“A PROJECT REPORT ON TRAINING NEED

ANALYSIS OF EMPLOYEES IN A HOSPITAL OF

KOLKATA”

B.M. BIRLA HEART HOSPITAL, ALIPORE, KOLKATA

BY

ANUPA DAS
ROLL NO:-23409322039
REG NO:-222342610007
COURSE NAME:-MASTER OF HOSPITAL ADMINISTRATION
SESSION:-2022-2024
COLLEGE NAME- NSHM COLLEGE OF MANAGEMENT AND TECHNOLOGY,
KOLKATA

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 ACKNOWLEDGEMENT

I would like to express my sincere gratitude and honest thanks to our Director Dr.
Krishnendu Sarkar and our HOD ( Master of Hospital Administration ) Mrs. Nabaneeta
Dutta for giving me an opportunity to do my internship at the very renowned B.M. BIRLA
HEART HOSPITAL, CK BIRLA HOPITALS, ALIPORE, KOLKATA and extending
their every possible assistance in this direction.

I am very grateful to Dr. Mousumi Banerjee (Unit HR Head, B.M. Birla Heart Hospital)
for giving me guidance to learn and sail through my internship days.

I am very thankful to all the staff of the HR Department of B.M. Birla Heart Hospital, CK
Birla Hospitals, Alipore, Kolkata for their kind co-operation, guidance and sincere support
during the entire period of my internship. Among them, I would like to specially thank my
mentor, Mrs. Zoya Quasmi and among the others I would like to specially thank Ms. Juhi
Saha, Mrs. Manisha Trivedi, Mrs. Pritha Dutta, Mr. Sagnik Bhattacharya and Mr.
Gourov Roy of the HR department for their generous support towards my betterment.

I would like to thank the entire HR Department of B.M. Birla Heart Hospital, Alipore, for
giving me the opportunity to do my internship in this hospital and their department for a
period starting from 23rd January 2024 to 7th April 2024.

I am also grateful to my mentor at college, Professor Dr. Shampa Chakraberty for her
constant support and help for the completion of this work.

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 DECLARATION

I do hereby declare that this project work submitted by Anupa Das (self) in practical
fulfillment for the requirement of PG Degree in Master of Hospital Administration from
NSHM College of Management and Technology, KOLKATA with the collaboration of
Maulana Abul Kalam Azad University of Technology (MAKAUT) is the result of my
original and independent research work carried out under the supervision and guidance from
NSHM college and B.M. Birla Heart Hospital.

I further declare that this project work or any part of it has not been submitted by me
anywhere for the award of any degree or other similar title before.

1. Name:- Anupa Das

2. Stream :- Master of Hospital Administration

3. Signature of the Student :-

4. Duration of Training :- 23rd January 2024 – 7th April 2024

Signature of Unit HR Head Signature of Mentor

____________________

OFFICE SEAL

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 CONTENTS

SL NO. PARTICULARS PAGE NO.

1. INTRODUCTION

1.1 General introduction about the healthcare sector 6

1.2 The healthcare industry profile 7

a) Origin and Development of the industry 7

b) Growth and present status of the industry 9

c) Future of the industry 12

2. PROFILE OF THE ORGANIZATION, B.M.

BIRLA HEART RESEARCH CENTRE
2.1 Origin of the organization 16

2.2 Growth and development of the organization 16

2.3 Present status of the organization 18

2.4 Functional departments of the organization 20

2.5 Product and service profile of the organization 22

competitors
2.6 Market profile of the organization 28

3. DISCUSSIONS ON TRAINING

3.1 Work profile as a trainee (Roles and 29

responsibilities)
4. STUDY OF THE SELECTED RESEARCH
PROBLEM
4.1 Statement of the research problem 30

4.2 Statement of the research objectives 30

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4.3 Research design and methodology 30
4.4 Analysis of data 31
4.5 Summary of findings 35
5. SUMMARY AND CONCLUSIONS
5.1 Summary of the learning experience 36
5.2 Conclusions and recommendations 37
6. APPENDIX 39
7. BIBLIOGRAPHY 40

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 CHAPTER 1: INTRODUCTION

1.1 General introduction about the healthcare sector

The hospital or healthcare sector is a critical component of any society, dedicated to the
delivery of medical services to improve health outcomes. This sector encompasses a wide
range of services and facilities, including hospitals, clinics, nursing homes and specialized
care centres.

Key Aspects of the Healthcare Sector:

Hospitals:

Hospitals are the cornerstone of the healthcare system, providing acute care and specialized
treatments. They range from general hospitals offering a wide spectrum of services to
specialized institutions focusing on areas such as cardiology, oncology or paediatrics.

Primary Care:

Primary care is the first point of contact for individuals seeking health services. General
practitioners and family doctors play a crucial role in managing overall health, diagnosing
illnesses and providing preventive care.

Specialized Care:

This includes services provided by specialists such as surgeons, cardiologists and oncologists.
Specialized care often involves advanced diagnostic tools and treatments for specific
conditions.

Emergency Services:

Emergency departments (EDs) or emergency rooms (ERs) offer critical care for sudden or
severe medical issues, such as heart attacks, injuries or other urgent health problems.

Nursing and Rehabilitation:

Nursing homes and rehabilitation centres provide long-term and recovery care, particularly
for elderly patients or those recovering from surgeries or severe illnesses.

Outpatient Services:

These include services that do not require an overnight stay in a hospital, such as routine
check-ups, minor surgeries and diagnostic tests.

Public Health and Preventive Care:

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Public health initiatives focus on disease prevention and health promotion through
vaccinations, health education and community health programs.

Key Trends and Challenges:

Technological Advancements: The integration of advanced technologies, such as electronic

health records (EHRs), telemedicine and medical imaging, is transforming healthcare
delivery.

Aging Population: An increasing elderly population requires more healthcare services,

particularly for chronic conditions and long-term care.

Healthcare Costs: Managing the rising costs of healthcare while ensuring access and quality
remains a significant challenge for policymakers and providers.

Regulation and Policy: Healthcare is heavily regulated to ensure patient safety and quality
of care. Policies impact everything from healthcare delivery to insurance coverage.

