Copy of Hospital Management
Content
NAME OF STUDENT ROLL NO TANK JHALAK J. 55
CLASS :
F.Y.A&F
Subject : BUSINESS COMMUNICATION TOPIC : HOSPITAL
FACULTI :
MR.PRITI OZA
INTRODUCTION OF HOSPITAL MANAGEMENT
Today the hospital is a place for the diagnosis & treatment of human ailments & restoration of health & well-being. The basic function of a hospital is to give proper treatment to the injured & sick without having any social, economic & racial discrimination. The hospital in an integral part of a social & medical organization, the function of which is to provide for the population, complete health care both curative & preventive in nature.
CALASSIFICATION OF HOSPITALS
There are different types of hospitals as there is a distinction in their structure function & performance.
A) ON THE BASIS OF OBJECTIVE
Teachingcum-Research
eneral
!pecial
B) ON THE BASIS OF MEDICINE "#!$%T&'!
&llopathic
&yurvedic
"omeopathic
(nani
#ther
C) ON THE BASIS OF OWNERSHIP
"#!$%T&'!
overnment
!emi- ovt.
)oluntary &gencies
$rivate *haritable
D) ON THE BASIS OF SIZE "#!$%T&'!
Teaching
+istrict
Tehsil,Taluka
$rimary "ealth *enters
IMPORTANCE OF MARKETING IN HOSPITAL SERVICES
%f we want -ualitative & -uantitative improvement in the hospital services then principles of marketing management be applied. The marketing principle aims at satisfying the user & further makes the hospital self-supportive. The following point justifies the importance of marketing management principles in hospital services. .. *reation of additional services. /. 0otivation potential users. 1. Refined behaviour of the provider. 2. &ggravating health consciousness. 3. 0aintaining financial viability. 4. enerating internal resources & become self-supportive. 5. 0aking refined treatment available.
OBJETIVES OF IXTH PLAN 1997-2002 RELATING TO HEALTH SERVICES
.. 67pansion & strengthening of 8ational "ealth $rogramme for effective implementation for achieving the goals of 8ational health policy.
/. *onsolidation of the infrastructure created up to )%%%th plan under minimum needs programme. 1. %mprovementation of 0ental health policy & provision of 0ental "ealth !ervices at grass root level through the e7isting infrastructure. 2. Training , Reorientation for the medical & para-medical health services providers who are at the grass-root level & with whom the community have direct contact. 3. 6ffective implementation of &%+! control programme with state support as per re-uirement. 4. !trengthening of transfusion of blood & blood product services through state blood transfusion *ouncil. 5. Taking special steps for controlling 6pidemic situations in Tribal, !ub-plan &rea especially !ensitive %ntegrated Tribal +evelopment $rojects. 9. $roviding ade-uate coverage to %ndigenous systems of 0edicines :%!0; such as &yurveda, (nani, and !idda & "omeopathy.
JASLOK HOSPITAL & RESEARCH CENTRE
The <aslok "ospital & Research *entre is one of the oldest tertiary care, multi-specialty Trust hospitals of the country. %n the late 4=s, when the establishment of large private hospitals was not common, the institution was conceptualized & endowed to the city of 0umbai by !eth 'okoomal *hanrai. !eth *hanrai came from a family of philanthropists who had businesses in many countries. The family had already supported many small & large projects. !eth 'okoomal entrusted +r. !hantilal 0ehta the task of establishing an ultra-modern centrally located medical centre where people of all races and creeds could receive the benefits of advanced health care. <aslok "ospital is situated at +r. +eshmukh 0arg., $eddar Road that is a main artery of !outh 0umbai and overlooking the &rabian !ea. The na e Ja!"#$ %a! &e'()e& *'# +he na e! #* Se+h L#$## a" & h(! %(*e S +. Ja!#+(,a(. Se+h Chan'a(-! )(!(#n %a! ( ."e en+e& an& ,'#/0h+ +# 'ea"(+1 "a'0e"1 ,1 h(! B'#+he'2(n2"a% Da&a Ma+h'a&a!
A!!# /"". The erstwhile $rime 0inister 0rs. %ndira inaugurated the hospital on 4th <uly .>51.
andhi
<aslok "ospital is a private, full-fledged multi-speciality hospital with 154 beds of which 45 are %*( beds. The number of consultants has increased from the initial 3= to around /31 with ./2 fully trained resident doctors. & having department of nursing school with 2>3 -ualified nurses & 4= students at any given time. Research activities in various fields in collaboration with other institutions in india & abroad 0ore importantly, the hospital has evolved into a tertiary referral centre for providing advanced, comple7 problems as well as a training institution. %t attracts patients not only from 0umbai but all parts of 0aharashtra, and other states and abroad. $rominent citizens from all over the country have availed of the advanced facilities at the <aslok "ospital. <aslok also attracts a significant number of patients from abroad. The institution now has around 13 established specialities and these are growing steadily. The departments are e-uipped with state of art e-uipment and manned by trained & dedicated staff many of who now run training programs. <aslok is now a fullfledged teaching institution and conducts postgraduate courses as well as a nursing school being recognised the 8ational ?oard of 67aminations in // specialties. The "ospital has also played an important role in serving the less fortunate sections of the society which was an important part of the vision of its founders. &s of date, out of 154 regular beds, 2. beds in the hospital are offered free of charge and .== beds are given at concessional rates. !ince it@s inception, the hospital has maintained a significant number of free and concessional beds. %n addition <aslok treats patients from some institutions including orphanages like the A?al &sha TrustB free of cost. *oncessions are also offered
to !enior *itizens and an active social work department helps the needy patients with donations from Trusts. Cell-developed specialties and services are available at <aslok "ospital & Research *entre are- +epartment of &nesthesiology, %maging & %nterventional Radiology department with *onventional Radiology, *T !can, and 0R% section, 0ammography. +epartment of Radiation #ncology, with 'atest $et-!can, modern *ardio )ascular & Thoratic !urgery, &dvanced +ental surgery, +ermatology, 6.8.T. +epartment Dully e-uipped %.*.(,, $%*(, & 8%*(. 8ephrology, 8euro !cience +ivision including 8eurology 60 with 6voke $otentials and nerve conductive studies and 8eurosurgery, *linical 8europhysiology, 8euroradiology, #phthalmology, #rthopedics & Trauma !ervices, $athology & Transfusion medicine, %mmunology, 0icrobiology, "aematology, !urgical $athology & 6lectron 0icroscopy, advanced $ediatrics & 8eonatology, Cell +eveloped vesicular surgery dept. +ept., of *hest +iseases, along with $ulmonary function laboratory (rology, with 'ithotripsy (ltrasound, #bstrectis & ynecology, #ncosurgery, 8uclear 0edicine Radiation #ncology, *ardiology, having full-fledged *ath 'ab for &ngiography &nd &ngio $lasty with 6.*. & / + 6*"#. astroentrology, eneral surgery, +ept. of %nfertility management and &ssisted Reproduction :%)D;, enetics, $sycharity, 6ndocrinology, $hysiotherapy, 0olecular 0edicine & ?iology, $lastic surgery, %nternal 0edicine, Radio immunoassay :R%&;, with To7icology, +epartment of eneral surgery & &llied with various supra major & advance surgeries #peration Theatre with modern Dacilities. %n- $atient Dacilities, *asualty, ?lood ?ank, "ealth *heck E(p, $harmacy, !upport !ervices, 0a7illo Dacial $rosthesis.
