Introduction

In the present context, there are two facets of patient care viz care and comfort, which have
attained different dimensions with rapid development in the field of Medicare and ergonomics.
Globalization of the economy and growth of communication during the last two decades have
added a new dimension to the concept of Medicare. Healthcare is no longer the prerogative and
dictate of the health care professionals. There is an increasing role of consumer of these services
in as far as it relates to provisioning, type and quality of service. Consumers are more demanding
now in the context of the existing consumer rights. Consumer Protection Act is an example of
the dilution of Healthcare professionals" dictate with an overriding stipulation of consumer rights
to receive the best possible, optimally priced, effective services.

The purchasing power of consumer is increasing with the mushrooming of market economies.
This has a direct bearing on the healthcare sector also. Besides demanding "quality cure", the
emphasis on 'Quality Care' has also increased. The concept of patient satisfaction is rapidly
changing to customer"s delight. Given a choice, spending power permitting, one would prefer to
be hospitalized in a single room rather than a multi-patient general ward.

This class of patients is on the increase. As per a study, the waiting time for a private wardroom
at this hospital in 1983 was 2 months, which has now increased to almost 3 months. Due to
economic recession and exponential rise in finances required for healthcare, it has been
universally accepted that governments cannot sustain and provide free tertiary level care, and
that these expenses have to be realized at least in part from the consumers.

Aim of the Study

This study had been initiated to do a comprehensive and scientific costing of hospitality services
including nursing services at the paying ward of a large hospital.

Objectives of the Study

 To study the hospitality services provided to patients in private wards at a large hospital.
 To observe and establish the nursing care provided to the patients.
 Cost analysis of the above services to determine the expenditure incurred viz a viz
charges levied to the patients.
 Assess the hospitality services in few sample corporate tertiary care hospitals in Delhi.
 Explore the patient"s expectation of the hospitality services and the feasibility of their
implementation at the hospital under study.
Hospitals AND hospitality
Hospitals are now taking the phrase 'being hospitable' to a new level. And who better to turn to
than the hospitality industry itself for assistance. Praveen K Singh finds out about the new
relationships being forged between new age hospitals and the hospitality industry

Picture this! Lying on a bed in a room that resembles a five-star hotel, being served with tropical
fruits and chef delicacies by a well-dressed and courteous steward - all this pampering after
you've undergone a strenuous bypass surgery.

The above-mentioned picturesque imagery may seem far-fetched, if one were to go by the
quality and service standards offered by some of the hospitals in the country. But all that is
expected to change now with new age hospitals actively seeking to enhance their quality and
service standards and providing patients with a memorable healthcare experience akin to a
holiday in a luxurious hotel.

Having being spurred on by the burgeoning medical tourism market in India, many hospitals
have jumped on to the 'being hospitable' bandwagon to cash in on the boom time. The advent of
this phenomenon has caused many hospitals to redefine their quality and service standards, in
particular, the hospitality side of their business. And it is to meet this need, to spruce up its
hospitality, that many hospitals are turning to the hospitality industry for expertise to provide its
patients with a wonderful healthcare experience.

Many medical facilities in hospitals are mimicking hotel environments and this synergy between
hospitals and the hospitality industry is now being aptly branded as 'Hospitels', and is touted as
being a new business model for the hospitality sector to venture into by trade pundits. Whether
it's through the avenues of food and beverage or facility management, hospitals are outsourcing
these vital components of their new business models to the players with core competencies in
this field - the hospitality industry.

The trend towards enhanced quality of services started when Dr Naresh Trehan, executive
director and chief cardiac surgeon at EHIRC, who after his extensive spell in the US came back
to India in 1988 to start Escorts Heart Institute Research Centre in Delhi. He was very keen on
maintaining the standards he had witnessed and experienced in the US. All this meant a rigid
clean and hygiene policy and exceptional F&B guidelines. "This led to heavy investment in the
foodservice infrastructure and all the other allied services for a well-organised and proficient
healthcare service", believes Navneet Kumar Malhotra, general manager, hospitality at (EHIRC)
in Delhi.

