Manpower planning planning and optimization optimization (of technicians) technicians) using Erlang’s Erlang’s method
1. INDUSTRYOVERVIEW A hospital is an institution for health care providing treatment by specialized staff and equipm equipmen ent’ t’s, s, and often often but not not alway alwayss provi providin ding g for for longer longer term term pati patient ent stays stays.. Today hospitals are usually funded by the state, health organization (for profit or nonprofit), health insurances or charities, including direct charitable donations. n history, however, they are often founded and funded by religions orders or charitable trust individuals and leaders. !imilarly modern day hospitals are largely staffed by professional physicians surgeons and nurses, where as in history, this wor" was usually done by the founding religious orders or by volunteers. Thee healt Th health h care care indust industry, ry, or medic medical al indus industry try,, is a secto sectorr withi within n theeconomic the economic system that
provides
goods
and
services
to
treat
patients
with
curative, preventive curative, preventive,, rehabilitative rehabilitative,, and and palli palliati ative ve care. care. Th Thee mo moder dern n healt health h care care secto sectorr is divi divide ded d into into many any sub# sub#se sect ctor ors, s, and and depe depend ndss oninte on interdis rdiscipl ciplinar inary y team teamss of trai traine ned d professionals and paraprofessionals and paraprofessionals to to meet health needs of individuals and populations. The health care industry is one of the world$s largest and fastest#growing industries. %onsuming over &' percent of gross domestic product (*) of most developed nations, health care can form an enormous part of a country$s economy. n accord with the original meaning of the word, hospitals were originally +places of hospitality+, and this meaning is still preserved in the names of some institutions such as the oyal -ospital %helsea, established in &/& as a retirement and nursing home for veteran soldiers. !ome patients go to a hospital 0ust for diagnosis, treatment, or therapy and then leave ($outpatients$) ($outpatients$) without staying overnight1 while others are $admitted$ $admitted$ and stay overnight or for several days or wee"s or months ($inpatients$). -ospitals usually are distinguished from other types of medical facilities by their ability to admit and care for inpatients whilst the others often are described as clinics. General
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Manpower planning planning and optimization optimization (of technicians) technicians) using Erlang’s Erlang’s method
The best#"nown best#"nown type of hospital is the general hospital, which which is set up to deal with many "inds of disease and in0ury, and normally has an emergency department to deal with immediate and urgent threats to health.
District
A district district hospital typically is the ma0or health care facility in its region, with large numbers of beds for intensive care and long#term care. Specialized
Type
of
spe specia cialized zed
hospi ospittals als
incl nclude ude traum umaa
centre ntres, s, reh rehabi abilit litati ation
hospitals, children$s hospitals, seniors$ (geriatric) hospitals, and hospitals for dealing with specific medical needs such as psychiatric problems (see psychiatric hospital), certain disease categories such as cardiac, oncology, or orthopaedic problems, and so forth. A hospital may be a single building or o r a number of buildings on o n a campus. Teaching
A teac teachin hing g hospi hospita tall combin combines es assist assistan ance ce to patie patients nts with with teach teachin ing g to medic medical al students and nurses and often is lin"ed to a medical school, nursing school or university. Clinics
The medical facility smaller smaller than a hospital is generally called a clinic, and often is run by a government agency for health services or a private partnership of physicians (in nations where private practice is allowed). %linics generally provide only outpatient services.
Departents
-ospitals vary widely in the services they offer and therefore, in the departments (or +wards+) they have. 2ach is usually headed by a %hief *hysician. They may have acute services such as a depart mentor specialist trauma centre, burn unit, surgery, or urgent care. These may then be bac"ed up by more specialist s pecialist units such as3 •
2mergency department
•
%ardiology
•
ntensive care unit 2
Manpower planning planning and optimization optimization (of technicians) technicians) using Erlang’s Erlang’s method •
*ediatric intensive care unit
•
4eonatal intensive care ca re unit
•
%ardiovascular intensive care unit
•
4eurology
•
5ncology
•
5bstetrics and gynecology
!ome hospitals will have outpatient departments and and some will have chronic treatment units such as behavioural behavioural health services, services, dentistry dentistry,, dermatology, dermatology, psychiatric psychiatric ward, rehabilitation rehabilitation services,
and physical
therapy.
%ommon
s u p po r t
units
include
a
dispensary or pharmacy, pathology and radiology, and on the non#medical side, there often are medical records departments, release of information departments.
