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AlRazi Health Care Hospital Internship Report

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Acknowledgement

All of thanks are due only to almighty ALLAH, the most gracious, and the most merciful who enabled me to complete this Internship Report. I would like to express my sincere gratitude to Mr.Ahmed Azher , & My Colleague Mr. Hammad Azam for their constant encouragement, sincere advice various valuable suggestions and important discussion to accomplishment of my training program, without their guidance I would never be able to gain the confidence and precision in my work. I also wish to thank to all other people without whose responses this success would not have been possible.

I am also grateful to my honorable Teachers who motivated me to work hard and teach me technique to learn work. And, of course, I am most indebted to my parents without their support, encouragement and prayers this work would have never been possible.

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Preface:

University of the Gujrat has been an institution of honor and discipline. It has always created a lot of potential in the students for studying and improving their skills for dealing in the practical life. The Master of Business Administration program here at the university of Gujrat is equipped with 6 week practical training as internship. This Internship and its viva-voce, awarded by 100 marks is a complementary part of any company, business organization and business related enterprises, Insurance Companies or registered firms working anywhere in Pakistan. No concern with the business of the business, internee has to prepare an internship report about organization and the work done by the student there to, at the end of his/her internship. Here I Name being the student of MBA (HRM) in University of Gujrat as its study center Master in business administration (evening campus) Roll # 11014220-042, during Session 2011-2015, completed my Internship at AlRazi Health Care Hospital. At the end of my practical training, I have prepared an internship report elaborating the details about the company and its work done there to.At the end of this remarkable session I would like to thanks all of them who encouraged me a lot during my study course.

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Table of Contents

History... 5

Abu Dhabi Group... 5

VISION... 7 MISSION... 7 VALUES... 7 ORGANIZATIONAL HIERARCHY...8 MANAGEMENT TEAM... 9 ADVISORY BOARD... 11

SERVICES & FACILITIES...13

AlRazi Medical Centre... 14

Al Razi Main Laboratory...14

SERVICES AT HOSPITAL...21

LOCATIONS... 26

Departments of AlRazi Health...27

Commercial Strategy & Development Department...27

Sales Department...27

Marketing Department... 27

Business Development / Corporate Sales Department...28

Family/ Internal Medicine Department...31

Project Management Office...31

Finance & Accounting Department...32

Administration Department...32

Customer Services Department...37

Human Resource Department...37

INTERNSHIP (HRM)... 40

MINA MALIK... 41

SANA FAROOQ:... 43

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My Job Experience:... 45 SWOT ANALYSIS... 49 STRENGTH... 49 WEAKNESSES... 49 OPPORTUNITIES... 49 THREATS... 49 RECOMMENDATIONS...50 Conclusion... 51 Refrences... 52

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History

Al Razi Healthcare (Pvt.) Ltd. is Abu Dhabi Group’s latest venture in Pakistan. The company focuses on providing short stay surgical (elective & endoscopic) services, outpatient clinical services and high quality radiological and laboratory diagnostic services. Considering the lack of world class private health care facilities in Pakistan, the company focuses to become first leading ”Preventive And Wellness Healthcare” entity providing state of art medical technologies resulting in high quality, reliability and affordability in sector. Modern medicine is about early diagnosis and therefore early management and treatment. Medical practice believes that key to a successful treatment is early and correct diagnosis. Alrazi Healthcare follows the philosophy of pleasant and quick diagnosis of all and hence offers latest leading equipment with complete process automation ensuring rapid yet reliable and accurate results.

Abu Dhabi Group

The Abu Dhabi Group Consortium (The Abu Dhabi Group) is one the largest UAE based group of investors actively participating in investment activities in countries like ,

 Pakistan, Bangladesh, Iran

 Uganda, Republic of Congo,  the Middle East and growing.

The Abu Dhabi group remains committed to its investments in The Islamic Republic of Pakistan. This health care venture is its first initiative in this sector with a vision to combine sophisticated medical technology with some of the best trained medical professionals and practitioners in the country and from abroad. For us the patient will always remain at the center of care and we will continually strive to provide safe, high quality services to the people of Pakistan and the region. Abu Dhabi Group is one of the largest business groups in the Middle East and the single largest foreign investor in Pakistan. The Group is led by His Highness Sheikh Nahayan Bin Mabarak Al Nahayan. The Abu Dhabi Group has diversified business interests, offering strong financial resources and extensive management expertise that result in commercial success for several

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institutions. The Group’s other investments in Pakistan include Bank Alfalah, United Bank Limited, Warid Telecom, Wateen Telecom, Raseen Technologies and Taavun.

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VISION

To provide safe and high quality care to our patients which are affordable, timely,

and appropriate and grounded firmly in the principles of evidence based

medicine”.

