The opposCHAPTER - 1INTRODUCTION TO THE REPORTBACKGROUND OF THE STUDY:In order to fulfill the requirements of the BBA (HR) degree the students of IMS Peshawar University, KPK are required to undergo an internship program for a period of eight weeks at an organization of their choice. The aim of this requirement is to supplement the conceptual knowledge taught in class with practical techniques, learnt in real business settings. For the sake of completing this requirement I did my internship at North West General Hospital (NWGH). North West General Hospital has the pride to be first International standard General hospital and as well as Research Centre established in 2008. It provides experts care to patients in broad range of secondary and tertiary care services with the help of professional staff and facilities that are one of the best in the province and very much required in the city due to growing population pressure. Apart from medical care, it has also employed experts to cope with accounts, finance, Human Resource (HR), Security protocol and administration.PURPOSE OF THE STUDY:The study is intended to get an overall idea about North West General Hospital and Research Centre Peshawar and analyzing its activities i.e. basic functions performed by NWGHRC, features of the hospital and services that it offers to its patients. Special emphasis is laid on HR Department practices and the project assigned to me, which was the main focus of my work during the internship period. So the purpose of the study is to analyze the existing HR Department of NWGH in order to compete in coming new environment by upgrading it system, resources and infrastructure .Based on analysis, short and long term recommendations are made for the improvement of NWGH AND RC interm of human resource practices.SCOPE OF THE STUDY:The report provides the description of various departments of North West General Hospital and Research Center. I did my internship at HR department t but other departments were also visited to see their operations and relevant data has been collected so The emphasis is on the HR department while other departments are generally discussed because most of the time in the internship period has been spend in the Human Resource Department .This report provides as insight view of the HR department, along with an overview of all departments working at North West General Hospital and Research Centre. This report will provide a helpful manual for the students of business administration, anyone interested in the area under discussion. METHODOLOGY:During internship one of the most important tasks that one needs to accomplish is of collecting as much quality information about the organization as possible. This information helps in writing of good and factual report. Following are the methodological tools which were usedData from Primary Sources Data that have been originally collected (raw data) and have not undergone any sort of statistical treatment are called primary data. In writing this report I collected the primary data through, 1. Personal observation1. Discussion with department personnelData from Secondary SourcesSecondary data is the one that is collected from other sources and is already processed through mathematical and statistical techniques. I used the following sources of Secondary data;1. Manuals1. Academic Text1. Internet 1. Annual reports of NWGH AND RC1. Material available at HR department

Limitation of the studyNorthwest General Hospital and Research Center, being the largest organization in Hospital sector in Pakistan, is very difficult to analyze and cover all its departments in a limited time of two months. Nevertheless the requirement to specialize in one particular aspect of organization (HR) made the study beneficial and an improved one. Thus the time factor becomes a limitation of this study.An another limitation of this study is lack of information. However an analysis of an organization as a whole, based on some reports and observation is done. As Northwest General Hospital and Research Centre is the lone best service provider in Peshawar, it is impossible to do comparative analysis. In spite of the above mentioned problems, I tried my best to overcome all these limitations and shortcomings and provide unbiased information of the organization to make my report of academic significance.

CHAPTER 2ORGANIZATIONAL REVIEW OF NWGHRCINTRODUCTION TO NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTREIn 2008, North West General Hospital and Research Centre, the first ever international standards general hospital and research centre was established in Peshawar with a vision of providing quality health care services to the people of the region. North West General hospital and Research Centre has revolutionize the concept of medical care in the area offering healthcare services, career opportunities, education and training in the field of medical sciences. North West General Hospital and Research Centre complex has 6 stories, centrally air- conditioned. It is well maintained and has a hygienic and tranquil environment.It is the primary and largest modern tertiary care hospital in the private sector in KPK. It started with the Outdoor Patient Department (OPD). Within the period of five months, it added a Pharmacy, laboratory, X-ray, CT Scans, huge Auditorium Ward-1, Ward-2 and Ward-3 with highly qualified consultants and trained nurses and technicians. It also has 8 Operation Theaters and 300 beds and is planning to expand further in response to the ever increasing need for health care among people. The hospital is also equipped to diagnose and treat angioplasty, open-heart surgery, obstetrics and gynecology, pediatric patients, dialysis and physiotherapy. Tertiary care services with the help of professional staff and facilities. A part from medical care, it has also employed experts to cope with Finance, Human Resource, administration, Security and protocol, Information Technology (IT), Material Management Department (MMD). It also has car parking sheds for employees and patients and an efficient set of security and guards to ensure security in the hospital.

1MISSION OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTRE:The mission of NWGHRC is to institutionalize and project a workshop environment based on quality, performance, efficiency and ethics derived from the guidelines of the international standards and the regulation of the Government of Pakistan. NWGHRC also focuses on attracting and employing medical professionals working outside Pakistan and contribute to community health development with the provision of latest available techniques and methodologies. 2GOALS AND OBJECTIVES OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTRE A goal / objective in an aim, specific result or target that an organization desires to achieve in the future, by pursuing its basic mission. Most commonly, the terms goal and objective are used interchangeably. They state direction, reveal priorities and provide basis for planning, motivating and controlling.NWGHRC has its long term objectives and goal. They have plans to establish a Neuro hospital of international standard. Where those patients will be treated who are suffering for Neuro Problem because in our Province there is exist no specific Neuro Hospital so for seeking the treatment Neuro patients visit to other Provinces or Countries.They have already acquired Land in Hayatabad Phase 5 and its construction will be started soon.3PURPOSE OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTRE:The purpose behind the establishment of this 300-beds capacity state-of-the-art hospital is to provide a high quality of medical services to the people of KPK who have to travel to the leading hospitals in Islamabad, Lahore, Karachi or even abroad. Catering to such long-standing needs, the projected catchments area of NWGHRC is not only the KPK but entire Pakistan, Afghanistan and the Central Asian Republics. In its maximum capacity it provides nearly 1500 employment and career development opportunities to qualified professionals from within and outside Pakistan.4POLICIES OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTRE:NWGHRC has setup clear policies in order to make the environment favorable for the workers and patients. The major policies are: 1 NWGHRC is an equal opportunity employer. No discrimination in official policy is allowed for the color, race, sex, ethnicity, or religion. 2 NWGHRC strongly commits to giving importance to the principles of personal honesty, integrity and healthy competition based only on professional competence in its recruitment process. 3The human resource selection is fair and based only on personal and professional merit of the candidates and it aims at respecting the contribution of every employee as an important member of the team, following the principle of equality under the law, rules and regulations. 4Smoking, alcohol and drugs in the workplace have been prohibited according to the prescribed regulations of the Government of Pakistan, the World Health Organization (WHO), and the United Nations Children Emergency Fund (UNICEF). 5PRESENT SERVICES OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTRE:Inpatient Services:NWGHRC has 300 beds in operation. A competent pool of doctors, nurses and paramedical staff takes care of patients. Modern patients care is provided to collaboration effort drawing upon the expertise of various inter related health professional together with a broad range of modern equipments to give the patients the best possible diagnosis and treatments. Total inpatients care services include meal, administration of drugs and efficient pharmacy.Outpatient Services:Fully equipped emergency room is open 24 hours including weekends and holidays. No doctor is physically present after 10:00pm but in case of emergency; a doctor from one of the ward provide cover. Services are available in the following clinics:Angioplasty.Orthopedic Surgery Medicine.Pulmonology General Surgery Paediatrics.Neuro SurgeryNeurology & Renal Transplant.Gynecology & Obstetrics.Cosmetic & Plastic Surgery.Gastroenterology & Endoscopy Unit Neonatal Unit DermatologyCardio Thoracic SurgeryPaediatric Surgery Physiotherapy Nephrology & Dialysis Unit.Renal Transplant.Critical Care.ENT.