Workforce Shortages: There is a growing demand for healthcare professionals, including

doctors, nurses and allied health workers, to meet the sector's expanding needs.

The healthcare sector is vital for maintaining public health, improving life expectancy and
enhancing the quality of life. It involves a complex interplay of providers, patients,
technology and policy, all working together to deliver effective and efficient healthcare
services.

1.2 The healthcare industry profile

The healthcare industry is a multifaceted and essential sector that encompasses various
services and products aimed at promoting and maintaining health.

a) Origin and Development of the industry: The origin of the healthcare industry can
be traced back to ancient civilizations, evolving significantly over millennia to
become the complex and multifaceted sector we see today. Here’s an overview of
its development:

Ancient Times-

Early Medical Practices:

The earliest forms of healthcare were rudimentary, often based on spiritual beliefs and
practices. Shamans, healers and priests in various ancient cultures used herbal remedies,
rituals and surgeries.

Ancient Egypt and Mesopotamia:

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These civilizations developed early medical knowledge, including surgical techniques, herbal
medicine and the establishment of some of the first medical texts and practices.

Ancient Greece and Rome:

Greek physician Hippocrates often considered the "Father of Medicine," emphasized natural
causes and treatments of diseases. The Hippocratic Oath, a code of ethics for physicians,
originated during this period.

Romans advanced public health infrastructure with aqueducts, public baths and the first
hospitals for soldiers, establishing early healthcare institutions.

Middle Ages-

Islamic Golden Age:

Islamic scholars preserved and expanded upon Greek and Roman medical knowledge. They
established hospitals, known as Bimaristans, which were well-organized and provided
comprehensive medical care.

Medieval Europe:

Healthcare was largely provided by religious institutions, with monasteries and convents
playing key roles in caring for the sick. The foundation of universities in the late medieval
period began to formalize medical education.

Renaissance and Early Modern Period-

Advances in Medical Knowledge:

The Renaissance brought renewed interest in science and the human body, leading to
significant advances in anatomy and surgery. Andreas Vesalius’s work on human anatomy
was particularly influential.

Development of Hospitals:

Hospitals began to evolve from charitable institutions into more structured facilities dedicated
to medical care and treatment.

18th and 19th Centuries-

Scientific Revolution and Industrial Era:

The Industrial Revolution spurred advances in medical science and technology. The
discovery of vaccines, such as Edward Jenner’s smallpox vaccine, marked the beginning of
modern immunology.

Public Health and Sanitation:

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Urbanization highlighted the need for improved public health measures. The establishment of
public health systems, sanitation reforms and the understanding of disease transmission
significantly reduced epidemics.

Professionalization of Medicine:

Medical education and practice became more standardized, with the founding of medical
schools and professional societies. The 19th century saw the introduction of anaesthesia and
antiseptics, revolutionizing surgery.

20th Century to Present-

Modern Healthcare Systems:

The 20th century saw the development of modern healthcare systems, including the
establishment of national health services and insurance systems in various countries.

Advances in medical research led to the discovery of antibiotics, advanced surgical

techniques and the development of medical technologies such as imaging and life-support
systems.

Biotechnology and Pharmaceuticals:

The biotechnology and pharmaceutical industries grew rapidly, producing groundbreaking

drugs and therapies for a wide range of diseases.

Digital Health:

The 21st century has seen the integration of digital technologies into healthcare, including
electronic health records, telemedicine and health apps, improving access and efficiency in
healthcare delivery.

The healthcare industry has evolved from ancient and rudimentary practices to a highly
advanced and specialized sector. This evolution has been driven by scientific discoveries,
technological advancements and a growing understanding of human health and disease.

b) Growth and present status of the industry: The growth of the healthcare industry
has been driven by a variety of factors and trends, leading to its expansion and
evolution globally. The global healthcare industry is currently experiencing
dynamic growth and transformation, driven by technological advancements,
demographic shifts, policy changes and evolving patient expectations. Here’s an
overview of the present status of the healthcare industry worldwide:

Market Size and Growth-

Market Size:

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The global healthcare market was valued at approximately $8.5 trillion in 2018 and is
projected to reach around $11.9 trillion by 2022, growing at a compound annual growth rate
(CAGR) of 5.4%.

Growth Drivers:

Technological Advancements: Innovations in medical technology, including digital health,

telemedicine, AI and robotics, are transforming healthcare delivery and outcomes.

Aging Population: The global population is aging, increasing the demand for healthcare
services, particularly in managing chronic diseases and long-term care.

Chronic Diseases: The rising prevalence of chronic diseases such as diabetes, cardiovascular
diseases and cancer is driving demand for ongoing medical care and specialized treatments.

Health Awareness: Increased awareness and health literacy are leading to higher healthcare
utilization and a focus on preventive care.

Key Segments-

Hospitals and Clinics:

The backbone of the healthcare system, hospitals and clinics, continue to evolve with
advancements in medical technology and infrastructure. There is a trend towards integrated
care models that improve patient outcomes through coordinated care.

Pharmaceuticals:

The pharmaceutical industry remains robust, with significant investments in research and
development (R&D) leading to new drug discoveries, especially in the fields of oncology,
immunotherapy and personalized medicine.

The global pharmaceutical market was valued at over $1.2 trillion in 2020 and is expected to
continue growing, driven by innovation and increasing healthcare needs.

Medical Devices: The medical devices market is expanding, with innovations in diagnostic
imaging, minimally invasive surgeries and wearable health technology. The integration of AI
and machine learning into medical devices is enhancing diagnostic accuracy and treatment
efficacy.

Digital Health and Telemedicine:

The COVID-19 pandemic accelerated the adoption of digital health and telemedicine, making
remote consultations, digital health records and mobile health apps more common. These
technologies improve access to care and patient engagement.

The global telemedicine market was valued at $41.63 billion in 2019 and is expected to reach
$155.1 billion by 2027, growing at a CAGR of 15.1%.

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Technological Advancements-

Artificial Intelligence (AI) and Machine Learning:

AI and machine learning are being used in predictive analytics, personalized medicine and
enhancing diagnostic capabilities. These technologies are helping in early disease detection
and tailored treatment plans.