MISSION

To be the Centre of clinical excellence in Ambulatory Healthcare services,

Diagnostics and Elective Surgery for the people of Pakistan and the region

To promote Education and Training, including professional training, in

matters relating to health

To establish a Centre for Evidence Based Medicine that will promote

Clinical Research in Pakistan and the region and disseminate the results of

such research

VALUES

Put the patient and their care at the center of everything we do

Provide ethical, safe, effective and value for money services for our patients

Recognize the contribution of our staff and develop a capable workforce

Ensure equality and value diversity

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MANAGEMENT TEAM

Dr. Sheikh MoeenulHaq

Executive Director

Dr. Sheikh MoeenUlHaq has more than 29 years of experience in Internal Medicine and Palliative care both in Pakistan and abroad. His International experience has been in NHS Hospitals in the United Kingdom where he has also served as a member of the Board of Trustees of the Paul Sartori Foundation, a hospice at home service in Pembrokeshire, UK. He was one of the pioneer members of the ShaukatKhanum Memorial Cancer Hospital and Research Centre where he also served as the Medical Director for a period of 2 years. Dr. Sheikh MoeenUlHaq has authored a number of publications for Local & International Journals such as the Journal of Palliative Medicine, the Journal of Cancer Research and the European Journal of Palliative Medicine.

Dr. AamirMehmood

Director – Commercial Strategy & Development

Dr. AamirMehmood brings more than 20 years of Corporate and Health Care related experience. His areas of expertise include Operations, Total Quality Management, Hospital Management System, Business Development and Training & Education. To name a few, he has worked with organizations such as State Life Insurance Corporation; Infologix (Pvt.) Ltd; Adamsoft International (Pvt.) Ltd; EHE-Environment Healthcare Education; Imperial Soft (Pvt.) Ltd; Fatima Memorial Hospital; Social Security and Interactive Group. Most recently he was working with Accumed PM- JLT, Dubai as an Operations Manager / Head of Revenue Cycle Management. He represented Pakistan for IT& ITES in UK as part of the UK-Pak IT Delegation 2007 and also represented Pakistan for the CEBIT-Hannover Germany in 2006.

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KhurramFayyaz Khan Lodhi

GM Human Resources

KhurramLodhi brings along with himself 10 years of hands on experience in managing over all HR affairs and working with senior & regional HR leaders, Corporate GCS, auditors, trainers, head hunting firms, legal consultants and local legislative bodies. He has worked with organizations such as Pepsi Cola International, TeleCard Limited and Ammar Textile (Pvt.) Limited. His most recent work assignment was with Pepsi Cola International as a Manager-Human Resources, during which he helped improve Organizational Health Scores from 66% to 88% in one year’s time. He also won the best CSR award for PepsiCo Pakistan business.

Dr. KhawajaTasawor

Administrator

Dr. KhawajaTasaworRiaz has joined Al Razi Healthcare having 15 years of working experience in Healthcare sector to his credit. He holds a strong academic background with MBBS, and an MBA degree. He worked as a Hospital Administrator previously in many hospitals under the capacity of Deputy Administrator / CEO at Murshid Hospital & Healthcare Center, Karachi a 137 bedded multi-specialty hospital, as an Administrator at Bio care Laboratory in Aziz Fatimah Hospital Faisalabad, as a Deputy Manager Diagnostic Services at Tabba Heart Institute, Karachi as an Assistant Manager ,Department of Anaesthesia at Aga Khan University Hospital and earlier he served as Chief Medical Officer at Zubaida Medical Centre a 150 bedded multi-specialty hospital in Karachi. During his stay with the above-cited hospitals, he is well versed with healthcare quality management systems covering ISO and JCIA (Joint Commission International Accreditation) quality systems.

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ADVISORY BOARD

Al Razi Healthcare advisory board is designed to provide strategic guidance and a thoughtful sounding board for the Al Razi Healthcare shareholders and management team. The advisory board helps ensure that Al Razi remains true to its mission and assists in external quality assurance and credentialing of staff.

Dr. Sheikh MoeenulHaq

Chairman Advisory Board

Substantive Consultant and Clinical Lead for Palliative Medicine, with National Health Service, United Kingdom

 Member of Founding Committee at ShaukatKhanum Memorial Hospital

 Former Medical Director at ShaukatKhanum Memorial Hospital

Dr. M. Mehdi Kazmi

Secretary Advisory Board

 Chief Executive, Asia Healthcare Limited

 Professor of Neurology and Psychiatry, Albert Einstein College of Medicine, New York, US

 Region Neurological Associates, New York, US (leading Neurology and Psychiatry practice on East Coast)

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Dr. Imran Ali

Advisor

 Member and former Chairman of Institutional Review Board at ShaukatKhanum Memorial Hospital, Lahore Pakistan

 Executive (in residence) and former Professor, Lahore University of Management Sciences

 Professor at Karachi School for Business and Leadership (KSBL)

 Research Advisory Committee of Pakistan Strategy Support Program

Dr. IrfanDaudi

Advisor

 Lecturer General Surgery, Department of Surgery, Agha Khan University Hospital

 Member Residency Training and Review Committee, Agha Khan University Hospital

 Member curriculum development for undergraduate and postgraduate programmes at Ziauddin Medical University Karachi

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SERVICES &FACILITIES

The company focuses on providing short stay surgical (elective & endoscopic)

services, outpatient clinical services and high quality radiological and laboratory

diagnostic services.

Three main facilities are,

Alrazi Hospital

Dha medical centre

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AlRazi Medical Centre

– DHA, Z Block

• Specialty Clinics

• Internal Medicine

• Dentistry

• Dermatology Aesthetic Procedures such as Laser , Hydro facial treatments etc.

