I am pleased to submit my assigned internship report on Service Strategy of Square Hospital Limited. This report contains the service strategy of Square Hospital Limited, Panthapath, where I worked as an intern for three months. This three-month internship program at this Square Hospital was quite a journey for me.
To make this report more valuable, I have reviewed several books, magazines, articles and annual reports of Square Hospital Limited. This is to announce that the internship report on “Service Strategy of Square Hospital Limited, has been prepared as part of my internship formalities. We certify that this internship report titled "Service Strategy of Square Hospital Limited" is a reliable work of Nayeb Ali who conducted the research under my supervision.
Chapter One
- Origin of the Study
- Rationale of the Study
- Objectives of the Study
- Broad Objective
- Specific Objectives
- Methodology of the Study
- Limitations of the Study
Square directions for perfection; the desire to never stand still, never slow down, and never stop thinking. We are very aware of our responsibility as the most respected business organization in the country. For access and availability of information, I have chosen to work on the Service strategies of Square Hospital Ltd.
In addition, information will be collected through face-to-face interview from employees of Customer Care, HRD and Marketing department.
CHAPTER TWO
Literature review
Literature review
Greenrooms Christian (1982) had illustrated that service quality is what differentiates hospitality businesses, without a clear definition of service quality. In the absence of a definition, it is generally accepted that service quality is entirely dependent on the guest's needs and expectations. It could be achieved by asking the guest questions related to expectations and their perception of the service quality through carefully designed surveys.
Parasuraman (1988) includes the components of perceived service quality as safety, reliability, tangibles, empathy and responsiveness. From the customers' perspective, service quality means how well the goods/services provided by the organization meet or exceed customer expectations (Parasuraman, Zeithmal & Berry Mc Call et al., 1998). Service quality is a concept that has stimulated considerable interest and debate in the research literature due to the difficulties in both defining and measuring it, with no consensus on either (Wisniewski et al., 1996).
Asubonteng (1996) defines service quality as the extent to which a service meets customer needs or expectations. Service quality can thus be defined as the difference between customer expectations regarding the service and perceived service. One that is commonly used defines service quality as the extent to which a service meets customer needs or expectations (Lewis & Mitchell, 1990; Dotchin & Oakland, 1994a; Asubonteng et al., 1996; Wisniewski & Donnelly, 1996).
1985) and McColl et al., (1998) originally identified ten determinants of service quality, generic to the service industry. Previous research has shown that reliability is the most important determinant of perceptions of service quality among consumers.
CHAPTER THREE
Introduction
The hospital is an affiliated partner of Methodist Healthcare, Memphis, Tennessee, USA, Sing Health, Singapore, Bangkok Hospital Medical Center, Thailand and Christian Medical College, Vellore, India. Great emphasis was placed on quality nursing services, as we trained more than a hundred nurses for more than a year. Nurses and technicians have already received training from CMC-Vellore which is still an ongoing process.
Square Hospital is located in the heart of Dhaka and aims to serve a larger part of the capital city.
Mission
Vision
CHAPTER FOUR
SWOT Analysis of Square Hospitals Ltd
- Strengths
- Weaknesses
- Opportunities
- Threats
- Organization of the main building
- Pathology & Lab Centre
A lower nurse-to-patient ratio is required, reducing costs Efficient, good quality and largely uniform service High demands Pay scale of staff higher than union scale of comparable jobs in the region Unique training in administration that allows job switching between secretaries Reasonable Rates It has a good reputation in the market. According to the instructions of the treating consultant, it is strictly forbidden to provide food to the patient and accompanying persons. Patient Companion Pass This pass allows the cradle to remain with the patient unless the patient is inside the patient. SQUARE Hospital Pathology and Laboratory Center is located on the sixth floor of the main building.
Our philosophy is that we do tests that all other labs in the country do, but we follow the best possible methodology and guidelines (ie do it better) and do some tests that are not available anywhere else. The patient can receive blood from our blood bank stores or can receive blood collected from donors (who are usually family or friends). Our objective is to protect both the donor and the recipient of blood.
The screening process consists of a confidential medical history, physical examination that includes checking the donor's body weight, pulse, blood pressure and temperature. A small blood sample is also taken from the donor to check his or her hemoglobin level. We then take a blood sample from the donor and check for certain infectious diseases.
