Summer Training Report

On

GRIEVANCE HANDLING
(At FORTIS ESCORTS HOSPITAL, JAIPUR)

SUBMITTED IN PARTIAL FULFILLMENT TO

THE IIS UNIVERSITY

For the Degree of

MBA-Human Resource Management

(Department HRM & IB)
SUPERVISED BY: Dr. Mahima Rai
Asst. Professor
Dept. of HR/IB
The IIS University

SUBMITTED BY:Sharandeep kaur

MHRM(Sem. 3rd)
Enroll no.ICG/2011/12562

2011-2012

PREFACE

Human resource is life line of any industry. The human resources of an organization consist
of all people who perform its activities. HRM is the legal liaison between the organization
and the employees, they are to uphold the employment and safety laws as well as follow the
practices, which may differ within federal guidelines that the employer authorizes. In broader
terms, all decisions that affect the workforce of the organization concern the HRM function.
The summer training program is designed to give the future managers the feel of the
corporate happenings and work culture. These real life situation are entirely different from
the stimulated exercise enacted in an artificial environment inside the classroom and it is
precisely because of this reason that this summer training has been designed, so that
managers of tomorrow does not fill ill in the case when the times comes to shoulder
responsibilities. The summer training is a bridge between the institution and organization to
make us understand how theoretical knowledge will be applied in the practical field.
It was exactly in this context that I was privileged to join FORTIS ESCORTS HOSPITAL,
JAIPUR as a summer trainee. FORTIS ESCORTS is the Best Performing health care
facilities provider in India. The experience that I have gathered over the past 45 days has
certainly provided me with an orientation, which WE believe, will help me shoulder any
assignment successfully in future.

ACKNOWLEDGEMENT
It is with a deep sense of gratitude that I acknowledge the cooperation and support of Fortis
Escorts Hospital, Jaipur which gave me the unique privilege of completing my project by
visiting its premises for 45 days and provided me with an opportunity to interact with the
various personnel.
I am particularly grateful to Mr. Subrata Das, (Zonal Head-HR, and FEHJ). It was indeed
very gracious of him to spare his valuable time and to give an elaborate insight into the
functioning of the company as also to answer all my queries patiently. I sincerely express my
gratitude to him.
I am indeed indebted to MRS. NISHA C.D. KURUP (Deputy Manager Training &
Development) my corporate guide and Nidhibakshi (Deputy Manager HR), who gave her
valuable time and suggestion to me whenever needed. I am deeply gratified to the members of
HR department, Ms. Mahima Sharma (Coordinator), Ms.Niyati Arora (coordinator),
Mr.Ashok (executive) and Mr.Ashish for their time and constant support they gave from
their busy schedule which helped me to complete my project.
I am also thankful to rest of the staff of the hospital (administration staff, finance
dept.MRD etc) who assisted me directly or indirectly.
I also express my sincere gratitude to Dr. ANKITA GANGWAL (head of dept. of HR/IB)
and my supervisor Dr. MAHIMA RAI maam. And finally I must specially mention Prof.
M.K. SHARMA (Dean of COMMERCE AND MANAGEMENT) without their help,
support and guidance it would not have been possible for me to complete the project. I am
also thankful to my parents, friends who have directly or indirectly supported me and inspired
me in this project.
Thanking You,

Sharandeep Kaur

TABLE OF CONTENTS

S.No.

Topic

Page
No.

Cover page
Certificate
Preface
Acknowledgement
Chapter 1

Introduction

1-18

Chapter 2

Research Methodology

19-21

Chapter 3

Company Profile

22-30

Chapter 4

Data Analysis & Interpretation

31-41

Chapter 5

Findings and Suggestions

42

Chapter 6

Conclusion

43

Bibliography
Annexure (If Any)

CHAPTER -1
INTRODUCTION

GRIEVANCE
A grievance in the traditional sense of the world is typically defined as a complaint against an
employer by an employee for a contractual violation. Simply put, this means that an
employee has a problem with his/her employer and feel the problem is legitimate based on
the contract he/she has with the employer. However, not all grievances have to be contractual
grievances. Typically, labor unions have a grievance procedure by which they follow and the
process of tracking that grievance can take many forms.
Breach defines grievances as any dissatisfaction or feeling of injustice in connection with
ones employment situation that is brought to the notice of the management.

NEED FOR GRIEVANCE PROCEDURE

Grievance procedure is necessary for any organization due to the following reasons:
1. Most grievances seriously disturb the employees. This may affect their morale,
productivity and their willingness to cooperate with the organization.
2. It is not possible that all the complaints of the employees would be settled by
first-time supervisors, for these supervisors may not have had a proper training
for the purpose, and they may lack authority.
3. It serves as a check on the arbitrary actions of the management because
supervisors know that employees are likely to see to it that their protest does
reach the higher management.
4. It serves as an outlet for employees gripes, discontent and frustration. The
employees are entitled to legislative, executive and judicial protection which
also acts as a means of upward communication.

CAUSES OF GRIEVANCES
The causes of employee grievance include:
1.
2.
3.
4.
5.
6.
7.

Complaint about the incentive systems

Objections to the general methods of supervision
Promotions
Transfer for another department or another shift
Non-availability of material in time
Improper job assignment
Undesirable or unsatisfactory conditions of work
1

EFFECTS OF GRIEVANCES
Grievance, if they are not identified and redressed, may affect adversely the workers,
managers and their organization. The effects include:
1. ON PRODUCTION:
Low quality of production
Low quality of production and productivity
Increase in the wastage of material, spoilage/leakage of machinery
Increase in the cost of production per unit
2. ON EMPLOYEES:
Increase in the rate of absenteeism and turnover
Reduces the level of commitment, sincerity and punctuality
Increase the incidence of accidents
Reduces the level of employee morale.
3. ON MANAGERS:
Strains the superior-subordinate relations
Increase the degree of supervision, control and follow up
Increase in disciplinary action cases
Increase in unrest and, thereby, machinery to maintain industrial peace.

BENEFITS OF A GRIEVANCE HANDLING PROCEDURE

It encourages employees to raise concerns without fear of reprisal.

It provides a fair and speedy means of dealing with complaints.
It prevents minor disagreements developing into serious disputes.
It saves employers time and money as solution are found for workplace problems
It helps to build an organizational climate, based on openness and trust.

OBJECTIVES OF GRIEVANCE HANDLING PROCEDURE

To clarify the nature of grievance
To investigate the reasons for dissatisfaction
To obtain, where possible, a speedy resolution to the problem.
To take appropriate actions and ensure that promises are kept.
2

KEY FEATURES OF A GOOD GRIEVANCE HANDLING

PROCEDURE
Torrington and hall refer to four key features of a grievance-handling procedure;

Fairness
Fairness is needed not only to be just but also to keep the procedure viable, for if employees
develop the belief that the procedure is only asham, then its value will be lost, and the other
means sought to deal with the grievances. This also involves following the principles of
natural justice, as in the case of a disciplinary procedure.
Facilities for Representation
Representation, e.g. by a shop [steward; can be of help to the individual employee who lacks
the confidence or experience to take on the management single-handedly. However, there is
also the risk that the presence of the representative produces a defensive management
attitude, affected by a number of other issues on which the manager and shop steward may be
at loggerheads.
Procedural Steps
Steps should be limited to three. There no value in having more just because there are more
levels in management hierarchy. This will only lengthen the time taken to deal with matters
and will soon bring the procedure into disrepute.
Promptness
Promptness is needed to avoid the bitterness and frustration that can come from delay. When
an employee goes into procedure, it is like pulling the communication cord in the train. The
action is not taken lightly and it is in anticipation of a swift resolution. Furthermore, the
manager whose decision is being questioned will have a difficult time until the matter is
settled

