OBM752 Hospital Management Unit-5 notes (Open Elective R-17)

1. OBM752 - HOSPITAL MANAGEMENT
UNIT V - COMMUNICATION AND SAFETY ASPECTS IN HOSPITAL
Purposes - Planning of Communication, Modes of Communication - Telephone, ISDN,
Public Address and Piped Music - CCTV. Security - Loss Prevention - Fire Safety - Alarm
System –Safety Rules.

2. Communication
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3. Communication
• Effective communication both intrahospital and
interhospital is important for health care providers
to protect their patients, save on costs, and
increase day-to-day operating efficiency.
• Meanwhile, patients benefit from increased
access to their medical histories, which reduces
chances of medical errors.
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4. Communication
• Proper communication can pave the way for better relations, greater job satisfaction on account
of clarity about job requirements and organizational goals, better co-operation, fostering attitudes
necessary for motivation, etc.
• The responsibility of the management to make the best use of available human resources, its first
duty is to improve communication between itself and the employees.
• Five modes of communication:
1. Reading
2. Writing
3. Speaking
4. Seeing
5. Listening
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Reading
Writing
Speaking
Seeing
Listening
Five Modes of Communication

5. Communication
Listening
• 40-50 per cent of our communications time is listening.
• Five levels of listening
1. Ignoring
2. Pretending listening
3. Selective listening
4. Attentive listening
5. Empathetic listening
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6. Purpose of Communication
• Proper communication is needed at every step and serves several purposes.
• It provides
• Information and understanding necessary for group work
• The attitudes necessary for motivation, Co-operation and job satisfaction
• Work satisfaction
• Assistance in decision-making because taking decisions needs information
• A good communication system results in better patient-care and higher job satisfaction through
better team-work.
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7. Planning of Communication
Essential steps in the planning of communication
• Know your objective.
 What is it that you intend to accomplish by this communication? The
sharper the focus, the better the result.
• Identify your audience.
 It is necessary to know whom you are communicating with in order to
select the proper language and the proper media.
• Determine your medium.
 The method of communication will often determine the success of the
communication. A decision must be made on how best to communicate the
message.
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8. Planning of Communication
Essential steps in the planning of communication
• Tailor the communication to fit the relationship between sender
and receiver.
 The key to this element of effective communication is the relationship climate.
• Establish mutual interest.
 Empathy, the ability to see the other person's point of view, is a priceless
ingredient of effective communication.
• Watch your timing.
 This is critical to the effectiveness of the communication. It is important to decide
who should receive the communication first.
• Measure results.
 Has the desired response occurred?
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9. Modes of Communication
Modes of Communication considered in hospitals
• Notice board
• House magazine
• Suggestion scheme
• Meetings and conferences
• Hospital or departmental letters internet
• e-mail
• Personnel policy manuals
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Common Modes of Communication

10. Modes of Communication
Notice Boards
• These can be an effective method of communication
provided they are well located and attractive to look
at.
• The most important thing is that notices should be
allowed to outlive their usefulness.
• One person should be made responsible for putting
up notices and for regularly removing those which have
served their purpose.
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11. Modes of Communication
House Magazine
• The magazine can provide a platform for top management to
communicate with its employees in informal and direct terms.
• If intelligently used, it can be one method of creating team spirit and
building mutual understanding among employees.
• It can explain the policies of the management in simple words
• It can remind the employees from time to time of the advantages of
the various welfare schemes that operate for their benefit
• It can show them how they fit into the organization
• It can make the employees feel pride in their hospital
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12. Modes of Communication
House Magazine
• Two types of house magazines
1. News-bulletin type
 Wherein news and notes of topical interest are published and the proper
magazine type where articles, poems and news all find a place.
2. Full-fledged magazine
 It is an informal means by which management policy can be explained to the
employees and at the same time it provides the employees the opportunity to
contribute articles and poems so that they consider the magazine their own.
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13. Modes of Communication
Suggestion Scheme
• Suggestion schemes encourage employees' participation and help them to identify
themselves with the organization, provided these schemes are properly administered.
• The following factors should be taken into account for the success of suggestion
schemes:
 A joint committee should be formed to operate the system promptly and efficiently.
 Employees should be encouraged to give their suggestions about the problems of the organization.
 Full information should be disseminated about the suggestions received.
 A fair monetary or non-monetary reward should be given for useful suggestions.
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14. Modes of Communication
Meetings and Conferences
• Meetings and conferences are widely-used methods of
communication.
• The truly-effective conferences and meetings encourage two-
way communication and involve a group of people putting
forth their ideas and experiences.
• Those meetings and conferences which do not allow free
participation should be discouraged.
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15. Modes of Communication
Hospital and Departmental Letters
• Letters sent from the chief executive officer of the hospital or department head to
employees are generally used in special circumstances, such as any change in hospital
policy, salary scales, fringe benefits, etc.
• Chief executive officer of a hospital should write such letters only when he has something of
the utmost importance to communicate.
• Another point to remember is that these letters should be brief and simple.
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16. Modes of Communication
E-mail
• The organizations, clinicians and health care delivery organizations in the use of electronic mail (e-mail)
communication with employees and patients so that this method of communication might enhance the value.
Personnel Policy Manuals
• Each and every employee in the hospital has a right to know the conditions under which he is working and the rules
and regulations which govern his employment.
• Sound human resource management encourages the employee's maximum contribution toward the achievement of
the objectives of the institution.
• Personnel policy manuals should be designed to promote mutual understanding and co-operation so as to maximize
the delivery of services in the hospital.
• The institution must develop policies of employment, placement, promotion, fringe benefits, training and development,
grievance procedure, performance appraisal, etc. because these certainly have a great impact on employees.
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17. Telephone communication
• Communication in a hospital is one of the most important tools we have for providing great patient
care and improving patient satisfaction.
• They are expected to speak with the patient, determine his or her needs, and solve problems, all in
a proactive manner.
• Telephone communication is one of the most important forms of communication within the hospital.
• Although today its use is being replaced by other forms of communication (such as email), phone use
is one of the most common means by which to materialize both internal and external
communications.
• Telephone and intercom facilities should be made available for maintaining effective communication
within and outside the hospital.
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18. Telephone communication
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Services of telephone
(Private Branch Exchange)