Ancillary Services:Pharmacy:The pharmacy department is providing state of the art pharmacy services with the mission to provide compassionate, ethical, accessible and high quality pharmacy services. The diversified features of pharmacy services are made possible with high tech equipments, continuously updates medical/pharmaceutical literature, research, educated and competent staff. A well resourced hospital pharmacy is open 24 hours.Bank of Khyber (BOK) collection booth:North West General Hospital and Research Centre is a value client of Bank of Khyber in return BOK has provided the facility of cash collection for the employees of North West General hospital and research centre. All the employees, earning more then Rs.1000/- have account in the bank and can manage it from the booth within the hospital building.Diagnosis Services:The following diagnosis services are available in North West General Hospital and Research Centre.:Pathology & Laboratory.EEGPFTBone Scan ECG Radiology.Nuclear Medicine Mammography X Ray Ultra Sound C T Scan MRI ETT Angiographys Holter Monitoring ECHOCardiography.Endoscopy Radiology: The hospital has a well equipped radiology department with equipments available for X-Ray, ultrasound, mammography with stereo tactic and biopsy and special procedure such as CT scan. The radiology department has 24 hours emergency service.Pathology:The pathology lab of NWGHRC is equipped with a wide range of modern automated analyzers in the disciplines of chemistry (including electrolyte and blood gases), special chemistry (for hormones, enzymes and drug assays), immunology, hematology and molecular biology. Routine test results are provided within one hour at the earliest.Physiotherapy:Physiotherapy for both adults and children is available. Cardiac rehabilitation is also offered. The physiotherapy service provides both treatment and rehabilitation to the patients.Hostel Accommodation:In the NWGHRC offers hostel accommodation to doctors, nurses and paramedical staff. All hostels have single and double-roomed flats for families with a kitchen, bath and a living room. Nurses and technicians hostels also have 4 bed-shared accommodations. Hot water, electricity, gas, telephone and cable facilities are available.

6ACHIEVEMENTS OF NWGHRC:NWGHRC is the first International standard general hospital and research centre in KPK. Before this, patients from this province had to travel to others provinces or even to foreign countries for availing such type of services.North West General Hospital and Research Centre Trust:In near future NWGHRC is having a plan to open Trust for the purpose of facilitating and supporting the poor, needy and unprivileged patients who visit North West General Hospital and Research Centre for availing its medical services and facilities of different types.

CHAPTER #3ORGANIZATIONAL STUCTURE AND MAJOR DEPARTMENTS OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTREThe organizational structure is a diagrammatic representation of an organizations structure. It characteristically shows the major positions or departments in the organization and the way these positions are grouped into specific units, the relationship and flow of communication from lower to higher levels, and the official channels of communication.THE ORGANIZATIONAL STRUCTURE OF NORTH WEST GENERAL HOSPITAL & RESEARCH CENTRE:The organization chart indicating major managerial positions and departments of NWGHRC is shown on the next page in Chart 1.North West General Hospital & Research Center

The number of employees in each department of North West General Hospital and Research Centre is shown in table-1 EMPLOYEES CATEGORIES IN MAJOR DEPARTMENTS: (as on July 2013)S.No Name of the Department July 2012

NO. DEPARTEMENT Number of Employees

1.Administration & Human Resource (HR) Departments 05

2.Material and Management Department (MMD)08

3Finance 35

4Engineering42

5Nursing Services150

6Security and Protocol40

7IT System (Including Computer Operators)35

8Medical Services80

9Dialysis10

10Pathology32

11Pharmacy23

12Physiotherapy02

13Radiology18

14OT Staff30

15Potter 60

16Admission Office07

17Inventory & Stores15

18Receptionist 20

MAJOR DEPARTMENTS OF NORTH WEST GENERAL HOSPITAL AND RESEARCH CENTRE:The major departments in NWGHRC are as following:1. Medical Services departments2. Finance department3. Material and Management Department (MMD)4. Department of Administration & Human Resource (HR)5. Department of Information Technology (IT)6. Department of EngineeringDepartment of Medical Services (DMS):The department of medical services is headed by the clinical Director. All the medical departments fall under this directorate. The head of the departments is responsible for the planning, coordination and implementation of doctoral, nursing and allied services. Beside he is responsible for recruitments, selections, disciplinary actions, performance evaluations and the NWGHRC operations.The clinical Director coordinates with Finance for developing the individual and corporate clientage for the hospital and developing different health packages. He can issue instruction to doctor, nurses and paramedics staff in order to maintain the high standard of NWGHRC and he can also take disciplinary action against them in case of their non compliance. And is responsible for the smooth functioning of medical equipment, efficient utilization of medical resources and helps the Chief Executive Officer (CEO) in staffing matters. Functional Departments of Medical Services: Pathology Department:The pathology laboratory of NWGHRC is the fastest growing laboratory of Peshawar and at present the busiest in the privates sector. It is equipped with a wide range of modern automated analyzers in chemistry, special chemistry, hematology, immunology, blood banking and molecular biology. Highly experienced laboratory scientific officers are working under the supervision of qualified pathologists. Meticulous quality assurance procedures are followed to ensure accuracy and reproducibility of investigation services. The NWGHRC is committed to provide a swift, accurate and dependable diagnostic laboratory investigation services. The laboratory investigations are affordable and competitive.Cardiology Department:The cardiology department of the NWGHRC is also considered one the best cardiology departments. Advanced equipments are available for uncompromised quality diagnoses and treatments. Emergency personal are trained to think cardiac. When a patient with a chest pain rushed into the emergency chest pain protocol is immediately put into action to ensure that the patient receives prompt, effective treatment.Neurosurgery Department:North West General Hospital offers KPKs most advanced, and sophisticated center for head injuries, spinal injuries, stroke and other neurological disorders, including Epilepsy, Alzheimers disease and Aneurysms etc.NWGHRC neurosurgery suites are fully equipped with the latest fiber optic equipment, laser, surgical microscopes and computerized mapping equipment so that surgeons have the best possible setting for their precise, delicate work.NWGHRC has a number of visiting neurosurgeons, senior neurosurgeons that conduct frequent round of the patients and are always on the call to deal with any emergency of neurosurgical case.Gynecology Department:Gynecology is the field of medicine that deals with the diseases particular to women, such as delivery, abortion etc. NWGHRC has Gynecology ward which has the most trained and well qualified female staff, including medical officers, nurses, and paramedics.Radiology Department:NWGHRC has a specialized and well equipped radiology department that has many dark rooms for conducting radiological imaging. Specialists at NWGHRC carry out radiological imaging i.e. conventional X-rays, fluoroscopic examinations, computerized tomographic studies and ultrasound studies. They also interpret films and fluoroscopic screen images for the doctors.NWGHRC has highly qualified radiologists and well trained radiographer are working hard to fulfill the upcoming dynamic and challenging needs which assure consistent and high quality patient care in dealing with rare and complex pathologies. Pharmacy Department:Pharmacy department is a key department that deals in medicine storage and supplying, having a competent staff.Pharmacy department has different sections including Out patients pharmacy Inpatient pharmacy Operation theater pharmacyEach one is headed by its own pharmacist while they are jointly headed by chief pharmacist. They provide facility to concerned staff as well as patients. Medicines are issued to the patients when the concerned medical officer sends a material requisition form.Pharmacy management system (PMS) software is under construction to meet the requirement of the modern medical world which will provide information related to the drugs inventory, hospital formulary, drug interaction, dose monitoring, expiry dates, stock status and therapeutic incompatibilities. Medical and Allied Department:The department deals in providing health services in many fields such as eye, urology, dialysis, dermatology, phlebotomist, physiotherapy and other such services plus dealing with any emergency and provides medical assistance. This department is headed by resident medical officer whose duty is to handle emergency patients. He has the assistance of many medical officers, technicians and dialysis technicians.Physiotherapy Department:The physiotherapy department of NWGHRC is a supportive allied department that treats and performs the physiotherapy of the patients in Intensive Care Unit (ICU), Cardiac Care Unit (CCU) wards; and makes them able to move to bed. Their role is of critical nature because after the operation patients hesitate to move, the physiotherapy helps them in moving through different exercises and tips. Directorate of Finance:The director Finance heads the Finance Department of NWGHRC and reports directly to the Chief Operating Officer (COO) for all strategic corporate finance and administrative matters.The organizational chart of Finance Department is shown below

