Class Activity 8A Case 1 (Opening hospital in medicine store)

1)Strategy: To increase the revenue of the medicine store.

2)Structure: The hospital will entertain both inpatient and outpatients who arrive
for medical consultation. For the inpatients, there would be 5 beds to accommodate
them. The structure we are proposing is of a Shared Service Structure.
The critical success factors of this hospital are quality of the service provided,
affordability, timely care and availability of medicines
There would be 3 doctors who specialize in general medicine (who would be
working in shifts), 1 pathologist for testing of blood etc., 2 Nurses, 1 Ward Boys, 1
Admin Supervisor, 1 Clerk for managing the reception desk and scheduling the
patients and 1 cleaner.
The services of the Pathologist, Clerk, Cleaner, Nurses and the Ward Boy are shared
between the 3 doctors as per requirements.

Proprietor of the
Medicines Store

Doctor Doctor Doctor Admin

1 2 3 Supervis
or

Nurse 1
Nurse 2 S
H
A
R
Ward Boy E
D

S
E
Pathologist R
V
I
C
E
Clerk S

Cleaner
3)Processes: The hospitals working hours would be 24*7. The patients would be
required to contact the clerk for scheduling appointments and for assignment to the
doctors. The nurses are required to provide basic medical care, cleaners and ward
boys would be required to provide support as and when required. The pathologist is
required to submit his report in 24 hrs after being assigned samples for testing
Working Hours: Doctors will be working in shifts of 8 hours to ensure
uninterrupted access to medical care.
Compensation Process: Payroll processing will be taken care of by the
administrative manager. The compensation would be based in the prevailing market
scenario

4)Rewards: Performance Appraisal of doctors will be done by the proprietor based

on number of cases handled by them. The remaining support staff will be evaluated
based on their performance and feedback received from administration supervisor
and doctors.

5)People:

Roles and responsibilities:

a Doctors are responsible to provide primary health care
b Support staff will aid the doctors and take care of inpatients
Training & Development: Nurses with certified degree from a recognized college
will be hired and will get on the job training while closely working with doctors.
Doctors are required to have a minimum MBBS degree.
 Class Activity 8A Case 2 (Opening hospital in remote village)

Chief Medical
Officer
Doctor(Yourself)

Doctor Doctor Doctor Admin

1 2 3 Supervis
or

Nurse
S
1 H
Nurse A
R
Cleaner E
1 D
Cleaner
S
2
E
R
Pharmac
V
y Store
I
Attendan
C
t
E
Clerk S

STAR Model:
1. Strategy: Strategic goal for the hospital is to provide access to basic medical
care to residents of nearby villages at affordable cost.
Critical success factors for the organization will be Quality and affordability
of care, timely service, availability of personnel and medicine
2. Structure: We are using shared service model for support staff whose reporting
relationship is as described in diagram. Support staff will be responsible for their
functional task and will also be required to work as a team to facilitate doctors in
carrying out their duties.
3. People:
3.1 Roles and responsibilities:
a. Doctors are responsible to provide primary health care
b. Pharmacy attendant is responsible for maintaining necessary stock of
medicines
c. Support staff will aid the doctors and take care of inpatients
3.2 Training & Development: Nurses with certified degree will be hired and will
get on the job training while closely working with doctors.
4. Reward: Support staff and doctors will be rewarded for their exceptional
services based on critical incident basis. Public recognition of their services can be
used to boost their morale.
5. Processes:
5.1 Working Hours: Doctors will be working in shifts of 8 hours to ensure
uninterrupted access to medical care.
5.2 Compensation Process: Payroll processing will be taken care of by
administration supervisor. Chief medical officer will determine the compensation
level and pay mix of doctors and support staff. Doctors and support staff who are
not hired locally will be compensated by paying hardship allowance.
5.3 Performance Appraisal process: Performance of doctors will be done by
Chief Medical Officer (Owner) based on number of cases handled by them.
Support staff will be evaluated based on their performance and feedback
received from Administration supervisor and doctors.