ESSENTIAL PREREQUISITES OF A GRIEVANCE PROCEDURE

Every organization should have a systematic grievance procedure in order to redress the
grievances effectively. As explained above, unattended grievances may culminate in the form

of violent conflicts later on. The grievance procedure, to be sound and effective, should
possess certain prerequisites:

Conformity with statutory provisions: Due consideration must be given to the prevailing
legislation while designing the grievance-handling procedure.
UN ambiguity; every aspect of the grievance handling procedure should be clear and
unambiguous. All employees should know whom to approach first when they have a
grievance, whether the complaint should be written or oral, the minimum time in which the
redressal is assured, etc. The redressing official should also know the limits within which he
can take the required action.
Simplicity: The grievance handling procedure should be simple and short. If the procedure is
complicated it may discourage employees and they may fail to make use of it in a proper
manner.
Promptness: The grievance of the employee should be promptly handled and necessary
action must be taken immediately. This is good for both the employer and management,
because if the wrongdoer is punished late, it may affect the morale of other employees as
well.
Training: The supervisors and the union representatives should be properly trained in all
aspects of grievance-handling beforehand, or else it will complicate the problem.
Follow up: The Personnel Department should keep track of the effectiveness and the
functioning of grievance handling procedure and make necessary changes to improve it from
time to time

PROCEDURE OF REDRESSAL OF GRIEVANCE

b
o
T
m
a
n
tid
e
g
lR
M
u
p
rs
F
U
v
A

Grievance Redressal Procedure

Every organization requires a permanent procedure for handling employee grievance.
Grievance handling procedure is a formal process of settling grievance and it usually consists
of a number of steps arranged in a hierarchy. The number of these steps may vary with size of
the organization. In small organizations, grievance procedure may consist of only two steps
while in big organizations there may be five or six steps.

As shown in the figure, the front line supervisor is given the first opportunity to handle
grievances. If the company is unionized, a representative of the trade union also joins the
supervisor in handling the grievance. This step is essential for preserving the supervisors

authority. But all grievances cannot be settled here because they may be beyond the authority
and competence of the supervisor. In the second step, the human resource officer or some
middle level executive along with a high level union officer attempt to tackle the grievance.
In the third step, the top management and top union leader sit together to settle grievances
involving companywide issues. If the grievance remains unsettled it is referred to an outside
arbitrator for redressal.

Advantage of a Grievance Procedure

Grievances are natural in any organization. These should be solved as early as possible;
otherwise they can create serious problems for the organizations, the industry and society. A
systematic procedure should, therefore, be developed to settle all grievances. Such a
procedure provides the following benefits:

It brings grievances into the open so that management can know them and take
necessary action to settle them.
It helps in preventing grievances from assuming dangerous proportion .Management
can solve a grievance before it becomes a dispute. It is an orderly and expeditious
means for redressal of grievances.
It enables the management to know the attitudes and feelings of employee concerning
the policies, rules and practices of the organization.
It provides the workers a formal opportunity for expressing their fears, anxiety and
dissatisfaction.
Such release of emotions helps to improve the morale and productivity of employees.
It helps to maintain cordial relations in the industry. It brings uniformity inthe
handling of grievances.
It also stimulates confidence in employees and builds a sense of security among them.
It enables both the parties to settle the grievances to their mutual satisfaction.
It serves as a check upon arbitrary and biased action on the part of management.
Managers know that their actions can be reviewed and challenged and, therefore,
become more careful.

GUIDELINES
When processing grievances, there are several important guidelines to consider:

 Check the grievant title and employment status to determine if he / she are included in
a union eligible classification.
Note the supervisors respondent obligation under the grievance procedure.
Review the requested solution to the grievance. Determine if the relief sought is
beyond a supervisors authority to grant.
Review all policies or other information related to the grievance.
Conduct a thorough investigation of the allegations.
Prepare a written response including the reason for the decision and provide
a copy to the grievant.
Grievance materials should be maintained in a separate file from either personnel files
or records.

PRECAUTIONS AND PRESCRIPTIONS

The management should take care of following aspects to develop a culture of trust and
confidence upon the employees.
Always ensure that the managers involved in the grievance handling procedures have
a quiet place to meet with the complaint.
Always ensure that managers have adequate time to be devoted to the complaint.
Explain managers role, the policy and the procedures clearly in the grievance
handling procedure.
Fully explaining the situation to the employee to eliminate any misunderstanding and
promote better acceptance of the situation complained of.
Try to let employee present their issues without prejudging or commenting.
Do use a positive, friendly ways to resolve the crisis than punitive steps, which disturb
the system
Do remain calm, cool, collected during the course of the meeting
Always focus on the subject of the grievance than allied issues
Dont make threats manage the grievance
Never make use of allegations against personalities
Listen and respond sensitively to any distress exhibits by the employees.
All parties are heard and those who have had complaints made against others are
given an opportunity to respond.
7

STEPS IN THE GRIEVANCE PROCEDURE

Identify grievances: Employee dissatisfaction or grievance should be identified by the

management if they are not expressed. If they are ventilated, management has to promptly
acknowledge them.

Define correctly: The management has to define the problem properly and accurately after it
is identified acknowledged.
Collect Data: Complete information should be collected from all the parties relating to the
grievance. Information should be classified as facts, data, opinions, etc.
Prompt redressed: The grievance should redressed by implementing the solution.
Implement and follow up: The Implementation of the solution must be followed up at every
stage in order to ensure effective and speedy implementation

GRIEVANCE MANAGEMENT IN INDIAN INDUSTRY

At present, there are three legislations dealing with the grievances of employees working in
industries. The Industrial Employment (Standing Orders) ACT, 1946, REQUIRES
THATEVERY ESTABLISHMENT EMPLOYING 100 OR MOREWORKERS SHOULD
FRAME STANDING ORDERS. These should contain, among other things, a provision for
redresses of grievances of workers against unfair treatment and wrongfu7lactions by
employer or his agents. The Factories Act, 1948, provides for the appointment of a Welfare
Officer in every factory ordinarily employing 500 or more workers. These Welfare Officers
also look after complaints and grievances of workers. They will look after proper
implementation of existing labor legislation. Besides, individual disputes relating to
discharge, dismissal or retrenchment can be taken up for relief under the Industrial Disputes
Act, 1947, as amended in 1965.
However, the existing labor legislation is not being implemented properly by employers.
There is a lack of fairness on their part. Welfare Officers have also not been keen on
protecting the interests of workers in the organized sector. In certain cases, they are playing a
dual role. It is unfortunate that the public sector, which should set up an example for the
private sector, has not been implementing labor laws properly. In India, a Model Grievance
Procedure was adopted by the Indian Labor Conference in its 16th session held in 1958. At
present, Indian Industries are adopting either the Model Grievance Procedure or procedures
formulated by themselves with modifications in Model Grievance Procedure. In other words,
the grievance procedures are mostly voluntary in nature.
8

INTRODUCTION TO HEALTHCARE INDUSTRY

The health care industry, or medical industry, is a sector within the economic system that
provides

goods

and

services

to

treat

patients

with curative, preventive, rehabilitative, palliative, or, at times, unnecessary care. The modern
health care sector is divided into many sub-sectors, and depends on interdisciplinary teams of
trained professionals and paraprofessionals to meet health needs of individuals and
population. Health care segment provides employment openings to many individuals directly
associated with the health care sector or other associated sectors, related to the health care
industry in some way or the other. . Businesses dealing in health care add to the already
existing economy by buying utility programs, by paying.

WHAT IS HEALTH CARE?