CEO COOFinance Officer Finance Officer Finance Assistant Finance Assistant

Chart-2

Structure of Finance Department

Function of finance department Cash Receipts:Every organization having its own cash receipt method .North west general hospital and research centre have developed very plain and comfortable system of cash receipt just for the sake of patient. Cash are collected from patient for, Doctors appointment. Laboratory tests which are advised by the doctor. X-ray. Ultra sound. Emergency. For admitting the patient in hospital ward. Operation charges. Food and other charges.North West General Hospital and Research Centre having two different type of patient one is called In Patient and other is Out Patient. The Cash Receipt processes of both are distinguished from one another.Outpatient:Out patients are those patients who arrive to hospital for taking appointment of doctors for the sake of check up or performing investigation tests, x-ray, ultra sound etc.Inpatient:Those patients who are admitted for observation or some critical reason in hospital wards are named as Inpatients.

Cash Receipt process from Out Patient The process of cash collection from out patients is quite simple. The patients who arrive to take appointment or want to perform laboratory tests or other investigation at first he will visit to the main Reception and there he will answer few question about himself which are asked by the responsible person (Receptionist ) and then the receptionist will punch his or her data and purpose in the Hospital management system (HMS) software and then request him to deposit the particular amount in cash counter .In cash counter the cashier receives three copies of the particular information of the patient which content name of copy , date , time, name of the Patient , purpose for which he or she is going to submit the amount ,and the particular amount.The three copies are following Office copy. Patient copy. Particular department copy to whom he/she is depositing amount.When the cashier receive the amount which is maintained in the slip from patient then he will post Cash Receipt stamp and his signature on all three copies and hand over two of them to patient . Patient copy. Particular department copy. And keep office copy with himself as a record. Inpatient: Cash collection for Inpatient at the time of admission:-When the patient is brought to NWGHRC to admit in hospital, at first he will contact with admission office. There he will give all data about the patient to the admission officer and he will punch all the data in Hospital management System (HMS) software and ask him that where will patient stay in ward, Room, Executive room.Because three of them having different charge which are following In ward four patients stay at a time and 1100 rupees are charged for 24 hours stay from individual patient. In Room only one patient stay and 2700 Rupees are charged for 24 hours. In executive room patient are treated as a VIP and 5000 Rupees are charge for 24 hours stay.After the selection the admission officer will identify the ward, room or executive room in the patient form and prepare the bill for patient in which advance amount is also mentioned and then request him to submit the amount of cash with the cashier. The casher will receive print of three copies of the patient form on which the name of patient, Consultant name, Date of Admission, time of admission, room, ward or executive room number, contact number and address and the particular amount are mentioned. The patient will pay the amount mentioned in the form then the cashier paste cash received stamp on the all of the three forms along with their signature. One copy is given to the patient, one is handed over to the admission officer and one is kept in record for himself.Cash collection for Inpatient at the time of discharge:-When the patient is discharging the admission officer is responsible to prepare all the expenditure summary which include stay charges , food charges , medicines charges which are given to patient ,OT charges if any , investigation charges doctor visits etc, and then send it to the cashier if the expenses exceeds from the amount which the patient deposited at the time of admission then the cashier will receive the out standing amount from patient or if the expenses of the patient is less than the patients advance deposited amount then the cashier will pay the balance to him. Payment:Different types of Payments are made to the different organizations, companies, labors and internal employees on different basis Payroll Payment to seller Taxes Utility bills In the North West General hospital all the Payments are made in the observation of the Finance manager who is answerable directly to the CEO (Chief Executive Officer) Dr.Sardar Muhammad Alam.

Payroll:The HR department prepares the payroll and forwards it to the finance department at the end of the month. The finance manger verify it and directs his accountant or assistant accountant to transfer salary amount to the employees BOK (Bank of Khyber) accounts and employees having salary less than Rs.7000/- are paid in cash by the hospital. Mostly salaries are paid to employees in first week of the month.Purchasing As in earlier chapter we discuss that North west general hospital is newly established general hospital and research centre for that purpose high costly machinery and other equipment are still required which are purchased step by step.Whenever any item is required the Particular departments head send the request letter to the Material Management Department. Whenever the Purchases are of high amount the request letter is also send to the finance manager for approval. After the approval the Material Management Department purchases it according to their process and the bill of the item along with JRM are send to the Finance Department for the Payment. The finance manager directs the billing payment officer to prepare the cheque of the particular payment and forward it to Chief Executive Officer for his signature on the cheque and then with the order of finance manger the accountant inform the seller to collect this cross cheque and then by taking the signature on the office copy of the seller for the sake of proof of payment the cheque is handed over to him and the office copy is kept in the record.Utilities Bills:In every first or second week of the month North West General Hospital and Research Centre receives utility bills like Electricity bill, Gas bill internet bill, etc and are forwarded to the manager and by taking proper approval the accounts assistant clear all the utility bills in the Bank of Khyber (BOK) booth which is situated inside the hospital and the receipt is kept in record.