Wearable Technology:

Wearable health devices such as fitness trackers, smart watches and biosensors are
empowering individuals to monitor their health in real-time, facilitating preventive care and
early intervention.

Robotics and Automation: Robotics are increasingly used in surgeries, rehabilitation and
patient care, improving precision, reducing recovery times and enhancing the efficiency of
healthcare delivery.

Policy and Regulatory Changes-

Healthcare Reforms:

Various countries are implementing healthcare reforms to improve access, affordability and
quality of care. Examples include the Affordable Care Act in the US and universal healthcare
programs in several European countries.

Value-Based Care:

There is a shift towards value-based care models that focus on patient outcomes and cost-
effectiveness rather than the volume of services provided. This approach aims to improve
healthcare quality and reduce costs.

Challenges-

Cost Management:

Rising healthcare costs remain a significant challenge globally, with efforts focused on
finding sustainable models to manage expenses while maintaining quality care.

Workforce Shortages:

There is a global shortage of healthcare professionals, including doctors, nurses and allied
health workers, which impact the delivery of quality care.

Health Disparities:

Significant disparities in healthcare access and outcomes exist between different regions and
populations, necessitating efforts to address social determinants of health and promote health
equity.

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Regulatory Compliance:

Navigating complex regulatory environments and ensuring compliance with health standards
can be challenging for healthcare providers and innovators.

Future Prospects-

Investment in Technology:

Continued investment in health technologies, including AI, telemedicine and wearable

devices, will drive the next wave of innovation and transformation in healthcare.

Global Collaboration:

International partnerships and collaborations will enhance healthcare capabilities, knowledge

exchange and innovation, contributing to improved global health outcomes.

Preventive and Personalized Care:

A greater emphasis on preventive care and personalized medicine will improve health
outcomes and reduce the burden on healthcare systems.

Sustainable Healthcare Models:

Developing sustainable healthcare models that balance cost, access and quality will be crucial
for the future growth and resilience of the healthcare industry.

The global healthcare industry is undergoing significant changes, driven by technological

advancements, demographic shifts and evolving healthcare needs. While challenges such as
cost management, workforce shortages and health disparities remain, the industry is poised
for continued growth and transformation, with a focus on innovation, patient-centred care,
and global collaboration.

c) Future of the industry: The future of the healthcare industry, both globally and in
India, is poised for significant advancements and transformative changes. Key
drivers include technological innovations, demographic shifts, policy reforms and
evolving patient expectations. Here’s a detailed look at the anticipated future of the
healthcare industry and the advancements to come:

Global Healthcare Industry:

Technological Advancements-

Artificial Intelligence (AI) and Machine Learning:

AI will continue to revolutionize diagnostics, predictive analytics and personalized medicine.

Machine learning algorithms will enhance disease prediction, treatment planning and
operational efficiencies in healthcare settings.

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Telemedicine and Remote Care:

Telemedicine will become a standard mode of healthcare delivery, especially for follow-up
consultations and chronic disease management. Remote monitoring technologies will allow
for continuous patient care and early intervention.

Genomics and Personalized Medicine:

Advances in genomics will enable highly personalized treatment plans based on an

individual's genetic makeup, improving the effectiveness of therapies and reducing adverse
effects.

Wearable Health Technology:

Wearable devices will become more sophisticated, providing real-time health data that can be
integrated into electronic health records (EHRs) for comprehensive patient monitoring and
preventive care.

Robotics and Automation:

Robotics will see increased use in surgeries, rehabilitation and elderly care. Automation will
streamline administrative tasks, reducing the burden on healthcare professionals and
increasing efficiency.

Blockchain for Health Records:

Blockchain technology will enhance the security, interoperability and accessibility of health
records, ensuring patient data privacy and seamless data exchange across different healthcare
systems.

Policy and Healthcare Models-

Value-Based Care:

The shift towards value-based care models will emphasize patient outcomes and cost-
effectiveness, incentivizing healthcare providers to deliver high-quality care.

Universal Health Coverage:

Many countries will continue to work towards achieving universal health coverage, ensuring
that all individuals have access to essential health services without financial hardship.

Integrated Care Systems:

Healthcare systems will move towards more integrated and coordinated care models,
breaking down silos between different healthcare providers to ensure continuity of care.

Challenges and Solutions-

Workforce Development:

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Addressing the global shortage of healthcare professionals through better training programs,
retention strategies and leveraging technology to augment the workforce.

Health Equity:

Tackling health disparities by addressing social determinants of health and ensuring equitable
access to healthcare services across different populations.

Sustainability:

Developing sustainable healthcare models that balance cost, access and quality, with a focus
on preventive care and efficient resource utilization.

Healthcare Industry in India:

Technological Advancements-

Digital Health and Telemedicine:

Digital health solutions, including telemedicine platforms and mobile health applications, will
continue to expand, particularly in rural and underserved areas. The government’s push for
digital health initiatives will further accelerate this trend.

AI and Big Data Analytics:

AI and big data analytics will play a critical role in improving disease surveillance, predicting
health trends and enhancing the accuracy of diagnostics and treatment protocols.

Health IT and EHRs:

The adoption of electronic health records (EHRs) will increase, improving data management,
patient care coordination and health outcomes. The National Digital Health Mission (NDHM)
aims to create a comprehensive digital health ecosystem in India.

Wearable Devices and Remote Monitoring:

Wearable health devices will gain popularity for monitoring vital signs and managing chronic
conditions, facilitating early intervention and continuous care.

Affordable Medical Technologies:

Innovation in affordable medical technologies tailored to the needs of the Indian population
will drive improvements in diagnostic capabilities and treatment accessibility.

Policy and Healthcare Models-

Ayushman Bharat:

Ayushman Bharat, the world’s largest government-funded health insurance scheme, will
continue to expand its reach, providing financial protection and access to secondary and
tertiary care to millions of people.
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Public-Private Partnerships:

Increased collaboration between the public and private sectors will enhance healthcare
infrastructure, improve service delivery and expand access to quality care.

Focus on Preventive Care:

Greater emphasis on preventive healthcare through public health campaigns, vaccination

drives and screening programs to reduce the burden of diseases and improve population
health.