3"(3$ #n +he &e.a'+ en+ na e +# 'ea& &e+a("!
Na e #* +he *linic
S.#'+! In4/'1 C"(n(3 Men#.a/!e C"(n(3 E.("e.!1 C"(n(3 0uscle +isorder *linic H1.e'+en!(#n C"(n(3
C"(n(3 Da1! & T( e Driday E 1pm to 2pm Thursday E 9.1=am to .=.1=am Thursday E /pm to 2pm CednesdayE1.1=pm to 4pm 0onday - .. am to .pm Thursday - .. am to .pm Cednesday E .=am to ./noon Cednesday E .=am to ./noon
C"(n(3
Pe'(.he'a" Va!3/"a' C"(n(3
Va'(3#!e C"(n(3
A'+h'(+(! & Rhe/ a+(!
Thursday - 9.1=am to .=am !aturday - 9.1=am to .=am Tuesday & Thursday Thursday /pm to 2pm !aturday .=am to ./ noon Tuesday & Thursday /pm to 2pm Tuesday & Thursday ..am to .pm Thursday - /pm-2pm &
Hea&a3he C"(n(3 Pe&(a+'(3 Rhe/ a+#"#01 C"(n(3
In*e3+(#/! D(!ea!e! C"(n(3: "%) , &%+! "%) & Tuberculosis "%) & 'iver +isease
!aturday E ..am-./ noon
%nfertility , %)D *linic
0onday to Driday E .=am to ./ noon Tuesday .pm E 2pm :6valuation F Ced & Driday >am-./ noon;
Ne/'#.!13h(a+'1 C"(n(3
W# en! Men+a" Hea"+h C"(n(3
0onday & Thursday .pm E 2pm :6valuation F 0onday >am to ./ noon; Tuesday E .. am to . pm Driday E .. am to . pm !aturday - ./ noon to . pm Tuesday - >am E .=am Driday E /pm E 1pm
M#)e en+ D(!#'&e' C"(n(3 H(.a+#,("a'1 C"(n(3
La3+(3 C"(n(3
Ne/'#.!13h#"#0(3a" Te!+(n0 0onday, Cednesday & C"(n(3 Driday >am to /pm M##& D(!#'&e' C"(n(3
$ain *linic
Cednesday - . pm to 2 pm Driday - . pm to 2 pm Cednesday - ./ to /pm Driday - . to 1pm Tuesday-> am to ..am
!pasticity *linic
MAR5ETIN6 MI7 OF JASLO5
$R#+(*T 0%G
+iagnostic !ervices
$atient Dacilities
0edical
!pecialties 6mergency 6-uipments !ervices
&s you can see from above diagram <aslok has various types of product & services. D(a0n#!+(3 Se')(3e!: 2 +iagnostic services including various pathological tests, 8uclear 0edicine, Radio-%sotope tests, 66 , 60 , /+ 6cho, !tress test, etc., and advanced imaging services can be re-uisitioned based on a prescription from your physician. +iagnostic services available in <aslok "ospitalF !tate Eof-the-art .4 Drame light-speed *T , 1/ *hannel, "igh resolution total body 0R% 0agnator, &vanto high Dield 0R% amma & $6T *ameras / *ath 'abs 1+ , /+ E 6chocardiography and non-invasive cardiac lab !tress Test (ltra !onography +igital subtraction &ngiography
+igital G-Rays 8uclear 0edicine $athology "ematology 0icrobiology "istopathology and 6lectron 0icroscopy ?iochemistry %mmunology R.%.&. :Radio-%mmunoassay; 0olecular 0edicine & enetics Pa+(en+ Fa3("(+(e! -#$+ !ervices -%n $atients !ervices -*asualty -$reventive "ealth *heckup -+ay *are -?lood ?ank -$ackages #ffered -&dmission $rocedure -+ischarge $rocedure -+iagnostic !ervices - uidelines -"ospital Timings -Tariffs -#ther Dacilities -"elping "and -%nternational $atients
Me&(3a" S.e3(a"(+(e!:2
2Ane!+he!(#"#01 2A!!(!+e& Re.'#&/3+(#n & 6ene+(3! 2Ca'&(#"#01 2Ca'&(# Va!3/"a' & Th#'a3(3 S/'0e'1 2Ca'&(a3 Reha,("a+a+(#n & P'e)en+()e Ca'&(#"#01 2Che!+ D(!ea!e! 2Den+a" S/'0e'1 2De' a+#"#01 2En'(n#"#01 & Me+a,#"(! 2ENT 26a!+'#en+e'#"#01 26ene'a" S/'0e'1 2I a0(n0 In+e')en+(#na" Ra&(#"#01 2In+e'na" Me&(3(ne 2In+en!()e Ca'e Un(+ 2Ma8(""#*a3(a" P'#!+he!e! 2Me&(3a" On3#"#01 2M#"e3/"a' Me&(3(ne & B(#"#01 2Ne.h'#"#01 2Ne/'#!3(en3e 2N/3"ea' Me&(3(ne 2O,!+e+'(3! & 61ne3#"#01 2On3#!/'0e'1 2O.h+ha" #"#01 2O'+h#.e&(3 & T'a/ a 2Pa+h#"#01 2Pe&(a+'(3! & Ne#na+#"#01 2Ph1!(#+he'a.1 2P"a!+(3 S/'0e'1 2P!13h(a+'1 2Ra&(a+(#n On3#"#01 2Ra&(#( / #a!!a1 9RIA)
2U"+'a!#/n& 2U'#"#01 ABOUT THE DEPARTMENT The +ept of &nesthesiology provides anesthesia services to patients undergoing surgical procedures.