Daily Cash Receipt Report Preparation:In North West Hospital Daily Cash receipt report is prepared by Assistant Accountant and he is also responsible for collecting daily cash from the cashier with proper summary. The Assistant accountant collects cash from all the concerned departments (inpatient and outpatient) at the end of every day with proper summary and then he tally the cash with the computer data base report. If any ambiguity is found then he directly reports to Accountant as well as Finance manger. If it is satisfactory then he prepares daily report and deposits all the cash in North West General Hospital and research centres account. The daily cash receipt report is handed over to the Finance manger and after his checking the report is forwarded to the Chief Executive officer (CEO).Petty Cash For petty cash NWGHRC has hired petty cashier (Mr. Sabir) who is responsible for dealing only in little expenditures which are held in hospital like the cash paid to the drinking water supplier, entertainment expenditures, traveling expenditures, labor who are hired for digging, for repairing etc and the lower staff employees who need advance salary amount less then Rupees 5000/-There is proper way of receiving money from petty cash. The receiver will write application in the name of finance Manager and sign the application from the concerned head of the department to which it is linked. The finance manger will approve and direct the petty cashier to pay the underlined amount. The receiver will sign the application in front of the petty cashier and mention that he has received the appropriate amount.If the petty cashier feels that he has less cash in hand or balance is zero, he will request to the finance manger and the finance manger will order the accountant to prepare the cheque in the name of petty cash and hand over to the petty cashier.The petty cashier is responsible to Present all Cash In, Cash out and Cash in hand summary to the finance manager at the end of the day.Consultant visits:NWGHRC is having 38 Consultants (specialist doctors) as permanent staff while few are visiting faculty. When the doctor (consultant) admits his patient in the hospital and then visits his patient for treatment purpose to his room or ward he charges 400/- rupees from the patient which NWGHRC includes to the sum amount in his bill when the patient discharges. When the patient is newly admitted in the hospital consultant charge sheet is attached in the patients file and whenever the consultant (concerned doctor) visits the patients ward, senior staff nurse is responsible to take signature of the concerned doctor after visit on the charge sheet. The accountant prepare the individuals consultant visits summary report from the charge sheet and forwards it to the finance manager for giving approval to transfer the consultant visit amount to their banks account. After the Finance mangers approval the accountant transfer the amount to their account after proper deduction of income tax and other deductions.

Taxes:All the taxes deducted from the employees and the procurements are deposited within 7 to 10 days to the tax department.In the NWGHRC Accountant Mr.Moin is responsible to prepare and deposit the income tax properly during my internship practice period. 3 percent were deducted on the supply while 6 percent were deducted on the services.When the Material and Management Department send the JRN along with detail to the finance department the bill payment officer subtract the taken amount from the parties and handover the individual supplier detail and the tax amount which are deducted from them at the time of payment. The accountant submit all the tax amount of the supplier and the employees income tax amount in the National Bank of Pakistan Hayatabad phase V branch and then punches individual supplier income tax amount and the motive of the payment online in the Income tax department web site to get income tax deposit slip from the tax department which are later handed over to the procurements and keeps a copy of it with him to keep the record..

Directorate of Purchase: Purchase request forms are prepared and approved by the store incharge. This request is sent to purchase department. Three quotations are asked for receipts and tabulated on a form. For the lowest quotation, purchase order is prepared. The items received are sent to the store. The receipts are sent to the finance department. For the heavy orders, tender is called. Directorate of Administration and HR Department:The directorate of administration and Human Resource (HR) is led by Mr. Muhammad Ali. The human resource department deals with each and every matter regarding the recruitment, selection, orientation, training and all the other affairs of employees. The human resource department is headed by manger HR who holds the responsibility of recruitment and selection of staff, assist director administration in preparing rules and regulations, process and update payroll, maintain a positive work environment and orients and assigns duties to the newly selected employees.Manager human resource is supported by HR assistant and a computer operator, who handles the leave record of employees and their payrolls, arrange interviews, orientation sessions and updates the personal files of employees.

Organizational Structure of Human Resource department

Board of DirectorsCEOCOOHuman Resource ManagerHR OfficerHR OfficerHR AssistantHR AssistantData Entry Operators

Chart 3 Structure of Human Resource Department

Security and Protocol Department:This department comprises of 40 security guards. Their duty is at the main gate (where including other security checks, they also make sure that no food is taken inside by visitors), stairs leading to the basement and wards, and the main security room where they monitor the hospital wards through security cameras. Apart from manual checking, a number of closed circuit cameras are functioning 24 hour in the hospital for the purpose of security.Environment DepartmentThe Environment Department heads the Environment Department team that includes an army of housekeeper and potter. They ensure the cleanliness of the entire premises, maintenance of lawns, laundry, tailoring services, general maintenance of buildings, wards preparation, furnishing and management of cafeteria.Support services have following sub departments: Laundry Outpatient department Patient facilitations House keeping Receptions

Potter

Organizational chart of the environment department is shown below

Board of DirectorsCEOCOOHouse Manager Laundry PorterPatient FacilitationHouse Keeping

Chart-4

Structure of Support Services

Department of Information Technology (IT):The Manger IT and System is head of IT department, who reports to the director administration. There are Management System Analysts, Network Engineers and Coordinator IT & System. The data entry operators and communication staff come under the IT department. This department ensures the network systems maintenance, looking after the hospital cabling, operating systems and switches. The hospital management system and patient information system is also checked by the IT department. It regulates the hospital software for finance and HR. The patients from the time of appointments and entry, at confirmation, scheduling, till the time of discharge are maintained by it. Department of Engineering:The engineering department is divided into sub sectors and each sector maintains specific area for example, the BV/ AC engineer looks after the cooling/heating of the hospital. The bio-medical engineer maintains the various medical equipments. The electricians, plumbers, daily wage are earners from the engineering department.Committees:A committee is group of employees within the organization who are formally assigned to meet for the purpose of discussing or solving situation or activity. It may be of a permanent or temporary nature. To make maximum contribution, purpose of committee should be clearly explained. Most importantly, the members comprising the committee should possess the knowledge and information required for them to make a contribution to committee. And an agenda is also desirable to enable committee members to prepare in advance for the meeting.Some of the committees build in North west General Hospital and Research Center are mentioned below:

Management Committees:This committee is the highest operational management forum where planning and policy making takes place and when/if required the Chairman convenes it.Objective and functions: To discuss and decide all the strategic and operational matters relating to the management of NWGHRC. To deal with all matters relating to the functioning of NWGHRC in Terms of quality, efficiency and effectiveness of all the departments and the projects of hospital. Composition of the Committee:a. Chairman NWGHRC /CEO (chairman)b. HR Manager (Member/Secretary)c. Clinical Director ( member)d. Finance Manager (member) e. Purchase Manager (member)f. Chief operating officer ( COO ) Working:a. The chairman/CEO calls a meeting of the management committee, anytime he deems necessary.b. Routinely the committee meets once in a week, at a time and date decided by chairman/CEO.c. The chairman/CEO decides on the agenda, however, any member could also raise key management-related issues for reporting and discussion in the meeting and suggest or invite solution for a decision.d. Besides the normal composition, any other member(s) of the staff, whose presence is felt important in the meeting, can be called in to attend the meeting after permission of the Chairman/CEO.Procurement Committee:The Chairman/CEO is the convener of this committee with the Finance Manager, Manager of HR, and the Manager of Medical Services (DMS) regular members and the head of concerned departments being a co-opted member(s), and the Manager of purchase as its member/secretary. The Chief Engineer and the Biomedical Engineer may also be a co-opted member if required. This committee ensures coordination for the purpose of quality control and consumption based purchasing for all departments. For long term procurement of installations and medical equipments the Chairman is expected to convene and use his authority to prioritize the items to be purchased. The CEO provides operational policy guidelines to the committee member with regard to life saving equipment/drugs, financial feasibility, technical sustainability and the pattern of consumption.Composition:1. CEO (Chairman)2. Finance Manager (member)3. HR Manager (member)4. Clinical Director (member)5. Clinical Director (member and secretary)6. Head of the concerned Departments (Co-opted member)7. COOCoordination Committee:This committee meets every day unless not required as necessary by the CEO and covers routine coordination; strengthen and alignment of hospital operations ensuring that management committee guidelines are followed and irritants are removed. This committee offers opportunities for the four directors to report the important, daily issues to the CEO and demand necessary approvals and required coordination from the directors.Functions:a. The coordinate on the practical implications of the strategic and operation decisions taken by Management Committeeb. To develop integration and discuss solution with regard to the effects on one department from the actions of another department.Composition:1. CEO (chairman)2. COO3. Finance Manager (member)4. HR Manager (member)5. Purchase Manager (member and secretary)6. Clinical Director (member)7. Manger Information Technology (Co-opted Member)8. Heads of the Departments (co-opted members). All co-opted members shall be required to make themselves available when/if they are required.Administration and Discipline Committee:Manager of Administration and HR organize this committee and it supervises not only the routine administration matter relating to hospital management but also several disciplinary issues that are raised in different departments.Functions:To address issues related to routine administration of North West General Hospital and Research Centre e.g. absenteeism, leave, late-coming, behavior, patients complaints etc.Working:To examine the state of discipline in different department of NWGHRC and take corrective measures in coordination with the concerned heads of the departments.Consultants Issues Committee:The purpose of this committee is to rework/reformat the contracts/deeds of practice with the consultant wherever required. (This is also empowered to cover irregularity, backlog, and any dispute that are related to the consultant- rent, agreement etc.). It acts as an administrative bridge between the NWGHRC visiting consultant and management.Composition:a. CEO (Chairman)b. COOc. Dr. Tariq khan (member)d. Clinical Director (member)e. HR Manager (member)