Challenges and Solutions-

Infrastructure Development:

Addressing disparities in healthcare infrastructure between urban and rural areas through
targeted investments and development of healthcare facilities in underserved regions.

Healthcare Workforce:

Expanding the healthcare workforce by investing in medical education, training programs and
incentives to attract and retain healthcare professionals in rural and remote areas.

Regulatory Framework:

Strengthening the regulatory framework to ensure the quality and safety of healthcare
services, foster innovation and protect patient rights.

Health Insurance Penetration:

Increasing health insurance penetration to reduce out-of-pocket expenditures and ensure that
more people have access to necessary healthcare services.

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 CHAPTER 2: PROFILE OF THE ORGANIZATION, B.M. BIRLA
HEART RESEARCH CENTRE

2.1 Origin of the organization

B. M. Birla Heart Research Centre (BMBHRC) was founded in 1989 as a dedicated

cardiac care institution in Kolkata, West Bengal, India. The centre was established by the
Birla family, one of India's most prominent business families, known for their significant
contributions to various sectors, including industry, education and healthcare. The hospital is
part of the CK Birla Hospitals group, which is committed to delivering high-quality
healthcare services across different specialties.

Key Motivations for Establishment-

Need for Specialized Cardiac Care:

During the late 1980s, there was a growing recognition of the need for specialized cardiac
care in India, as cardiovascular diseases were becoming increasingly prevalent. The existing
healthcare infrastructure in Kolkata and surrounding regions was inadequate to meet the
rising demand for advanced cardiac treatment and surgeries.

Vision of the Birla Family:

The Birla family envisioned creating a world-class institution dedicated to heart care that
would provide comprehensive cardiac services, ranging from preventive cardiology to
advanced surgical interventions. This vision was driven by their commitment to social
responsibility and their desire to contribute to the welfare of society through healthcare.

2.2 Growth and development of the organization

Growth of B. M. Birla Heart Research Centre, Kolkata-

Initial Phase (1989-2000)

1. Foundation and Early Development:

Establishment: Founded in 1989, B. M. Birla Heart Research Centre (BMBHRC) began with
a vision to provide specialized cardiac care in Kolkata. The initial phase focused on setting up
state-of-the-art facilities and attracting top medical talent.

Early Recognition: Quickly established as a premier cardiac care institution due to its
advanced infrastructure, skilled medical team and pioneering cardiac procedures.

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2. Pioneering Procedures and Technologies:

Innovative Treatments: Introduced various advanced cardiac procedures and technologies,

such as angioplasty and coronary artery bypass grafting (CABG), which were less common in
India at the time.

Accreditations: Achieved national and international accreditations for maintaining high

standards of healthcare delivery and patient safety.

Expansion and Diversification (2000-2010)

3. Service Expansion:

Broadening Services: Expanded the range of services to cover the full spectrum of cardiac
care, including preventive cardiology, non-invasive diagnostics, interventional cardiology
and cardiac surgery.

Emergency Services: Enhanced emergency cardiac care capabilities, providing 24/7 services
for acute cardiac conditions.

4. Technological Advancements:

Adoption of New Technologies: Integrated advanced technologies such as 3D

echocardiography, cardiac MRI and digital catheterization laboratories to improve diagnostic
accuracy and treatment outcomes.

Modernization: Continued modernization of operation theatres and intensive care units to

support complex cardiac surgeries and critical care.

Consolidation and Community Outreach (2010-2020)

5. Strengthening Capabilities:

Clinical Excellence: Built a reputation for clinical excellence, performing numerous

successful and complex cardiac surgeries and procedures.

Research and Education: Increased focus on research and education, contributing to cardiac
research through clinical trials and publications and training healthcare professionals.

6. Community Engagement:

Outreach Programs: Launched various community outreach initiatives to raise awareness

about heart health, provide free health camps and extend care to underprivileged populations.

Preventive Care: Emphasized preventive cardiology through public health campaigns and
regular screening programs to detect and manage heart conditions early.

7. Public-Private Partnerships:

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Collaborations: Engaged in collaborations with other healthcare institutions and organizations
to enhance service delivery and expand access to quality cardiac care.

Recent Developments and Future Prospects (2020-Present)

8. Digital Transformation:

Telemedicine and Remote Care: Embraced telemedicine and remote monitoring technologies,
especially accelerated by the COVID-19 pandemic, to provide continuous and accessible
cardiac care.

Digital Health Records: Implementation of electronic health records (EHRs) to improve

patient data management and care coordination.

9. Advanced Medical Research:

Genomics and Personalized Medicine: Exploring the integration of genomics and

personalized medicine into cardiac care, aiming to provide tailored treatment plans based on
individual genetic profiles.

AI and Big Data: Utilizing AI and big data analytics to enhance predictive analytics,
diagnostic accuracy and personalized treatment protocols.

10. Infrastructure and Service Enhancements:

Facility Upgrades: Ongoing upgrades to medical facilities and infrastructure to support

cutting-edge cardiac treatments and maintain high standards of patient care.

Patient-Centric Approach: Continual focus on delivering patient-centred care through

personalized treatment plans, comprehensive follow-up programs and patient education
initiatives.

B. M. Birla Heart Research Centre, Kolkata, has experienced significant growth since its
inception in 1989. From pioneering advanced cardiac procedures and expanding its range of
services to embracing digital health technologies and engaging in community outreach,
BMBHRC has established itself as a leading institution in cardiac care. Its commitment to
innovation, research and patient-centred care ensures that it remains at the forefront of
healthcare delivery, setting new benchmarks in the field of cardiology in India and globally.

2.3 Present status of the organization

B. M. Birla Heart Research Centre (BMBHRC), established in 1989, remains a premier

institution for cardiac care in Kolkata, West Bengal, India. It is renowned for its high
standards of medical excellence, advanced technology and patient-centred care.

Key Features and Facilities-

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Accreditations:

BMBHRC is accredited by the National Accreditation Board for Hospitals & Healthcare
Providers (NABH) and it is the first NABH accredited hospital in India and the National
Accreditation Board for Testing and Calibration Laboratories (NABL), ensuring adherence to
high standards of patient care and safety.