The advent of the phenomena 'Hospitels' is providing a fillip to the already burgeoning medical
tourism market to soar even higher. The credit goes to the private sector for their involvement in
the healthcare industry and hospital management. The government as well as private players are
keenly assessing the potential and means to tap the same. The boom in state-of-the-art hospitels
and better infrastructure are attracting the patient population from neighbouring countries like the
Middle East and the West.
Max Hospitals, for example, has a dedicated foreign patient facilitation desk and runs an
international services programme that offers facilities such as interpretation, travel related
services eg airport assistance, shopping, sightseeing, etc. and assists with visa issues and
currency exchange. "We also have a well-equipped OPD lounge, bistro style dining and a food
court in addition to bright and airy lounges for the waiting patients/families offering creative
food and beverage options," informs Deep Ghatak, GM (Communications) at Max Hospitals.

Let's take a look at the synergies that can be formed between the hospitality sector and hospitals:

F&B Expertise

Dietician Quotient

Among the main services offered by hospitels in this regard are dieticians for cases where the
patient's diet has to be under strict surveillance. Depending on the type or acuteness of the case, a
therapeutic diet would be suggested for such patients. And with guidance from the dietician, the
patient could select from the therapeutic menu as well.

Ashish Makkar, F&B incharge at Max India Hospitals, avers, "The menu is categorised in a
manner which would give customers varied choices. Apart from the regular vegetarian and
Indian dishes, it even has a blend of Western mix for those who seek a little more. And with the
inclusion of a therapeutic diet, it would be a perfect way of ensuring that quality food is provided
for the well-being of the patients and the hospital staff."

"One of the most specialised departments of the hospital that takes care of the dietary
requirements of patients and food requirements of attendants and visitors - the F&B department
at Max Healthcare - is manned by professionals from the hospitality background to ensure
patients' satisfaction, convenience and quality standards in the department," Makkar elaborates.

Giving account of the F&B department at Max Healthcare, he explains that its main function is
of identifying, organising, preparing and serving specific food to patients admitted in the
hospital. The types of diets served to patients are: normal diet, liquid diet, low salt based,
diabetic, low fat, high fibre, semi solid, soft, ryles tube diet and high protein diet.
Every hospitel has a head for
Management Quotient
F&B department, who looks
Every hospitel has a head for F&B department, who looks into
into the functioning of the
the functioning of the department and is responsible for quality
department and is
monitoring. The F&B department is a combination of two sub
responsible for its
sections, viz., Operations and Dietetics.
functioning and quality
monitoring
Operations: Operations is involved in food production and food
service to the patients.

Dietetics: Dietetics involves identifying what needs to be served to the patient, in what quantity
and at what time. Dieticians plan the meal for patients on a case to case basis.
Cyclic menus are planned keeping in mind seasonal availability. The menu is planned together
by the dieticians, food production team and the department head.

Dieticians go on rounds every day and plan the meals that need to be served to the patients. This
planned sheet is compiled for all patients and various types of meals that need to be prepared for
them are identified.

The food tray is then laid out as per the meal requirement of patients and is marked with the
room number so that there is no mix-up.

Kitchen Expertise

Kitchens of these hospitels are equipped with specialist foodservice equipment. Explains Sunil
Khanna of Hotelconsult Orient, "We are involved in planning some of these state-of-the-art
hospitals. Due to the extremely high workload, as the hospitals have full occupancy round the
year and are teeming with thousands of daily visitors besides thousands of staff, the new kitchens
being designed for the hospitals will match the efficiency of flight kitchens. Due to the extremely
stringent hygiene norms, we are designing the hospital kitchens with Hazard Analysis & Critical
Control Point (HACCP) certification as a pre-requisite. At the same time, the hospitals will have
comprehensive F&B service facilities to become fully self-sufficient thereby avoiding any need
for the patients' attendants from eating out. The variety of cuisine in these hospitals will match
any upmarket food court, besides having excellent merchandising and exceptionally high
standards of hygiene."

The cost for establishing a good kitchen is Rs 50 to Rs 60 lakhs. "In the years to come, the cost
will go upto Rs 1 crore in normal cases and upto Rs 5 to Rs 6 crore for larger kitchens," explains
Khanna.

Common Housekeeping
Common Housekeeping

Our housekeeping division undertakes longtime contracts with hospitals, colleges and
commercial complex for day to day maintenance. Riech Hospitality Services Pvt. Ltd. is a full
service company. Ready and able to provide you with all your cleaning and housekeeping needs.
Our promise to you is to keep your work environment as clean as possible. We will clean
everything from the floors to the ceiling no matter small or big they are.