Pricing and packaging structure committee:This committee determines/revises the prices of different medical services/procedures etc offered at NWGHRC. Future rules and regulation relating to the functioning of this committee are being developed further. The membership of the committee could also be changed from time to time. The quorum requirement is to be decided and finalized by the CEO.Project Development Committee:This committee offers advice and operational guidelines on the on-going and future extensions of NWGHRC including development and opening of new department/wards, marketing of medical services This committee meets whenever required by the CEO.Prevention of Infection Committee:This committee ensures development of all operational guidelines and procedures to prevent infection through anything and by any means related to infection inside the hospital. The committee meets whenever required by its Chairman in prior consultation with the CEO.Waste Management Committee:This committee ensures waste management and planning at all levels and in different departments. The purpose is to build hygienic, germ-free and clean environment at NWGHRC. The committee consists of: CEO (Chairman) COO HR Manager (member) Heads of all concerned medical departments (member) Head of Environment Department (member) Chief Engineer (member)

CHAPTER 4HUMAN RESOURCE PRACTICES AT NWGHRC

INTRODUCTION: With the advent of new era and new developments in services; it did cast its impact upon how the human beings should be treated and managed; at first these practices were limited to merely hiring and firing of employees later on with further developments led to the current state of practices known by the name of human resource management practices, practiced at quite large in organizations now.

The Human Resource Management Practices ensure motivating employees to work, increasing their learning and providing benefits apart from salary to them, taking care of their health and providing safe and secure environment to them. They have been evolving since then and because of it many new employees benefits plans have been introduced such as gain sharing, career development, training programs that consider employees personal interest along with achieving objectives and goals of organization.

As far as NWGHRC is concerned it has its own human resource department whose main responsibility is to hire suitable employees for the right post and their maintenance and up gradation.

The practices practiced at NWGHRC have been described in detail below;These practices start with the creation of posts and vacancies; and then the recruitment and selection of employees. Once they are selected and they become a part of NWGHRC then start the rest of the practices and their maintenance, training and providing benefits to them according to their skill. Here are the practices;

THE RECRUITMNET AND SELCETION PROCESS:

RECURITMENT PROCEDURE:Recruitment process is known as the process of attracting and inviting potential employees for the vacant posts; while the selection process is known as the procedure to select the right person for the right job from a pool of applicants that have applied for the post.

There are basically two types of recruitment procedure that are employed by the HR department of NWGHRC.

INTERNAL RECRUITMENT EXTERNAL RECRUITMENT

1)INTERNAL RECRUITMENT:In Internal recruitment employees are basically first asked to fill the posts on the basis of promotion or changing designation and transfer to other department. In case if suitable persons are not available within the organization they are asked to refer their kith and kin who qualify the job requirement. This method is increasingly used in NWGHRC; at first they ask their employees to refer their relatives for the vacant posts and fill in the application form that is must for each applicant.

In case if the internal recruitment did not yield fruitful results then external recruitment is employed.

2)EXTERNAL RECRUITMENT:In external recruitment applicants outside the organization are asked to compete for the available post. In order to invite people from outside the department advertisements are made in two ways ie(1)As NWGHRC have a very interactive website http//www.nwgh.pk there for they normally advertise through website, in case if they are in urgent need of certain staff they advertise in the leading newspapers of the country as they never compromise on standard.

(2) Apart from this formal procedure, they also get a lot of application through walk-ins and write-ins.

Because NWGHRC has established its name in the whole country, people from all over KPK and other parts of Pakistan walk in and drop their CVs and application form or they either send their CVs through email address or through post mail so they call that candidates whos CVs already received but kept as waiting

SELECTION PROCESS:The selection process starts right after the recruitment process.Through recruitment process large number of applicants is invited for the available vacancies while the next thing is to select the best among them.

Hence a selection process include many steps so that an individual qualifying a single step would be judged on other basis as well, because he may be good at one thing while his competencies would be lower in other step that doesnt make him fit for the job. There are different cadres of job at NWGHRC, hence the selection process for each one of them differ significantly.

SELECTION PROCESS FOR THE PROFESSIONAL EMPLOYEES:Selection process for the professional employees is described as following; the professional staff includes TMOs, MOs, managers, data entry operators, receptionists, nurses, and administration staff.

1) First of all application forms are filled up by those willing to apply for the posts. Because of its great reputation in the heath care field many people came and drop their CVs along with the NWGHRC employment form hence they never need to advertise for it. 2) Secondly those application forms collected so far are then scrutinized and any invalid form or the one having poor grades is removed in the first hands. Hence the short listed candidates are asked to come to go through further steps of the selection process.3) In the third steps all the short listed candidates have to give a small computer knowledge test because in NWGHRC every process has been computerized so having some knowledge of computer skills is must.4) After the test has been conducted they have to appear before an interview panel of five members that is

COO One nominee of the chairman HR Manager Clinical Director. Head of the concerned department.

The interview is the most difficult step of the selection procedure. While we were working there we asked those panelist of what does they judge in the interview, they replied their qualification for the post greatly depends upon how they conduct themselves in the interview, how they behave , their depth of knowledge concerning the subjected field, their aptitude towards work and their competencies.

At the appointed time the board assembles and the candidates are interviewed one by one. Each member of the selection committee independently marks his/her assessment of the candidate on the assessment sheet.

The assessment sheets have three sections each one of them having 5 marks that is Aptitude, Attitude, and Appearance. All of the three factors are equally important along with qualification and experience.

At the end of the interview Manager HR collects the assessment sheets that have been marked by all the members according to their respective judgment and makes a merit list based on the assessment sheets. After having the merit list approved from each member of the board the selected candidates are called for joining on the required dates. In case of senior positions the final approval of CEO/Board of Directors of NWGHRC will be sought before call up.

THE SELECTION PROCESS FOR NON- PROFESSIONAL STAFF:The non professional staff includes house keeper, ward boy, tailors, drivers, and other lower level staff.The selection process for the non professional staff is very much similar to that professional staff except this that they dont have to give a computer test.Even they drop their application forms that are scrutinized and those up to the standard criteria of qualification and experience are called up to appear for an interview, which is taken by the same panel of members. In interview they are assessed regarding their ability, skill and competence and those successful in the process are called up to get their appointment letter.

