JSS Hospital

PROJECT REPORT

SUBMITTED BY

Saikat BiswasSameep Surya

Sangeet BaladevanShashank Choudhary

Shekhar Saurabh Biswal

Contents

JSS Hospital.........................................................................................................................................2

STRATEGIC SERVICE VISION......................................................................................................3

Operating strategy...........................................................................................................................4

Service concept.................................................................................................................................4

Target market segment...................................................................................................................5

DIMENSIONS OF SERVICE QUALITY.......................................................................................10

SERVQUAL QUESTIONNAIRE....................................................................................................12

SERVICE BLUEPRINT...................................................................................................................15

JSS Hospital

The saga of health services of the Srimath began in 1974 with the establishment of JSS

Primary Health Centre at Ramanuja Road in the complex of JSS institutions. This centre was

primarily meant for annual medical check-up of the students from JSS Institutions. Similarly,

another health centre was established in 1992 at SJCE Campus. JSS Medical College was

started in 1984 and the primary health centre was upgraded to a 60 bedded hospital in 1986 as

a requirement for teaching hospital. Later, it was converted into a 1,200 bedded hospital to

fulfil the demand for healthcare services from needy people in and around Mysore region.

To cater to ever increasing health care needs of Mysore and the surrounding population,

foundation stone for the new 1,800 bedded hospital was laid by His Holiness Jagadguru Sri

Shivarathri Deshikendra Mahaswamiji on 29.06.2008.

The new JSS Hospital facility with 1,800 beds under one roof is one of India’s biggest

hospitals. It also has one of the biggest critical and emergency care facilities with 260 beds.

The motto of the hospital is to uphold the value of human life and provide advanced and

affordable healthcare to all sections of the society.

The hospital has state-of-the-art infrastructure and the most advanced equipment. It is a non-

profit hospital and is dedicated to serve the poor and downtrodden with affordable and quality

healthcare. The new facility is located in an area of 12.5 acres and has a built-up space of

12.5 lakh sq ft. The hospital provides service in 37 specialities/super specialities and has 55

special clinics. It plans to cater to the healthcare needs of more than 16,000 outpatients in

addition to the existing number of 18,000 and 3,500 inpatients every month.

The new facility offers a wide-range of diagnostic services and round the clock services in

Haematology, Biochemistry, Clinical Pathology, Cytology & Histopathology, Microbiology

& Serology, Radio diagnosis & Imaging, Immunology and Immuno-histochemistry.

All hospital clinical services are supported by 24×7 services like in house Central Sterile and

Supplies Department, in house Hospital Laundry, Drug Stores, Medical Gases, Security,

Ambulance Services, Medical Record Department, Hospital Management Information

System, Mortuary, Dietetics, Cafeteria, Public Relations & Telecommunications, Medico-

Social Welfare Department, Voluntary Services (Helping Hand) and Clinical Trial

Management Services.

The hospital is geared to provide excellent service in multi-disciplinary ICU, Surgical ICU,

Isolation ICU, Paediatric ICU, Neonatal ICU, Cardiac ICU, Respiratory ICU, Renal ICU,

Transplant ICU and Cardiothoracic ICU. These specialized intensive care units are specially

staffed and equipped to provide the highest level of care to patients.

STRATEGIC SERVICE VISION

Service delivery system

Infrastructure

One of India’s biggest hospital with 1800 beds

One of the biggest critical care and emergency care facilities with 260 beds

37 Speciality, super specialities and supportive services

55 different special clinics

Technological Edge

24 × 7 dialysis, drug centre, hi-tech ambulance services, emergency,

radiology, laboratory services, blood bank

Latest OT facilities with 27 major OTs with 3 modular OTs

3 tesla MRI unit

128 slice CT scanner

Flat panel cath lab

Electrophysiology lab

Medical Laboratory

Offers a wide range of diagnostic services

Equipped with “Pneumatic Chute” – a vaccum based technology to convey

medical samples to respective laboratory areas with least human intervention

Blood Bank

Near about 100% collection is subjected to component preparations like packed cells,

platelet concentrate, fresh frozen plasma and cryo-precipitate

Operating strategy

Quality Policies and objective is

To provide comprehensive healthcare conforming to international standards

To serve humanity with compassion

To continually improve services

To ensure complete satisfaction to the sick and needy

To strive for continuous up gradation of knowledge and techniques

To ensure clean and hygienic environment

To offer personalized nursing care

To provide reliable and professional quality diagnostic services round the

clock

To work for human resources development

To move towards Total quality health care management

JSS Hospital has actively engaged in clinical research activities for more than a

decade. It meets all regulatory and ethical requirements while conducting clinical

research activities. It has a well experienced clinical teams to conduct clinical trials

and researches in various specialities.