Our Scope of service

 Providing identity cards to our staffs

 Providing well trained workforce as per requirement
 Providing suitable uniform to workers
 Daily sweeping and wet moping all floor area on continuous  bases with quality floor
cleaning lotion
 Cleaning and moping all toilets, bathrooms are regular intervals with quality cleaning
materials
 Providing urinal cakes in urinals filling up liquid soap in wash basins using disinfectants
daily to keep all the area hygienic
 Cleaning furniture with dry cloth.
 Cleaning and sweeping public utility areas
 Dusting and cleaning of glass doors windows light fittings, exhaust fans, sign boards etc.
 Cleaning all telephones including intercoms and super phones
 Polishing, buffing and cleaning of marbles, ceramic tiles and various other stone surfaces.
 Collection and disposal of garbage and waste papers at regular intervals.

Common House Keeping

BEFORE OFFICE HOURS

 Clear dustbin
 Clean telephones and disinfect
  Check for maintenances like bulbs, switches, furniture damage etc Dust the office-
windows, tables, doors, pictures and other surface etc Check for cobwebs
 Fill water if required
 Check for stains and spots
 Vacuum and mop the area
 Last look to the room
 Brasso the name boards
 Water the plants

DUSTING TO BE DONE

 Top to bottom
 Clockwise to anti clock wise direction or wise versa
 Check and remove cobweb

DURING OFFICE HOURS

 Replenish water if required

 Clean the table tops after coffee / tea session
 Clear dust bins and ashtrays if used

CLEANING AND SANITIZING OF THE BATHROOMS

 Check the area and clear dustbins

 Replenish toilet rolls, tissue papers, face towels etc
 Check for hand wash solution
 Check the WC and the urinal
 Put urinal cubes
 WC to be scrubbed thrice a day – morning afternoon and evening to eliminate water
marks
 Check for water pressures in taps, WC’s, showers etc
 Floor to be scrubbed and moped before the employees come in
 Washbasin and WC seats to be kept clean and sparking at all times
 Dry vacuuming of all comers, Crevices, counter bottoms and other areas requiring the
same job
 Damp mopping of all stairs twice
 Cleaning of all other exhibited display counters once daily
 Damp mopping of glazed floors twice a day
 Dry vacuuming of carpets and piling up of carped once a day
 Toilets scrub clean floors twice a week.

WEEKLY PROGRAMME

 Cleaning of all electrical fittings / Lights / Fans etc Cobweb removal

  Glass cleaning with poles and squeezes
 Wet scrub all floors and vacuuming to dry up

Gardening and Landscaping

Gardening and Ladscaping Service

Under Gardening and Landscaping services we used to develop and maintain the gardens, lawns
by the experienced gardeners under the control of our horticulturist, who have the sound
knowledge in the field of horticulture.

 Watering, weeding, and mowing regularly.

 Top dressing pruning of the plants
 Periodical spraying of pesticides and fungicides and fertilizers
 Renovation of old lawns
 Planting of seasonal varieties
 Nursery maintenance in the campus like-potting, repotting, propagation activities,
compost preparation
 General maintenance work like flower vase and pot arrangements

Hospital Housekeeping
Hospital Housekeeping

Purpose:   To keep the room clean and neat.

Procedure:

 Waste collection and disposal daily morning and after lunch time.
 Dusting and sweeping of the room before doctors rounds. Toilet cleaning and antiseptic
moping after the doctor’s rounds.
 Cobweb removal, cleaning of fan and light fittings are done when the time of discharge
and when required.
 Dusting and application of disinfectant of furniture, windows and telephones are daily
morning.
 While cleaning the discharge room all dust and cobwebs to remove and scrub floor by
long handled scrubbers with soap solution. Also application of disinfectant.
 Additional cleaning other than routine cleaning there may be needed as and when needed.
For Ex: – Vomiting on the floor or else where, blood and body fluid splashes.
TITLE:        Housekeeping in ICU

Purpose:   To keep clean so as to prevent infection and improve Aaesthetic sense

Procedure:

1. The assigned housekeeping staff works in the respective area under the supervision of the 1
Nurse, but directly reporting to the housekeeping supervisor.

2. Dry dusting of the patient unit and all furniture, equipments and floors.

3. Wet moping is done with soap and water daily.

4. Antiseptic cleaning is done as per the direction of the head Nurse.

5. Toilets to be cleaned twice a day with antiseptic lotion.

6. Additional cleaning as and when required.

TITLE:       Housekeeping of public floor

Purpose:   To keep hospitals clean so as to prevent infection.

