Healthcare Systems and the Role of Hospitals: This module presents a profile of the Indian healthcare industry within the overall global market, and, further, brings out the importance of hospital management in the Indian health sector.

Service Quality Management: This module highlights certain basic differences between managing organizations which deliver services and those which produce goods.Some differences would be: customer presence and participation, simultaneity, intangibility and heterogeneity. Since hospitals are service organizations, it would be useful to understand the implications of the above characteristics in the management of healthcare service quality.

Operations Management: This module deals with the management of resources in hospitals in order to enhance competitiveness. Some of the topics covered in this module Hospital Management June 27 - July 02, 2016 Hospitals play a very important role in the delivery of healthcare services. With advances in the field of medicine, hospitals are able to offer a wide variety of health services and in doing so, hospitals depend on modern technology, consume large amount of resources, and have thus become very complex organizations. Hospital management has assumed added significance in the light of increased cost for medical care, ageing population and the potentially declining levels of service, all of which threaten the quality of service delivered. Liberalization of the insurance sector has added a new dimension to the delivery and pricing of healthcare services. Poor quality of service not only wastes resources but is positively dangerous to the health and welfare of the patients and the community at large. Hospital administrators, therefore, need a certain amount of professional management inputs so as to manage hospitals efficiently and effectively. are Process Analysis and Hospital Operations Planning and Control. Process Analysis lays down the foundation on factors of competition and presents a detailed description and analysis of hospital operations. Hospital Operations Planning and Control focuses on matching the supply and demand in short to medium run through capacity planning and scheduling.

Managing Service Delivery: Managing the delivery of hospital services is all about effective and efficient utilization of hospital resources to provide good quality of services. Service quality characteristics from service providers are different from the service quality perspectives of the community. Topics to be discussed in this module include managing Out-patient Department (OPD) services, inpatient discharge, and Operation Theatre (OT) services. The role of support services from Stores and Purchase, and Medical Records Department would also be discussed.

Financial Management in Healthcare: This module will focus on providing knowledge of hospital finance management and its varied aspects, to assess the risks and returns in healthcare related business. It would include financial analysis and levers of financial control, financial and operating analysis, focusing on understanding costs, cost control areas and evaluating new investment opportunities.

Marketing of Hospital Services: This module will offer a perspective on the importance of developing a customercentric approach. Customer-centric approach is predicated on orienting organizational activities around the customer needs while balancing customer satisfaction with business profitability. Overall, a customer-centric approach is aimed at managing customer experience to deliver superior value to customers. This module will address development and delivery of value to customers in a hospital, based on life-time value of customers. Furthermore, the module will discuss how, based on the life-time value concept, hospitals may offer differentiated offerings to different set of customers while retaining the overall consistency in the quality of healthcare.

Medico-Legal Issues: Issues related to legal aspects are primarily the constitutional mandate, medical negligence, and consumer protection. There are other evolving issues like organ donation and law related to it, euthanasia, new developments in biotechnology, surrogate motherhood, sex determination of foetus, sperm donation and preservation, etc. This module shall focus on the issues related to medical negligence, principal-agent relationship between hospital and doctors, and consumer protection act. Other issues may be touched upon briefly depending on the time available.

Organizational Behaviour and Human Resources: Managers are finding it increasingly tough to attract and retain professionals. This module will focus upon ways to enhance commitment of professionals to stay and contribute towards the achievement of organizational goals. Some of the topics are managing professionals, human resources and organizational performance.

Data Analysis for Healthcare Management: The purpose of this module is to provide better understanding of the concepts and techniques that are useful for analysis of healthcare data for effective healthcare management. Effective analysis of such large amounts of organizational data can lead to better decision making. For example, one may discover more cost effective treatment paths which can help in accurate diagnosis of ailments, deliver quicker treatments to patients, improve usage of hospital facilities, help in effective planning, ensure proper allocation of medical and non-medical resources for improving customer satisfaction, etc.

Strategic Management: In this module, emphasis will be given on addressing the competition faced by hospitals in today’s changing environment. Leadership and its role in formulating the vision, mission and overall business strategy of hospitals would be highlighted.