APPOINTMENT:Selected candidates are called up to join their posts after the approval of all the members. Appointments are of two types at NWGHRC

1)TEMPORARY EMPLOYEES:

Some of the employees are selected on purely temporary basis. These are lower grade employees selected for a short period of time but if their performance was satisfactory then they can be made permanent employees of the department.

2)PERMANENT EMPLOYEES:The professional posts of NWGHRC are normally permanent posts. Employees performing well can be made part of the organization permanently.

MEDICAL OF CANDIDATESAfter selection and before he joining of candidates there are some requirements are needed by HR department like the first requirement is the medical of candidate to make known that either he is suffering for any disease or not? If employee have a positive results and his required post make him in direct interaction with patients, he will be rejected and would not be hired but if he is not in direct contact with patients then he may select but he will not able to sue the organization in future for his disease.There are some documents needed to be verified. They are the following

Appointment letter Interview evaluation form Employee information form Joining Report Employee Documents Medical form Police clearance form (needed only by security guards) Allowance sheet Merit list Requisition form

REQUISITION FORM: When one person resign then it will replace by another employee and requisition form issue only in this case so the number of employees will provided to each department according to number of seats assign to them. It is employment planning to find out that which department has over employees and which department has shortage of employee in order to accommodate the excess staff in other department or hire the new employee in case of scarcity of employee in concerned department In case of extra employees(may be in case of additional work/task or in form of new project) beyond the seats assigned ,they send the requisition form to HR department to hire the new staff as the concerned department demanded , then chairman signature would required.

For dispatch employees (after selection) they are provided punch cards called 1) RFID cards for attendance 2) ID cards 3) Appointment letter

BRIEFING GIVEN BY THE HR COORDINATOR:

After the selection process the candidates who reports for the duty is first given the Briefing by the HR officer regarding the employment contract that he is going to sign and the rules and regulations and other matters of importance to his/her department that he/she must obey during his/her stay at NWGHRC.

Some of the main features of the contract and briefing given to him are as following;1)PROBATIONARY PERIOD:All the employees selected are placed in three months probationary period. The performance of the employees is constantly judged by the respective supervisor or head of the department. If nothing was against them and they were performing their duties well then they would be made permanent employees. No leave is allowed within probationary period except short leave.

2)SECURITY DEDUCTION:In order to maintain the staff and prevent frequent withdrawals of employees the management deducts 5% of the pay of each employee. That money is kept as a security with NWGHRC. In case the employee is leaving the organization before one year then this money would not be given to him but after one year he would be given the security.

3)WORKING HOURS:Normal working hours are 0830 through 1700 hours Monday through Saturday. All the employees must strictly observe office timing otherwise coming 3 times late per month would cause them an explanation call, warning letter and 2 to 3 days deduction in pay. Hence most of the employees were observed to be very punctual. 4) LUNCH BREAKS AND PRAYERSIt is notified that lunch/prayers break is for one hour (60 minutes).Only 50% of staff of each department will utilize the break from 12:00 PM to 1:00 PM.While remaining 50% will take break from 1:00 PM to 2:00 PM.The head of the department will ensure that sufficient staff is present to meet the requirement at lunch break.

5)ATTENDANCE:In order to ensure that all the employees presence along with the time of arrival and departure is marked correctly, they have two kinds of attendance marking system.

a)CARD PUNCHING: Card punching system is for lower level staff such as housekeepers, nurses, ward boys, assistants. All the employees are given a separate punching card each month which they have to punch in the punching machine installed at the entrance. The punch machine marks the arrival and departure time on the card automatically.

b)HAND PUNCHINGHand punching is for professional staff such as MOs, managers and other such administration officers. All of them punch their hands in the punch machine each time they enter the hospital to mark their presence and presence time.

6) ATTENDANCE POLICY FOR THE EMPLOYEES

All the employees expected to be in time for their shift. Anybody who is later than 15 minutes, 3 times a week, will be marked absent for that one day. In case if somebody is reporting late, he or she report to be security office, which in turn will take him or her to Director Administration who will act according to the policy of NWGH. In all such cases Director Administration will enforce the penalty clause through HR Department.

7)LEAVES:After the probationary period the employee can avail the following types of leaves;That is; 10 casual leaves. 08 sick leave Short leaves and 14 annual leaves (the leaves are admissible only after the completion of the one year of employment.)

If any employee remain absent and go beyond his allowed leaves then that will be considered unpaid and their salary will be deducted. They will be paid only if they do absentees in domain of allowed leaves..All these leaves can be obtained with the approval of the concerned supervisor and director.

8)DRESS CODE:Most of the employees have been given a specific kind of uniform which they have to wear during the duty hour. For this purpose NWGHRC have their own tailors who make the uniforms for the different cadre.The usual dress code for the employees is paint and shirt. While the nurses have White color Qameez shalwar with white dopaata having blue piping, female receptionist have white color Qameez shalwar with overall having pink stripes while male one wears blue shirt and grey paint, security guards have their military type bluish uniform, and high boots, doctors obviously have to wear an overall, ward boys wear green paint and shirt, housekeepers wear brown paint and shirt.

9) SEPARATIONIt may occur by following two ways

A) Resignation/VoluntaryEmployees who wish to resign must submit a letter of resignation to the Administration/Personnel department. A minimum of one months notice, or one months gross salary in lieu thereof, is required if the employee has completed the probationary period. Employees on probation are not required to give any notice of resignation or salary in lieu thereof but he must inform 24 hour before resigning.

B) Separation for cause/InvoluntarySeparation for cause may be based on the misconduct, malfeasance and abandonment of position or unsatisfactory performance of duty.

10)CONFIDENTIALITY AGREEMENT:All the employees are required to submit an undertaking stating that they wouldnt reveal any part of the hospital secrets to any individual and nothing belonging to the hospital should be kept in private custody. If anyone found guilty of violating this rule shall be dealt strictly.

BRIEFING GIVEN BY THE SUPERVISOR:

After the orientation given by the HR officer employee is send to his respective department where he is posted and he is given briefing by the supervisor or head of his/her department regarding the work that he/she has to perform.

1)TRAINING AT NWGHRC:

There are basically two types of trainings at NWGHRC,

i)ON JOB TRAINING:Every employee when appointed is given training regarding the work he has to perform on the job by his seniors or supervisor. After successful completion of the duty they are further given tough responsibilities.

ii)OFF JOB TRAINING:Apart from on job training nurses and doctors are given further trainings as their job is of serious nature.

NWGHRC has hired a well qualified nursing tutor who would be teaching them different courses such as ward mannerism, basic life support program, advance cardiac life support program and advance trauma life support program. Plus there are many other courses that are arranged from time to time in order to upgrade their skills.

Other than this NWGHRC has a tradition of having a presentation on each Saturday, in which one senior consultant presents on a topic to all the doctors. This increases their knowledge and competencies in their respective field manifold.

NWGHRC has been given accreditation by the CPSP team in 2006 for FCPS part 1 and FCPS part 2 training in the following disciplines. Pulmonolgy Orthopedics Medicine General Surgery Pediatrics AnesthesiaThis makes NWGHRC the first private hospital that has been allotted this privilege.Hence it hires a number of TMOs (trainee medical officers) who practice at the hospital and gets training at the same time.Previously there were training sessions for the technicians as well but it has been ended due to some reasons.