Procedure:

1.    The assigned housekeeping staff works in the respective area under supervision.

2.    Proper disposal of garbage. ,

3.    Sweeping and moping for floors, wall comers, windows etc. Daily with detergent)

4.    Application of disinfectant.

5.    Dry dusting of wooden surfaces.

6.    Periodical cleaning and checking of toilets. (Hourly checking of toilets)

7.    Other than routine cleaning there may be additional cleaning which may be needed as and
when needed.

8.    Fans and light fittings are to be cleaned weekly once or when necessary.

9.    Wash basins are to be cleaned with cleaning powder every morning and as and when
required.

10. Ceiling is dusted to remove cobwebs and dust accumulation in every week.
11. Daily cleaning of glasses, glass doors and dusting of aluminium railings and frames.

TITLE:       Cleaning of Public Toilets.

Purpose:    To keep the toilets clean so as to prevent infection.

Procedure:

1.    The assigned housekeeping staff cleans the toilet two times a day with antiseptic lotion. Also
cleaning of toilet will be done as and when required

2.    Cleaning is first done with soap solution and water. Areas to be cleaned are closet, floor,
walls and washbasin with prescribed sanitizer.

3.    Ceiling is dusted to remove cobwebs and dust accumulation.

4.    Toilet brush is used for cleaning the toilet.

OPERATION THEATRE CLEANING AND SEGREGATION OF WASTE

1.    Orientation to the assignment

2.    Checking and maintaining inventory

a.    Linen inventory. that includes sending and receiving daily

b.    Daily inventory of cleaning equipments like mop with stick, water pusher, waste pusher,
brush etc.

c.     Checking the availability of cleaning solution.

d.    Checking the availability of color coding bags and maintaining the stock.

e.    Cleaning the operation theatre whenever necessary.

f.      Checking and reporting of any damage or repair of cleaning items.

3.    Daily cleaning of operation theatre

a.    Morning first cleaning the OT with liquid soap before starting the operation list.

b.    Second, cleaning with Bacillocide special 2% that is 20ml in one litter water.

c.     In between cases clean Bacillocide special 0.5%.

d.    If there is any spillage of blood in the floor use I % Sodium Hypo Chlorite for 5 minutes and
use separate mop stick and clean properly.

e.    End of the list initially clean with soap and water and then with Bacillocide special 2%

4.    Weekly cleaning of operation theatre

a.    End of the week that is on Saturday, after all cases clean the operation theatre with liquid
soap

b.    Then with Bacillocide special 2% including sidewalls and cleaning also.

c.      Fumigation of OT with formalin using OT care machine 37% formaldehyde 280ml/1000
cubic feet.

5.    Segregation of waste and proper disposal of waste in the appropriate container

a.    Yellow bag for infected dressing materials and blood contain items.

b.     Black bag for all paper waste and kitchen waste.

c.      Pink bag for all plastic items. E.g.: Anesthesia item include E.T Tubes, syringes etc.

d.     Blue bag for soiled linen directly to CSSD.

e.     Grey bag for non-soled linen.       .

f.       In case of any infected case, send the linen separately in a bag and inform house keeping.

6.    Final disposal

a.    Non infective wastes (collected in black bags) are disposed in a landfill.

b.    Infected solid wastes and human anatomical wastes (contents of yellow bags) are
incinerated.

c.     Infected plastics (collected in a pink bag) are disinfected and shred. Plastics cannot be
incinerated, as they produce dioxins when burnt, which is known to be carcinogenic.

d.    Sharps are rendered non-recyclable by mutilating them using heat.

Hospital Waste Management

Hospital Waste Management Service

Riech Hospitality service offers the most scientific hospital waste management services in south
India. Our collection, transportation and disposal of waste is done carefully to avoid pollution.
We have adopted the most modern approach and have perfected it through careful planning.

Hospital waste is essentially different from domestic waste in that it contains biological material,
which may process potentially harmful microorganisms. Therefore, special care should be taken
while managing hospital waste to make sure that it does not harm others.