Health care is the diagnosis, treatment, and prevention of disease, illness, injury, and other
physical and mental impairments in humans. Health care is delivered by practitioners in
medicine, chiropractic, dentistry, nursing, pharmacy, allied health, and other care providers. It
refers to the work done in providing primary care, secondary care and tertiary care, as well as
in public health.
Access to health care varies across countries, groups and individuals, largely influenced by
social and economic conditions as well as the health policies in place. Countries and
jurisdictions have different policies and plans in relation to the personal and population-based
health care goals within their societies. Health care systems are organizations established to
meet the health needs of target populations. Their exact configuration varies from country to
country. In some countries and jurisdictions, health care planning is distributed among market
participants, whereas in others planning is made more centrally among governments or other
coordinating bodies. In all cases, according to the World Health Organization (WHO), a wellfunctioning health care system requires a robust financing mechanism; a well-trained and
adequately-paid workforce; reliable information on which to base decisions and policies; and
well maintained facilities and logistics to deliver quality medicines and technologies.
9

The health care industry incorporates several sectors that are dedicated to providing health
care services and products. As a basic framework for defining the sector, the United Nations'
International Standard Industrial Classification categorizes health care as generally consisting
of hospital activities, medical and dental practice activities, and "other human health
activities". The last class involves activities of, or under the supervision of, nurses, midwives,
physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health
facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy,
medical massage, yoga therapy, music therapy, occupational therapy, speech therapy,
chiropody, homeopathy, chiropractics, acupuncture, etc.
The Different Segments of the Healthcare Industry
Service Segment
The first segment of the healthcare industry is composed of service occupations. Service
workers often have direct interaction with patients and provide them personal care and
assistance.
Nursing assistants and home health aides provide basic personal services to the ill, injured,
disabled or elderly either at home or at institutions. Other occupations in this segment include
dental assistants and medical assistants who perform basic secretarial tasks to help doctors,
nurses and patients alike.
According to the Bureau of Labor Statistics personal and home care aides earn an average of
$8.54 per hour, home health aides earn an average of $9.34 per hour and nursing aides,
orderlies and attendants earn an average of $10.67 per hour.
Paraprofessional Segment
The paraprofessional segment includes healthcare workers who work directly with
professionals such as nurses, doctors and surgeons and assist in formulating diagnoses and
treatment plans. These workers sometimes operate technical equipment and help
professionals perform major medical procedures.
This segment is one of the fastest growing in the healthcare industry and also covers a large
amount of occupations. Various medical technicians, medical records and health information
specialists and dental hygienists are just a few of the areas in the paraprofessional segment.
10

Medical technicians comprise the largest portion of paraprofessionals, and there are many
different types of medical technicians. For instance:
1. Cardiovascular technicians perform the initial scans, such as echocardiograms, of
cardiac or venous structures for doctors and nurses to review.
2. Dialysis technicians are trained to operate dialysis equipment and thus help save the
lives of patients with failing kidneys.
3. Emergency Medical Technicians (EMTs) usually work on ambulances and are
responsible for the safe transport of patients.
4. Medical lab technicians perform necessary test on blood, body fluids and skin
samples.
5. Radiology and Ultrasound technicians are trained operators of the equipment
required to perform CAT scans, MRIs, ultrasounds and other x-rays.
6. Surgical technicians work directly in the operating room, preparing patients for
surgery and assisting during the actual procedure.
According to the Bureau of Labor Statistics Medical assistants and Medical Technicians earn
an average of $12.64 per hour.
Professional Segment
Professional occupations within the healthcare field include physicians and surgeons,
dentists, nurses, social workers, and physical therapists.
Nurses comprise the largest portion of professional healthcare workers. Nurses are needed in
almost every medical clinic or institution and work in almost all areas; from the ER to the
pediatrics the options are nearly endless. However, there are different types of nurses that
require different levels of training and education.

11

INDUSTRY ORGANIZATION
The health care industry consists of the following eight segments:
Hospitals
Hospitals provide complete medical care, ranging from diagnostic services, to surgery, to
continuous nursing care. Some hospitals specialize in treatment of the mentally ill, cancer
patients, or children. Hospital-based care may be on an inpatient (overnight) or outpatient
basis. The mix of workers needed varies, depending on the size, geographic location,
goals, philosophy, funding, organization, and management style of the institution. As
hospitals work to improve efficiency, care continues to shift from an inpatient to
outpatient basis whenever possible. Many hospitals have expanded into long-term and
home health care services, providing a wide range of care for the communities they serve.
Nursing and residential care facilities
Nursing care facilities provide inpatient nursing, rehabilitation, and health-

related

personal care to those who need continuous nursing care, but do not require hospital
services. Nursing aides provide the vast majority of direct care. Other facilities, such as
convalescent homes, help patients who need less assistance. Residential care facilities
provide around-the-clock social and personal care to children, the elderly, and others who
have limited ability to care for themselves. Workers care for residents of assisted-living
facilities, alcohol and drug rehabilitation centers, group homes, and halfway houses.
Nursing and medical care, however, are not the main functions of establishments
providing residential care, as they are in nursing care facilities.
Offices of physicians
About 37 percent of all health care establishments fall into this industry segment.
Physicians and surgeons practice privately or in groups of practitioners who have the
same or different specialties. Many physicians and surgeons prefer to join group practices
because they afford backup coverage, reduce overhead expenses, and facilitate
consultation with peers. Physicians and surgeons are increasingly working as salaried
employees of group medical practices, clinics, or integrated health systems.

12

Offices of dentists
About 1 out of every 5 health care establishments is a dentists office. Most employ only
a few workers, who provide preventative, cosmetic, or emergency care. Some offices
specialize in a single field of dentistry such as orthodontics or periodontics.
Home health care services
Skilled nursing or medical care is sometimes provided in the home, under a physicians
supervision. Home health care services are provided mainly to the elderly. The
development of in-home medical technologies, substantial cost savings, and patients
preference for care in the home have helped change this once-small segment of the
industry into one of the fastest growing parts of the economy.
Offices of other health practitioners
This segment of the industry includes the offices of chiropractors, optometrists,
podiatrists, occupational and physical therapists, psychologists, audiologists, speechlanguage pathologists, dietitians, and other health practitioners. Demand for the services
of this segment is related to the ability of patients to pay, either directly or through health
insurance. Hospitals and nursing facilities may contract out for these services. This
segment also includes the offices of practitioners of alternative medicine, such as
acupuncturists, homeopaths, hypnotherapists, and naturopaths.
Outpatient care centers
The diverse establishments in this group include kidney dialysis centers, outpatient
mental health and substance abuse centers, health maintenance organization medical
centers, and freestanding ambulatory surgical and emergency centers to the medical
profession or directly to patients following a physicians prescription. Workers may
analyze blood, take x rays and computerized tomography scans, or perform other clinical
tests. Medical and diagnostic laboratories provide the fewest number of jobs in the health
care industry.
Other ambulatory health care services
This relatively small industry segment includes ambulance and helicopter transport
services, blood and organ banks, and other ambulatory health care services, such as
pacemaker monitoring services and smoking cessation programs.
13

Medical and diagnostic laboratories

Medical and diagnostic laboratories provide analytic or diagnostic services made many new
procedures and methods of diagnosis and treatment possible. Clinical developments, such as

infection control, less invasive surgical techniques, advances in reproductive technology, and
gene therapy for cancer treatment, continue to increase the longevity and improve the quality
of life of many Americans. Advances in medical technology also have improved the survival
rates of trauma victims and the severely ill, who need extensive care from therapists and
social workers as well as other support personnel.
In addition, advances in information technology continue to improve patient care and worker
efficiency with devices such as hand-held computers that record notes on each patient.
Information on vital signs and orders for tests are transferred electronically to a main
database; this process eliminates the need for paper and reduces record keeping errors.
Cost containment also is shaping the health care industry, as shown by the growing emphasis
on providing services on an outpatient, ambulatory basis; limiting unnecessary or low-priority
services; and stressing preventive care, which reduces the potential cost of undiagnosed,
untreated medical conditions. Enrollment in managed care programs predominantly preferred
provider organizations, health maintenance organizations, and hybrid plans such as point-ofservice programscontinues to grow. These prepaid plans provide comprehensive coverage
to members and control health insurance costs by emphasizing preventive care. Cost
effectiveness also improved with the increased use of integrated delivery systems, which
combine two or more segments of the industry to increase efficiency through the streamlining
of functions, primarily financial and managerial. These changes will continue to reshape not
only the nature of the health care workforce, but also the manner in which health care is
provided.
Working Environment:
Average weekly hours of nonsupervisory workers in private health care varied among the
different segments of the industry. Workers in offices of dentists averaged only 27.4 hours per
week in 2008, while those in psychiatric and substance abuse hospitals averaged 35 hours,
compared with 33.6 hours for all private industry.
14

Many workers in the health care industry are on part-time schedules. Part-time workers made
up about 20 percent of the healthcare workforce as a whole in 2008, but accounted for 37
percent of workers in offices of dentists and 32 percent of those in offices of other health

practitioners. Many healthcare establishments operate around the clock and need staff at all
hours. Shift work is common in some occupations, such as registered nurses. It is not
uncommon

for

healthcare

workers

hold

more

than

one

part-time

job.