2)TERMINATION:Those employees who are not up to the standards of NWGHRC or those who have violated certain rules of NWGHRC are given a warning at first in the form of a warning letter issued by the HR department but if the violation is of serious nature then he is terminated without any prior notification. 3)EQUAL OPPORTUNITY EMPLOYER:NWGHRC clearly states in its policy that it is an equal opportunity employer and gives no preference to one sex over the other. Each employee is selected on purely merit basis.

COMPENSATION SYSTEM OF NWGH:The employment contract clearly states the compensation that they will be given in case of senior posts requiring greater experience and qualification the salary can be negotiable and determined by the mutual agreement of the employees and administration.

GRATUITY:Gratuity is paid to those employees after they have spent one happy year with the organization. NWGHRC in order to bid them a happy and respectful farewell pay them three months salary as a gift for their three years effective work.

ANNUAL INCREMENT:Employees who have worked more than a year with NWGHRC shall be entitled to annual increment of 09 % of their basic pay.

BENEFITS OFFERED AT NWGHRC:Apart from basic salary NWGHRC has other benefits as well. All these benefits have been designed to motivate employees and encourage them.

1)MEDICAL BENEFITS:All the employees are entitled to following medical benefits and discounts that they can avail upon filling a form for discount, those benefits are;

40% discount on Lab charges. 40% discount on medicines. 40% discount on Operation Theater. 40% discount on routine diagnosis from consultant Free medical checkup from medical officer.

2)OT, ICU, CCU, RADIOLOGY ALLOWANCE:All the staff working in the Operation Theater, intensive care unit, coronary care unit and radiology department is given special allowance that is 15 to 20 % of their salary.This allowance is paid to them each month along with the salary.This allowance is specially designed for those employees because they are vulnerable to radiation plus more mental and physical stress than others employees hence they get a compensation in form of this allowance.

3)HEAD NURSE AND NURSES ALLOWANCE:All the head nurses are given Rs.2000 allowance after three months of taking charge as a head nurse.And Rs.1000 allowance is given to nurses as ward allowance after three months completion of their work in a specific ward.

5)ADVANCE PAY:

Employees after probationary period can get an advance pay with the approval of their supervisor and human resource manager.

6)OLD AGE BENEFIT:All the employees have to contribute Rs.40 only each month while the employer contribute Rs.160 which is kept for the benefit of employees and then those employees who have exceeded age limit of 60 years can get minimum Rs.1200 as old age benefit. This is only beneficial for the older employees.7)NJI INSURANCE:Employees became entitled to NJI insurance after three years of successful completion with NWGHRC.8)SOCIAL SECURITY:

NWGHRC has its social security program forms, those employees who apply for the program get this benefit that they and their family members can get treatment from the government hospital of their area for free.

CHAPTER - 5SWOT ANALYSIS of NWGHRCA scan of the internal and external environment is an important part of the strategic planning process. Environmental factors internal to the organization usually can be classified as strengths or weaknesses and those external to the organization can be classified as opportunities or threats. Such an analysis of the strategic environment is referred to as a SWOT analysisThe SWOT analysis provides information that is helpful in matching the organization's resources and capabilities to the competitive environment in which it operates. Beside it is instrumental in strategy formulation and selection. The following diagram shows how a SWOT analysis fits into an environmental scan:SWOT ANALYSIS FRAMEWORK: Environmental Scan

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Internal AnalysisExternal Analysis

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StrengthsWeaknessesOpportunitiesThreats

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SWOT Matrix

SWOT Analysis of North West General Hospital and Research Centre is discussed under.

STRENGTHS:An organization's strengths are its resources and capabilities that can be used as a basis for developing a competitive advantage. Examples of such strengths include Exclusive rights by Governments, Strong brand names, Good reputation among customers, High revenue, Expert staff, Exclusive access to high grade natural and artificial resources, Favorable access to distribution networks, Specialist marketing expertise, New, innovative product or service, Location of business, Cost advantage through proprietary know-how, Quality processes and procedures, Any other aspects of business that adds value to product or services.

Strengths of North West General Hospital and Research Centre: NWGH is the largest private sector in health care in KPK providing tertiary healthcare services not only to the people of the KPK, but also the entire Pakistan and Afghanistan

NWGHRC is known for its capable and hardworking medical staff.

. NWGHRC is thought to the best in General medical services specially Neuro surgery. NWGHRC has developed the strong brand name in short time and now its name is associated with high standard of health care and treatment. This brand name attracts large number of patients and job seekers. NWGH offers all types of medical services under one roof. NWGH is a well disciplined organization with specific and clearly defined goals, objectives, rules and regulations. NWGHs HR department has open management system and very cooperative environment between workers. NWGHRC is ranked number three among all medical institutes in Private sector. Emphasis on high quality. There is good communication between manager and subordinates in HR department of NWGHRC. NWGHRC is located in a very important part of the country which is easily accessible from all over Pakistan. It has the potential to capture the Afghan and central Asian market as well. NWGHRC has State of art technology to take care of patients in its well equipped labs, operation theaters, ICUs, CCUs and wards. It has all kinds of equipments that can be required for proper treatment, diagnosis and medication. Having updated data of every activity. NWGHRC has expanded dynamically in short time to provide services in the fields of cardiology, neurology, nephrology, pathology, dialysis, general surgery and others. NWGHRC has a number of projects in the pipeline that would prove to be their major strength in the near future. NWGHRC has one of the modern research centres which is equipped with all the modern equipments. There is no risk of power failure as NWGHRC has special arrangements for substitute sources of power supply. There are special facilities for employees and patients e.g. PICIC collection booth, cafeteria, hostels.Computerized Hospital Management System:NWGHRC has developed its own hospital management module that has many modules installed at each department of NWGHRC with a different interface. All these modules have made the management process effortless for the employees of NWGHRC.It includes:1.Patient Management System (PMS):This system is installed at every ward and linked with the medical registrar where they make a detailed record of each patient regarding the treatment he received, diseases, diagnosis, medicines recommended, tests conducted and others. This record not only helps doctors to retrieve the previous record of patients when they make next visit plus data is further used for research purpose by the Training Medical Officers (TMOs).

2.Human Resource Management System (HRMS):Human resource management system has recently been designed which keeps detailed record of all the employees so that incase of any need of data of employee, can easily be retrieved.3.Purchase Management System (PMS):The purchase management system has been installed at purchase department, which makes record of all types of goods received, the system has warning system that alarms the authorities if any medicines expiry date had reached plus it indicates when the stock is going down so that they can make another purchase.4.Finance Management System (FMS): Finance management system keeps a detailed record of the financial transactions, cash collection separately inpatient and outpatient, taxes and others.5.Pharmacy Management System (PMS):The pharmacy department has its own software that has been installed at main pharmacy, satellite pharmacy and it keeps a detailed record of all the medicines available and it decreases the stock automatically when medicines are issued to the patient .It also indicates which medicines are not being sold for long time. In such case the medicines are returned to the suppliers.6.Leave Management System (LMS):The leave management system has been installed at human resource department that makes changes in the leave record of each employee according to leaves availed.7.Laboratory Management System (LMS):The pathology lab of NWGHRC has its own software. All these modules have increased the pace of work and efficiency of work performed.WEAKNESSES:The absence of certain strengths may be viewed as a weakness. For example, each of the following may be considered weaknesses: Lack of government protection, A weak brand name, High cost structure, Lack of access to the best natural and artificial resources, Lack of expertise, Undifferentiated products and services (i.e. in relation to your competitors), Unfavorable location of business, Competitors have superior access to distribution channels, Poor quality of goods or services, Damaged reputation.