Advanced Medical Technologies:

Diagnostic Equipment: Utilizes state-of-the-art diagnostic tools, including 3D

echocardiography, cardiac MRI, 128-slice CT scanners and advanced catheterization labs.

Therapeutic Technologies: Equipped with cutting-edge equipment for minimally invasive

procedures, robotic-assisted surgeries and complex cardiac surgeries.

Comprehensive Cardiac Services:

Interventional Cardiology: Offers advanced procedures like angioplasty, stenting and

catheter-based treatments.

Cardiothoracic Surgery: Specializes in coronary artery bypass grafting (CABG), valve

replacements and congenital heart defect repairs.

Electrophysiology: Provides treatments for arrhythmias, including pacemaker and

implantable cardioverter-defibrillator (ICD) implants.

Non-Invasive Cardiology: Includes echocardiography, stress testing and advanced cardiac

imaging.

Preventive Cardiology: Focuses on risk assessment, lifestyle modification and early

intervention to prevent heart diseases.

Emergency Services:

BMBHRC offers 24/7 emergency cardiac care, ensuring immediate attention and treatment
for acute cardiac conditions, supported by a dedicated emergency team and critical care units.

Patient-Centric Approach:

Emphasizes personalized care plans, comprehensive follow-up programs, rehabilitation

services and patient education initiatives to ensure holistic recovery and improved patient
outcomes.

Medical Team:

Experienced Professionals: Comprises a team of highly experienced cardiologists,

cardiothoracic surgeons, anaesthesiologists and support staff dedicated to providing
exceptional cardiac care.

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Training and Education: Engages in continuous education and training programs for
healthcare professionals, enhancing skills and knowledge in the latest cardiac care
techniques.

Community Engagement and Outreach:

Health Awareness Programs: Conducts regular health camps, screenings and public health
campaigns to raise awareness about heart health and preventive measures.

Free Health Camps: Organizes free health camps and check-ups, extending cardiac care
services to underserved and rural populations.

Research and Development:

Clinical Research: Actively involved in cardiac research, contributing to advancements in

cardiology through clinical trials and research publications.

Innovation: Continuously exploring new technologies and treatment protocols to improve

patient care and outcomes.

Digital Health Initiatives:

Telemedicine: Leveraging telemedicine and remote monitoring technologies to provide

continuous and accessible cardiac care, especially crucial during the COVID-19 pandemic.

Electronic Health Records (EHRs): Implementing EHRs to streamline patient data

management, improve care coordination and enhance overall patient experience.

B. M. Birla Heart Research Centre, Kolkata, continues to be a leader in cardiac care,

combining advanced medical technology, a highly skilled medical team and a patient-centric
approach. Its commitment to innovation, research and community service ensures that it
remains at the forefront of cardiology, providing high-quality, accessible and comprehensive
cardiac care to patients in India and beyond.

2.4 Functional departments of the organization

B. M. Birla Heart Research Centre (BMBHRC) in Kolkata is organized into several

functional departments to provide comprehensive cardiac care. Each department focuses on
specific aspects of heart health, ensuring that patients receive specialized and coordinated
treatment. Here is an overview of the key functional departments at BMBHRC:

 Clinical Services
 24*7 Emergency
 OPD
 IPD
 Therapeutic Services

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  Cardiology
 CTVS
 Pediatric Cardiology & CTVS
 In- patient Services
 Ward
 SICU
 CCU
 OPD Services
 Cardiology, CTVS
 Pediatric Cardiology & CTVS
 Endocrinology/ Pulmonology
 Diagnostic Services
 NID
 NMD
 Lab
 Radiology
 Cardiology (Invasive)
 Cath Lab
 Cardiac Diagnostic Procedure
 Angiography
 Heart Failure
 Electrophysiology
 TAVI
 ASD & VSD
 Cardiac Surgery
 Adult Cardiac Surgery
 Invasive Surgeries
 Vascular Surgeries
 Thoracic Surgeries
 Pediatric Services
 Pediatric cardiology
 Pediatric cardiac surgery
 Pediatric intensive care
 Non-Invasive Services
 ECG
 ECHO
 TMT
 PFT
 Nuclear Medicine
 MRI
 DMSA Renal
 Whole body bone scan
 Radiology
 CT scan

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  USG
 X-ray
 Supportive Services
 CSSD
 Blood Centre
 Dietetics
 Pharmacy
 IT
 Medical Record
 Finance & Accounting
 Housekeeping
 Laundry
 Food & Beverages
 TPA
 Security
 Ambulance Service
 Laboratory Services
 Clinical Biochemistry
 Clinical Pathology
 Haematology
 Serology
 Molecular Pathology
 Other Services
 Physiotherapy & Rehabilitation

B. M. Birla Heart Research Centre's comprehensive array of functional departments ensures

that it can provide holistic and specialized cardiac care.

2.5 Product and service profile of the organization competitors

B. M. Birla Heart Research Centre (BMBHRC) in Kolkata faces competition from several
leading cardiac care hospitals in India. Here is an overview of the products and services
offered by some of its major competitors:

1. Fortis Escorts Heart Institute, New Delhi

Services:

Cardiology:

Comprehensive cardiac check-ups

Angiography and angioplasty

Percutaneous coronary interventions (PCI)

Electrophysiology studies and ablation

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Cardiothoracic Surgery:

Coronary artery bypass grafting (CABG)

Valve repair and replacement

Minimally invasive cardiac surgery

Pediatric cardiac surgery

Non-Invasive Cardiology:

Echocardiography (2D, 3D, and transesophageal)

Stress testing (treadmill test, nuclear stress test)

Holter monitoring

Cardiac MRI and CT

Preventive Cardiology:

Risk assessment and screening

Lifestyle modification programs

Nutritional counselling

Cardiac rehabilitation

Emergency Services:

24/7 cardiac emergency services

Advanced cardiac life support (ACLS)

2. Apollo Hospitals, Chennai

Services:

Cardiology:

Advanced diagnostic and interventional procedures

Cardiac catheterization

Angioplasty and stent placement

Electrophysiology and pacemaker implantation

Cardiothoracic Surgery:

