people like billing and al but
we do not use it.
Tanvi: But we were told that HRM is a part of it.
Ms. Bimla Bishth: No, HRM module hasnt been implemented yet.
Tanvi: Ok. Then the Biometric Attendance & Payroll System are part of which module that has
been implemented in HR department.
Ms. Bimla Bishth: These are different softwares and not a part of Hinai product. As for
biometric attendance, all employees punch their attendance in the machine and then later we
download the data and use it for payroll. Even the software used for both Biometric and Payroll
are
different
although
they
are
interlinked.
Mitul: Any particular reason why HRM I yet not a part of Hinai?
Ms. Bimla Bishth: Main reason is customization required as per our needs in the module.

Mitul: What are the problems that you have been facing while dealing with customization?
Ms. Bimla Bishth: Although this product is customizable as compared to previous WIPRO
product but our requirements are yet not being fulfilled and hence talks keep on going forward
and till the time the module matches all our requirements till then HRM module will not be
implemented.
Tanvi: So since HRM has not been implemented hence you would be facing problems in HR
related to activities like recruitment and all.
Ms. Bimla Bishth: Yes. Currently since whole HR activities are manual hence all documents and
figures are only in written and not in a computer. Hence if we have to categorize or view in detail
about these activities then we cant. So implementation of HRM module will be good for us as
there will be no manual documentation and everything will be online. Plus the complete
information will be visible and also transparent to all and thus if I want to see record of an
employee who was in the system few years ago then just by entering his name I would able to
get his address and other details but currently I cant.
Mitul: So is the condition same in the other 2 branches as well?
Ms. Bimla Bishth: Yes
Tanvi: So there is no integration and hence you might be able to know if someone is free here
and required there or vice versa in a particular department.
Ms. Bimla Bishth: Absolutely, this is thus a drawback of not having HRM module not being
implemented till now as integration in all organizations is very important and also good from
cost point of view.
Mitul: Although there is no HRM module here but was there any such in previous WIPROs
product?
Ms. Bimla Bishth: No. Actually WIPRO as per our knowledge did not provide any HRM
module. And although there are some individual HRM modules available in the market but we
wanted to include HRM module in the Hinai product that we bought.
Tanvi: Would you kindly highlight other problems do you face while handling operations
manually?
Ms. Bimla Bishth: Data Redundancy, creation of different reports manually which can be
created in no time when everything will be online on a system.

Tanvi: Also would you enlighten us as to how HRM department maintain transparency?
Ms. Bimla Bishth: Since both Biometric and Payroll softwares are desktop based and the
information is not available to all hence to maintain transparency we disseminate information to
HODs (Head of Departments) of all the departments and thus if any employee wants to see all
his details then he or she can view it from their respective HOD.
Mitul: So at last when can we expect HRM module being implemented?
Ms. Bimla Bishth: As soon as our customization requirements are met 100%, then well move
forward with it. And it is not that we have not moved ahead, the talks had been moving on since
last 1 year but there are some changes that come in mind only when the vendor comes with
proposed changes and hence when our needs will be met well implement it.

References:
http://www.icthealth.com/rockland-hospitals.aspx
http://www.icthealth.com/about-us.aspx
www.icthealth.com
http://www.wipro.com/industries/healthcare/solutions/hospital-information-system-his/
www.rocklandhospitals.com