Service concept

They have divided their services in Speciality services and super speciality services

Speciality services consists of General medicine, General Surgery, Obstetrics &

Gynecology, Pediatrics, Orthopedics, Psychiatry, Physiotherapy, Artificial Limb

Centre, Skin & STD, Ophthalmology, ENT, Anaesthesiology, Dental Surgery,

Ayurveda, Accident and Trauma Services, Critical care medicine, Biochemistry,

Microbiology, Radiology, Pathology, Dermatology, Occupational Therapy and

Nutrition & Dietiecs.

Super Speciality services consists of Cardiology, Nephrology, Gastroenterology,

Pulmonology, Neurology, Plastic surgery, Urology, Oncology, Rheumatology,

Hematology, Cardiothoracic & Vascular surgery.

They also conduct some of the activities such as

Health check-up camps

Blood donation camps

Model health village programmes

Free medical camps under THE HEALTH IS WEALTH programme for the

rural population

Free medical health check-up for school children from remote school areas

Free surgeries are conducted for cataract

CME programmes are held.

Target market segment

People from all ages are treated here. There are special clinics such as Ayurveda,

Speech & Hearing Centre, Clinical Psychologist, Medico social work, Naturopathy

etc.

They also provide Evening clinics which helps in avoiding long queues and visiting

doctors are made convenient. This is possible through appointment.

THE SUPPORTING FACILITIES

Servicescape Framework

Infrastructure:

Eco-friendly building with rain water harvesting and solar energy back up

In house RO generation unit

Central boiler system with solar energy back up

One of India’s biggest hospitals with 1,800 beds under one roof with high end

facilities

One of the biggest Critical and Emergency care facilities with 260 beds

World renowned teaching faculty

Built on 12.5 acres of land with a built in space of 12.5 lakh sq. ft.

37 specialties, super-specialties and supportive services

55 different special clinics

Established Psychiatry and Clinical Psychology

Technological Edge:

24×7 dialysis, drug centre, hi-tech ambulance services, emergency, radiology,

laboratory services, blood bank

Latest OT facilities with 27 major OTs with 3 modular OTs

3 tesla MRI unit – First of its kind in the state

128 slices CT scanner – First in the city

Flat panel cath lab

Electrophysiology lab

State-of- the-art blood bank; Regional blood transfusion centre

Well-equipped burns ward

Excellent physiotherapy and rehabilitation facilities

Integrated counselling and testing centre, Anti-retro viral therapy centre,

prevention of parent to child HIV transmission

Medical Laboratory:

The medical laboratory of JSS Hospital spreads over an area of one lakh sq ft and is

one of the largest such facilities in India. It offers a wide range of diagnostic services

round the clock and reporting facility in Haematology, Biochemistry, Clinical

Pathology, Cytology & Histopathology, Molecular biology, Microbiology, Serology,

Immunology and Immuno-histochemistry.

The laboratory is equipped with a state-of-the-art “Pneumatic Chute” – a proven

vacuum based technology to convey medical samples to respective laboratory areas

with least human intervention ensuring high sample integrity and driving efficiency in

sample sourcing activity of the laboratory. The lab is among the very few in the

country to be recognized and designated as a regional TB testing laboratory and is

equipped with state-of-the-art walk-in incubator for the purpose. The laboratory

performs around one lakh investigations per month. There are satellite stat labs to

facilitate immediate or urgent tests to be performed during emergencies and for ICU.

Blood Bank:

The Blood Bank of JSS Hospital, which started functioning in the year 1995, was the

first licensed facility in Mysore. It was recognized and designated as a Regional

Blood Transfusion Centre in the year 2002. Here, close to 100% collection is

subjected to component preparations like packed cells, platelet concentrate, fresh

frozen plasma and cryo-precipitate.