If the blood donor is of the same blood type as the potential recipient and all tests are negative, the donor is asked to donate blood. These donors will donate whole blood from which platelets have been extracted, and the amount of platelets obtained from four to six donors constitutes one dose of platelets for adults.
CHAPTER FIVE
Inpatient Services Inpatient Facilities
When a patient arrives at the ED, he/she is seen in the ED triage room. Critical patients are immediately sent to the area next to the triage room, which consists of 4 beds with intensive care facilities. Non-critical patients travel to basement 1 via the elevator in the triage room at the ER.
The elevator connects the ER area to floors above where the patient can be transferred to the ICU, CCU, OR and OB floor. A coronary care unit (CCU) is a hospital unit that specializes in caring for patients with heart attacks, unstable angina, heart failure, and various other heart problems that require continuous monitoring and treatment. The intensive care unit is a unit where patients who require close supervision and intensive care are housed for as long as necessary.
Our ICU contains highly technical and advanced monitoring equipment and equipment, and staff in this unit are trained to provide critical care as needed by the patients. The ICU and CCU are designed so that the nurses and doctors are in a central position with rooms around them.
Outpatient Services
Ancillary Services
All hospital services are carried out with the support of the hospital information system, especially adapted to meet the requirements of our staff and patients. Radiology also offers bone densitometric scanning, portable X-ray, ECHO and USG to meet patient requirements whenever and wherever needed. To facilitate patient diagnosis and treatment, PACS (Picture Archiving and Communication System) is in place.
All hospital services are carried out with the support of the hospital information system, especially adapted to meet the requirements of our staff and patients. All hospital services are carried out with the support of the hospital information system, especially adapted to meet the requirements of our staff. And the patients. Food (According to the instructions of the medical consultant. Outside food is strictly prohibited for the patient and companions.). Assigned Bed/Room: When the patient is shifted to OT/ICU/CCU/CT- ICU/NICU/PICU/LDR, the patient's assigned bed/room will be treated as vacant and.
CHAPTER SIX
Findings
Square Hospital develops customer service based on sensitivity, proactive attitude and care and respect for all. In the OPD area, Customer Service Officers provide information, registered patients; submit test and investigation reports to council attendants and visitors. At IPD, the Customer Service Department presents pro-active service, Customer Service Officers visit booth to booth; listen to the voice of patients about the relevant services needed and change immediately.
Customer service provider always stands next to a confused customer to be free of hesitation, go patient to patient and ask their needs.
CHAPTER SEVEN
Conclusion
Square Group in association with three renowned international hospitals is implementing the 300-bed tertiary hospital located at Panthapath in Dhaka. We hope that we will formally start the operation of the hospital on December 16, 2006 for the customers,” said Tapan Chowdhury, Managing Director of Square Hospitals while talking to reporters at the hospital premises yesterday. He said that if the leading local investors signed up, medical services could be one of the biggest sectors in Bangladesh.
Good initiative leads to good recognition. With this slogan in mind, the Square Group has come forward with immense confidence and has invested Tk350 crore in the construction of the hospital,” he said, adding that this is not a commercial venture of Square Group and its purpose. is not just making money. He further said in this context that the hospital's revenue would be reinvested in its development. I can assure you that we will provide quality medical services at an affordable price that will be more competitive than any internationally recognized hospital operating in Bangladesh,” said the Square Hospitals MD.
The hospital's outpatient clinic (OPD) can serve 1200 patients per day through 60 fully equipped medical consultation and examination rooms. The fully equipped Inpatient Unit (IPD) of the Square Hospitals is also ready to provide medical services to the patients. Coronary Care Unit (CCU), Neonatal Intensive Care Unit (NICU), Pediatric Intensive Care Unit (PICU), Cardiothoracic Intensive Care Unit (CTICU) and all other branches of IPD, usually available in an internationally recognized hospital, are also set up in the square hospitals.
Out of 100 doctors, a total of 25 non-resident Bangladesh (NRB) specialists have been appointed to the hospital so far and many more are waiting to join the hospital, according to hospital officials. To further advance the medical sector in Bangladesh, it has hired several nurses from the Philippines, Australia and India.
Recommendation
To provide an international medical service from a local hospital, Square Hospitals is encouraging non-resident Bangladeshi (NRB) doctors of repute working abroad. The hospital consisting of two buildings on either side of Panthapath is connected by a bridge over. With American fire and safety standards, the 18-story main building is already equipped with machinery of international standards.
Bibliography