FACILITIES & SERVICES
• • • • • • • •
$re-operative check-up, $re-medication and conduction of anaesthesia. &cute pain care & post operative pain relief &naesthesiaF eneral, regional and local %ntensive monitoring and peri-operative monitoring #bstetrics analgesia 0onitoring of critically ill or seriously injured patients. +iagnosis and treatment of painful syndromes.
O/+!(&e +he #.e'a+(#n +hea+'e +he De.a'+ en+ .'#)(&e! 9OPD)
• • • • • • • • • • • • •
#$+ anaesthesia services &cute pain, and chronic pain relief analgesia. 'abour analgesia $ost-operative pain relief via continuous epidural service and $*&. !ervices as part of the hospital@s emergency Red &lert calls for patients re-uiring cardio pulmonary resuscitation. &naesthesia for day care surgery 0onitored anesthesia care is provided for *ardiac *ath 'ab %maging including radiography, *T and 0R%. 8eurology astroenterology Radio diagnosis & radiotherapy 8uclear medicine
&?#(T T"6 +6$&RT068T The <aslok "ospital *ardiology +epartment is commonly recognised as one of the leading centers for best -uality cardiac care. $atients from cardiac centers all over %ndia are received and treated in this department. %t is a high volume centre with over /3= coronary angiographies, 5== angioplasties and more than 3=-pacemaker implantations being performed annually.
FACILITIES & SERVICES E:/(. en+ a)a("a,"e %t has two fully e-uipped, !tate-of-&rt, digitized and functioning *ath-'abs, being amongst the few in the city, which are available for carrying out procedures round the clock. This permits us to perform $rimary &ngioplasty for patients with acute heart attack in the shortest time, thereby saving many lives. Se')(3e! A)a("a,"e
•
• • • •
To facilitate successful angioplasty in comple7 cases the cath labs are e-uipped with intravascular ultrasound, Rotablator, $T0R, %&$?, special thrombus e7traction catheters and delivery catheters. %nsertion of a variety of stents including the latest medicated, drug coated stents. 'atest e-uipment for 6$ study and Radio fre-uency ablation for diagnosis and treatment of *ardiac arrhythmias. %mplantation of &%*+s and combination devices. ?iventricular pacing for heart failure.
?alloon 0itral )alvuloplasty.
N#n2In)a!()e Ca'&(#"#01 • !tress test, /+-6cho and *olour +oppler • Transeosoplageal 6chocardiography. • /2 hr. &mbulatory "olter 0onitoring &denosine thallium and dobutamine /+-6cho
Pae&(a+'(3 Ca'&(#"#01 +iagnosis by *ardiac *atheterisation and interventional treatment including closure of $+&, &!+ and pulmonary and aortic valvuloplasty in children. ABOUT THE DEPARTMENT The department of *ardiovascular and thoracic surgery is one of the leading departments in the city with some of the best consultants surgeons in the city. The spectrum of cases covered includes all age groups from neonates to octogenarians. The department of cardiovascular and thoracic surgery provides a wide range of very uni-ue services, all of which are absolutely state of the art and on a level of results that is on par with international standards.
FACILITIES & SERVICES The spectrum of cases covered includes all age groups from neonates upwards. Ca'&(a3 !/'0e'1 #**e'e&
• • • •
*ongenial heart surgery 0itral valve repair !ingle and double valve replacement &ortic root replacement
C#'#na'1 a'+e'1 !/'0e'1 by various approaches and focused on total revascularisation
• •
$rovides permanent and long term results Thoracoscopic surgery done routine by on a large number of patients
procedure
%n addition to the above, modified maze repair or replacement is also performed.
for mitral valve
S/'0e'1 #n .e&(a+'(3 .a+(en+! by minimal invasive techni-ue Va!3/"a' !/'0e'(e!
•
%ncludes aortic surgeries and peripheral vascular surgeries
*ombined carotid and bypass procedures
ABOUT THE DEPARTMENT <aslok "ospital has recently opened the +epartment of $reventive *ardiology and *ardiac Rehabilitation. This is an attempt by the hospital to provide ongoing care, for patients recovering from cardiac events and for post cardiac interventional care. This department is also structured to prevent "eart +isease from taking
its
toll
through
its
programs
for
$rimary
$revention.
+epartment of $reventive *ardiology and *ardiac Rehabilitation are e-uipped with Telemetry e-uipment to monitor online 6* for a completely supervised program as well as e7ercise e-uipment. FACILITIES & SERVICES $rimary & !econdary $revention is addressed and individualized program provided through a well-designed risk stratification system, which involvesF
• • •
• •
6valuation and stratification of risk factors present 6valuation of body composition to find out areas which need to be strengthened $rovide an individualized prescription based on the assessments for physical activity, nutrition, and treatment of the risk factors that may be present *ounselling on lifestyle factors and providing relevant guidance for preventing cardiovascular disease manifestation $roviding educational material
%ndividualized interventions for effective behavioural modification
ABOUT THE DEPARTMENT The %ntensive *are (nit has the latest state-of-the-art e-uipment and is well known for highly -ualified and e7perienced specialists. %t has bed strength as much as 45 as follows F
•
Me&(3a" & Ca'&(a3 ICU %(+h ;< Be&! for cardiac problems, post open-heart surgery patients, pulmonary and other medical problems. S/'0(3a" ICU %(+h ;= Be&! for general, thoracic and oncosurgery patients. Ne/'#"#01 an& ne/'#2!/'0e'1 ICU %(+h ;> Be&! In+en!()e Pae&(a+'(3 Ca'e Un(+ with 9 beds caters to paediatric including neonate age groups. H(0h &e.en&en31 /n(+ %(+h < Be&! P#!+ An0(#."a!+1 Un(+ %(+h ? Be&! %(+h @ Be&!