• Laboratory Collection Center

Al Razi Main Laboratory

, AllamaIqbalTown

(

Main Laboratory)

1.Main Laboratory:

• Hematology

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• Histopathology

• Microbiology

• Immunology

• Clinical Pathology

2. Radiology

• Digital X-Ray

• Digital Ultrasound

DIAGNOSTIC

Radiology

Al Razi Healthcare Radiology is fully equipped with state-of-the-art equipment,

offering premium radiology services and customer experience. Services being

offered:

1.5 Tesla Open Bore Magnetic Resonance Imaging (MRI)

64 Slice Dual Source Computed Tomography (CT) Scan

Digital X- Ray

Digital Ultrasound with Elastography

Full Field Digital Mammography

Digital Fluoroscopy

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The laboratory is run by a team of skilled professionals using modern technology

with a commitment to continuous quality improvement that ensures the accuracy

and reliability of the results.

comprehensive pathology menu involves:

Routine Chemistry

Special Chemistry

Hematology

Microbiology

Cyto/Histopathology

Clinical Pathology

OTHER DIAGNOSTIC SERVICES

Exercise Tolerance Test (ETT)

Electrocardiography (ECG)

Echocardiography (ECHO)

Ambulatory Blood Pressure Monitoring (ABPM)

Holter Monitoring

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Electroencephalography (EEG)

Audiology

Pulmonary Function Tests (PFT)

AMBULATORY CARE

Al Razi Healthcare offers personal health care consultation and treatments using advanced medical technology which can be delivered on an outpatient basis. This obviates the need for patients to stay overnight in hospital and reduces the risk of hospital acquired infections. Care managed in an ambulatory setting can be substantially less expensive as well.

Ambulatory care services at Al Razi are:  Day Care Surgery

 Primary Care

 Specialist Clinics

 Walk-in Clinics

 Pharmacy

 Planned Home Care

 Home Sample Collection

 Endoscopic Procedures

 Dentistry

DAY CARE

Day Care Surgery-an option provided for you to obtain excellent medical care and return home the same day to avoid inconveniences and financial impact of a longer stay in hospitals. Today, all over the world , trends of surgical procedures have changed and more surgeries are performed on an outpatient basis. Besides cost reduction it always leads to a much lower incidence of infection risk after post surgery.

At, Al Razi Healthcare, at MM Alam Road medical facility, our Day Care Surgery Specialists provide one-stop convenience and comfort to patients. Patient registration, preparation for surgery, recovery, discharge within 24 hours.

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Our Day Care Surgery Centre has dedicated 6 recovery beds, the quality of surgical and internationally qualified and experienced nursing care meets the international standards at our Day Care Surgery Centre. We do not compromise in quality and is exactly the same extended to our hospitalized inpatients

SPECIALIST CLINICS

We offer clinic appointments in all three facilities in Lahore where patients are seen in a warm and friendly environment. Appointments can be made for a wide variety of clinics in medical and surgical specialties.

PHARMACY

Al Razi Healthcare offers pharmacy services for the convenience of our patients visiting the medical facility. Our pharmacists supply drugs (prescription-only medicine and pharmacy-only medicine) and provide advice to patients on the indications, contraindications of drugs, drug interactions, dose regimes as prescribed by doctors, special precautions, instructions and knowledge on adverse drug reactions.

HOME SAMPLE COLLECTION

Al Razi Healthcare offers sample collection from home by just a phone call providing convenience and saving time. Sample collections are carried out by our well trained and certified phlebotomists.

ENDOSCOPIC PROCEDURE

An endoscopy is a procedure where the inside of your body is examined internally using an endoscope. An endoscope is a thin, long, flexible tube that has a light source and a video camera at one end. Images of the inside of your body are relayed to a television screen. Endoscopes can be inserted into the body through a natural opening, such as through your throat or anus (the opening through which stools are passed out of the body). The procedures are called Gastroscopy, Colonoscopy and Flexible Sigmoidoscopy. The aim is for diagnostic purposes, and certain therapeutic interventions can be carried out at the same time depending on the pathology identified.

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Gastroscopy is used to examine the esophagus (food pipe) , stomach and duodenum. Colonoscopy and Flexible Sigmoidoscopy is used to examine the colon (large bowel).

What happens during an endoscopy?

An endoscopy is usually carried out while a person is awake. It is not painful, but can be uncomfortable so a local an aesthetic or sedative (medication that has a calming effect) may be given to help you relax.

The endoscope is carefully inserted into your body. Exactly where it enters your body will depend on the part of the body being examined.An endoscopy can take 15-60 minutes to carry out, depending on what it’s being used for. It will usually be performed on an outpatient basis, which means you will not have to stay in hospital overnight.

LAPOROSCOPIC SUGERY

These are commonly called key hole surgery. They are done as general anesthetic procedures, i.e. with the patient being asleep. Laparoscopic procedures can be carried out in various specialties in surgery. Some of the most commonly used types of laparoscopic procedures at AlRazi Hospital include:

General Surgery- laparoscopic cholecystectomy, appendectomy which are keyhole

surgery to remove the gallbladder or appendix , and hernia repair.  Urology- cystoscopy, percutaneous nephron-lithotomy.

Gynecology- Hysteroscopy, colposcopy.