Major categories of medical waste

Yellow Bag

(Infected waste for incineration)

 Soiled dressing Gauze pieces

 Cotton balls
  Human anatomical waste
 Pathological waste
 Gloves

Black Bag

(Non-infectious waste for burial)

 Kitchen and office waste

 I/V bottles plastic
 Oxygen mask
 Nebulization set
 Breathing circuit

Pink Bag

(Infectious plastic waste for disinfection, shredding and burial)

 Tracheostomy tubes
 Catheter mount
 Vascular catheter
 I / Cannula and tubing
 Blood bags and tubing
 I/V extension
 All plastic drainage bags
 Catheter, RT, wound, postural drains Suction catheter
 Bacterial filter

Blue Bag

Soiled linen for disinfection and washing

Hospital waste management consists of the following steps

 Segregation
 Transport
 Temporary storage
 Final disposal

Segregation

Segregation should take place at the source of generation of waste by the person who generates
it. It is important that segregation take place at the source, as it is the person who generates the
waste who best knows its nature. A color code is followed, which is maintained throughout. All
patient care areas have containers lined by polythene covers of the appropriate color. Waste is
segregated as follows.

Non infectious items: A black plastic bag is used to segregate domestic waste, wrappers of
gloves, wrappers of syringes, etc. No breakable item is to be put into the bag.

Infectious items

Sharps: These are stored in custom – made puncture proof containers and bearing the
‘Biohazard’ symbol. There are white colored large sized containers and small sized containers in
the various patient care areas. The larger containers are placed in the nurse’s station and in
treatment rooms. Health care workers take the smaller containers to the bedside to dispose sharps
directly into them soon after use. Positioning of sharp containers in strategic areas necessary
especially in area like emergency services, operation theater and dialysis unit.

Plastic Items: They are segregated in black plastic covers. These items are kept separately as that
separately as they are not to be incinerated.

Infectious non-plastic items: A yellow plastic bag is used to segregation all other infectious
waste. Items under this category include dressing, cotton and gauze pieces that have been used
on a patient. Human anatomical waste also comes under this category.

Transportation: Waste from the various patient care areas is removed twice a day. The mouth
of each plastic bag is tied before removal from wards to prevent spillage of contents of the bags.
Designated personnel transport the waste in the plastic bags on trolleys designated for that
purpose. The staffs are provided with personal protective equipment

Waste segregated in the above manner is transported to areas specifically allotted for further
management of each category of waste.

Temporary storage: Separate areas within the disposal yard area allotted for further temporary
of each category of waste. Most of the waste generated from the hospital is finally disposed
within 6 hours of collection from the wards. No waste is left untreated or untransformed for more
than 24 hours.

Final Disposal: Waste materials which need to be treated should be dipped in 0.5% Hypo
chlorite solution and kept for half an hour to 45 minutes. Linen material which needs to be
reused to be taken to laundry. Plastic waste should be shredded before final disposal.

  
Hospital Departments:
 

Medical Departments:
 

Internal Diseases:

This unit includes specialties of cardiology, dermatology, diabetics, endocrine

glands, digestive system, hematology diseases, infectious diseases, internal
diseases, kidney and urology unit, neurology, psychiatry clinic, lung diseases, and
rheumatic diseases. Patients who visited the hospital totaled 86,209 persons.  

Surgery:

It includes general surgery unit, orthopedics unit, urinary tracts surgery, plastic
surgery, brain and neurology surgery, children surgery, ophthalmic surgery, and
ENT surgery.
Patients who visited the hospital for these units totaled 72.331 persons and
operations made totaled 10.730 surgical operations among which 2.982
operations were made in daily surgery rooms.

Anesthesia:

Anesthesia cases totaled 9.517.

Gynecology Dept.:

Patients who visited the hospital for this unit totaled 43.785 persons among
whom 4.925 were delivery cases.

Pediatrics Dept.:
Patients who visited the hospital for this unit totaled 32.190 persons.

Dentistry Dept.:

Patients who visited the hospital for this unit totaled 29.565 persons.

Emergency Room:

Patients who visited the hospital for this unit totaled 116.011 persons
representing 15.5% of total visiting patients of the hospital. The inpatients
through this emergency room totaled 15%, while patients who were referred to
other hospitals totaled 1% of total visiting patients of emergency room at the
hospital.

Nursing:

Nursing services are considered one of the most important aspects in the process
of distinguished medical care. Nursing Division provides nursing to patients at all
general and specialized clinics in addition to specialized care services to
inpatients at all units.

Number of nurses grew hugely and such growth is characterized with constant
increase, as number of nurses reached to 182 nurses in the year 1405H, 220
nurses in 1406H, and 263 nurses in 1407H.

