Case on Shehat hospital

INSTITUTE OF MANAGEMENT DEVELOPMENT AND RESEARCH (IMDR), PUNE

PGDM 2012-14 BATCH

Management Processes
Sehat Hospital- To Bill or not to Bill?
Group- 3

Submitted To:
Prof. Parikshit Mahankal Prof.Panse

Submitted By:
Panchali Gadre Vivek Chandak Jaydeep Deshpande Priyanka Agrawal Swati Chaturvedi Vivek Bisen Sameer Naigaonkar

Group No-3

Case on Shehat hospital

Executive Summary
Sehat Hospital was founded in 1997 through a charitable trust it was established by a group of likeminded doctors with a stated mission to provide quality medical care to rich and poor alike. In mean time SH acquired equipments and expertise and became a recognized health care unit in pune. It has multiple facilities in it like cardio-vascular and cardio-thoracic treatment such as angiography, angioplasty, open heart and beating heart surgery. Many doctors have a contractual relationship with the hospital they provide their knowledge and expertise in specific area, the hospital provides infrastructure and manpower for patients care. There was an emergency case of 30 year old patient Mukund Shah complained of severe chest pain after preliminary checkup Dr.Choudhury who is consultant in Sehat hospital suggested that they patient should be moved to Sehat as it is multispecialty hospital. As it was an emergency all the admission process was skipped and patient was directly taken to cath lab. The Nurse Sheela was aking for signature on consent form the patient uncle said that they want the patient to be immediately shifted to well-care hospital the nurse try to explain the patient uncle but he was unyielding so she decided to approach Dr.Choudhury and after the discussion with Dr.Shishir Banerjee it was decided that admission procedure should carried on .The patients uncle still was too annoyed and was not ready to follow the procedures in the end Aswini the patients sister completed the procedure, Dr. Choudhury had written his comments on the patients file and had signed on the DAMA form. A bill for Rs. 8,000/- had been paid. The patient was duly discharged.When Nurse Sheela reported the incident to Head Nurse sister Vidya ,she had a question in her mind why was the patient billed when no procedure was carried out .Vidya thought should she report to Medical Superintendent, Dr. Anand Rath but then thought it would spoil the working relationship with Dr.Choudhury and also Nurse Sheela would fall in a conflict

Group No-3

Case on Shehat hospital

Questions 1. Do you think the consultants action is ethical? Justify your stand. Ans:- It was unethical
While admitting the patient Dr .Choudhury did not think about the admission procedure as it was an emergency but when it came to discharging without treatment that procedure was given importance which gives a wrong perception about the intentions If the patient did not undergo any treatment he should have been charged only the consultants fees. Sehat was founded through a charitable trust and this incident would hide the fact that this hospital provides quality medical care to everybody.

2. Define the customer in the context of the case. What impact will the above episode have on customer satisfaction and perceptions of quality? Ans: Customer satisfaction is important as they deal with patients lifes and care needs to be taken. It was necessary to fill the DAMA (Discharge against Medical Advice) to maintain record. It also leads to dissatisfaction of the staff members as nurses were not satisfied with the decision of Dr. Choudhury. From Customer point Charging Rs800/- for nothing will make customer dissatisfied The hospital is only concerned with money and not about the patients. The hospital follows its procedure only according to their convenience.

Group No-3

Case on Shehat hospital

3.Do you think the above episode constitutes a service failure on the part of SH? If so what remedial action should the organization take? Ans:- There was no service failure as all arrangements were made by
Dr.Choudhury and the staff. The only problem was that the consultant charged money whereas the hospital staff and Dr.Motwani wanted the patient to be discharged without any admission procedure.

Group No-3

Case on Shehat hospital

Minutes of Meeting
Group No. DATE VENUE TOPIC NAME 3 13/3 2013 IMDR, classroom no.9 Sehat Hospital- To Bill or not to Bill?

Panchali Gadre, Vivek Bisen, Vivek Chandak,

PARTICIPATED BY (MEMBERS)

Priyanka Agrawal Jaydeep Deshpande, Swati Chaturvedi, Sameer Naigaonker.

Panchali Gadre & Priyanka Agrawal: While admitting the patient Dr

.Choudhury did not think about the admission procedure as it was an emergency but when it came to discharging without treatment that procedure was given importance which gives a wrong perception about the intentions

Vivek Bisen:. Customer will think that: the hospital is only concerned with money and not about the patients. The hospital follows its procedure only according to their convenience

Vivek Chandak: Sehat was founded through a charitable trust and this incident
would hide the fact that this hospital provides quality medical care to everybody.

Jaydeep Deshpande & Swati Chaturvedi,: There was no service failure

as all arrangements were made by Dr.Choudhury and the staff.

Group No-3

Case on Shehat hospital

The only problem was that the consultant charged money whereas the hospital staff and Dr.Motwani wanted the patient to be discharged without any admission procedure

Sameer Naigaonker: It was necessary to fill the DAMA (Discharge aganist

Medical Advice) to maintain record. It also leads to dissatisfaction of the staff memebers as nurses were not satisfied with the decision of Dr.Choudhury.

Group No-3