Orthopedics- Arthroscopy, which is examination of various joint spaces. DENTISTRY

Whether it is a serious dental problem or an aesthetic procedure, our dentists take care of them all. State of the art dental clinics are equipped with:

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 Infection control with American standards  Class B autoclaves for sterilization

 Brand new equipment

 Rotary endodontic equipment  Built to American standards

AlRazi Health Care fix aesthetic problems like:

 Missing teeth, gaps between teeth, general bite dysfunction  Chipped, cracked or worn out teeth

 Stained or washed-out fillings

 Permanently stained or discolored teeth  Crooked or crowded teeth

Comprehensive dental procedures like Dental Fillings

We have a wide variety of filling materials to choose from. Veneers

To remove stains, fix spacing and crooked teeth. Crowns/Bridges

Crown/bridges are aesthetic and protective solution to teeth that have undergone root canal therapy and that are extensively restored due to decay or trauma. With non-metallic ceramic crowns we can restore your teeth to give them a perfect look.

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Our dentists use latest technologies to whiten teeth and restore your beauty and simile. Root Canal Treatment

Treatment of tooth infection and failing root canals with the latest ultrasonic and digital rotary endodontic equipment and dental loups.

Orthodontics (Braces)

Orthodontic treatment is an excellent way to straighten crooked teeth. It has a dual action; restoration of function and improvement of aesthetics resulting in a healthy smile. Despite a growing trend towards adult orthodontics, it pays to start orthodontic treatment early so that the specific condition can be dealt with more efficiently and produce excellent results. At Al Razi Healthcare we have Orthodontic braces for kids and adults. Invisible braces are also available as an option.

Impactions and difficult extractions

You have a choice of getting your teeth extracted painlessly under local anesthesia or sedation Dental Implants

Dental implants are an ideal way to replace missing teeth and are designed to blend in with your other teeth.

PHYSIOTHERAPY

Al Razi Hospital and Al Razi Medical Center provide physiotherapy. Our physiotherapists provide services to individuals to develop, maintain and restore maximum movement and functional ability throughout the lifespan.

This includes providing services in circumstances where movement and function are threatened by aging, injury, disease or environmental factors. Functional movement is central to what it

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SERVICES AT HOSPITAL

At hospital on MM Alam Road, we offer a wide menu of surgical specialties.  Short Stay Surgery

 General & Laparoscopic  Orthopedic  Breast  Plastic (Cosmetic)  ENT  Urology  Gynecology

SHORT STAY SURGERY

Short-stay Surgeries take anywhere between 24-72 hours from admission to patient discharge and includes Day Care Surgeries in which the patient is discharged within a day. At Al Razi Hospital, our doctors use minimally invasive equipment and advanced Anesthesia techniques to improve recovery time and reduce hospitalization. Our doctors are committed to delivering care in an outpatient setting which enables them to increase efficiency and contain costs. This

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innovative combination of excellence and affordability is a health delivery model without parallel.

 The biggest advantage of Short-stay Surgery is its convenience. A patient suffers minimum pain, may get discharged on the same day of the procedure and recovers within a day or two of the surgery

 Since most Day Surgeries are minimally invasive, the damage to surrounding tissues is minimal, inflammation is reduced, blood loss negligible and recovery faster

 Surgical procedures take just 30 minutes to two hours

 High-tech surgical techniques and equipment ensure early discharge and shorter recovery time

GENERAL SURGERY

General surgery is a surgical specialty that focuses on abdominal organs, e.g., intestines including esophagus, stomach, small bowel, colon, liver, pancreas, gallbladder and bile ducts, and the thyroid gland. General surgery also deals with diseases involving the skin, breast, soft

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tissue, and hernias. At Al Razi Hospital, General Surgery is carried out with minimal access techniques using cameras and small instruments inserted through very small incisions.

ORTHOPAEDIC

Orthopedic Surgery at Al Razi Hospital is dedicated to providing superior patient care in the field of orthopedic surgery and rehabilitation. The surgical sub-specialties at Al Razi Hospital include joint replacement, sports medicine, spine surgery, surgery of the hand and wrist, surgery of the shoulder and elbow, surgery of the foot and ankle and rehabilitation. Al Razi Hospital also carries out high-end surgeries like Total Hip Replacement and Total Knee Replacement in a short-stay mode.

Key Surgeries

 Knee Arthroscopy  Rotator Cuff

 Shoulder Arthroscopy  Total Hip Replacement  Total Knee Replacement

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BREAST

At Al Razi Healthcare, we have specialists trained in the latest breast surgery techniques from biopsies to reconstruction using a conservative approach. We offer complete Breast care solutions, from diagnosis to treatment.

PLASTIC & COSMETIC SURGERY

Cosmetic surgery is meant for the “enhancement” of appearance through surgical and medical techniques. Specifically, cosmetic surgery deals with maintaining normal appearance, restoring it, or enhancing it beyond the average. Short-stay surgical procedures in Cosmetic Surgery at Al Razi Hospital include: Facial Surgical procedures such as face & neck lifts, rhinoplasty, facial contouring and implants; Body contouring procedures such as liposuction, abdominoplasty, thigh, buttock and lower body lifts, as well as implants.