In 2008, the incidence of occupational injury and illness in hospitals was higher than the
average for private industry overall. Nursing care facilities had an even higher rate.
Healthcare workers involved in direct patient care must take precautions to prevent back
strain from lifting patients and equipment; to minimize exposure to radiation and caustic
chemicals; and to guard against infectious diseases. Home care personnel and other
healthcare workers who travel as part of their job are exposed to the possibility of being
injured in highway accidents. India is one of the world's most lucrative healthcare markets,
and is expanding rapidly, according to latest findings by a report published in February 2012,
by market research firm RNCOS. India is the most competitive destination with advantages
of lower cost and sophisticated treatments, according to RNCOS report titled Indian
Healthcare - New Avenues for Growth'. The report further highlighted that several key trends
are backing the growth of India's healthcare sector. Of these, medical city is relatively a new
concept that offers immense growth opportunities. Likewise, there is a huge potential for day
care surgeries. Almost 60 per cent of all surgeries can be done in a day care mode as the
current infrastructure supports.
India will witness the largest number of mergers and acquisitions (M&A) in the
pharmaceutical and healthcare sector, according to consulting firm Grant Thornton. A survey
conducted across 100 companies has revealed that a fourth of the respondents were optimistic
about acquisitions in the pharmaceutical sector.

15
Market Size

The hospital and diagnostic centre in India has attracted foreign direct investment (FDI)
worth US$ 1,183.04 million, while drugs & pharmaceutical and medical & surgical
appliances industry registered FDI worth US$ 9,170.24 million and US$ 514.08 million
respectively, during April 2000 to January 2012, according to the data provided by
Department of Industrial Policy and Promotion (DIPP).
Trends and Investments

Sovereign fund Government of Singapore Investment Corporation (GIC) has picked

up a minority stake in Vasan Healthcare Enterprise, an eye care chain, for US$ 100
million. Vasan will use the funds to "expand rapidly in new geographies, besides look
at acquisitions," as per A M Arun, Chairman, Vasan

Ranbaxy has announced the opening of its new manufacturing facility at Casablanca,
Morocco. "Morocco is one of the important markets and this manufacturing facility
further reinforces our commitment to the people of Morocco and the African
continent," according to Mahindra Bhardwaj, Head, Ranbaxy (Africa)

Ranbaxy Laboratories Ltd announced that it has launched the generic versions of
cholesterol reducing drug - Atorvastatin, in Italy, Sweden and the Netherlands. With
sales worth US$ 377 million, it is the largest selling pharmaceutical product in Italy.
The market size for Atorvastatin in the Netherlands is US$ 164.4 million and in
Sweden US$ 55 million

Dubai-based DM Healthcare has opened a multi-specialist hospital in Kolhapur in

Maharashtra. The Aster-Aadhar Hospital, a joint venture (JV) between DM
Healthcare and Aadhar Hospital, is a 175 bed facility and is equipped with complete
spectrum of healthcare amenities and infrastructure. A Medicate in Kochi, estimated
to cost Rs 1,500 crore (US$ 2.98 million), is part of the expansion plans

Halcyon Finance and Capital Advisors Pvt Ltd has bought management and
development rights of an under construction super specialty hospital in Delhi, India,
for Rs 375 crore (US$ 74.4 million). Halcyon plans to develop a 700 bed facility and
will also provide allied healthcare activities such as research and medical education at
the hospital.

16

The urology and laparoscopy chain, RG Stone Hospital, would invest Rs 120 crore
(US$ 23.81 million) in Uttar Pradesh (UP) over the next two years to set up a chain of
hospitals across the country. "We would provide reliable and affordable treatment
available in the state," according to Baldev Raj, Country Head, RG Stone Urology
and Laparoscopy Hospital

With an intention to increase their foothold in the US healthcare market, Wipro

Technologies has launched its NextGen Care Management solution. The solution
enables physicians to drive patient participation in devising a personalized care plan
with defined care goals, treatment plan and health improvement activities

Apollo Hospitals plans to set up a second hospital in Bangladesh, at the port city of
Chittagong, through a local partner. The 300 bed project is expected to be on steam in
two years. Apollo Hospitals has participated in a similar tele-medicine initiative in 24
countries in Africa and runs 120 video conferencing hubs, mostly in India and a few
in Mauritius, Maldives, parts of West Asia, Sri Lanka and others, to take healthcare to
the patient's doorstep, according to Sangita Reddy, Executive Director, Operations,
Apollo Group of Hospitals

Bio-pharmaceutical and health science sector representatives from the UK are willing
to expand partnerships with Indian companies, as per Ian Felton, British Deputy High
Commissioner, Bengaluru

Pharmaceutical majors such as Novartis, GlaxoSmithKline, Pfizer, Ranbaxy and

Aventis are keen to emulate the consumer industry's success in the hinterland.
Novartis educates 6 million villagers in a year on health under the banner of
ArogyaPariva

GROWTH: Health care industry plays an important part in the economy of a country. The
health care industry determines the GDP or the gross domestic product of any country. It also
determines exports status, employment, capital investment etc. Health care segment provides
employment openings to many individuals directly associated with the health care sector or
other associated sectors, related to the health care industry in some way or the other. Efforts

are usually made to keep the dollars rolling within the country economic set up. Businesses
dealing in health care adds to the already existing economy by buying utility programs, by
paying taxes for property etc.,.
17
The health care industry consists of the following:

Dentists and doctors

Protective care and nursing

Pharmacies

Allied medical, health services

Hospitals

The present era is likely to be dominated by expansion of demands in the market, increasing
prices and increasing awareness among the customers. Such changes will trigger a change in
the health care industry scenario for the better. The year of 1990 witnessed a sluggish rate of
growth, the health expenses per capita marked an all time low. The sluggish nature could be
due to the fact that several health programs were implemented efficiently.
With the invention of latest technological developments, the world health care industry is
catching up with the other leading industries of the world. World health care industry is one
of the largest industries catering to the medical needs of innumerable people around the
globe. Statistics show that in the year 2004, employment provided by the health care industry
accounted for 13.5 million job opportunities. Out of the 13.5 million jobs, some of the people
opted for self employment while others remained salaried workers related to the health care.
It has been predicted that between 2004 through 2014, increase in the health care jobs would
be by approximately 19% or as many as 3.6 million job opening would be produced.

18

CHAPTER -2
RESEARCH METHODOLOGY

In everyday life human being has to face many problems viz. social, economical,
financial problems. These problems in life call for acceptable and effective solutions and for
this purpose, research is required and a methodology applied for the solutions can be found
out. Research was carried out at FEHJ to find out the GRIEVANCE HANDLING
Research Methodology is a way to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically.
PURPOSE OF RESEARCH
The purpose of research is to discover answers through the application of scientific
procedures.
AIM OF RESEARCH
To identify, describe and produce an analysis of the interacting factors which influence the
learning choices of adult returners, and to develop associated theory.