• • • • •
5(&ne1 T'an!."an+ R##
FACILITIES & SERVICES E:/(. en+
•
&ll %*(s are e-uipped with state-of-the-art ventilators and monitors with modular pressure transducer system %ntra-aortic balloon pump $ortable 7-ray facilities,emergency lab investigations 6-uipped to measure all haemodynamic and ventilatory parameters &rterial blood gas measurement by modular system Two cardiac catheterisation laboratories available round the clock. *T scan & 0R% facilities available round the clock
• • • • • •
67pert senior intensivists are available round the clock in all %*(s.
Ot !" F#$%&%t%!'
Ca+e'(n0 Se')(3e! & modern and most hygienic kitchen with -ualified chefs and with well-trained waiters serve the meals to patients under supervision of dieticians. The relatives staying with patients may also utilize the meal facility in the dining hall and the cafeteria in the podium.
Ban$(n0 Fa3("(+(e! ?anking facilities to deposit the advance, interim and final bills are available. *redit cards :limited; are also accepted.
Pha' a31
Round the clock pharmacy services are available. Se')(3e! A)a("a,"e
•
+istribution of medicines , !urgical items prescribed from the hospital are supplied directly to patients in the various %*(s and floors and to the operation theaters. #n line computer system. The $harmacy is connected to all the floors as well as to every department and the drugs can be re-uisitioned on line. #$+ patients are also permitted to purchase medicines from the pharmacy. !pecial discounts have been approved by 0anagement on some costly cancer & cardiac drugs :conditions apply;. connected to all the floors as well as to every department and the drugs can be re-uisitioned on line.
•
•
#$+ patients are also permitted to purchase medicines from the pharmacy. !pecial discounts have been approved by 0anagement on some costly cancer & cardiac drugs :conditions apply;.
F"#'(!+ & florist shop is available in the podium of the hospital for providing facilities to friends,relations
who want to convey good wishes to the patients through flower bou-uets.
A ,/"an3e & /2 hours ambulance service is available with highly skilled team of doctors and paramedics, to facilitate the movement of patients.
PLACE OF JASLOK
&s you@ve probably noticed, things are changing at the hospital. ?y keep these things in mind they place <aslok at local area. so normal people can easily access it. They have employees who look forward to coming to work, patients who will only go to ood !amaritan "ospital for treatment, physicians who are waiting to practice medicine here, leaders who empower their staff to succeed & visitors who can not stop speaking about the e7cellent service at ood !amaritan. O/' 0#a" (! +# 3'ea+e a 3/"+/'e +ha+ (! /"+( a+e"1 *#3/!e& #n .a+(en+ !a+(!*a3+(#n.
&s you know place of <aslok is natural gift. %t has seaside area because of which patient get peace of mindH he can get netter air etc. $lace is also important make the success to the organization.
$R#0#T%#8 0%G
*onference $rint
Cork !hop
0edia &dvt.
!eminars
*onference
&s part of our services to conference delegates, we have developed links for travel sites, for miImedical jobs &, in the near future, for medical search engine & other medical web sites.
!eminar
• 67pands the breadth & depth of students understanding of health sector mangement. • *omplement the material from the 0?& core cources by demonstrating application to the health sector. P'(n+ Me&(a
This site contains web pages created by "ospital 8ewspaper & third party content providers. This $rivacy statement only applies to data collected by hospital newspaper on this website. W#'$ Sh#. %ts mission is to provide, A&ssurance to healthcare worldwideB & also to bring healthcare of international standards within the reach of every individual at much lower cost.
PEOPLE OF JASLOK
The <aslok "ospital is committed to treating patients with medical e7cellence, care, compassion & tenderness. %t offers suppor to the patients & their family members, who find themselves in such environment where they have to interact with mew people, new places, new doctors & other personnel. The <aslok "ospital is like a home of e7perienced medical professionals in enhancing the patient care. %t is famous for the pleasant, comfortable, air-conditioned patient rooms e-uipped with nurse call system, television & telephone facility during their treatment.
PRICE MIX OF JASLOK
%t is very important J$@ in the whole marketing mi7. &s the <aslok is the private hospital it charges high fees with better comforts. %n the <aslok "ospital, the bed charges for !uit +elu7e is Rs.3===, for J&@ class is Rs./3==, for J*@ class is Rs..3== & 6conomy is Rs.4== per day. The charges for surgical %*(,%**( for !uit is Rs.33=, for J&@ class Rs. 2===, & for 6conomy is Rs. .4== The above tariffs include meals, linen & nursing. They do not include the consultant sectors visits, laboratory charges, procedures, tests, drugs, & telephone bills. /=K surcharges levied on rooms, investigation, operation, doctor@s fees, etc. $atients can give payment in cash or by credit.
PROCESS MIX OF JASLOK
%n the <aslok "ospital, when the people came for checking, the doctors are having physical e7amination or taking some tests, on which basis they are given medicines to the patients. if the patients is having any surgery or accidents hospital providing intensive care, emergency services, catering, laundry, blood bank, laborites, clinical pathology nursing services, etc. the doctor also giving suggestion on having food. "ospital is providing modern &most hygienic food with -ualified chefs & well-trained waiters.
PH(SICAL EVIDENCE OF JASLOK HOSPITAL
%t includes the surrounding as well as the inner atmosphere of the hospital. #n the backside of <aslok "ospital there is a sea face, which creates healthy atmosphere. %n the hospital intensive care unit is a heart of hospital. %t is for those people who re-uired special treatment. eneral wards, medical shops, clinics, emergency wards are provided for the patients. <aslok provides fast services of ambulances for their patients.