Key Surgeries

 Face Lift Surgery/Rhytidectomy  Liposuction surgery

 Tummy Tuck/Abdominoplasty

ENT

ENT deals with problems of ear, nose and throat. At Al Razi Hospital, ENT specialists diagnose and treat problems such as hoarseness, hearing loss, vertigo, nosebleeds and sinusitis. Common ear-related problems include hearing loss, ear discharge, ear-ache, balance disorders and Tinnitus. Problems associated with the nose are nasal blockage, nasal deformity, Sinusitis, Allergic Rhinitis, and tumors of the nose and sinuses. Common problems associated with the throat are sore throat including tonsillitis, snoring, hoarse voice, swallowing disorders and tumors of the throat and larynx. Key short-stay surgical procedures at Al Razi Hospital in ENT include FESS, Tonsillectomy, Adenoidectomy, Septal procedures and ear surgeries.

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UROLOGY

Al Razi Hospital has a very versatile Urology practice where all urological conditions, from reproductive problems in male patients to urinary issues in either sex is addressed. Our skilled surgeons treat most urological complaints. Common among these are endourological procedures, minimal access surgeries, Key-Hole surgeries for urinary stone disease, anatomical defects of the urinary tract, prostate diseases in men, genito-urinary malignancies, female urinary tract disorders including procedures for Stress Urinary incontinence, comprehensive stone clinic and incontinence clinic, urethral stricture disease etc.

GYNAECOLOGY

Surgical interventions in gynecology at Al Razi Hospital target women’s problems involving the uterus, vagina, tumors in uterus, fallopian tubes, menstrual periods, cervix and other common gynecological conditions. Experienced surgeons at Al Razi Hospital work with state-of-the-art equipment and perform both simple and complex procedures in a short-stay and same day discharge environment.

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LOCATIONS

Head Office

Near Gate # 15, National Hockey Stadium

Al Razi Healthcare Hospital

2-C-II, Gulberg III, M. M. Alam Road

Al Razi Healthcare DHA Medical Centre

Satellite Centre: 335-Z, Phase 3-Commercial,DHA

Al Razi Healthcare Main Laboratory

9-Gulshan Block, Main Boulevard, AllamaIqbal Town

Al Razi Healthcare

Laboratory Collection Centre Network  Jail Road

 Johar Town

 Lahore Heart & Chest Hospital

 Kanan Clinic

 Defence Medical

Group

 Lahore Health Care  SadarCantt  Main Market  Lahore General  GharhiShahu  Jinnah Hospital  Cavalry Ground  Naseer Hospital  Gujranwala  Multan  KotRadhaKishan  Faisalabad  Sahiwal

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Departments of AlRazi Health

Care Centre

Commercial Strategy & Development Department

1) Sales

2) Marketing

3) Doctors/Commercial Relations 4) Corporate Sales (B2B)

5) Corporate Group Insurance

6) Pathology CC Operations & Admin

7) New Initiatives and development of new services

Sales Department

 To retain and train field force to achieve organizational goals every year  Managing sales and achieving decided targets.

 To create new business ventures through opening innovative and standard collection Centre's, while maintaining all the quality standards for patients in these Centre's.

Marketing Department

 Formulation of brand strategy and brand communication

 Development and implementation of quarterly and Annual marketing plan  Development and maintenance of annual advertising budget

 Development and execution of brand promotional campaigns (ATL & BTL)

 Exploration and evaluation of business opportunities such as laboratory collection points, radiology referral points etc.

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 Constant monitoring of competitive activities, development and execution of the required responses

 Development of the marketing material for facilitation of sales calls such as service specific brochures, Omni brochures etc.

 Participation in medical and community exhibitions like Family-con, Healthcare Expo and Dawn Lifestyle exhibition

 Development and implementation of all corporate and PR activities  Franchise selection, development and Promotion including Campaigns

 Branding of Main sites & franchises according to the Defined Standards and Marketing awareness perspective

 Website planning, Designing and traffic generation

Business Development / Corporate Sales

Department

 Collaboration with Hospitals to provide Medical Services  Getting outsourced Business from Poly Clinics and small Labs

 Handling Corporate Customers which include Multi-National companies, Banks, Telecoms, Semi Government Sector, Manufacturing

 Providing Medical Services for the clients of Insurance Companies for Life or Group Health policies

 Providing Medical Services for Embassies who have a travelling criteria for visa or immigration purposes

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Family/ Internal Medicine Department

 Providing primary medical services to patients

 Clinical examination, diagnosis, treatment & referral  Documentation of patient medical records

 Pre-Employment & Occupational health screening  Validation of Medical claims

 Definition of clinical protocols & policies  Management of healthcare problems

 Collaboration with other health professionals and agencies

Project Management Office

 Managing project scope and communicating scope related issues to the steering committee and other stakeholders

 Building transparency into the project through effective communication flows, escalation and project tools.