CABG and complex valve surgeries

23
Minimally invasive cardiac surgery

Aortic aneurysm repair

Pediatric heart surgery

Non-Invasive Cardiology:

Echocardiography (2D, 3D, Doppler)

Stress echocardiography

Cardiac MRI and CT scans

Holter monitoring

Preventive Cardiology:

Heart health check-ups

Lifestyle modification and counselling

Smoking cessation programs

Hypertension and diabetes management

Rehabilitation:

Cardiac rehabilitation programs

Post-operative care

Physiotherapy and exercise training

Emergency Services:

24/7 emergency care for acute cardiac conditions

Rapid response team

3. Narayana Health (Narayana Hrudayalaya), Bengaluru

Services:

Cardiology:

Comprehensive cardiac diagnostics

Interventional cardiology (angioplasty, stenting)

Electrophysiology and device implantation

Heart failure management

24
Cardiothoracic Surgery:

CABG and valve surgeries

Minimally invasive cardiac surgery

Heart transplantation

Pediatric cardiac surgery

Non-Invasive Cardiology:

Echocardiography (2D, 3D, transesophageal)

Stress testing and nuclear imaging

Cardiac MRI and CT

Holter and event monitoring

Preventive Cardiology:

Risk factor assessment

Preventive health check-ups

Diet and lifestyle counselling

Cardiac wellness programs

Rehabilitation:

Cardiac rehabilitation and physiotherapy

Psychological support and counselling

Emergency Services:

24/7 emergency cardiac care

Advanced cardiac life support (ACLS)

4. Max Super Speciality Hospital, New Delhi

Services:

Cardiology:

Comprehensive heart care services

Angiography and angioplasty

Electrophysiology studies and radiofrequency ablation

25
Pacemaker and ICD implantation

Cardiothoracic Surgery:

CABG and valve replacement surgeries

Minimally invasive heart surgery

Pediatric cardiac surgery

Thoracic surgeries

Non-Invasive Cardiology:

Echocardiography (2D, 3D, transesophageal)

Stress testing (treadmill, nuclear stress)

Cardiac MRI and CT

Holter monitoring

Preventive Cardiology:

Health screenings and risk assessments

Lifestyle counselling and management

Preventive health programs

Diet and nutrition guidance

Rehabilitation:

Comprehensive cardiac rehabilitation

Post-surgery recovery programs

Exercise and physiotherapy

Counselling services

Emergency Services:

24/7 emergency and trauma care

Dedicated cardiac emergency unit

5. Medanta - The Medicity, Gurgaon

Services:

Cardiology:

26
Diagnostic and interventional cardiology

Complex angioplasty and stenting

Electrophysiology and ablation therapy

Device implantation (pacemakers, ICDs)

Cardiothoracic Surgery:

Advanced cardiac surgeries (CABG, valve repair/replacement)

Minimally invasive surgery

Heart and lung transplantation

Pediatric cardiac surgery

Non-Invasive Cardiology:

Comprehensive echocardiography (2D, 3D, transesophageal)

Stress testing and nuclear cardiology

Cardiac MRI and CT

Continuous heart monitoring (Holter)

Preventive Cardiology:

Cardiac risk assessment

Preventive health check-ups

Lifestyle and dietary counselling

Cardiac rehabilitation programs

Rehabilitation:

Post-operative care and cardiac rehabilitation

Physiotherapy and exercise regimens

Psychological support and counselling

Emergency Services:

24/7 emergency cardiac services

Advanced cardiac life support (ACLS)

27
The competitors of B. M. Birla Heart Research Centre, are equipped with state-of-the-art
technology and staffed by experienced professionals, positioning them as formidable players
in the cardiac healthcare sector in India.

2.6 Market profile of the organization

B. M. Birla Heart Research Centre, Kolkata, is a leading institution in cardiac care, known for
its specialized services and commitment to quality. While it faces competition from other top
hospitals in Kolkata, its focus on cardiac specialization, advanced technology and
experienced medical team helps it maintain a strong market position. While the primary
market is Kolkata and its surrounding regions, BMBHRC also attracts patients from other
parts of West Bengal and also neighbouring states and countries like Bangladesh and others
due to its specialized services.

28
 CHAPTER 3: DISCUSSIONS ON TRAINING

3.1 Work profile as a trainee (Roles and responsibilities)

As a Human Resource (HR) Trainee at B. M. Birla Heart Research Centre (BMBHRC),

Kolkata, I had assisted the HR department with various HR functions like:

 Selection of desired resumes for interview.

 Helping potential candidates with the interview process in the selection phase.
 Completion of the online and offline onboarding formalities of the new joiners.
 Assisting new joiners in the pre employment health check up process.
 Engaging with employees by following up with them in regards of assigned tasks or
trainings.
 Assisting in the induction of new joiners.
 Collection of training feedbacks.
 Following up on refresher trainings of employees and maintenance of attendance in
this regards.
 Auditing of personnel files.
 Maintaining of employee records in personnel files which are as follows:
 Resume
 Personal Data Form
 Interview Grid
 Manpower Requisition Form
 Pre-employment health check-up reports
 Vaccination Form
 Offer Letter
 Joining Letter
 Identity Proof (Pan & Aadhaar card)
 Experience Certificates & Pay Slips of Previous Employers
 Educational Documents
 Application for employment
 PF Forms (from-2, from-11, nomination)
 Employee Verification Form (Know your employee)
 Employee Details Form
 Reference and Background check form & reports
 Code of conduct
 Job Description
 Candidate experience feedback survey questionnaire
 Dependent Declaration Form
 Appointment Letter
 Cancelled Cheque

29
 CHAPTER 4: STUDY OF THE SELECTED RESEARCH PROBLEM

4.1 Statement of the research problem

In the healthcare industry, continuous training is essential for maintaining high standards of
patient care, ensuring safety and adhering to regulatory requirements. This study aims to
analyze the training needs of hospital employees on a mandatory basis, focusing on
identifying gaps, determining necessary training programs and evaluating the effectiveness of
current training initiatives. The main focus of the research is to identify any gaps in the
current level of training being provided to employees in general and recommend solutions in
this regard if any.