CLASS :
F.Y.A&F
Subject : BUSINESS COMMUNICATION TOPIC : HOSPITAL
FACULTI :
MR.PRITI OZA
INTRODUCTION OF HOSPITAL MANAGEMENT
Today the hospital is a place for the diagnosis & treatment of human ailments & restoration of health & well-being. The basic function of a hospital is to give proper treatment to the injured & sick without having any social, economic & racial discrimination. The hospital in an integral part of a social & medical organization, the function of which is to provide for the population, complete health care both curative & preventive in nature.
CALASSIFICATION OF HOSPITALS
There are different types of hospitals as there is a distinction in their structure function & performance.
A) ON THE BASIS OF OBJECTIVE
Teachingcum-Research
eneral
!pecial
B) ON THE BASIS OF MEDICINE "#!$%T&'!
&llopathic
&yurvedic
"omeopathic
(nani
#ther
C) ON THE BASIS OF OWNERSHIP
"#!$%T&'!
overnment
!emi- ovt.
)oluntary &gencies
$rivate *haritable
D) ON THE BASIS OF SIZE "#!$%T&'!
Teaching
+istrict
Tehsil,Taluka
$rimary "ealth *enters
IMPORTANCE OF MARKETING IN HOSPITAL SERVICES
%f we want -ualitative & -uantitative improvement in the hospital services then principles of marketing management be applied. The marketing principle aims at satisfying the user & further makes the hospital self-supportive. The following point justifies the importance of marketing management principles in hospital services. .. *reation of additional services. /. 0otivation potential users. 1. Refined behaviour of the provider. 2. &ggravating health consciousness. 3. 0aintaining financial viability. 4. enerating internal resources & become self-supportive. 5. 0aking refined treatment available.
OBJETIVES OF IXTH PLAN 1997-2002 RELATING TO HEALTH SERVICES
.. 67pansion & strengthening of 8ational "ealth $rogramme for effective implementation for achieving the goals of 8ational health policy.
/. *onsolidation of the infrastructure created up to )%%%th plan under minimum needs programme. 1. %mprovementation of 0ental health policy & provision of 0ental "ealth !ervices at grass root level through the e7isting infrastructure. 2. Training , Reorientation for the medical & para-medical health services providers who are at the grass-root level & with whom the community have direct contact. 3. 6ffective implementation of &%+! control programme with state support as per re-uirement. 4. !trengthening of transfusion of blood & blood product services through state blood transfusion *ouncil. 5. Taking special steps for controlling 6pidemic situations in Tribal, !ub-plan &rea especially !ensitive %ntegrated Tribal +evelopment $rojects. 9. $roviding ade-uate coverage to %ndigenous systems of 0edicines :%!0; such as &yurveda, (nani, and !idda & "omeopathy.
JASLOK HOSPITAL & RESEARCH CENTRE
The <aslok "ospital & Research *entre is one of the oldest tertiary care, multi-specialty Trust hospitals of the country. %n the late 4=s, when the establishment of large private hospitals was not common, the institution was conceptualized & endowed to the city of 0umbai by !eth 'okoomal *hanrai. !eth *hanrai came from a family of philanthropists who had businesses in many countries. The family had already supported many small & large projects. !eth 'okoomal entrusted +r. !hantilal 0ehta the task of establishing an ultra-modern centrally located medical centre where people of all races and creeds could receive the benefits of advanced health care. <aslok "ospital is situated at +r. +eshmukh 0arg., $eddar Road that is a main artery of !outh 0umbai and overlooking the &rabian !ea. The na e Ja!"#$ %a! &e'()e& *'# +he na e! #* Se+h L#$## a" & h(! %(*e S +. Ja!#+(,a(. Se+h Chan'a(-! )(!(#n %a! ( ."e en+e& an& ,'#/0h+ +# 'ea"(+1 "a'0e"1 ,1 h(! B'#+he'2(n2"a% Da&a Ma+h'a&a!
A!!# /"". The erstwhile $rime 0inister 0rs. %ndira inaugurated the hospital on 4th <uly .>51.
andhi
<aslok "ospital is a private, full-fledged multi-speciality hospital with 154 beds of which 45 are %*( beds. The number of consultants has increased from the initial 3= to around /31 with ./2 fully trained resident doctors. & having department of nursing school with 2>3 -ualified nurses & 4= students at any given time. Research activities in various fields in collaboration with other institutions in india & abroad 0ore importantly, the hospital has evolved into a tertiary referral centre for providing advanced, comple7 problems as well as a training institution. %t attracts patients not only from 0umbai but all parts of 0aharashtra, and other states and abroad. $rominent citizens from all over the country have availed of the advanced facilities at the <aslok "ospital. <aslok also attracts a significant number of patients from abroad. The institution now has around 13 established specialities and these are growing steadily. The departments are e-uipped with state of art e-uipment and manned by trained & dedicated staff many of who now run training programs. <aslok is now a fullfledged teaching institution and conducts postgraduate courses as well as a nursing school being recognised the 8ational ?oard of 67aminations in // specialties. The "ospital has also played an important role in serving the less fortunate sections of the society which was an important part of the vision of its founders. &s of date, out of 154 regular beds, 2. beds in the hospital are offered free of charge and .== beds are given at concessional rates. !ince it@s inception, the hospital has maintained a significant number of free and concessional beds. %n addition <aslok treats patients from some institutions including orphanages like the A?al &sha TrustB free of cost. *oncessions are also offered
to !enior *itizens and an active social work department helps the needy patients with donations from Trusts. Cell-developed specialties and services are available at <aslok "ospital & Research *entre are- +epartment of &nesthesiology, %maging & %nterventional Radiology department with *onventional Radiology, *T !can, and 0R% section, 0ammography. +epartment of Radiation #ncology, with 'atest $et-!can, modern *ardio )ascular & Thoratic !urgery, &dvanced +ental surgery, +ermatology, 6.8.T. +epartment Dully e-uipped %.*.(,, $%*(, & 8%*(. 8ephrology, 8euro !cience +ivision including 8eurology 60 with 6voke $otentials and nerve conductive studies and 8eurosurgery, *linical 8europhysiology, 8euroradiology, #phthalmology, #rthopedics & Trauma !ervices, $athology & Transfusion medicine, %mmunology, 0icrobiology, "aematology, !urgical $athology & 6lectron 0icroscopy, advanced $ediatrics & 8eonatology, Cell +eveloped vesicular surgery dept. +ept., of *hest +iseases, along with $ulmonary function laboratory (rology, with 'ithotripsy (ltrasound, #bstrectis & ynecology, #ncosurgery, 8uclear 0edicine Radiation #ncology, *ardiology, having full-fledged *ath 'ab for &ngiography &nd &ngio $lasty with 6.*. & / + 6*"#. astroentrology, eneral surgery, +ept. of %nfertility management and &ssisted Reproduction :%)D;, enetics, $sycharity, 6ndocrinology, $hysiotherapy, 0olecular 0edicine & ?iology, $lastic surgery, %nternal 0edicine, Radio immunoassay :R%&;, with To7icology, +epartment of eneral surgery & &llied with various supra major & advance surgeries #peration Theatre with modern Dacilities. %n- $atient Dacilities, *asualty, ?lood ?ank, "ealth *heck E(p, $harmacy, !upport !ervices, 0a7illo Dacial $rosthesis.