 Establish project communication protocols and reporting templates including the project master plan

 Serve as focal point for project communications

 Building, maintaining and monitoring the Master Project Plan in conjunction with key stakeholders

 Monitoring and managing the project schedule and milestones

 Directing project resources and identifying resource requirements in particular around the other projects that will emerge around implementation of the operating model design

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Finance &Accounting Department

 Management and recording of all monetary inflows and outflows of the company  Maintenance of Financial and Management accounts of the company

 Preparation of Monthly and annual financial statements and financial reports for strategic decision making

 Preparation of financial reports for the management of the company and Group Head office

 Preparation of budgets of the company and then monitoring its implementation  Coordination with internal and external auditors of the company

 Management of all federal and provincial taxes levied to the company

 Perform compliance of all corporate matters and secretarial practices required to be complied with under Companies Ordinance 1984 and other laws applicable to companies in Pakistan

 Perform costing of all services provided by the company in order to fix their prices  Provide input in Preparation of financial feasibilities and future plans of the company  Preparation of adequate internal controls for safeguarding the assets of the company

Administration Department

 Dealing with all Government organizations on the company’s behalf

 Providing administrative support to other departments of the organization and organizing projects of the company

 Maintaining Company Cars, Generators and all Company Sites (HO, Al Razi Hospital, AIT, D.H.A) and dealing with all relevant vendors

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 Ensuring Proper and timely refueling of Generators at all sites  Maintaining Petty Cash and ensuring its proper utilization.

 Supervision of Janitorial staff, Drivers, Electricians and Security staff at all sites  Providing Administrative support to the Administrator

 Development of Administration Policies

 Ensuring recovery of assets from company employees who resign

 Handling any urgent issues at all sites (Wapda issues, generators problem or any other issue)

Procurement Function

 Identifying and calling quotations from vendors for procurement of inventory and Capex items

 Issuance of Purchase Orders  Developing Procurement Policies

 Ensuring supplies are being delivered on a timely basis  Negotiating prices with different vendors

 Selecting and documenting the best vendors for each product to stream line the procurement process

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Basic Work Place Rules

Office Discipline & Decorum

All staff members working in any Department/Unit will:

 Observe, comply with and obey all orders and directives which may, from time to time, be given by any person or persons under whose jurisdiction, supervision or control they may be placed.

 Conduct themselves in an orderly and civilized manner so as to maintain a pleasant and conducive working environment, and not to disturb their colleagues working in close

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 To use a low tone of voice and not speak loudly to colleagues across desks.

Dress Code:

 Dress code for all male employees of the company is formal Shirt & Trousers.

 Female employees should also dress elegantly (keeping in mind our cultural norms) without being ostentatious.

 Similarly, staff members of units not dealing directly with customers may attend office wearing a business casual dress on Friday.

 Nursing staff (Male/Female), phlebotomists and technicians will wear their uniform on all weekdays.

Courtesy and Manners:

 Employees of Al Razi will maintain utmost courtesy and exemplary manners when interacting with clients or with each other.

 Any violations of this code should be brought to the attention of supervising Officials as well as the HRD for their information, record and remedial or disciplinary action.

Please Note:

 Smoking and chewing of ‘Paan’ is prohibited in all offices of the company.

 This has been Introduced in the interest of the health and welfare of everyone as well as for keeping the premises neat and clean and pollution-free.

Attendance and Punctuality

 Punctuality is one of the basic rules of office discipline, which needs to be meticulously observed by all employees of the company.

 Office timings of the company are as follows.

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(1:00 PM to 2:00 PM lunch/prayer break)

Friday: 9:00 AM to 6:00 PM

(1:00 PM to 3:00 PM lunch/prayer break)  Timings of the Clinical functions are as follows:

Monday to Sunday:

• Morning Shift (8:00 AM to 4:00 PM) • Evening Shift (4:00 PM to 12:00AM) • Night Shift (12:00 AM to 8:00PM

Work Ethics

1. Honesty & Integrity 2. Sense of Responsibility 3. Emphasis on Quality 4. Discipline • Punctuality • Code of Conduct 5. Teamwork

6. Respect towards others

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Customer Services Department

 Meeting & Greeting patients

 Entering patient’s data

 Guiding patients and handling their queries  Making Appointments

 Providing reports to patients

Human Resource Department

For Medical & Non- Medical Workforce

1. HR Services (Recruitment)

 Resource requisition process  Short-listing of profiles

 Interviews by Line Manager & HR  Extending the formal offer

 On-boarding/ Joining/ Orientation of new employees

2.

Compensation & Benefits

 Time & Attendance Management

 Payroll processing/ Over time payments  Benefit Administration & Contract renewals

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 Dealing with Health & Life Insurance cases  Managing EOBI & Social Security Payments

3.

Workforce and Organizational Development

Performance Management

 Objective Setting ( Mid year&Year end)

 Assigning categories to employees ( High Potential, Key Contributors, Critical Professionals, Concerns)

 Rewarding promotions, Increments  Succession Planning

 Identifying backfills for the key positions

 Devising strategies to develop these backfills for future challenging roles  Developing the backfills on key available slots

Training & Development

 Carrying out Training Need Analysis

 Developing Training Plans and the Training Calendar  Engaging external trainers for training workshops

(44)
(45)

KHURRAM

FAYYAZ

LODHI

SANA

FAROOQ

MALIK

MINA

HAMMAD

AZAM

INTERNSHIP (HRM)

I did my Six weeks internship at AlRazi Health Care (Pvt) Ltd. In this time I was assigned on different tasks on which I tried to work hard and learn more as I can. The people at my branch were very co-operative and they help me to learn to my full potential without much constrains. AlRazi Health Care works under the head of Abu Dhabi Group and this group is very vast and involve in variety of businesses. To make this report I have to go through number of sources to collect data one of the major source were my notice which I prepare while working in the office. I have tried my best to understand different processes going on in my branch and try to comply them in my report and still there are limitations to my data because of lack of time to understand the complete process in detail. All this information in the report is according to my own observation and I hope you‘ll find it informative and effective and I‘ll be grateful if you don‘t take into account any mistake done by me.