In 1429H number of nurses reached to 761 all of which providing specialized

nursing as per international standards in various divisions and units of the
hospital.

 
Support Departments:
 

Pharmacy:
 
This unit is responsible for providing patients with medicines prescribed by
specialist physicians and provision of services corresponding to applicable drug
precautions and professional regulations. Also, this unit provides physicians and
pharmacists with the most up-to-date medical literatures and printings dealing
with medicine treatment in addition to organizing periodical tests quarterly to
pharmacists, and participation in training King Saud University students of
Pharmacy College, Health Sciences College, and Medical Sciences College.

Laboratory and Blood Bank:

Medical practices nowadays depend on accurate scientific data that can be

obtained from laboratories and detailed lab investigations. Therefore, lab
investigations are made for all patients seeking medical care in the hospital and
primary care clinics and students applying to enroll in security institutes and
colleges. Year by year the services provided by Laboratory and blood bank are
developing considerably as per international standards. Laboratory unit has
succeeded in reducing number of samples sent to investigation to external
institutions. Pathology unit is still connected with Remote Pathology Program in
collaboration with some USA hospitals.
Lab analyses in the year 1421H totaled 1.860.226 analyses.

X-Ray:

The basic mission of X-ray unit is to support the medical staff in diagnosing the
disease and treatment. The unit contains many advanced X-ray equipment
including but not limited to: CT Scan, four modern groups of X-ray, endoscope
group, digital group for imaging veins, ultra-sound scanning equipment provided
with sectional and linear rows. The unit contains also number of modern and
advanced equipment including: day development equipment, new equipment of
color ultra-sound and modern equipment of nuclear medicine. The unit is in the
process of procuring blood veins scanning equipment and helical sectional
imaging equipment.
X-ray tests made in the year 1428H totaled 133.605 tests, while patients who X-
ray tests made to them totaled 104.912 patients.

Physiotherapy Dept.:

It provides services to specialized clinic inpatients who are referred by hospital

physicians or primary health care clinics. This unit contains number of
physiotherapists and assistants. The unit provided 134.318 physiotherapeutic
sessions in the year 1428H.

Military Affairs:

This Department is involved in coordination, follow-up, and organization of all

that may be related to military men working in various units of the hospital and
submits reports on their promotions, payments, vacations, and military supplies,
and prepare their files and follow up their job performance through the heads of
unit departments.

Medical Maintenance and Engineering:

Medical Maintenance and Engineering is responsible for keeping operable

condition of hospital facilities and equipment. Also, it makes technical studies,
planning, supervision, and execution of various projects of the hospital. Also,
support workshops, including workshops of air-conditioning, electricity,
plumbing, steel works, and joinery, facilitate daily operations of performing
maintenance to such facilities. Medical engineering department performs
maintenance to all medical and office equipment at the hospital, and bringing the
hospital to the highest degree of performance taking into consideration safety
standards to patients and equipment operators.

Information Technology and Communication:

With the support of its dedicated, ethical and competent staff, the IT and
Communication Departments adopt “Smart Use of Information and
Communication Technology” to achieve the hospital mission and strategic goals
to deliver high quality health care services to Ministry of Interior staff and their
families.
Catering and Food Services:

This department provides catering and food services to inpatients and

accompanying individuals as well as hospital staff.

Patients Services:

Department of patients services provides group of activities and interests related

directly to welfare and service of patients and facilitating procedures and
requirements of their referral to the hospital, and receiving the required
treatment, and guiding and helping them in all that may achieve the maximum
degree of benefiting from protective and remedial services provided by the
hospital. Such tasks are provided by the following units:

Patient Relations Dept.:

This unit is involved in fulfilling needs of patients and outpatients around the
clock including solving problems of inpatients and outpatients.

Admission Dept.:

This unit coordinates, prepares, and arranges reservations and admissions to

patients inside various medical divisions as per classification of cases (emergency,
urgent, and normal), which will achieve the ideal and maximum use of clinical
capacity . The visiting patients who were admitted into the hospital in the year
1428H totaled 23,387 patients.

Medical Records.:

This unit is involved in keeping and organizing medical records (files) of

outpatients and inpatients.

Social Work Dept.:

This unit is involved in providing assistance and help to some patients and their
families who have social, psychological, or financial problems. In this regard,
they recognize the patient and his/her circumstances and facilitating all problems
that may hamper process of recovery.