Nature of research:
The nature of research is Descriptive. Descriptive research includes surveys and fact finding
enquiries of different kinds. The major purpose of descriptive research is description of the state
of affairs as it exists at present. The methods of research utilized in descriptive research are
survey methods of all kinds, including comparative and correlation methods.

Objectives of the study:

The primary objective of our study is to find out the effectiveness of grievance handling
mechanism in the organization between the employees at FORTIS ESCORTS HOSPITAL,
JAIPUR.

19
Secondary objectives are:
To know whether the employees are satisfied with the steps taken by the
organization in response to their complaint, if any.
To identify whether the employees are aware of the grievance handling
procedure.
The aim of the study is to find whether the grievance handling mechanism
ensures that employees problem are recognized and appropriately reviewed in
a prompt and timely manner.
The grievance mechanism acts as a foundation for a harmonious and healthy
relationship between employee and employer.

DATA COLLECTION METHOD

Data was collected using Questionnaire. This method is quite popular in case of big enquires.
Private individuals, research workers, private and public organizations and even government
are adopting it. A questionnaire consists of a number of question involves both specific and
general question related to Grievance Handling.

Sources of data
The two sources of data collection are namely primary & secondary.
Primary Data:
Primary data are fresh data collected through survey from the employees using questionnaire.
Secondary Data

Secondary data are collected from books and internet.

Method of Sampling:
Sampling: Sampling may be defined as the selection of some part of an aggregate or totality
on the basis of which a judgment or inference about the aggregate or totality is made. In other
words, it is the process of obtaining information about an entire population by examining
only a part of it.

20
Universe: It is the set of objects to be studied. The universe can be finite or infinite. In finite
universe the number of items is certain, but in case of infinite universe the numbers of items
are infinite. In our study the universe is finite i.e. All the employees of Fortis Escorts
contributes the universe.
Sample Size: Sample refers to the number of items to be selected from the universe. In our
study the sample size is 75 i.e. 25 Doctors, 25 Nurses and 25 Non Medical Staff.
Sampling Procedure: The technique to be used in selecting the items from the sample is the
sampling procedure. The sampling procedure used in our study is Cluster Random Sampling.
Cluster Sampling involves grouping the population and then selecting the groups or clusters
rather than individual elements for inclusion in the sample. In our study three clusters are
made i.e. of doctors, nurses and the non medical staff and out of these 25 doctors , 25 nurses
and 25 non medical staff is chosen randomly for the study.
Statistical Tools:
For the analysis and interpretation of the data we have used Percentages and the data has been
represented through the Bar Diagrams. Since the study involves the hypothesis so t - test has
been used to show the impact of employees overall awareness on employees satisfaction.

Limitations:
1) The data was collected through questionnaire. The responses from the respondents may
not be accurate.
2) The sample taken for the study was only 75 so the results drawn may not be accurate.
3) Since the organization has strict control, it acts as another barrier for getting data.

4) Limited time span of the project was another limitation.

5) It is human tendency to choose average over extremity.

21

CHAPTER-3
COMPANY PROFILE

Fortis is Indias fastest growing healthcare delivery service providers. Fortis Group was
established in November 2005, by Late. Mr. Parvinder Singh (Founder Fortis
Foundation). Fortis Healthcare has been established with a vision to become a global leader
in the field of integrated healthcare. Its first unit was established at Mohali. From the day
Fortis group is a leading hospital in India. Fortis Healthcare has been established with a
vision to become a global leader in the field of integrated healthcare.

It is one of the fastest growing integrated healthcare providers with multi-vertical presence
that touches millions of lives across 10 countries including Australia, Canada, Dubai, Hong
Kong, India, Mauritius, New Zealand, Singapore, Sri Lanka and Vietnam. It forms one of the
largest delivery networks in the Asia Pacific region.
Fortis Healthcare has multi-vertical presence in emerging markets in different healthcare
verticals ranging from primary healthcare, day care speciality healthcare, hospitals, dental
clinics and diagnostics. Today, its combined network comprises over 75 hospitals with more
than 12,000 beds, 580 primary care centres, 188 day care speciality centres, 190 diagnostic
centres and a talent pool of over 4,000 doctors and 23,000 employees making it amongst the
largest integrated healthcare delivery networks in Asia Pacific. Among its assets, Fortis
Healthcare International owns Quality Healthcare Ltd, the largest primary care network in
Hong Kong; Dental Corporation Pty Ltd, the largest dental care network in Australia and
New Zealand; Fortis Speciality Hospital, an under construction speciality hospital in

Singapore; a stake in 350 bed Lanka Hospitals Corporation, Sri Lankas largest super
speciality hospital, and the largest private pathology diagnostics laboratory in UAE; and
holds majority stake in Hoan My Medical Corporation, one of Vietnams largest private
healthcare provider groups.
This integration will unlock multiple synergies in growth, talent, medical verticals and cost
efficiencies. Its ability to service a wider spectrum of patient population will also give it a
unique proposition as a healthcare provider of choice in the region. Its large pool of
experienced clinical and managerial talent, under the guidance of a strong global
management team, will help to cross-pollinate knowledge and capabilities across the
enterprise.
22
Fortis Escorts Heart Institute, formerly known as Escorts Heart Institute and Research
Centre, a pioneer in the field of fully dedicated cardiac care facility in India is a Fortis (Fortis
Healthcare Ltd.) network hospital.
Fortis Escorts Heart Institute has set benchmarks in cardiac care with its path breaking work
over the past 22 years. Today, it is recognized world over as a centre of excellence providing
the latest technology in Cardiac Bypass Surgery, Minimally Invasive Surgery (Robotics),
Interventional Cardiology, Non-invasive Cardiology, Pediatric Cardiology and Pediatric
Cardiac Surgery.
The hospital is backed by the most advanced laboratories performing complete range of
investigative tests in the field of Nuclear Medicine, Radiology, Biochemistry, Hematology,
Transfusion Medicine and Microbiology.
Fortis Escorts Heart Institute has a vast pool of talented and experienced team of doctors,
who are further supported by a team of highly qualified, experienced & dedicated support
staff & cutting edge technology like the recently installed Dual CT Scan. Currently, more
than 200 cardiac doctors and 1600 employees work together to manage over 14,500
admissions and 7,200 emergency cases in a year. The hospital today has an infrastructure
comprising of around 272 beds (it currently enjoys 100% occupancy rate), 5 Cath Labs
besides a host of other world-class facilities.

23
Milestones:

COMPREHENSIVE ADVANCED FACILITIES

Under one roof ensuring quality medical treatment at FEHJ are most comprehensive facilities
available which include high and diagnostic equipments 64 slice, CT scan machine ,touch
screen monitors world class dialysis facilities and flat panel path lab to
SPECIALITY
Fortis escorts hospital Jaipur is a super specialty hospital backed by multi specialty.

24
SUPER-SPECIALITY
a.

Cardiology and cardiac surgery

b.

Gastro intestinal diseases

c.

Neuro sciences

d.

Renal sciences

MULTI-SPECIALITY
a.

Anesthesia

b.

Critical care

c.

Dental, cosmetic and plastic surgery

d.

Dermatology

e.

Dietetics and endocrinology

f.

ENT

g.

General surgery

h.

Gynecology and obstetrics

i.

Internal medicine

j.

Orthopedics and joint replacement

k.

Pediatrics and neon logy

l.

Physiotherapy and preventive health check

m.

Psychiatry

n.

Pulmonary medicine

o.

Radiology

FACILITIES
a.

24 hour Blood Bank

b.

24- hour Ambulance Service

c.

24- hour Chemist Shop

d.

Cafeteria

e.

EPABX No. 0141- 2547000

f.

Emergency number: 0141- 2547009

g.

Website: www.fortishealthcare.com

h.