1.1!"spitals in India
-ealt -ealth h care care is ndia’ ndia’ss mo most st impor importa tant nt servic servicee indus industry try.. Th Thee mo moder dern n syste system m of medicine was introduced in &6th century with the arrival of 2uropean %hristian missionaries in south ndia. 7rom its gradual evolution through the &/th and &8th centuries the hospitals both in western and eastern east ern world has come of age only onl y recently during the past pas t 9' years. The concept of today’s hospital contrasting fundamentally from the old idea of hospitals as no more than a place for treatment of the sic", with the under coverage of every aspect of human welf welfare are viz#p viz#phy hysic sical al menta mentall and social social well wellbei being ng etc. etc. Th Thee healt health h care care servic services es have have undergone steady metamorphosis and the role of hospital, has changed with the emphasis shifting from • • •
A curative to chronic illness A curative to preventive medicine ndividual orientation to community orientation 3
Manpower planning planning and optimization optimization (of technicians) technicians) using Erlang’s Erlang’s method • • • • •
npatient care to outpatient and home care estorative to comprehensive medicine solated function to area wise or regional function Tertiary and secondary to primary healthcare 2pisodic care to total care
!pecialized hospitals are coming up in many places in recent years. f the tas" of hospi hos pital talss is to resto restore re healt health h and hot merel merely y to cure cure diseas diseasee entity entity then the role role and responsibilities of hospital assume to be of great significance.
#ac$gr"%nd
7or purposes of finance and management, the health care industry is typically divided into sever veral are areas. As a basic sic fram ramewor" or" for for def definin ning the secto ctor, the :nit nited 4ations nternati nternational onal !tandar !tandard d ndustrial %lassification(! %lassification (!%) %) categori categorizes zes the health health care industry as generally consisting of3 &. -ospital activities1 ;.
ndu n dust stry ry
%las %l assi sifi fica cati tion on
!ta tand ndar ard d an d
the nd ndus ustry try
%las %l assif sific icati ation on
>enchmar" further >enchmar" further distinguish the industry as two main groups3 &. -ealt -ealth h care care equi equipm pment ent and and servi service cess ;. *harmaceuticals *harmaceuticals,, biotechnology biotechnology and and related life sciences. sciences. -ealt -ealth h care care equip equipme ment nt and servi services ces compri comprise se compa companie niess and entit entitie iess that that provi provide de medical equipment, medical supplies, and health care services, such as hospitals, home health 4
Manpower planning planning and optimization optimization (of technicians) technicians) using Erlang’s Erlang’s method
care providers, and nursing homes. homes. The second industry group comprises sectors companies that produce biotechnology, pharmaceuticals, and miscellaneous scientific services. 5ther approaches to defining the scope of the health care industry tend to adopt a broader definition, also including other "ey actions related to health, such as education and training of health health professi professional onals, s, regulati regulation on and managem management ent of health health service servicess delivery delivery,, provisio provision n of traditional and complementary medicines, and administration of health of health insurance. insurance. 1.& 'r"(iders and 'r")essi"nals
A health care provider is is an institution (such as a hospital or clinic) or person (such as a phy physici sician, an, nurse, nurse, alli allied ed heal health th prof professi essional onal or or comm community unity heal health th wor wor"er "er ) that that provid provides es preventive, curative, promotional promotional,, rehabilitative or palliative care services in a systematic way to individuals, families or communities.
The ?o ?orld rld -ealth 5rgani 5rganization zation estim estimate atess there there are are 8.; 8.; mill million ion phy physic sician ians, s, &8.@ &8.@ million nurses and midwives, &.8 million dentists and other dentistry personnel, ;. million pharmacists and other pharmaceutical personnel, and over &.= million community health wor"ers worldwide ma"ing the health care industry one of the largest segments of the wor"force. The medical industry is also supported by many professions that do not directly provide health care itself, but are part of the management and support of the health care system.. system
The
incomes
of
mana ma nage gers rs
and an d
admi ad mini nist stra rato tors rs,, underwriters underwriters and and medical
malpractice attorneys, malpractice attorneys, mar"eters, investors and shareholders of for#profit services, all are attributable to health care costs. n
;''=,health
care
co s ts
paid
homes,, diagnostic homes diagnostic laboratories, laboratories, pharmacies pharmacies,, med edic ical al
to
hospitals,
physicians, nursing
devi de vice ce manufa nufact ctu urers ers
and
other her
components of the health care system, consumed &9.= percent of the * of the :nited !tates, the largest of any country in the world. 7or :nited !tates, the health share of gross domestic product (*) is epected to hold steady in ;'' before resuming its historical upward trend, reaching &8. percent of * by ;'&. n ;''&, for the 52% 52% countries countries the average was /.@ percent with the :nited !tates (&=.8B),!witzerland (&=.8B),!witzerland (&'.8B (&'.8B), ), and ermany (&'.6 (&'.6B) B) being being the the top three three.. :! healt health h care care epend ependitu iture ress total totaled ed :!C;. :!C;.; ; trill trillion ion in ;''. According to -ealth Affairs, :!C6,@8/ be spent on every woman, man and child in the
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Manpower planning and optimization (of technicians) using Erlang’s method
:nited !tates in ;''6, ;' percent of all spending. %osts are pro0ected to increase to C&;,6/; by ;'&. 1.* Deli(er+ ") Ser(ices
The delivery of health care services D from primary care to secondary and tertiary levels of care D is the most visible part of any health care system, both to users and the general public. There are many ways of providing health care in the modern world. The place of delivery may be in the home, the community, the wor"place, or in health facilities. The most common way is face#to#face delivery, where care provider and patient see each other $in the flesh$. This is what occurs in general medicine in most countries. -owever, with modern telecommunications technology, in absentia health care is becoming more common. This could be when practitioner and patient communicate over the phone, video conferencing, the internet, email, tet messages, or any other form of non#face#to#face communication.