Educational Affairs:

The activities of this unit is represented in organizing training courses and

preparing educational programs, and development of manpower with the aim of
raising the level of performance and increase of productivity rates. One of its
tasks is to organize series of scientific forums, conferences, courses, and on-going
education programs for physicians, nurses, administration staff, support services
staff, resident physicians programs in various specialties, making available
educational opportunities in the fields of medical care to ministry of interior
employees and workers at the hospital, as well as organizing on-job training
intensive programs, preparing delegation to scholarship programs, and
preparing health education programs. Post graduate studies unit is responsible
for post graduate programs inside the hospital, and other training programs in
coordination with the related department. In addition, fellowship programs that
end with scientific degree, the department makes available training opportunity
to internship physicians and students of colleges of medicine and health institutes
and colleges for taking internship program inside the hospital. The hospital has
specialized library that contain group of essential references besides many
specialized medical and scientific periodicals. Email has been introduced to the
library in a way that will facilitate the process of research and exchanging
medical information with international medical centers. Furthermore, electronic
library has been set up with the provision of compact disks. Currently, a study is
performed in relation to expanding the library in order to provide better
services. Teaching unit organizes courses of various levels on English language,
medical terminology, and courses for preparing for English Language Test as a
foreign language besides organizing training courses on computer and
applications.

Human Resources Department:

This department works on attracting and appointment the most efficient human
resources to work in all specialties related to program management and
operation. Also, it applies policies and procedures that keep up rights of
employees and hospital together.
It updates work technique in a way that will correspond to modern techniques
and automatically related to external recruitment offices and all program
employees taking into account keeping information in strict confidentiality, and
reviewing job description and periodical updating of database and salary scale,
and organizational structure as it will be required by official channels.

Finance Department:

This Department performs all works related to budget and ideal use of the items
of such budget. Also, it prepares payrolls and monthly wages, and concludes
contracts of operation and maintenance and purchases. In addition, it makes
available all amounts of money required for procurement of all materials and
equipment.

Follow-up and Administrative Development:

 
The purpose of this department is to perform follow up and planning in order to
ensure the best levels of health care for ministry of interior employees and
families through planning and follow-up of all works related to operation.
Quality section belongs to this department. One of its tasks is the service of
successful operation of the hospital and reviewing policies and procedures of all
hospital departments through quality and participation in supervising all
projects to be performed at the hospital, and follow-up of carrying out
recommendations provided in minutes of meetings of main committees of the
hospital as well as performing procedures of researches and studies to serve the
hospital mission and objectives in addition to acting as consultative department
to hospital's management.

Public Relations:
 
Any department in this hospital shall have two interests. One of them is internal
and the other is external. Information department of the hospital will be
concerned with patients as an internal public in addition to its activities and
relations with parties outside the scope of the hospital. For achieving its
objectives and performance of its mission, Public relations resort to the ideal use
of all available media. In this regard, it participates in organizing scientific
courses and media coverage of the activities of forums and conferences and
scientific meetings and the visits made to the hospital for making known the
activities of the hospital that are worth media coverage, and preparing materials
of booklets, leaflets, and posters with the aim of education in various occasions as
well as participation in expositions and health education weeks, and issuance of
"health education" and performing procedures of researches and questionnaires
to know the patients' feedback on services rendered by the hospital.

Health Education:

This unit belongs to Public Relations Department. It participates in all health

education occasions, national and international occasions, and designing and
execution of materials related to such occasions. In addition, it organizes monthly
lectures held to educate inpatients and outpatients. It also, prepares many
printings related to various education items besides unit's participation in
issuance of booklets and leaflets related to international health education around
the year.

Communications & Mail:

This department is involved in providing services of communications to

inpatients and outpatients and security forces hospital employees.

Housing & Recreation:

 
This department provides the best of housing and recreational services to
security forces hospital employees.

Materials Department:

This department is involved in procuring and storing medical and non-medical

supplies required by the hospital. This department is composed of three units
(Store, Purchases, and Property).

Transportation Department:
This department is involved in providing transportation services to hospital's
employees and transporting them to airport, in addition to transportation
services to schools and shopping centers, and transporting patients to other
hospitals and health centers.

Cleaning and Laundry:

This department is involved in all operations and procedures that will keep the
hospital clean in the light of rationalization policy and ideal use of hospital
resources.

Central Disinfection and Sterilization:

 
This department is involved in applying policies and procedures related to
central disinfection and hospital sterilization.