Weaknesses of North West General Hospital and Research Centre: Lack of coordination between different departments. The HR department in particular is not supported whenever information and support is needed from other departments. Lack of finance. Delay in the payment of the employees salaries. Delay in the payment to the suppliers bills clearance. The turnover rate is very high. During the internship period i.e. July-August-September about 10-20 employees left NWGHRC for many reasons. The employees are dissatisfied of their jobs and there is no job security for the employees. They are very much dissatisfied with the organizations rules, policies and salary package. Most of them take NWGHRC as a transit and are thinking of leaving it the moment they get a job anywhere else. NWGHRC has its own special department for Human Resource Management but the department is acting more on the previous principles of HRM that is of Hiring and Firing agent. It has less to do with motivating employees, upgrading their skills and retaining them at NWGHRC The decision making system is centralized. The concentration of power is in the hands of upper management. The HR office department has been disabled by the management. During the internship period, it was observed that HR department has very less power. At times employees are terminated and recruited without any knowledge of the HR department. They are only asked to prepare the appointment or termination letters/letter. The employees are over burdened and underpaid. Specially employees at Finance Department are extremely overworked and are given very little as salary. Their work environment was so poor and congested. The dominance of some departments have taken shape of an informal structure that upset the functioning of other departments specially HR department. Such as the pathology department where the higher ups hire their own employees and terminate according to their own will without any consent of the HR manager. Similarly certain other higher ups and their relatives try to interfere in the normal matters of HR department. Some of the departments have been under staffed due to higher turnover rate, while some of the jobs have not been raised yet as the hospital is growing towards progress and expanding, the current employees are getting over burdened and they need to hire more workers to reduce the work load and ensure on time work completion. There is no reward system at NWGHRC despite of a very strong punishment system. There are very little training opportunities for employees. There is not any training and development department. Overemphasis on the rules and regulations makes it somewhat mechanical rather that a humanistic organization. Work environment was stressful because Hospitals are normally places of emergencies. There is always great demand to be active and alert, which causes stress in both line and staff employees. Too much stress negatively influences the performance of the employees. There is no proper system for internees. They have to find work for themselves in the organization. Although they have started an internship program by which it provides an opportunity of training to the students but they do not have a set system for utilizing them. They are put to one corner of the department and everything is left at their own competence. It is just a formality that NWGHRC is fulfilling, with no attention towards training them. NWGHRC havent a mosque facility that is why most of the patient attendant go out of the hospital for prayers. The communication channel is quite weak as many of the employees can not convey their problems and suggestions to their supervisors because of their authoritative style of leadership.OPPORTUNITIES:The external environmental analysis may reveal certain new opportunities for profit and growth. Some examples of such opportunities include: An unfulfilled customer need, Arrival of new technologies, Developing market (China, the Internet), Mergers, joint ventures or strategic alliances, Moving into new attractive market segments, A new international market, Loosening of regulations, Removal of international trade barriers, A market that is led by a weak competitor.

Opportunities of North West General Hospital and Research Centre: They can have a nutrition clinic in the hospital. A speech therapy clinic can also be initiated. Nuero surgery is the distinctive competence of the NWGH. Unless and until there is no rival in this field, NWGH can enjoy its monopoly in the field of neuro surgery. Afghanistan lacks health facilities and service. Located at the gateway of Khyber NWGH can not only target the KPK and Pakistan Market but can also capture the Afghan Market. NWGHRC can take great advantage of its internship program. As more and more graduates are entering the job market in search of new jobs. By hiring internees and training them properly, they can decrease the work load of existing employees and they can be made a part of the organization permanently based on satisfactory performance. This would reduce the wastage of time in recruiting and selecting employees again and again.THREATS:Changes in the external environment may also present threats to the firm. Some examples of such threats include: Shifts in consumer tastes, Emergence of substitute product New regulations, Increased trade barriers, A new competitor in own home market, Price war, Competitor has a new, innovative substitute product or service, A potential new taxation on product or service.

Threats to North West General Hospital and Research Centre: The number of competitors is increasing rapidly. Many hospitals are established near NWGHRC building. NWGHRC termination policy is posing a great threat to the organization repute. Because each day a ward boy, a house keeper or even a middle level manager are knocked out on a minor issue that can easily be resolved with a little negotiation and a warning letter. If anybody commits a mistake the supervisor must take into consideration that all human beings are prone to mistakes and hence termination shouldnt always be the last resort. Unless those mistakes that are of serious nature and cannot be forgiven and hence it wouldnt work out without termination. Because terminating one person means that you are discouraging dozens of potential or portable candidates. NWGHRCs financial position is very weak. If necessary steps are not taken it may be possible that they will face problem in near future for satisfying their creditors.

CHAPTER 6:CONCLUSION AND RECOMMENDATIONS

CONCLUSION:NWGHRC is one of the largest and modern general Hospital and research centre in private sector providing best healthcare services not only to the people of KPK, but also the entire Pakistan and Afghanistan. It has developed a very strong brand name in a very short time because it always emphasis on providing quality services for which people of KPK had gone to other cities to receive such type of health services before establishment of NWGH. Some negative points also exist in it which is damaging the reputation and performance of the NWGHRC.Financial position of NWGHRC is very weak and also has not good relationship with other financial institutions. It has skilled staff but the staff hired by HR department is untrained and no systems exist for the motivation of the staff. Whole authority of the NWGHRC is in few hands.RECOMMENDATIONS:1.Motivation For the employees motivation the management of NWGHRC must monitor and evaluate the performance of the employees and give bonuses, promotion incentives.2.Hiring of Skilled StaffShortage of skilled staff should be overcome by hiring more employees, particularly for the HR Department.3.Stop Spending On Unproductive Activities.NWGHRC management must concentrate on their financial activities and stop unnecessary spending.5.Job Rotation:Job rotation program should be initiated in order to cope with employees dissatisfaction and the effect of turnover. It can also be used as a training tool for the employees. 6.Authority:Power and authority should be delegated to managers by increasing their span of control, greater autonomy and involvement in decision making.7.Training:Training programs should be initiated and the internship programs should be well utilized.8.Termination: Unnecessary termination and punishments on minor matters should be stopped.9.Exit Form:An exit form should be filled in by the employees on their exit from NWGHRC in order to know the reasons of leaving NWGHRC. This way the weaknesses would be highlighted.10.Coordination: Coordination between the departments should be improved.11.SecuritySecurity methods should be improved. Unnecessary people should not be allowed to have access to any departments, especially HR department.12.MosqueA mosque and the prayer room for female must be constructed for the patients, attendants and employees of NWGHRC.

BIBLIOGRAPHY1. Gary Dessler ,2003.Human resource management. 9th ed. New York: Prentice Hall of India.2. Employment Contract of North West General Hospital and Research Centre. 3. Fred Luthens, 2002. Organizational Behavior. 5th ed. New York: McGraw Hill.4. Manual of Rules and Regulations of North West General Hospital and Research Centre.5. S.Kevin, Portfolio Management.6. Timothy J. Gallagher, Joseph D. Andrew, Jr. Financial Management International Edition .7. Northwest General Hospital .[online] Available at