Abstract of Dissertation

Agency : Admission and Billing Department, Manpower, Cashless/ Corporate Patients, Duty Roster

Recommendations : In today’s scenario health sector is deemed to function as corporate sector rather than as a service sector. The health industry is essentially labourintensive, manpower constitutes a critical component. Health manpower planning consists of determining how best to produce, deploy and use 97 manpower in the right numbers and with the right skills to perform health service functions. The identification of minimum number of people required to perform smooth function with adequate skills at admission and billing department is a key factor, in order to avoid delays and to improve customer satisfaction. The determination of the actual number of employees required in the admission and billing services according to various time slots and preparation of their shift schedule were prime objectives of this project. The analytical, observational and cross-sectional type of study was performed. Employees of the admission and billing services of Inpatient department were chosen as source of study. The various data collection tools such as face to face interviews, self-observation, questionnaire and experts opinion etc. A detailed study was carried out for admission and billing process especially for cashless patients where delays are more liable due to various constraints. A time study was conducted at each stage of admission and discharge by means of: self-observation, semi structured questionnaire and experts opinion. The primary and secondary data was collected and analysed for admission and billing process for a period of last three months, then a gap analysis was carried out, to identify the delay at each stage and to compare with actual time required to perform that task. In addition to this the number of patients for admission and discharge, according to various shifts were calculated and a duty roaster was prepared. The study revealed that maximum number of admissions and discharges were during 9AM-5PM. From data analysis it is identified that total number of employees required is 37, on the contrary, to the present number of employees, which are 43. It is also noticed that the efficiency reduces by 10% due to frequent movements. This can be avoided by increasing supporting staff to employees or by providing relevant facilities, in order to facilitate the employees to carry out their task at their work station itself. The negligible discharges between 11PM-6AM were noticed, which indicates that no exclusive staff is required in case of cashless patients (TPA/Corporate billing) during this shift.