4.2 Statement of the research objectives

The objectives of the stated research are as follows:

Identify Training Needs:

 To identify the mandatory training requirements for different categories of hospital

staff, including medical, nursing, administrative and support staff to improve overall
performance and patient care.
 To assess the current competency levels and training gaps.

Evaluate Current Training Programs:

 To evaluate the effectiveness of existing mandatory training programs.

 To determine areas where current training programs need enhancement.

Develop Recommendations:

 To provide recommendations for improving mandatory training programs.

 To suggest methods for ensuring compliance and effectiveness of training.

4.3 Research design and methodology

The process of observation has been used here as the research design by observing staff in
their working environment and trying to identify skill gaps and workflow inefficiencies under
the guidance of the mentor and referring to concerned and responsible staff of the hospital for
the establishment of conclusions and recommendations. Documented reports have been
referred to for authentication.

The method of participant observation has been applied by being a part of the HR
department’s day to day activities to gain insights into the research problem and solutions.

30
4.4 Analysis of data

The detailed analysis of the mandatory trainings provided at B.M. Birla Heart Research
Centre or the B.M, Birla Heart Hospital, and the gaps in providing them thereby causing
training needs to arise has been highlighted below:

Infection Control and Prevention

Identified Gaps:

 Variability in adherence to infection control protocols like that of hand hygiene,

Needle Stick Injury, Biomedical Waste Management and Post Exposure Prophylaxis
(PEP).
 Inconsistent reinforcement of infection prevention measures.

Impacts:

 Increased risk of hospital-acquired infections.

Medical and Non – Medical Equipment Training

Identified Gaps:

 Infrequent training updates on the use of medical equipment.

 Lack of refresher courses for experienced staff.

Impacts:

 Improper use and maintenance of equipments.

 Equipment-related errors and accidents.

Medication Safety

Identified Gaps:

 Infrequent refresher courses on medication administration.

 Limited focus on practical application and error prevention.

Impacts:

 Increased risk of medication errors.

 Potential harm to patients due to incorrect medication practices.

Patient Safety

Identified Gaps:

 Incomplete training on comprehensive patient safety protocols.

 Limited drills and emergency response simulations.

31
Impacts:

 Reduced preparedness for patient safety incidents.

 Potential for inadequate response during emergencies.

Soft Skills and Professional Development

Identified Gaps:

 Limited training on communication, cultural competency and conflict resolution.

 Insufficient focus on developing interpersonal skills.

Impacts:

 Poor patient interactions and team dynamics.

 Increased workplace conflicts and reduced employee satisfaction.

Administrative and IT Skills

Identified Gaps:

 Irregular training on EHR (Electronic Health Record), Human Capital Management

(HCM) systems and data security protocols.
 Insufficient focus on new system updates and cyber security measures due to lack of
priority given by departmental heads for investment in this direction.

Impacts:

 Inefficient use of EHR and HCM systems.

 Increased risk of data breaches and cyber security incidents.

Health and Safety

Identified Gaps:

 Irregular training on fire safety measures, workplace violence prevention, prohibition

of sexual harassment (POSH) and ergonomics.
 Lack of regular safety audits and mock drills.

Impacts:

 Increased risk of safety incidents and workplace injuries due to lack of vital
information.
 Reduced awareness and preparedness among staff.

Medical Administration Training

Identified Gaps:

 Inadequate training on new healthcare technologies and systems.

32
  Insufficient knowledge of hospital emergency codes (Code Blue for cardiac arrest,
Code Red for fire, Code RRT when a person becomes unconscious in the hospital
premises, Code Violet when patient or visitor becomes violent, Code Yellow for
external disaster, Code Orange for major spillage, Code Pink for infant or child
abduction & Code STEMI for emergency to Cath lab for primary PTCA)
 Poor understanding of reporting structure and chain of communication.
 Poor understanding of patient safety measures.

Impacts:

 Increased risk of errors in patient records and billing.

 Inefficient responding in times of emergency.
 Decreased efficiency in administrative tasks leading to delays in patient care.

Knowing the Organization (Orientation)

Identified Gaps:

 Lack of comprehensive orientation programs for new employees.

 Insufficient communication about hospital policies, mission, and values.
 Poor integration of inter-departmental processes and collaboration practices.

Impacts:

 Reduced staff morale and engagement due to lack of organizational knowledge.

 Increased turnover rates as employees may feel disconnected from the organization.
 Inefficiencies and errors due to poor understanding of internal processes.

Basic Life Support (BLS)

Identified Gaps:

 Infrequent training sessions leading to outdated skills.

 Insufficient hands-on practice and simulation training.
 Lack of ongoing competency assessments.

Impacts:

 Decreased ability to effectively respond to cardiac and respiratory emergencies.

 Higher mortality rates in critical situations due to inadequate response.
 Legal liability issues arising from improper emergency care.

Radiation Safety

Identified Gaps:

 Inadequate training on safe handling and disposal of radioactive materials.

33
  Poor understanding of radiation protection principles.
 Lack of regular updates on new radiation safety guidelines and technologies.

Impacts:

 Increased risk of radiation exposure to staff and patients.

 Potential health hazards such as radiation sickness or long-term cancer risk.

Quality Awareness

Identified Gaps:

 Limited training on quality improvement methodologies (e.g. following the

Structure-Process-Outcome method in performing tasks and their analysis).
 Poor understanding of patient safety and quality metrics.
 Insufficient focus on continuous improvement practices.

Impacts:

 Decreased overall quality of patient care and services.

 Increased incidence of medical errors and adverse events.
 Poor patient satisfaction and hospital reputation.

Spill Management

Identified Gaps:

 Inadequate training on handling, reporting and cleaning up hazardous material

spills or HAZMAT.
 Lack of proper spill management equipment and resources.
 Insufficient drills and practical training sessions.

Impacts:

 Increased risk of contamination and infection.

 Potential harm to staff and patients from exposure to hazardous substances.
 Financial and legal consequences due to improper spill management practices.

There also lie discrepancies between the recommended and actual training hours of the
mandatory training programs and collection of proper feedbacks.