mproving access, coverage and quality of health services depends on the ways services are organized and managed, and on the incentives influencing providers and users. n mar"et# based health care systems, for eample such as that in the :nited !tates, such services are usually paid for by the patient or through the patient$s health insurance company. 5ther mechanisms include government#financed systems (such as the 4ational -ealth !ervice in the :nited Eingdom). n many poorer countries, development aids as well as funding through charities or volunteers helps support the delivery and financing of health care services among large segments of the population. The structure of health care charges can also vary dramatically among countries. 7or instance, %hinese hospital charges tend toward 9'B for drugs, another ma0or percentage for equipment, and a small percentage for health care professional fees. %hina has implemented a long#term transformation of its health care industry, beginning in the &8/'s. 5ver the first twenty#five years of this transformation, government contributions to health care ependitures have dropped from =B to &9B, with the burden of managing this decrease falling largely on patients. Also over this period, a small proportion of state#owned hospitals have been privatized. As an incentive to privatization, foreign investment in hospitals D up to 6'B ownership D has been encouraged.
1.,-edical T"%ris 6
Manpower planning and optimization (of technicians) using Erlang’s method
include
elective procedures as well
as comple
specialized surgeries such as 0oint replacement ("neeFhip), cardiac surgery, dental surgery, and cosmetic surgeries. -owever, virtually every type of health care, including psychiatry, alternative treatments, convalescent care and even burial services are available. As a practical matter, providers and customers commonly use informal channels of communication# connection#contract, and in such cases this tends to mean less regulatory or legal oversight to assure quality and less formal recourse to reimbursement or redress, if needed. 5ver 9' countries have identified medical tourism as a national industry. -owever, accreditation and other measures of quality vary widely across the globe, and there are ris"s and ethical issues that ma"e this method of accessing medical care controversial.
Also, some destinations may become hazardous or even dangerous for medical tourists to contemplate.
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Manpower planning and optimization (of technicians) using Erlang’s method
8
Manpower planning and optimization (of technicians) using Erlang’s method
&. CO-'NY 'RO/I0E
oard for -ospitals and -ealth %are *roviders (4A>-). <
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Manpower planning and optimization (of technicians) using Erlang’s method
&.1 Visi"n
+?e shall strive to establish a medical institute of international standard for providing comprehensive healthcare to the people as a %aring
*rovide %omprehensive, %aring and %ost effective
•
nvolve in
•
4urture rapport among the
•
2nsure ethical practice of
•
7ulfill the social responsibility to the underprivileged by providing free or subsidized medical treatment.
