IMPROVEMENT OF INDIAN GOVERNMENT HOSPITALS

THROUGH SERVICE OPERATION MANAGEMENT

BY,
GOUTAM JOSHI
SOURAV JANA

OVERVIEW OF THE PUBLIC HEALTHCARE SYSTEM IN INDIA

The public health care system in India comprises a set of state-owned health care

facilities funded and controlled by the government of India and the state
governments.
World Health Organizations 2000 World Health Report ranking Indias healthcare

system at 112 out of 190 countries

Services provided at the Government hospitals are highly subsidized.
ESIC hospitals are also a part of the public health care system in India.
Specialist hospitals such as NIMHANS, Kidwai etc. are jointly run by the respective

state governments and the central government

MAJOR ISSUES BEING FACED BY THE GOVERNMENT

HOSPITALS
Lack of Customer focus
Non - Systematic approach to designing the layouts of the hospitals, resulting in

overloaded hospitals
Lack of working equipment
Bad supplier relationship
Lack of training given to junior doctors/new recruits
Lack of cleanliness

LACK OF CUSTOMER FOCUS

A significant amount of taxpayers money is spent on Government hospitals which puts these hospitals

in a critical position to be accountable for the quality of services and deliver quality services.
However, the in the hospitals, the focus on the customer(patient) is near zero level, the accountability

to the customer(patient, tax payer) is near zero.

Recommendation
With the use of scientific management, the workflow of a new patient must be created(i.e. for example creating

of a reception/help desk) where a new patient can register, and all his records are collated. This would help in
making the patients experience simpler.
Computerization of all the services provided by the hospital would help in tracking the statistics for the hospital

in turn providing the areas of concern to the management, helping them improve the workflow
By the use of computerization, and with the advent of the RTI act, the taxpayer may request any details, hence

increasing the accountability

NON - SYSTEMATIC APPROACH

The layout design for most of the government hospitals are not done on the basis of

scientific management principles

As and when a department was added, the buildings were extended. This results in

efficiency being reduced when employees move frequently from one department to
another, and the inconvenience for patients in locating the departments where they need
to go to.
Recommendation
Based on the existing infrastructure in the hospitals, location design principle, the layout can be

altered to provide maximum benefits to patients and the employees. Reduce the distance between
frequently interacting departments

LACK OF WORKING EQUIPMENT

It is often noticed in government hospitals that, even after the relevant equipment's needed are

purchased, after a few months/years.

Due to which patients are referred to private labs for tests, where the services are not subsidised,

for people from weaker economic sections this causes great inconvenience.
Delay in getting the equipment repaired, reiterates the lack of customer centric mindset of the

government hospitals
Recommendations
The maintenance of the equipment can be outsourced to private players, and the equipment operator can

take the ownership and ensure that the SLA by the private player.
If the equipment is under warranty, again the equipment operator must take the ownership and contact the

manufacturer for assistance.

Going through the administrative channel would result in delays, in turn causing inconvenience to the

patients

BAD SUPPLIER RELATIONSHIP

The suppliers here include the pharmaceutical companies and the OEM
The relations the vendors and the hospitals have not been good, due to either delay by the

hospital or the suppliers

The need for good supplier relation is must, due to the criticality of the services provided.
Recommendations
The purchase department should be upgraded.
Suppliers to be treated as partners
Timely payment of bills to the suppliers.

LACK OF CLEANLINESS

For any hospital, cleanliness would be the considered the most important aspect.
Without cleanliness the risk of infections and diseases spreading resulting in an outbreak is

higher.
In Government hospitals, cleanliness has always been a major area of concern. Despite of

many initiatives taken, the problem has not been solved

Recommendation
Outsourcing the cleaning services would provide accountability, which is currently the loop hole
Also, scientific management of waste also needs to be undertaken which currently is not being

carried out on a large scale.

CONCLUSION

A significant amount of taxpayers money is spent on Government hospitals which puts

these hospitals in a critical position to be accountable for the quality of services and deliver
quality services within the constraints of available resources.
With recommendations provided earlier the service level can go up significantly, which will

help deliver quality services

Thank you