19. ISDN
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• Integrated Services Digital Network
(ISDN) is a set of communication
standards for simultaneous digital
transmission of voice, video, data,
and other network services over the
traditional circuits of the public
switched telephone network.

20. ISDN
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• ISDN allowing digital-quality voice, two separate lines
and all-the-time data, the telephony world was convinced
there would be high customer demand for such systems.
• During the lengthy standardization process, new
concepts, especially local area networks like Ethernet,
provided performance around 10 Mbps which had
become the baseline for computer connections.
• Additionally, modems had continued improving,
introducing 9600 bps systems in the late 1980s and 14.4
kbps in 1991, significantly eroded ISDN's value
proposition for the average customer.

21. ISDN
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• Integrated services refers to ISDN's ability to deliver at
minimum two simultaneous connections, in any
combination of data, voice, video, and fax, over a single
line.
• Multiple devices can be attached to the line, and used
as needed.
• That means an ISDN line can take care of what were
expected to be most people's complete communications
needs (apart from broadband Internet access and
entertainment television) at a much higher transmission
rate, without forcing the purchase of multiple analogue
phone lines.

22. ISDN Advantages
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• ISDN can move more information more quickly than an analog-based system.
• ISDN, however, offers transmission speeds of 64kbps and can carry two "conversations" at the same
time (sometimes three, depending on how one wants to count these things).
• Additionally, in 90% of the cases the existing telephone lines can be used for ISDN.
• ISDN technology simply takes the twisted-pair copper cable that we have been receiving phone calls over
and converts it into three channels
• Two B channels to carry "conversations"
• One D channel to carry set-up information.
Drawback
• The only real down side to ISDN is economic, because ISDN service can be expensive.

23. Public Address and Piped Music
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24. Public Address and Piped Music
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• A public address system (PA system) is an electronic system comprising microphones, amplifiers,
loudspeakers, and related equipment.
• It increases the apparent volume (loudness) of a human voice, musical instrument, or other acoustic
sound source or recorded sound or music.
• PA systems are used in any public venue that requires that an announcer, performer, etc. be sufficiently
audible at a distance or over a large area.
• Typical applications include sports stadiums, public transportation vehicles and facilities, Hospitals, and
live or recorded music venues and events.
• A PA system may include multiple microphones or other sound sources, a mixing console to combine
and modify multiple sources, and multiple amplifiers and loudspeakers for louder volume or wider distribution.

25. Public Address and Piped Music
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In Hospital
• Primary care centres, surgeries, hospitals and clinics have all benefited from audio and communication
systems supplied by PAS.
• With staff and visitors to communicate with and direct around buildings, sound systems can assist by
broadcasting messages and information to waiting areas and communal spaces very easily at the touch of a
button.
• Systems can also be augmented with pre-recorded messages for repeated broadcast of routine
announcements and linked to department intercoms.
• Waiting areas can receive background music in between announcements, and where privacy is required in
quiet areas, sound masking can reduce any confidential conversations taking place in consulting rooms.

26. References
Text book
• R.C.Goyal, “Hospital Administration and Human Resource Management” PHI - Fourth Edition, 2006.
• G.D.Kunders, “Hospitals - Facilities Planning and Management” TMH, New Delhi - Fifth Reprint, 2007.
• https://www.ntvoiceanddata.co.uk/telephone-systems-healthcare.php
YouTube Video
• Medical Record: https://youtu.be/VZ1Wvb0dvGI
• Sterile: https://youtu.be/TfqT-QiKOqE
• One day in Sterile: https://youtu.be/GAOCDMbDvRQ
• Definition Sterile: https://youtu.be/1Qbd48DW9PU
• Pharmacy: https://youtu.be/AuYQC3kqfyY
• Definition Pharmacy: https://youtu.be/h2LsOV1anqQ
• Pharmacy Animation: https://youtu.be/gBl-a5MV8ZE
• Laundry: https://youtu.be/Z-sjZySkIEg
• Laundry Animation: https://youtu.be/2SehC2JOcs8
• Food service: https://youtu.be/Hqj8EkptBMs
• Food Serve: https://youtu.be/hvFbPaWDWtE
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