Northwest

North West General Hospital & Research Center
The opposCHAPTER - 1
INTRODUCTION TO THE REPORT

BACKGROUND 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 used
Data 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,
i
Personal observation
ii
Discussion with department personnel
Data from Secondary Sources

Secondary 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;
i
Manuals
ii
Academic Text
iii Internet

iv Annual reports of NWGH AND RC
v
Material available at HR department
Limitation of the study

Northwest 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 2
ORGANIZATIONAL REVIEW OF NWGHRC

INTRODUCTION TO NORTH WEST GENERAL
HOSPITAL AND RESEARCH CENTRE
In 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.
MISSION OF NORTH WEST GENERAL HOSPITAL

AND RESEARCH CENTRE:
1
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.
GOALS AND OBJECTIVES OF NORTH WEST

GENERAL HOSPITAL AND RESEARCH CENTRE
2
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.
PURPOSE OF NORTH WEST GENERAL HOSPITAL

AND RESEARCH CENTRE:
3
The purpose behind the establishment of this 300-beds capacity state-ofthe-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.
POLICIES OF NORTH WEST GENERAL HOSPITAL

AND
RESEARCH CENTRE:
4
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.
3 The 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.
4
Smoking, 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).
5
PRESENT 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 Surgery
Neurology & Renal
Transplant.
Gynecology & Obstetrics.
Cosmetic & Plastic Surgery.
Gastroenterology & Endoscopy Unit
Neonatal Unit
Dermatology
Cardio Thoracic Surgery
Paediatric 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.
EEG
PFT
Bone 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.
ACHIEVEMENTS 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 #3
ORGANIZATIONAL STUCTURE AND MAJOR

DEPARTMENTS OF NORTH WEST GENERAL
HOSPITAL AND RESEARCH CENTRE

The 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
The
GENERAL HOSPITAL & RESEARCH CENTRE:
organization
chart
indicating
major
managerial
positions
departments of NWGHRC is shown on the next page in Chart 1.
and
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
Finance
35
Engineering
42
Nursing Services
150
Security and Protocol
40
IT System (Including Computer Operators)
35
Medical Services
80
Dialysis
10
10
Pathology
32
11
Pharmacy
23
12
Physiotherapy
02
13
Radiology
18
14
OT Staff
30
15
Potter
60
16
Admission Office
07
17
Inventory & Stores
15
18
Receptionist
20
MAJOR DEPARTMENTS OF NORTH WEST GENERAL

HOSPITAL AND RESEARCH CENTRE:
The major departments in NWGHRC are as following:
1.
Medical Services departments
2.
Finance department
3.
Material and Management Department (MMD)
4.
Department of Administration & Human Resource (HR)
5.
Department of Information Technology (IT)
6.
Department of Engineering
Department 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 pharmacy
Each 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
COO
Finance 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.
Board of Directors
CEO
COO
Human Resource Manager

Organizational Structure of Human Resource department
HR Officer
HR Officer
HR Assistant
Data Entry Operators
HR Assistant
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 Department
The 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 Directors
CEO
COO
House Manager
Laundry
Porter
Patient Facilitation
House 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.
3.
HR Manager (member)
4.
Clinical Director (member)
5.
Clinical Director (member and secretary)
6.
Head of the concerned Departments (Co-opted member)
7.
COO
Coordination 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 Committee
b.
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.
COO
3.
4.
HR Manager (member)
5.
Purchase Manager (member and secretary)
6.
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.
COO
c.
Dr. Tariq khan (member)
d.
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 4
HUMAN 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.
1)
INTERNAL RECRUITMENT
EXTERNAL RECRUITMENT
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 CANDIDATES
After 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 PRAYERS

It 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 PUNCHING
Hand 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)
SEPARATION
It may occur by following two ways
A) Resignation/Voluntary
Employees 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/Involuntary

Separation 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
Anesthesia
This 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;
2)
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.
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 - 5
SWOT ANALYSIS OF NWGHRC
A 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 analysis
The 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
/
Internal Analysis
External Analysis
/\
/\
Strengths Weaknesse
s
Opportunities Thre
ats
|
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-AugustSeptember 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 Staf
Shortage 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.
Security
Security methods should be improved. Unnecessary people should not be allowed to

have access to any departments, especially HR department.

12.
Mosque
A mosque and the prayer room for female must be constructed for the patients,
attendants and employees of NWGHRC.
BIBLIOGRAPHY
1.
Gary Dessler ,2003.Human resource management. 9th ed. New York: Prentice
Hall of India.
2.
3.
4.
Employment Contract of North West General Hospital and Research Centre.

Fred Luthens, 2002. Organizational Behavior. 5th ed. New York: McGraw Hill.
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
<htpp://www.nwgh.pk[Accessed 8 November]
REFERENCE of HR DEPARTMENT
1) Organizational behavior 7th edition
By Fred Luthans
2) Employment contract of NWGHRC.
3) Manual of Systems and Procedures of NWGHRC
4) Unstructured interview with;
HR Officer: IFRA and NAILA
at

Northwest

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North West General Hospital & Research Center

INTRODUCTION TO THE REPORT

PURPOSE OF THE STUDY:

practices and the project assigned to me, which was the

recommendations are made for the improvement of NWGH AND RC interm

SCOPE OF THE STUDY:

North West General Hospital & Research Center

Data from Primary Sources

Discussion with department personnel

Data from Secondary Sources

North West General Hospital & Research Center

Material available at HR department

Limitation of the study

ORGANIZATIONAL REVIEW OF NWGHRC

North West General Hospital & Research Center

MISSION OF NORTH WEST GENERAL HOSPITAL

The mission of NWGHRC is to institutionalize and project a workshop

GOALS AND OBJECTIVES OF NORTH WEST

A goal / objective in an aim, specific result or target that an organization

North West General Hospital & Research Center

PURPOSE OF NORTH WEST GENERAL HOSPITAL

POLICIES OF NORTH WEST GENERAL HOSPITAL

NWGHRC has setup clear policies in order to make the environment

PRESENT SERVICES OF NORTH WEST GENERAL

North West General Hospital & Research Center

Neurology & Renal

Gynecology & Obstetrics.

Cosmetic & Plastic Surgery.

Gastroenterology & Endoscopy Unit

Cardio Thoracic Surgery

Nephrology & Dialysis Unit.

North West General Hospital & Research Center

Bank of Khyber (BOK) collection booth:

The following diagnosis services are available in North West General

Pathology & Laboratory.

Nuclear Medicine Mammography

Holter Monitoring ECHOCardiography.

The hospital has a well equipped radiology department with equipments

North West General Hospital & Research Center

The pathology lab of NWGHRC is equipped with a wide range of modern

Physiotherapy for both adults and children is available. Cardiac

In the NWGHRC offers hostel accommodation to doctors, nurses and

NWGHRC is the first International standard general hospital and research

ORGANIZATIONAL STUCTURE AND MAJOR

North West General Hospital & Research Center

THE ORGANIZATIONAL STRUCTURE OF NORTH

GENERAL HOSPITAL & RESEARCH CENTRE:

departments of NWGHRC is shown on the next page in Chart 1.

North West General Hospital & Research Center

Name of the Department

Administration & Human Resource (HR)

Material and Management Department

Security and Protocol

IT System (Including Computer Operators)

Inventory & Stores

North West General Hospital & Research Center

North West General Hospital & Research Center

MAJOR DEPARTMENTS OF NORTH WEST GENERAL

Medical Services departments

Material and Management Department (MMD)

Department of Administration & Human Resource (HR)

Department of Information Technology (IT)