&.* -a"r ccreditati"ns 2 3ard
4A>- (4ational Accreditation >oard for -ospitals and -ealthcare *roviders) <oard) <
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Manpower planning and optimization (of technicians) using Erlang’s method
<oard of 2aminations,
?elfare epartment, ovt. of ndia to conduct training for 4> students in 24T, eneral asic Gife !upport, Advanced %ardiac Gife !upport, Trauma Gife support and *aediatrics %ardiac Gife !upport. &.4 Uni5%e )eat%re ") -I-S •
5ver a hundred medical professionals as full time doctors
•
7irst multi#specialty hospital in the country to gain 4A>- accreditation
•
Gevel H Trauma care facility
•
5ne of the best ntensive care facilities in the country
•
!tate of the art Gaboratory with highest level of quality control
•
>lood >an" with component separation facility
•
The first %ochlear mplant %linic in the !tate
•
Advanced nterventional adiology
•
!tate of the art 4uclear
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Manpower planning and optimization (of technicians) using Erlang’s method •
ound the cloc" availability of nterventional %ardiologists for *rimary angioplasty
&.6 7%alit+ '"lic+
all phases of activity will be achieved by periodical review and repeated training processes. The motto of the hospital is +%aring mission with a lobal Hision+ and attainment of highest quality in our wor" will be essential part of our policy. &.8 -I-S Charita9le Tr%st
As a part of %orporate !ocial esponsibility <elow *overty Gine. :nder its charitable wing, <
Manpower planning and optimization (of technicians) using Erlang’s method
health chec"#up, ay %are ?ards etc. t is relevant that in today’s world, speedy and suitable health management has increased two folds. The modern society now is afflicted with ailments, lin"ed to the current stressful and competitive life styles in this harsh and unforgiving world that did not eist in olden days. The ever increasing cost of medical treatment deters people living in poverty to gain an access to premium health care. ?e witness an apathetic state of affairs where many children and adults afflicted with all sorts of diseases and ailments are left to die a slow and agonizing death, not for lac" of epert medical treatment but for want of financial support. Enowing that they will not be able to
afford timely medical treatment with prohibitive costs, their vitality and spirit for living ebbs away and they slowly sin" into despair, waiting for death to ta"e over. <
Manpower planning and optimization (of technicians) using Erlang’s method
poor people have benefited from their charity. Halsan from Tellicherry, a recipient of aid from <
!pecial ac"nowledgement is given to the staff for their ecellent hospitality during hi and his family$s stay in <
Gife is a gift of od. ood healthcare should never be the prerogative of the privileged few. The main focus of <oard of Trustees is comprised of eminent doctors, dedicated and distinguished *hilanthropists.
%hief of medical service
r.-amsa
2ecutive irector irector
asheer r. Ali 7aisal
irector 14
Manpower planning and optimization (of technicians) using Erlang’s method
r. Abdul ahman *rof3 r. E Earthi"eya Harma
irector # Academy, esearch J Iuality %hief 7inancial 5fficer %ompany !ecretary
asheer r. E Earthi"eya Harma
%onsultant M Gaboratory eneral
r. eorge E.A
#"ard ") Direct"rs
%hairman
r. Azad
Hice %hairman
r. <. Ali
%hief of medical service
r. -amsa
2ecutive irector
asheer
•
2ngr. !alahuddin <
•
•
2ngr. Abdurahman E *
•
r. -amza * <
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Manpower planning and optimization (of technicians) using Erlang’s method
•
•
r. smail E.<.
•
2ngr.
•
•
•
r.(*rof). Earthi"eya Harma
•
•
•
r. Abdul ahiman E
•
•
•
r. *a""ar Eoya
•
r. Ali 7aizal
•
•
2ngr. Ahamed
•
•
2ngr. Ahamed
•
r. !alim A.
•
&.1> C"rp"rate -anageent ") the C"pan+
<
The day to day affairs of the %ompany is loo"ed after byasheer : (2ecutive irector) and r.-amsa (%hief of medical service) assisted by a team of professional managers which includes ichu(Asst.
Manpower planning and optimization (of technicians) using Erlang’s method
'r""ters ") the C"pan+ •
r. Azad
•
2ngr. A. ahman
•
•
•
•
•
r. Abdulla %heraya""at
•
•
•
r. Ali <
•
r. Ali 7aizal
•
•
•
•
•
r. smail E.<.
•
•
•
•
r.
•
•
•
•
•
•
•
•
•
•
•
r. *a""ar Eoya
•
•
•
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Manpower planning and optimization (of technicians) using Erlang’s method
•
•
r. !alim A..
•
r. !ayed
•
•
•
•
&.11 -I-S cade+
<oard of 2aminations, training. < in &' specialties, overnment approved iploma, *ost >asic iploma, egree and *ostgraduate 4ursing courses, harat !eva" !ama0 Approved %ourses, and various <asic Gife !upport, Advanced %ardiac Gife !upport, Trauma Gife support and *ediatrics %ardiac Gife !upport. &.1& Certi)icati"ns
oard (*%>) for ta"ing the best pollution control measures in the health sector and for initiating social !ervice in the sector. <
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Manpower planning and optimization (of technicians) using Erlang’s method
As part of its mission to provide -ealth care of nternational !tandards, <
%onsumed in releasing the patients from our -ospital and also saved the precious time of the doctors, which can be utilized in caring the other patients.