ATM

INTERNATIONAL PARTNERS
Fortis Healthcare is affiliated with some of the worlds best in the fields of infrastructure,
technology, and medical treatments to deliver world class healthcare services in the region.
We continuously strive to provide the hassle-free healthcare services to our patients from all
over the world. In order to make your treatments seamless, over the years Fortis Healthcare
has developed alliance with the top-notch global service providers in the fields of healthcare,
insurance, medical tourism, travel, and other sectors. We are pleased to consider the
companies listed below as Fortis Healthcare Partners. Our alliance with our international
partners ensures seamless healthcare coverage for members while living, studying or
traveling throughout India and in the Asia-pacific region. Our alliance with the service
provides will facilitate the timely access to world-class healthcare services, medical expertise,
and other healthcare related services.
CORPORATE SERVICES
Healthy employees contribute to a healthy business. The healthcare delivery services in the
top hospitals are specially designed to suit employee needs. All patient records are accessible
at all the hospitals across India so that employees can access healthcare services at the centre
most convenient to them, choosing from a wide network of our group. it offers a wide range
products and services to suit your companys needs.
1. OPD Services - the network of top hospitals in North India offer special packages to
corporate employees and their dependants on the OPD facilities listed below:
a. Doctor consultations
b. Pathological investigations
25
c. Radiological diagnostics such as X-Rays, CT scan, MRI, Ultrasound, Mammography
d. Non-invasive cardiology like ECG, Echo, TMT, Halter etc.
e. Neurology investigations such as EEG, EMG etc. and Physiotherapy

2. In-patient Admissions (IPD-related services) - Employees of empanelled corporate are

given special offers on all multi- specialty procedures/surgeries and on room rent
3. Ambulance Facility - This facility can be availed of in times of emergency. Dependants of
members

may

also

be

eligible

for

these

facilities.

4. Health Awareness Lectures/ Workshops Awareness workshops and sessions are

organized by eminent faculty members on diverse topics at various hospital units as well as
the corporate premises with the intention of promoting a sense of well-being.
5. Executive Health Check Up
6 .Health Checkup Camps
7. Blood Donation Camps

FORTIS FOUNDATION:
Social responsibility at Fortis Healthcare has always been focused on a systematic and
sustained engagement with community at large. Social initiatives at Fortis are based on their
core competency. Since 2005, Fortis through FORTIS FOUNDATION is committed
towards providing healthcare for the socially marginalized and deprived sections of the
society, creating awareness about health, environment and educational concerns. They not
only make their programs efficient, but also ensure that they are sustainable and relevant to
those meant to benefit from them. The vision of Fortis Foundation is, to create a high quality,
compassionate healthcare awareness, prevention and support system for the underprivileged
sections of the society. Fortis VIRTUOUS values are not only manifest in their long term
objectives but also shape and determine Fortis Foundations day to day activities and
interactions both within the organization and with the community at large.

26
TELEMEDICINE:
Fortis Healthcare (India) has built a tele-medicine network, which connects each of its
facilities, so expert care is never out of reach. In addition, Fortis Healthcare (India) facilities
are also working with both private and public partners in the Indian Healthcare industry to
provide Super Specialty and quality healthcare services.

Fortis Healthcare (India) provides services covering ICU Management, ER Management,

OPD Management, Radiology Reporting, Pathology Reporting as well as Training and
Education Opportunities.
Utilizing our strong HIS backbone, and PACS technology, we are able to seamlessly transmit
patient information in a secure and confidential environment. The use of tele-medicine has
provided a much-needed boost to the Indian Healthcare sector. It has also allowed our
network to expand its presence by extending quality healthcare treatment to the remote areas
of Northern India as well as overseas
RESEARCH:
At Fortis Healthcare, they believe in continuous learning, innovation and improvement. They
encourage medical practitioners and healthcare experts for medical research and studies. For
years, Fortis Healthcare has been involved in several healthcare and medicinal study projects
and offers societal rewards and benefits to researcher.

VISION AND VALUES

Vision
"To create a world-class integrated healthcare delivery system in India, entailing the
finest medical skills combined with compassionate patient care"
Late Dr. Parvinder Singh, Founder Chairman,
Fortis Healthcare (India) Limited

27
VIRTUOUS VALUES
V= Vision: Imbibe and share the vision.
I= Integrity: Lead through honesty and integrity.

R=Respect: Earn respect.

T=Trust: Gain patient trust.
U=Understanding: Commit to compassion, care and understanding.
O=Own: Own quality excellence.
U=Uphold: Uphold innovation and continuous improvement.
S=Share: Develop and share success.
Our Values
Patient
Centricity

Commit to 'best outcomes and experience' for our patients.

Treat patients and their caregivers with compassion, care and
understanding.
Our patients' needs will come first

Integrity

Be principled, open and honest.

Model and live our 'Values'.
Demonstrate moral courage to speak up and do the right

Teamwork

things.

Proactively support each other and operate as one team.

Respect and value people at all levels with different opinions,
experiences and backgrounds.
Put organization needs' before department / self interest.

Ownership

Be responsible and take pride in our actions.

Take initiative and go beyond the call of duty.
Deliver commitment and agreement made.

Innovation

Continuously improve and innovate to exceed expectations.

Adopt a 'can-do' attitude.
Challenge ourselves to do things differently.

28
THE FORTIS LOGO:

The Fortis Logo defines our commitment to patient care. The logo reflects our endeavour to
achieve excellence in healthcare delivery system by bringing together the best of technology,
medical expertise, and patient care. Our logo also implies the human values that govern every
facet of our organization. The two hands that fuse seamlessly with a human form, express the
reassuring approach to healthcare.

GREEN is the colour of healing and is symbolic of their steadfast focus: to ensure the
health and well being of those they minister to.

RED is expressive of the dynamic zeal with which they strive to make it a reality.

PUNCH LINE is Your Caring Hospital

AWARDS AND RECOGNITION

Joint Commission International, USA

Fortis Escorts is a Joint commission international (JCI) accredited hospital. JCI is the highest
global accreditation body to recognize hospitals adhering to patient care and safety norms.
The receiving of the JCI accreditation is a vindication of our excellence in medical services
and the care we provide to each of our patients.
(Effective February 20, 2010)

NABH
National Accreditation Board for Hospitals & Healthcare Providers (NABH) is a constituent
board of Quality Council of India, set up to establish and operate accreditation programme
for healthcare organizations. The board is structured to cater to much desired needs of the
consumers and to set benchmarks for progress of health industry.
Fortis Escorts is proud to announce the comprehensive NABH Accreditation
(Effective June 16, 2008)
NABH (Blood Bank) Accreditation
Blood is a Drug which has to be administered with great caution. This life saving elixir can
save lives but can also prove fatal for the recipient.
Effective Quality assurance is essential to ensure transfusion of safe, high quality blood and
its components.
National Accreditation Board for Hospitals and Healthcare providers(the highest quality
assurance wing of Quality Counsel of India) ,after a thorough check of processes and
procedures being practiced at EHIRC Blood Bank appreciated the high standards being
maintained and were pleased to grant NABH accreditation. The Blood Bank was amongst the
first few in the country to achieve this honour. To ensure the highest safety of blood the blood
bank carries out Leukodepletion on all the blood donated at this centre and tests the blood by
NAT Technology, the highest disease markers test available in the world, in addition to
mandatory regulatory requirements of testing.