3"(3$ #n +he &e.a'+ en+ na e +# 'ea& &e+a("!
Na e #* +he *linic
S.#'+! In4/'1 C"(n(3 Men#.a/!e C"(n(3 E.("e.!1 C"(n(3 0uscle +isorder *linic H1.e'+en!(#n C"(n(3
C"(n(3 Da1! & T( e Driday E 1pm to 2pm Thursday E 9.1=am to .=.1=am Thursday E /pm to 2pm CednesdayE1.1=pm to 4pm 0onday - .. am to .pm Thursday - .. am to .pm Cednesday E .=am to ./noon Cednesday E .=am to ./noon
C"(n(3
Pe'(.he'a" Va!3/"a' C"(n(3
Va'(3#!e C"(n(3
A'+h'(+(! & Rhe/ a+(!
Thursday - 9.1=am to .=am !aturday - 9.1=am to .=am Tuesday & Thursday Thursday /pm to 2pm !aturday .=am to ./ noon Tuesday & Thursday /pm to 2pm Tuesday & Thursday ..am to .pm Thursday - /pm-2pm &
Hea&a3he C"(n(3 Pe&(a+'(3 Rhe/ a+#"#01 C"(n(3
In*e3+(#/! D(!ea!e! C"(n(3: "%) , &%+! "%) & Tuberculosis "%) & 'iver +isease
!aturday E ..am-./ noon
%nfertility , %)D *linic
0onday to Driday E .=am to ./ noon Tuesday .pm E 2pm :6valuation F Ced & Driday >am-./ noon;
Ne/'#.!13h(a+'1 C"(n(3
W# en! Men+a" Hea"+h C"(n(3
0onday & Thursday .pm E 2pm :6valuation F 0onday >am to ./ noon; Tuesday E .. am to . pm Driday E .. am to . pm !aturday - ./ noon to . pm Tuesday - >am E .=am Driday E /pm E 1pm
M#)e en+ D(!#'&e' C"(n(3 H(.a+#,("a'1 C"(n(3
La3+(3 C"(n(3
Ne/'#.!13h#"#0(3a" Te!+(n0 0onday, Cednesday & C"(n(3 Driday >am to /pm M##& D(!#'&e' C"(n(3
$ain *linic
Cednesday - . pm to 2 pm Driday - . pm to 2 pm Cednesday - ./ to /pm Driday - . to 1pm Tuesday-> am to ..am
!pasticity *linic
MAR5ETIN6 MI7 OF JASLO5
$R#+(*T 0%G
+iagnostic !ervices
$atient Dacilities
0edical
!pecialties 6mergency 6-uipments !ervices
&s you can see from above diagram <aslok has various types of product & services. D(a0n#!+(3 Se')(3e!: 2 +iagnostic services including various pathological tests, 8uclear 0edicine, Radio-%sotope tests, 66 , 60 , /+ 6cho, !tress test, etc., and advanced imaging services can be re-uisitioned based on a prescription from your physician. +iagnostic services available in <aslok "ospitalF !tate Eof-the-art .4 Drame light-speed *T , 1/ *hannel, "igh resolution total body 0R% 0agnator, &vanto high Dield 0R% amma & $6T *ameras / *ath 'abs 1+ , /+ E 6chocardiography and non-invasive cardiac lab !tress Test (ltra !onography +igital subtraction &ngiography
+igital G-Rays 8uclear 0edicine $athology "ematology 0icrobiology "istopathology and 6lectron 0icroscopy ?iochemistry %mmunology R.%.&. :Radio-%mmunoassay; 0olecular 0edicine & enetics Pa+(en+ Fa3("(+(e! -#$+ !ervices -%n $atients !ervices -*asualty -$reventive "ealth *heckup -+ay *are -?lood ?ank -$ackages #ffered -&dmission $rocedure -+ischarge $rocedure -+iagnostic !ervices - uidelines -"ospital Timings -Tariffs -#ther Dacilities -"elping "and -%nternational $atients
Me&(3a" S.e3(a"(+(e!:2
2Ane!+he!(#"#01 2A!!(!+e& Re.'#&/3+(#n & 6ene+(3! 2Ca'&(#"#01 2Ca'&(# Va!3/"a' & Th#'a3(3 S/'0e'1 2Ca'&(a3 Reha,("a+a+(#n & P'e)en+()e Ca'&(#"#01 2Che!+ D(!ea!e! 2Den+a" S/'0e'1 2De' a+#"#01 2En'(n#"#01 & Me+a,#"(! 2ENT 26a!+'#en+e'#"#01 26ene'a" S/'0e'1 2I a0(n0 In+e')en+(#na" Ra&(#"#01 2In+e'na" Me&(3(ne 2In+en!()e Ca'e Un(+ 2Ma8(""#*a3(a" P'#!+he!e! 2Me&(3a" On3#"#01 2M#"e3/"a' Me&(3(ne & B(#"#01 2Ne.h'#"#01 2Ne/'#!3(en3e 2N/3"ea' Me&(3(ne 2O,!+e+'(3! & 61ne3#"#01 2On3#!/'0e'1 2O.h+ha" #"#01 2O'+h#.e&(3 & T'a/ a 2Pa+h#"#01 2Pe&(a+'(3! & Ne#na+#"#01 2Ph1!(#+he'a.1 2P"a!+(3 S/'0e'1 2P!13h(a+'1 2Ra&(a+(#n On3#"#01 2Ra&(#( / #a!!a1 9RIA)
2U"+'a!#/n& 2U'#"#01 ABOUT THE DEPARTMENT The +ept of &nesthesiology provides anesthesia services to patients undergoing surgical procedures.