The Blood Bank conducts around 25 blood donation camps every year. It also has a

huge list of voluntary donors and staff volunteers to meet its requirement. It caters to

the needs of the JSS Hospital and other peripheral health centres covered under JSS

Medical Services Trust.

The facility is equipped with state-of-the-art equipment like donor couches,

refrigerators and centrifuges, automated component separators, platelet agitator,

cryobath, deep freezers, immuno-hematology analyzers, ELISA system, gel

technology for compatibility testing, red cell antibody screening, aphaeresis and

plasmapheresis. It follows strict criteria for donor selection, ensures constant and

continuous calibration of equipment and has trained personnel to ensure high level of

patient safety.

Radiology:

The Department of Radiology at the hospital is equipped with some of the most

advanced equipment in Mysore, which include 3 Tesla MRI and 128 Slice CT

Scanning machines. It has latest, state-of-the-art ultrasound equipment, which

provides enabling platform to perform elastography and 4D imaging with

reconstruction capabilities.

The department is also equipped with high end digital radiography, fluoroscopy, high-

end PACS and RIS system. This ensures image transfer and viewing facility and

eliminates the need for film printing. State-of-the-art mammography facilities are

available for a thorough breast imaging. Guided biopsies, both CT and Ultrasound,

are conducted in the department. The department’s advanced C-arm ensures adequate

support to the operating team in operation theatres. This facility is available 24 x 7

with specialist reporting facility.

Ambulance:

JSS Hospital has high-tech ambulances, which are equipped with ICU, cardiac

monitor, defibrillator, portable ventilator, infusion pump, syringe pump, scoop

stretcher, suction apparatus, emergency kit, intubation set, drug and consumables,

portable oxygen and compressed air. The ambulances are managed by personnel

trained in advanced life support and advanced trauma life support.

Pharmacy:

The hospital has a 24×7 pharmacy counter. All medications are supplied by the

hospital pharmacy maintaining strict quality control and desired storage conditions. It

is well-stocked and has an elaborate formulary.

Emergency Services:

The emergency department of the hospital has 30 beds and 2 state-of-the-art

ambulances equipped with all modern life saving gadgetry to handle all types of

emergencies. The emergency room is manned by ACLS and ATLS certified nurses

and specialist emergency medicine doctors. There is a stat lab to perform all

emergency investigations, along with a mobile X-Ray and a portable ultrasound

equipment for emergency imaging.

JSS Hospital is among the very few healthcare facilities to have state-of-the-art

operation theatres within the emergency complex to cater to all emergency

procedures. The hospital offers 24×7 services from a specialist trauma team to

provide specialty emergency services. These services are finely complemented by the

hospital’s 24×7 blood bank and catheterization labs.

Operation Theatre:

JSS Hospital, is equipped with 27 state-of-the-art major operation theatres and 3

stainless steel antistatic modular OTs. The theatre complex is manned round the clock

by nurses and technicians and is geared to attend emergencies round the clock.

The operation theatres have HEPA filters with diffusers to ensure a high standard of

cleanliness. Most theatres have networking to support video relays, which enables

student training, enhances patient safety and reduces OT traffic and length of stay.

The theatres have a combined capacity to cater to over 3,000 procedures every month.

Of the 3 modular OTs, 2 are dedicated for cardiothoracic and vascular surgeries. All

theatres ensure round the clock availability of trained surgeons to meet all kinds of

emergencies.

Dialysis Unit:

The JSS Hospital is the only facility in Mysore to have a 30 bedded dialysis unit,

which is supported by state-of-the-art machines and a dedicated RO unit. The facility

has a segregated positive dialysis area, which is a novel measure to ensure high

standards of patient safety and minimize cross infections thereby increasing the

longevity of life. This is a 24×7 facility and caters to emergency dialysis and critical

area dialysis.

The unit provides chronic renal replacement therapy, slow low efficiency dialysis and

continuous ambulatory peritoneal dialysis. The unit also provides the required

support, guidance and counselling for renal transplant aspirants.

Catheterization labs:

Having set up two state-of-the-art catheterization labs, which offer 24×7 support by

trained technicians and qualified interventional cardiologists, the hospital aims to

provide cost effective and advanced cardiac care facilities to the people. It also

provides an enabling platform to introduce many other interventional procedures to

cater to cardiac, neurological and vascular emergencies. The laboratory is supported

by a well-trained team of cardiothoracic and vascular surgeons.