Human Resources Department

(46)

MINA MALIK:

JOB PURPOSE:

 Managing the performance and direction of certain HR Activities

 Ensuring a smooth delivery of HR services to employees

PRINCIPLES ACCOUNTABILITIES:

1. Recruitment and HR Service delivery

 Finalizing the content for the job advertisements

 Posting job openings on various websites

 Handling queries of walk-in candidates applying for jobs

 Analyzing resumes for required openings

 Conducting interviews and evaluating candidates

 Issuance of Letter of Interns, both on joining and completion of the internship

 Issuance of new consultancy agreement/contracts

 Managing the Employee Orientation Program

 Delivering employee orientation presentation to new hires on monthly basis

 Providing assistance for the on-boarding of new joiners

 Mobile phones requisitions and bank account opening of staff

 Finalizing Job Descriptions

 Coordinating with line managers in order to finalize the job description of their staff

 Managing the Consultant contract renewals

 Providing assistance for employee warnings terminations

2. Managing the HR communications platform:

 Circulating organizational announcements for new hires

 Circulating announcements for holidays and other events

3.Handling Payments:

 Forwarding payment request forms and other documents to finance for payment to vendors, interns

(47)

4.Training and Development:

 Maintaining a training calendar for clinical and non-clinical trainings

 Forwarding the list of trainees to the departmental coordinators

 Finalizing and circulating the monthly CME activities plan

5.Performance Management

 Circulating performance appraisal forms

 Compiling the results of annual performance appraisal process

6.Organizing Farewell Parties for outgoing employees:

 Coordinating with the Marketing department for the shield

 Circulating invitations & planning the party

 Taking care of all the arrangements(petty cash handling, ordering food items)

7.Other Tasks:

 Compiling various presentation for the General Manager for example, Consultant Sharing Mechanism, Doctors Fraternity etc.

 Finalizing the Organizational Charts based on the actual and the budgeted positions and then updating them as and when required

(48)

SANA FAROOQ:

JOB PURPOSE:

To ensure that Recruitment & HR Services related activities are carried out efficiently and effectively.

Principals Accountabilities:

1. Recruitment of Clinical and Non-Clinical Staff  Managing the online database of resumes

 Handling queries of potential candidates

 Scheduling interviews

 Managing the Pre-employment Medical screening process

 Issuing appointment letters and welcome pack to new joiners

 Maintaining employee files and ensuring that employee documents is complete

 Assisting with the finalization of the payroll advice by ensuring that the supplementary documentation is complete

 Maintaining the employee Login requests

 Maintaining the Employee& Consultants database

2.HR Services:

 Handling queries of employees and providing assistance to them

 Organizing employee related gatherings& events

3.Performance and any other tasks assigned by the GM-HR

 Compiling various presentation/excel sheets related to the Headcount or the HR Budget

(49)

HAMMAD AZAM

JOB PURPOSE:

To ensure that the Compensation & Benefits related activities are carried out efficiently and that salaries and benefits of employees are timely processed.

Principal Accountabilities:

 Acting as the first point of contact for all employees including consultants, pertaining to any payment related matters.

 Ensuing that payroll advice is finalized and shared with finance by the 15 of every month

 Managing the renewals of Employee& Consultants Contracts.

 Managing Employee Confirmations and ensuring that confirmation letters are issued to them.

 Ensuring timely processing of final clearance/settlements of outgoing employees in liaison with the relevant functions.

 Processing Overtime claims& others reimbursement by the 23 of every processing month.

 Working on the introduction of the Provident Fund Scheme, including all the necessary monthly deductions/contributions

 Coordinating with the government institutions such as EOBI and Social Security for appropriate deductions/payments and other legal requirements.

 Developing a liaison with Health& life Insurance Carriers for smooth provision of services to employees.

 Assisting employees with any Hospitalization/Insurance and OPD related reimbursement claims.

 Issuing Employee Cards to new joiners.

 Analyzing workforce performance in terms of attendance and leaves specially to calculate compensation and benefits accordingly.

 Working on any other tasks assigned by the General Manager HR

My Job Experience:

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above mentioned officials of the head office. I was to report to the related supervisor about different tasks assigned to me.

Experience from HammadAzam

I worked in this functional department and assist Mr. HammadAzam for six weeks. Tasks performed by him:

Compensation of Overtime adjustment:

He and I update the overtime adjustments of employees in the portal of HIS .employees submitted the overtime adjustment form in which they mention the start timing and end timing of their duty which is approved by their respective .so employees are given by the monetary compensation with their salary. Organization considers and gives value to their employees who are devoted for their organization.