FACILITIES & SERVICES
• • • • • • • •
$re-operative check-up, $re-medication and conduction of anaesthesia. &cute pain care & post operative pain relief &naesthesiaF eneral, regional and local %ntensive monitoring and peri-operative monitoring #bstetrics analgesia 0onitoring of critically ill or seriously injured patients. +iagnosis and treatment of painful syndromes.
O/+!(&e +he #.e'a+(#n +hea+'e +he De.a'+ en+ .'#)(&e! 9OPD)
• • • • • • • • • • • • •
#$+ anaesthesia services &cute pain, and chronic pain relief analgesia. 'abour analgesia $ost-operative pain relief via continuous epidural service and $*&. !ervices as part of the hospital@s emergency Red &lert calls for patients re-uiring cardio pulmonary resuscitation. &naesthesia for day care surgery 0onitored anesthesia care is provided for *ardiac *ath 'ab %maging including radiography, *T and 0R%. 8eurology astroenterology Radio diagnosis & radiotherapy 8uclear medicine
&?#(T T"6 +6$&RT068T The <aslok "ospital *ardiology +epartment is commonly recognised as one of the leading centers for best -uality cardiac care. $atients from cardiac centers all over %ndia are received and treated in this department. %t is a high volume centre with over /3= coronary angiographies, 5== angioplasties and more than 3=-pacemaker implantations being performed annually.
FACILITIES & SERVICES E:/(. en+ a)a("a,"e %t has two fully e-uipped, !tate-of-&rt, digitized and functioning *ath-'abs, being amongst the few in the city, which are available for carrying out procedures round the clock. This permits us to perform $rimary &ngioplasty for patients with acute heart attack in the shortest time, thereby saving many lives. Se')(3e! A)a("a,"e
•
• • • •
To facilitate successful angioplasty in comple7 cases the cath labs are e-uipped with intravascular ultrasound, Rotablator, $T0R, %&$?, special thrombus e7traction catheters and delivery catheters. %nsertion of a variety of stents including the latest medicated, drug coated stents. 'atest e-uipment for 6$ study and Radio fre-uency ablation for diagnosis and treatment of *ardiac arrhythmias. %mplantation of &%*+s and combination devices. ?iventricular pacing for heart failure.
?alloon 0itral )alvuloplasty.
N#n2In)a!()e Ca'&(#"#01 • !tress test, /+-6cho and *olour +oppler • Transeosoplageal 6chocardiography. • /2 hr. &mbulatory "olter 0onitoring &denosine thallium and dobutamine /+-6cho
Pae&(a+'(3 Ca'&(#"#01 +iagnosis by *ardiac *atheterisation and interventional treatment including closure of $+&, &!+ and pulmonary and aortic valvuloplasty in children. ABOUT THE DEPARTMENT The department of *ardiovascular and thoracic surgery is one of the leading departments in the city with some of the best consultants surgeons in the city. The spectrum of cases covered includes all age groups from neonates to octogenarians. The department of cardiovascular and thoracic surgery provides a wide range of very uni-ue services, all of which are absolutely state of the art and on a level of results that is on par with international standards.
FACILITIES & SERVICES The spectrum of cases covered includes all age groups from neonates upwards. Ca'&(a3 !/'0e'1 #**e'e&
• • • •
*ongenial heart surgery 0itral valve repair !ingle and double valve replacement &ortic root replacement
C#'#na'1 a'+e'1 !/'0e'1 by various approaches and focused on total revascularisation
• •
$rovides permanent and long term results Thoracoscopic surgery done routine by on a large number of patients
procedure
%n addition to the above, modified maze repair or replacement is also performed.
for mitral valve
S/'0e'1 #n .e&(a+'(3 .a+(en+! by minimal invasive techni-ue Va!3/"a' !/'0e'(e!
•
%ncludes aortic surgeries and peripheral vascular surgeries
*ombined carotid and bypass procedures
ABOUT THE DEPARTMENT <aslok "ospital has recently opened the +epartment of $reventive *ardiology and *ardiac Rehabilitation. This is an attempt by the hospital to provide ongoing care, for patients recovering from cardiac events and for post cardiac interventional care. This department is also structured to prevent "eart +isease from taking
its
toll
through
its
programs
for
$rimary
$revention.
+epartment of $reventive *ardiology and *ardiac Rehabilitation are e-uipped with Telemetry e-uipment to monitor online 6* for a completely supervised program as well as e7ercise e-uipment. FACILITIES & SERVICES $rimary & !econdary $revention is addressed and individualized program provided through a well-designed risk stratification system, which involvesF
• • •
• •
6valuation and stratification of risk factors present 6valuation of body composition to find out areas which need to be strengthened $rovide an individualized prescription based on the assessments for physical activity, nutrition, and treatment of the risk factors that may be present *ounselling on lifestyle factors and providing relevant guidance for preventing cardiovascular disease manifestation $roviding educational material
%ndividualized interventions for effective behavioural modification
ABOUT THE DEPARTMENT The %ntensive *are (nit has the latest state-of-the-art e-uipment and is well known for highly -ualified and e7perienced specialists. %t has bed strength as much as 45 as follows F
•
Me&(3a" & Ca'&(a3 ICU %(+h ;< Be&! for cardiac problems, post open-heart surgery patients, pulmonary and other medical problems. S/'0(3a" ICU %(+h ;= Be&! for general, thoracic and oncosurgery patients. Ne/'#"#01 an& ne/'#2!/'0e'1 ICU %(+h ;> Be&! In+en!()e Pae&(a+'(3 Ca'e Un(+ with 9 beds caters to paediatric including neonate age groups. H(0h &e.en&en31 /n(+ %(+h < Be&! P#!+ An0(#."a!+1 Un(+ %(+h ? Be&! %(+h @ Be&!