(Effective January 28, 2009)

29

International Organization for Standardization

(ISO) 9001:2000 Certification

Fortis Escorts has been certified by ISO 9001:2000 ensuring compliance across multiple
criteria including improved patient satisfaction, effective Quality Management System,
efficient management of our processes and continuous improvement of the system.
(Effective Feb 17, 2009)
FORTIS GROUP COMPANIES:
It includes a) the healthcare promoter group companies i.e. Religare Wellness , Fortis
Healthcare Ltd. , Fortis Clinical Research Ltd. and SRL Ranbaxy Ltd..b) Financial promoter
group companies i.e. Religare Enterprises Ltd.
FORTIS ESCORTS HOSPITAL, JAIPUR (FEHJ):
Fortis Escorts Hospital, Jaipur (FEHJ), was the first multi super-specialty hospital to be set up
in Rajasthan. Fortis Jaipur was inaugurated on 2 nd August 2007. The hospital focuses on
Cardiac Sciences, Neurosciences, Renal Sciences and GI Diseases, backed by a wide range of
multi-specialties. We are the most comprehensive medical services provider in Rajasthan,
supported by a team of highly experienced physicians, surgeons and paramedics and state-ofthe-art facilities and systems.
Fortis Jaipur strives to establish itself as an institution providing world-class healthcare, with
medical excellence and compassionate patient care. We also provide health education to
promote preventive healthcare measures
The state of Rajasthan attracts a large number of international tourists. Fortis Jaipur offers a
healthcare facility for tourists during their stay in India. They not only experience world-class
medical care, but are also treated with the traditional hospitality of Rajasthan.

30

CHAPTER-4
DATA ANALYSIS AND
INTERPRETATION

1.)
Awareness regarding grievance handling process in
FORTIS is good:
DOCTORS
NO.
Strongly
agree
Agree
Strongly
disagree
Disagree
Neutral

NURSES

NO.

NONCLINICAL
NO.
%

12

36

19
0

76
0

21
0

84
0

11
1

44
4

0
5

0
20

0
1

0
4

1
3

4
12

90%
80%
70%
60%
50%
40%
30%
20%
10%

DOCTORS
NURSES
NON-CLINICAL

0%

Interpretation:
From the survey, it was found that 76% doctors feel that the awareness regarding grievance handling
in the FORTIS is good. While 20% doctors are unsure about this.
84% nurses are agreeing that the awareness regarding grievance
handling in FORTIS is good. 12% nurses strongly believe that
awareness is good and 4% are unsure.
44% administration/non clinical staff think that in FORTIS awareness
regarding grievance handling is good. 8% are dissatisfied with this
fact and 12% are unsure.
Thus most of the nurses are of the view that the grievance handling
process in FORTIS is good.

31

2.) Knowledge about the grievance handling process was

given in the Induction training:
DOCTORS

Strongly
agree
Agree
Neutral
Disagree
Strongly
Disagree

NURSES

NO.
2

%
8

NO.
1

%
4

23
0
0
0

92
0
0
0

23
1
0
0

92
4
0
0

NONCLINICAL
NO.
%
4
16
20
0
0
1

80
0
0
4

100%
90%
80%
70%
60%
50%
40%

DOCTORS

30%

NURSES

20%

NON-CLINICL

10%
0%

Interpretation:
From the above data it was found that out of 25 doctors 92%
doctors are agree and 8% doctors strongly agreed that they were
given the knowledge about the grievance handling process in the
INDUCTION training.
Out of 25 92% nurses agree and 4% are strongly agreed with the
fact that knowledge about the grievance handling process was

given in the INDUCTION training. 4% nursing staff out of 25 are

unsure.
80% non-clinical staff out of 25 again agrees, and 16% strongly
agree that knowledge about the grievance handling process was
given in the INDUCTION training. 4% strongly disagrees with the
fact.

32
3.) Matter related to wages and behavior of employees are
some of the most frequent cause of grievance:
DOCTORS

Strongly
agree
Agree
Neutral
Disagree
Strongly
Disagree

NURSES

NO
3

%
12

NO.
1

%
4

9
12
1
0

36
48
4
0

7
16
1
0

28
64
4
0

NONCLINICAL
NO.
%
7
28
6
8
4
0

24
32
16
0

60%
50%
40%
30%
20%
10%

DOCORS
NURSES
NON-CLINICAL

0%

Interpretation:
Out of 25, 12% doctors are strongly agreed and 36% doctors are of
view that matter related to wages and behaviors of employees are
some of the most frequent cause of grievance. 4% denies this fact;

they dont feel that these are the reasons of grievance. While 48%
are neutral.
Out of 25, 4% nurses feel these are some of the most frequent
cause of grievance. 28%agreed with the view, 64% nurses are
neutral and 4%dont agree with this.
28%non-clinical staff strongly agreed and 24% agrees with this and
16% staff disagrees while 32% of the employees are of the view
that these are the most frequent cause of grievance.
Thus most of the non-clinical staff feels that matter related to wages
and behaviors of the employees are some of the most frequent
cause of grievance.
33

4.) You are satisfied with the steps taken by the

organization in response to your complaint, if any:
DOCTORS

Strongly
agree
Agree
Neutral
Disagree
Strongly
Disagree

NURSES

NO.
1

%
4

NO.
1

%
4

10
10
3
1

40
40
12
4

9
13
1
1

36
52
4
4

NONCLINICAL
NO.
%
3
12
8
9
4
1

32
36
16
4

60%
50%
40%
30%
20%
10%
0%

Interpretation:

DOCTORS
NURSES
NON-CLINICAL

 Out of 25doctors, 40% of the doctors are satisfied with the steps
taken by the organization in response to their complain if there was
any. 40%doctors are neutral. While 12% doctors are dissatisfied with
the steps taken and 4% strongly denies this fact.
Out of 25 Nurses, 36% are agreed and 4% strongly agreed and 4%
are strongly disagreeing while 4% disagreed. While 52% nurses are
neutral.
Out of 25 non-clinical staff, 32% are agreed 16%are disagreeing and
4 strongly disagree and 36% are neutral.
Thus employees are not much satisfied with the steps taken by the
organization in response to their complain. Infact they are neutral.

34
5.) You think/feel that changes in the organization/polices

cause an increase in instances of grievance in the

organization:
DOCTORS

Strongly
agree
Agree
Neutral
Disagree
Strongly
Disagree

NURSES

NO.
1

%
4

NO.
1

%
4

7
16
1
0

28
64
4
0

11
13
0
0

44
52
0
0

NONCLINICAL
NO.
%
1
4
12
7
4
1

48
28
16
4

70%
60%
50%
40%
30%

DOCTORS
NURSES

20%

NON-CLINICAL

10%
0%

Interpretation:
4% doctors out of 25 strongly feel and 28% agrees that changes in
the organization/policies cause an increase in instances of
grievance in the organization. 64% doctors are of the view that it
doesnt affect them much and 4% doctors deny this.
44% nurses out of 25 feels that changes in the organization/policies
cause an increase in instances of grievance in the organization
while 52% are neutral.
Out of 25 Non-clinical staff, 48% thinks that changes in the policies
cause an increase in the instances of grievance and 28% are unsure
and 16% are disagreed.
Thus mostly employees are unsure about this.

35

6.)

HR representatives counsel you well:

DOCTORS

Strongly
agree
Agree
Neutral

NURSES

NO.
5

%
20

NO.
4

%
16

15
4

60
16

18
3

72
12

NONCLINICAL
NO.
%
5
0
12
7

48
28

Disagree
Strongly
Disagree

1
0

4
0

0
0

0
0

1
0

4
0

80%
70%
60%
50%
40%
DOCTORS

30%

NURSES

20%

NON-CLINICAL

10%
0%

Interpretation:
Out of 25 doctors, 60% are satisfied that HR representatives counsel
them well. 16% are unsure and 4% do not feel that HR
representatives counsel them well.
72% Nurses agrees and 16% strongly agree with the view that HR
representatives counsel them well. While 12% are neutral.
Out of 25 non-clinical staff, 48% feels that HR representatives
counsel them well and 4% are dissatisfied. While 28% are neutral.
Thus most of the doctors and nurses satisfied with the way HR
representatives counsel them.