Employee old age benefits:

Alrazi Health Care give many benefits to their employees from which one is the old age benefits. The scheme is financed through employers’ contribution at the rate of 5 percent of the minimum wages and insured persons contribution at the rate of 1 percent of the minimum wages. This benefit is for the every employee, whoever applies for this benefit can enjoys the employee old age benefit after the 55 years of age. During my internship the EOBI cards are distributed among the employees by delivering them to their respective departments.

Increments

Annual increment takes place in the salary of the employees every year. A fixed bonus is also given every year. Increment record saved in the personal records of employees, by the head of department and by the financial department.

(51)

Contracts confirmation and issuance of confirmation letter were issued by Mr. Hammad. He was also managing the renewal of contracts. Whenever a renewal happens of permanent employee or consultant contract of Doctors, complete terms and conditions were signed by respective renewal official by calling them in office.

There are two types of contracts for the doctors. One for the permanent faculty and second one are for the visitor’s .contract for the visitors is called locum in which doctors can also serve the other hospitals. For permanent doctors, they are bound in a contract to serve and their practices are only for Alrazi Health Care. Salary and benefit packages are different for both contracts.

Time & Attendance:

I was directed by the GM to ensure the attendance record of the staff. So, my very first duty of the day during internship was to keep attendance register and to keep record of timing of arrival of staffs in the office.

Leaves benefits

Employees have leave quota which they can utilize and if they don’t utilize, then for the sake of motivation to the employees for coming regularly, organization reward them by giving monetary benefit.

 For permanent employees 40 leaves are allowed including 10 sick leave.

 For contractual employees 12 leaves are allowed.

Salary

 Doctors were giving salary on fixed or variable basis (or both).

 Employees were enjoying the salary which was basic plus the medical allowance, house rent allowance and conveyance allowance.

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Experience from Ms. Mina Mailk

Training and Orientation

Training was given by Ms. Mina Malik to current and new employees to improve and build up knowledge and orientation to new employees.

.After and before training they conduct the performance evaluation of trainees and conducted performance appraisal results filed in the personal records of employees. After training employees are awarded with the certificate. My part of orientation is to assist the Ms. Mina Malik to improve the content and style of presentation.

Orientation normally covers the following contents.

 Welcome note from management director.

 Mission, Vision and Values.

 Brief introduction of hospital

 Companies profile

 organization

 The working hour’s company’s profile.

 Dress Code

Recruitment and selection:

First advertising of job opening is given by Ms. Mina Malik on different Newspaper and websites. When a candidate is recruited by interview and selected I provide the written material of their job description approved by General Manager of HR.

HR Communication

Whenever a special holiday or event occur Ms. Mina Malik had the responsibility of announcement of that event.In my internship duration a welcome party was held so Ms. Mina and I circulate the invitations to employees and planning the party. Manage of petty cash and refreshments were also the responsibility of Ms. Mina.

(53)

Experience from Ms. Sana Farooq

Ms. Sana Farooq keep resumes record of candidates and managing the online database of resumes and scheduling interviews .Issuing of appointment letters was also her responsibility.

 Maintaining employee files and ensuring that employee documents are complete.

 Maintaining the employee Login requests

(54)

SWOT ANALYSIS

STRENGTH

 Patient care first

 Hospital information system portal(HIS)

 Highly qualified employees

 Equality among patients

 Laboratory collection center

 Highly equipped machinery

 Excellent environment

WEAKNESSES

 Capacity limitation

 Low visibility in the market

 Low regional presence

 Time needed to build up mass

OPPORTUNITIES

 Growing attention for health

 Growing income

 New therapy approaches

 Spreading attitude towards soft medication

THREATS

 Capacity limitation

 Healthcare costs

 Advance technology

(55)

RECOMMENDATIONS

Abu Dhabi Group is the largest group of investment in Pakistan so management

team of AlRazi Healthcare is very initiative and inclined toward taking the

company to new heights.Many new qualified and foreign educated Doctors are

joining the company.

There is also a problem of work overload for the employees and it should be

control properly so that the employees are motivated. Responsibilities are also not

equally divided between employees.Better training courses should be arranged

for the up lifting and improving the quality of work of employees.

Along with that the company rely on part time Doctors which come and go on will

which reduce the company retention capacity, and this strategy can harm the

company’s image among the employees.

There is lack of advertising campaign on the part of the company as company can

largely benefit from the unexplored group of people which can be source of greater

revenue for the company.

(56)

Conclusion

It was splendid experience for me that make me familiar with business

environment and culture of Alrazi Health Care was so comfortable and it provides

me real life working opportunity in short span of time. Management of Alrazi

Health Care is true asset of Corporation and such a competent and experienced

people are working here to make the company among the top companies of the

country and after all it is the people how make an institution great.

The company focuses on providing short stay surgical (elective & endoscopic)

services, outpatient clinical services and high quality radiological and laboratory

diagnostic services. Considering the lack of world class private health care

facilities in Pakistan, the company focuses to become first leading ”Preventive And

Wellness Healthcare” entity providing state of art medical technologies resulting in

high quality, reliability and affordability in sector.

I feel pleasure that I have really gained a lot of knowledge during my tenure &

enjoyed working with experienced, cooperative & intelligent staff.

(57)

Refrences

www.google.com

www.alrazihealthcare.com

www.google/scholar.com

MR. KhurrumLodhi

Mr.HammadAzam

References

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