• • • • •
5(&ne1 T'an!."an+ R##
FACILITIES & SERVICES E:/(. en+
•
&ll %*(s are e-uipped with state-of-the-art ventilators and monitors with modular pressure transducer system %ntra-aortic balloon pump $ortable 7-ray facilities,emergency lab investigations 6-uipped to measure all haemodynamic and ventilatory parameters &rterial blood gas measurement by modular system Two cardiac catheterisation laboratories available round the clock. *T scan & 0R% facilities available round the clock
• • • • • •
67pert senior intensivists are available round the clock in all %*(s.
Ot !" F#$%&%t%!'
Ca+e'(n0 Se')(3e! & modern and most hygienic kitchen with -ualified chefs and with well-trained waiters serve the meals to patients under supervision of dieticians. The relatives staying with patients may also utilize the meal facility in the dining hall and the cafeteria in the podium.
Ban$(n0 Fa3("(+(e! ?anking facilities to deposit the advance, interim and final bills are available. *redit cards :limited; are also accepted.
Pha' a31
Round the clock pharmacy services are available. Se')(3e! A)a("a,"e
•
+istribution of medicines , !urgical items prescribed from the hospital are supplied directly to patients in the various %*(s and floors and to the operation theaters. #n line computer system. The $harmacy is connected to all the floors as well as to every department and the drugs can be re-uisitioned on line. #$+ patients are also permitted to purchase medicines from the pharmacy. !pecial discounts have been approved by 0anagement on some costly cancer & cardiac drugs :conditions apply;. connected to all the floors as well as to every department and the drugs can be re-uisitioned on line.
•
•
#$+ patients are also permitted to purchase medicines from the pharmacy. !pecial discounts have been approved by 0anagement on some costly cancer & cardiac drugs :conditions apply;.
F"#'(!+ & florist shop is available in the podium of the hospital for providing facilities to friends,relations
who want to convey good wishes to the patients through flower bou-uets.
A ,/"an3e & /2 hours ambulance service is available with highly skilled team of doctors and paramedics, to facilitate the movement of patients.
PLACE OF JASLOK
&s you@ve probably noticed, things are changing at the hospital. ?y keep these things in mind they place <aslok at local area. so normal people can easily access it. They have employees who look forward to coming to work, patients who will only go to ood !amaritan "ospital for treatment, physicians who are waiting to practice medicine here, leaders who empower their staff to succeed & visitors who can not stop speaking about the e7cellent service at ood !amaritan. O/' 0#a" (! +# 3'ea+e a 3/"+/'e +ha+ (! /"+( a+e"1 *#3/!e& #n .a+(en+ !a+(!*a3+(#n.
&s you know place of <aslok is natural gift. %t has seaside area because of which patient get peace of mindH he can get netter air etc. $lace is also important make the success to the organization.
$R#0#T%#8 0%G
*onference $rint
Cork !hop
0edia &dvt.
!eminars
*onference
&s part of our services to conference delegates, we have developed links for travel sites, for miImedical jobs &, in the near future, for medical search engine & other medical web sites.
!eminar
• 67pands the breadth & depth of students understanding of health sector mangement. • *omplement the material from the 0?& core cources by demonstrating application to the health sector. P'(n+ Me&(a
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PEOPLE OF JASLOK
The <aslok "ospital is committed to treating patients with medical e7cellence, care, compassion & tenderness. %t offers suppor to the patients & their family members, who find themselves in such environment where they have to interact with mew people, new places, new doctors & other personnel. The <aslok "ospital is like a home of e7perienced medical professionals in enhancing the patient care. %t is famous for the pleasant, comfortable, air-conditioned patient rooms e-uipped with nurse call system, television & telephone facility during their treatment.
PRICE MIX OF JASLOK
%t is very important J$@ in the whole marketing mi7. &s the <aslok is the private hospital it charges high fees with better comforts. %n the <aslok "ospital, the bed charges for !uit +elu7e is Rs.3===, for J&@ class is Rs./3==, for J*@ class is Rs..3== & 6conomy is Rs.4== per day. The charges for surgical %*(,%**( for !uit is Rs.33=, for J&@ class Rs. 2===, & for 6conomy is Rs. .4== The above tariffs include meals, linen & nursing. They do not include the consultant sectors visits, laboratory charges, procedures, tests, drugs, & telephone bills. /=K surcharges levied on rooms, investigation, operation, doctor@s fees, etc. $atients can give payment in cash or by credit.
PROCESS MIX OF JASLOK
%n the <aslok "ospital, when the people came for checking, the doctors are having physical e7amination or taking some tests, on which basis they are given medicines to the patients. if the patients is having any surgery or accidents hospital providing intensive care, emergency services, catering, laundry, blood bank, laborites, clinical pathology nursing services, etc. the doctor also giving suggestion on having food. "ospital is providing modern &most hygienic food with -ualified chefs & well-trained waiters.
PH(SICAL EVIDENCE OF JASLOK HOSPITAL
%t includes the surrounding as well as the inner atmosphere of the hospital. #n the backside of <aslok "ospital there is a sea face, which creates healthy atmosphere. %n the hospital intensive care unit is a heart of hospital. %t is for those people who re-uired special treatment. eneral wards, medical shops, clinics, emergency wards are provided for the patients. <aslok provides fast services of ambulances for their patients.