Addressing these training gaps requires a multifaceted approach, including regular and
comprehensive training programs, practical hands-on sessions, ongoing assessments, and
updates to align with the latest standards and technologies. Ensuring that all staff members
are well-trained and competent in these areas will significantly improve patient safety,
regulatory compliance and overall hospital efficiency.

34
4.5 Summary of findings

The summary of the above findings are:

 Training Effectiveness and Content Relevance: The current training programs are
inadequate for employees and express concerns about the degree of applicability of
training content to their roles.
 Staff Engagement and Resource Constraints: There lies a lack of staff engagement in
training due to scheduling conflicts and perceived low priority given to training by
departmental leadership. Resource constraints, including limited availability of
trainers and simulation equipment, contribute to suboptimal training outcomes.
 Impact on Patient Care and Compliance: Training gaps in areas like medication
safety, patient handling and regulatory compliance pose risks to patient safety and
compliance with standards.

Addressing the identified training gaps at B. M. Birla Heart Research Centre is crucial for
optimizing staff competency, improving patient care quality, and ensuring compliance with
regulatory standards.

Reasons for failure of training programs Engagement of employees in training

35
 CHAPTER 5: SUMMARY AND CONCLUSIONS

5.1 Summary of the learning experience

This research conducted at B. M. Birla Heart Research Centre provided a valuable learning
experience, offering insights into the complexities of training management within a
healthcare setting. Here is a summary of key learning points from this research:

a) Understanding Training Needs:

 Identification of Training Gaps: It has given a learning of how to identify

discrepancies between recommended and actual training, and understand the
implications of inadequate training on staff competency and patient care.
 Assessment of Training Effectiveness: It gave insights into evaluating the
effectiveness and relevance of training content to meet the diverse needs of healthcare
professionals.

b) Stakeholder Engagement:

 Collaboration with Departmental Leaders: Engagement with departmental leaders to

gain support for training initiatives and understand organizational priorities.
 Employee Feedback: Learned the importance of gathering employee feedback to
tailor training programs and address specific learning needs.

c) Resource Allocation:

 Resource Constraints: Recognized the challenges posed by resource constraints in

delivering comprehensive training and explored strategies to optimize resource
allocation for training purposes.

d) Continuous Improvement:

 Monitoring and Evaluation: Emphasized the significance of continuous monitoring

and evaluation to track training outcomes and make iterative improvements.
 Adaptation to Changing Needs: Understood the necessity of adapting training
programs to evolving healthcare requirements and regulatory standards.

e) Patient-Centric Focus:

 Impact on Patient Care: Appreciated the direct correlation between staff training,
patient safety and quality of care, highlighting the importance of investing in training
for improved patient outcomes.

f) Professional Development:

36
  Personal Growth: Developed skills in research design, data analysis and stakeholder
management, enhancing professional capabilities in the field of human resource
management.

g) Organizational Impact:

 Strategic Importance of Training: Recognized training as a strategic imperative for

organizational excellence, driving improvements in staff performance, compliance
and overall hospital efficiency.

Future Directions:

The learning experience gained from this research has paved the way for future initiatives
aimed at enhancing training programs and fostering a culture of continuous learning and
development at B. M. Birla Heart Research Centre. Moving forward, the focus will be on
implementing recommended improvements, leveraging stakeholder engagement, and
sustaining a proactive approach to staff training and patient care excellence. This research has
provided valuable insights that will contribute to ongoing efforts to elevate healthcare
standards and achieve organizational goals.

5.2 Conclusions and recommendations

The research has identified significant discrepancies between recommended and actual
training provided and certain recommendations to improve or tackle them as per my level of
knowledge have been included below:

Adjust Training Schedules and Content:

 Increase training hours for critical courses like BLS, ACLS, infection control and
medical equipment training to align with recommended standards.
 Revise training content to enhance relevance, practicality and engagement, catering to
the diverse needs of healthcare professionals.

Enhance Leadership Support and Staff Engagement:

 Gain strong departmental leadership support to prioritize and invest in training

initiatives.
 Foster a culture of continuous learning and development by engaging employees in
the design and implementation of training programs.

Invest in Training Resources:

 Allocate additional resources for hiring qualified trainers, updating simulation

equipment and improving training facilities to enhance training delivery and
effectiveness.

37
Implement Continuous Monitoring and Feedback Mechanisms:

 Establish a robust monitoring system to track training effectiveness, gather feedback

from participants and identify areas for improvement.
 Regularly evaluate training outcomes and adapt programs to address evolving
healthcare requirements and regulatory standards.

Prioritize Patient Safety and Compliance:

 Address training gaps in critical areas such as medication safety, patient handling, and
regulatory compliance to ensure optimal patient care outcomes and maintain
compliance with standards.

Implementation Plan:

Develop a Comprehensive Training Enhancement Plan:

 Outline specific actions, timelines and responsible parties for implementing

recommended training improvements.
 Ensure alignment with organizational goals and priorities to secure support and
resources for implementation.

Engage Stakeholders and Communicate Effectively:

 Collaborate with departmental leaders, trainers and frontline staff to gain buy-in and
support for training initiatives.
 Communicate the importance of training enhancements in improving staff
competency, patient care quality and overall hospital performance.

Monitor Progress and Evaluate Impact:

 Establish key performance indicators (KPIs) to measure the impact of training

improvements on staff performance, patient outcomes and compliance metrics.
 Regularly monitor progress, solicit feedback and make necessary adjustments to
sustain and continuously improve training programs.

By implementing these recommendations, the hospital may create a conducive learning

environment that empowers staff and enhances patient care quality for overall good.

Impact of training on job satisfaction

38
 APPENDIX

Test for BLS training Induction Schedule

Behavioural training session for employees

39
 BIBLIOGRAPHY

American Heart Association. (2021). Advanced Cardiovascular Life Support (ACLS)

Provider Manual. Dallas, TX: American Heart Association.

American Red Cross. (2020). Basic Life Support (BLS) Participant's Manual. Washington,
DC: American Red Cross.

B. M. Birla Heart Research Centre. (2021). Internal training records and policies.

40