Artificial Limb Centre:

JSS Hospital established an Artificial Limb Centre on its campus in 1990 with a view

to provide aids/appliances to the disabled persons at minimum cost. Since inception,

this centre has been effectively addressing the issue of social, economical and

vocational rehabilitation of the disabled persons by providing necessary aids and

appliances.

JSS Hospital is recognized under the scheme of Assistance to Disabled Persons for

Purchase/Fitting of Aids/Appliances (ADIP Scheme) sponsored by Government of

India, Ministry of Social Justice and Empowerment. Till date, more than 10,000

disabled persons have been benefitted by our Artificial Limb Centre.

DIMENSIONS OF SERVICE QUALITY

Five principal dimensions that customers use to judge the service quality are as follows:

1. Reliability

Perceived Service Quality

2. Responsiveness

3. Assurance

4. Empathy

5. Tangibles

1. Reliability

Behaviour of receptionist (whether they are friendly and helpful)

Experienced doctors & nurses

New technology oriented machines

Different departments for different diseases

Availability of beds

24*7 service

Ambulance service

2. Responsiveness

Patient waiting time

The receptionist receives the call immediately

Getting help in using a bedpan as soon as you wanted

Explanation to the patient what next steps are.

Updating the patient chart as each step is taken

Availability of doctors at emergency condition immediately

Regular monitoring of patients

Explanation on how long it will be before the next step and why.

3. Assurance

Provide care as per norms

Providing services on time

Availability of adequate resources

Easy accessibility

Affordable

Prompt attention

Less waiting time

Fruitful outcome

4. Empathy

Availability of Doctors and nurses on demand

Being treated with integrity, courtesy, and respect

Sufficient beds for the patients

Clean beds

5. Tangibles

Well maintained waiting room

Cleanliness of doctor’s chamber

Noise free atmosphere

SERVQUAL QUESTIONNAIRE

This questionnaire is part of an educational research being conducted at IBA Karachi, in

order to gain insight into the health care industry. We would appreciate an honest opinion and

thank you in advance for your precious time. Please mark your appropriate answer.

1. What was the response time of attending physician on your first visit in the OPD/

Emergency of the hospital?

A) 15 min B) 30 min C) 1 hour D) more than 1

hour

2. How do you rate the quality of service in terms of paramedical staff?

A) Excellent B) Good C) Average D) Poor

3. What was the level of seniority of attending physician?

A) Internee/ junior level B) Resident/ middle C) Specialist/ senior level

level

4. How was the overall hygiene or infection control measures in the hospital?

B) Excellent B) Good C) Average D) Poor

5. How was the condition of equipment or medical instrument used for diagnosis?

A) Latest B) Old C) Outdated D) Don’t know

6. What was the turnaround time of basic investigations done in the hospital?

A) within 1

hours

B) within 2 hour C) within 3 hour D) More than 3

hour

7. You feel safe in your dealings with the hospital?

A) Yes B) No

8. The hospital gives you individual attention.

A) Yes B) No

9. The personnel of the hospital understand your specific needs

A) Yes B) No

10. Do the Personnel in the hospital give you prompt service?

A) Yes B) No

There is no right or wrong answers - all we are interested in, is the number that truly

reflects your feelings regarding hospitals that would deliver excellent quality of

service

1 Reflect strong Disagreement

5 Reflect Strong Agreement

11. When you have a problem, the hospitals/clinic shows a sincere interest in solving it.

1 2 3 4 5

12. The hospital diagnoses the problem right the first time when you visit?

1 2 3 4 5

13. Does the Hospital contain an error free record of your previous visits?

1 2 3 4 5

14. The personnel in the hospital tell you exactly when services will be performed?

1 2 3 4 5

15. The hospital has operating hours convenient to all its patients

1 2 3 4 5

16. Personnel in the hospital are consistently courteous with you.

1 2 3 4 5

17. The behaviour of personnel in the hospital instils confidence in you

1 2 3 4 5

18. Materials associated with the service (such as pamphlets or statements) are visually

appealing.

1 2 3 4 5

19. Quality of food available in hospital canteen

1 2 3 4 5

20. Are you satisfied with the support activities (counter dealing, communication etc.) in

the hospital?

1 2 3 4 5

SERVICE BLUEPRINT