36

7.) Working conditions of the organization give rise to any

kind of grievance:

Strongly
agree

DOCTORS

NURSES

NO.
4

NO.
2

%
16

%
4

NONCLINICAL
NO.
%
6
24

Agree
Neutral
Disagree
Strongly
Disagree

12
0
8
1

48
0
32
4

13
8
2
0

52
32
8
0

14
2
3
0

56
8
12
0

60%
50%
40%
30%
DOCTORS

20%

NURSES
NON-CLINICAL

10%
0%

Interpretation:
Out of 25 doctors, 48% doctors are agreed and 16% strongly agree
with the fact that working condition of the organization give rise to
any kind of grievance while 36% disagree this.
52% nurses out of 25 feels that working condition give rise to any
kind of grievance and 8% disagrees this. While 32% are unsure.
Out of 25 non-clinical staff, 56% agrees and 24% strongly feels that
this is the reason of grievance and 12% disagrees with this. While
8% are unsure.
Thus non-clinical staff strongly believes that working conditions of
the organization give rise to any kind of grievance.

37
8.) Your higher authorities listen when your grievance is
presented:
DOCTORS

NURSES

NON-

NO.
Strongly
agree
Agree
Neutral
Disagree
Strongly
Disagree

NO.

CLINICAL
NO.
%

12

24

16
7
1
0

64
28
4
0

17
3
0
2

68
12
0
8

14
2
3
0

56
8
12
0

80%
70%
60%
50%
40%
DOCTORS

30%

NURSES

20%

NON-CLINICAL

10%
0%

Interpretation:
64% doctors agreed that their higher authorities listen when their
grievance is presented, while 4% disagrees that their higher
authority does not listen their grievance is presented. 28% doctors
are unsure.
68% nurses satisfy and 12% strongly satisfied with their higher
authorities and only 8% are dissatisfied. While 12% Nurses are
unsure.
56% non-clinical staff is satisfied and 24% strongly satisfied with
their higher authorities and 12% dissatisfied. While 8% are neutral.
Thus it can be seen that most of the non-clinical staff and nurses
are satisfied the way their higher authorities listen when their
grievance is presented.

38

9.) In case a long standing grievance has to be

immediately resolved, you should ideally communicate to
your reporting authority:
DOCTORS

Strongly
agree
Agree
Neutral
Disagree
Strongly
Disagree

NURSES

NO.
5

%
20

NO.
3

%
12

20
0
0
0

80
0
0
0

20
2
0
0

80
8
0
0

NONCLINICAL
NO.
%
7
28
15
2
1
0

60
8
4
0

90%
80%
70%
60%
50%
40%
30%
20%

DOCTORS
NURSES
NON-CLINICAL

10%
0%

Interpretation:
100% DOCTORS agrees that in case of a long lasting grievance has
to be immediately resolved, they should ideally communicate to
their reporting authority.
Only 8% nurses are neutral with this statement rest are agreeing
this.
60% non-clinical staff agrees and 28% strongly agrees that they
should communicate to their reporting authority n case of a long
lasting grievance and 4% disagrees. While 8% are unsure.
Thus it can be seen that most of the employees agrees that they
should ideally communicate to their reporting authority in case of
long lasting grievance.

39

SWOT ANALYSIS OF FEHJ

STRENGTHS:

First corporate hospital with multi super specialty in Jaipur.

Skilled doctors dedicated to quality patient care.

Modern, patient-centric facilities.
Cost Effective business model (The hub and spoke model of hospital network).
Professionally managed administration.
Brand equity: - Escorts and Fortis healthcare brands are widely recognized by

both healthcare professionals and patients in specialty areas

Proven ability to acquire, integrate and develop facilities.
Experienced, dedicated and financially sound promoter group
Jaipur is well known for tourism, so FEHJ have lots of advantage of Medical tourism.
Provides comprehensive healthcare under one roof
Modern facilities and sophisticated medical equipment.
Provision for all possible diagnostic facilities.

WEAKNESS:

The rising cost of healthcare delivery.

Limited access to life saving drugs.
Expensive for a normal middle class family.
Low employee morale, employee engagement and satisfaction level mainly in terms

of salary and fringe benefits.

Management by crisis followed instead of management by objective.
Understaffed departments.
Complex Infrastructure.
Heavy workload on staff.

40

OPPORTUNITIES:

Big Pharma and biotech companies to choose India as the preferred hub for their

global R&D and manufacturing operations.

Technology development and innovation.
Expansion of city in terms of population and area.
Increasing health awareness among people.
Increase in the prevalence of non-communicable diseases.
Huge scope for medical tourism in Jaipur.
Growth in the health insurance sector.
Various companies in proximity for tie-ups available.

THREATS: Increasing cost of drug discovery & development and the increasing time to market.
Few old hospitals in the vicinity which are more cost effective as well as trusted

hospitals.
Increasing quality awareness among people.
Declining R&D productivity (high attrition rates and cost of failure.

41

CHAPTER -5
FINDINGS AND SUGGESTIONS

SUGGESTIONS

1. Employee grievance cell should be set up which should be independent of the

H.R. department.
2. Changes in organization policies should not be frequent. Working hours
should be same for all the resident staff to make them worthful.
3. Pay attention to the smallest of problems or they become huge ones and more
problematic.
4. Consider all relevant information in the investigation process.
5.

Do remain calm, cool, collected during the course of the meeting.

6. Superiors should be trained to handle the grievance effectively.

7. All segments of the employees should be equally represented to take part in
the grievance handling committee.
8. The work environment should be improved to satisfy the employee needs.
9. Informal counseling helps to address and manage grievance in the work place.
10. Suggestion box can be installed. This brings the problem or conflict of interest
to light.

42

Chapter -6
CONCLUSION

CONCLUSION
The study reveals that the Grievance handling mechanism is satisfactory. FORTIS ESCORTS
HOSPITAL, JAIPUR is recognizing the importance of satisfying the employees and retaining

them. Employees were aware about the grievance handling procedure in the organization.
Further improvements can be made so that all members are highly satisfied with the
procedure. It also ensures that employees problems are recognized and appropriately
reviewed in a prompt and timely manner. Most of the surveyed employees are satisfied with
the method adopted by the FEHJ for redressing the grievances or complaints of the
employees. FEHJ should also make certain steps to make grievance handling mechanism
more effective so that employees are more satisfied. Grievance handling mechanism tries to
acts as a foundation for harmonious and healthy relationship between employer and
employee. The suggestions and recommendations when implemented will still more benefit
the organization.

43

BIBLIOGRAPHY

Gupta C.B., Human resource management, Sultan chand and sons,5th edition,2000
Arora P.N, Arora S., Statistics for Management, Himalaya Publishing House.
Kothari CR, Research Methodology, 1997
Subba Rao P, Management and Organization behaviour, Himalaya publishing
house,4th edition,2008
Aswathappa K, Human resource and Personnel management, TATA Mc GRAWHILL

WEBLIOGRAPHY

www.hr.com
www.humanresource.about.com
www.wikipedia.com
www.fortishealthcare.com

44

ANNEXURE

Name (Optional):

Designation:

Department:

Date of Joining:

Age:

Gender:
1. Awareness regarding grievance handling process in FORTIS is good:
a. Strongly Agree
b. agree
c. Neutral
d. disagree

e. Strongly disagree

2. Knowledge about the grievance handling process was given in the Induction training:
a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

3. Matter related to wages and behavior of employees is some of the most frequent cause of
grievance:
a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

4. You are satisfied with the steps taken by the organization in response to your compliant, if any:
a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

5. You think/feel that changes in the organization/ Policies cause an increase in instances of
grievance in the organization:
a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

45
6. HR representatives counsel you well:
a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

7. Working conditions of the organization give rise to any kind of Grievance:

a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

8. Your higher authorities listen when your grievance is presented:

a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

9. In case a long standing grievance has to be immediately resolved, you should ideally communicate
to your reporting authority:
a. Strongly Agree

b. agree

d. disagree

e. Strongly disagree

c. Neutral

10. Any suggestions regarding improvement on grievance handling procedure:

__________________________________________________________________________________
__________________________________________________________________________________
_________________________________________________________________________________

46