THE STUDY ON MEDICAL RECORD DEPARTMENT

CARRIED OUT AT

SAMBHUNATH PANDIT HOSPITAL

PRESENTED BY-

NAME: BABU SONA DAS

ROLL: 15403315006

STREAM: BHM 6TH SEM

REGISTRATION NUMBER: 151541310006

SESSION: 2015-2018

COLLEGE: DINABANDHU ANDREWS INSTITUTE OF

TECHNOLOGY AND MANAGEMENT

ACKNOWLEDGEMENT Every project big or small becomes successful largely due to the

effort of a group of wonderful people who have always given their

valuable advice and lent a helping hand towards me. I sincerely

appreciate the inspiration; support and guidance of all those

people who have been instrumental in making this project a

success.

BABU SONA DAS , the student of DINABANDHU ANDREWS

INSTITUTE OF TECHNOLOGY AND MANAGEMENT, I am

extremely grateful to SAMBHUNATH PANDIT HOSPITAL and my

college for the confidence bestowed in me and entrusting my

project with special reference to the respective hospital.

A special gratitude I give to MR.SOUMABHA DUTTA(Hospital

Superintendent),MR.TAPAN KUMAR MAITY (Assistant

Superintendent) and MR.KUNAL KANTI MAL(Assistant

Superintendent), whose contribution in stimulating suggestions

and encouragement , helped me to coordinate my project.

I express my gratitude to our college principal and our

honourable HOD Surajit Das and MRS. MOUMITA ROY AKULI for

arranging the summer training in good schedule. .

I would like to extend my heartfelt gratitude towards, MR.

SOUMABHA DUTTA (Hospital Superintendent),MR.TAPAN

KUMAR MAITY(Assistant Superintendent) and MR. KUNAL KANTI

MAL (Assistant Superintendent)for selecting and accepting me as

a management trainee in SAMBHUNATH PANDIT HOSPITAL.

I would also like to acknowledge with much appreciation the

crucial role of the SAMBHUNATH PANDIT HOSPITAL MR.

SOUMYA RANJAN DAS (In Charge – Medical Record Department),

for inducting me and for providing their valuable guidance

throughout the training period. I would also like to thank the

whole department of Medical Record for sharing their knowledge

with me and for motivating me throughout.

Last but not the least I place a deep sense of gratitude to my

family members and my friends who have been constant source

of inspiration during the preparation of the project work.

DECLARATION I hereby declare that the project work entitled “THE STUDY ON

MEDICAL RECORD DEPARTMENT) for 1 month (6th February 6th

April ) at SAMBHUNATH PANDIT HOSPITAL.

This project work is submitted for the partial fulfilment of the

requirements for the award of the degree of BACHELOR DEGREE

IN HOSPITAL MANAGEMENT (BHM) from DINABANDHU

ANDREWS INSTITUTE OF TECHNOLOGY AND

MANAGEMENT,with the collaboration of Maulana Abul Kalam

Azad University Of Technology (MAKAUT), West Bengal.

The results embodied in this project have not been submitted to

any other university/institute for award of any degree or diploma

certificate

---------------------------

SIGNATURE

BABU SONA DAS

REGISTRATION NO. :151541310006

HOSPITAL MANAGEMENT

DAITM

KOLKATA, WESTBENGAL

EXECUTIVE SUMMARY PROJECT TITLE: The Study on Medical Record Department

Carried Out at Sambhunath Pandit Hospital.

ORGANIZATION: SAMBHUNATH PANDIT HOSPITAL.

DURATION: 1 MONTH.

Medical Records in the department are kept secured and in strict

confidentiality .No unauthorized persons are allowed to have

access to patient medical records or any type of patient data

information

As a trainee of Sambhunath Pandit Hospital, I have

learnt about routing records to admissions and emergency

departments, physicians, and other authorized hospital staff;

maintaining chart location systems..I also learnt how tracking

outstanding records; handling Bed Ticket Preserve (Death,

Discharge, and Police Case).

In this 1 month of training, I was taught how

to deal with the patients, handling patient tickets’, printing error

in their names etc. I was also taught how to write Birth certificate

and preserve it, how to keep a calm mind and how to help the

patients and satisfy them in a cooperative manner, I had to

communicate different types of people like patients, staffs, trainee

So, it helps me to develop communication skills.

Lastly, to summarize, my overall experience,

my overall experience was good learning for me andgave me to

gain knowledge about the working of the hospital industry.

INTRODUCTION

Sambhunath Pandit was the first Indian to become judge of Calcutta High Court in 1863. He served in that position from 1863-1867. One of the leading personalities of Kolkata in his age, he had contributed in many ways to the development of legal systems and enrichment of social life.

He published a book entitled On the Being of God. A government hospital and an important road in Bhowanipur are named after him.

In Kolkata, Sambhunath Pandit Hospital is a recognized name in patient care. They are one of the well-known Hospitals in Lala Lajpat Rai Sarani. Backed with a vision to offer the best in patient care and equipped with technologically advanced healthcare facilities, they are one of the upcoming names in the healthcare industry. Located in, this hospital is easily accessible by various means of transport.

A team of well-trained medical staff, non-medical staff and

experienced clinical technicians work round-the-clock to offer

various services. Their professional services make them a sought

after Hospitals in Kolkata. A team of doctors on board, including

specialists are equipped with the knowledge and expertise for

handling various types of medical cases.

TABLE OF CONTENTS

SERIAL

NUMBER

TOPIC

1 About the Hospital

2 Review of Literature

3 SPECIALISED DEPARTMENT:

MEDICAL RECORDS DEPARTMENT

4 Objective

5 Broad Overview

6 Methodology

7 Data Collection

8 Summary of Findings

9 Conclusion

10 Bibliography

11 Annexure

.HOSPITAL PROFILE SAMBHUNATH PANDIT HOSPIATAL is a 570 bedded general hospital under Municipal Corporation of Kolkata. For management and systematic maintenance of hospital medical record department has been established. In Kolkata, SAMBHUNATH PANDIT Hospital is a recognized name in patient care. They are one of the well-known Hospitals in LALA LAJPAT RAI SARANI. Backed with a vision to offer the best in patient care and equipped with technologically advanced healthcare facilities, they are one of the upcoming names in the healthcare industry. A team of well-trained medical staff, non-medical staff and experienced clinical technicians work round-the-clock to offer various services. Their professional services make them a sought after Hospitals in Kolkata. A team of doctors on board ,including specialists are equipped with the knowledge and expertise for handling various types of medical cases. At SAMBHUNATH PANDIT Hospital in LALA LAJPAT RAI SARANI, the various modes of payment are accepted. This is all about hospital floors and buildings:

CASUALITY BLOCK

GROUND FLOOR

i) Emergency Dept. ii) RSBY &Rogy Sahayata Kendra

iii) Pathology

iv) ICTC

v) Physical Medicine

vi) Acupuncture

vii) X-RAY Indoor

viii) Dark Room

ix) Server Room

x) Emergency O.T

xi) Nursing Superintendent office

xii) Seminar Room

xiii) House Staff / Interns Doctor’s Room 1ST FLOOR

i) Gynae-i

ii) Gynae-ii 2ND FLOOR

i) Female Medicine Ward

ii) Female Surgical Ward

iii) Male Surgical Ward

iv) Male Surgical Ward (Orthopaedic) ADMINISTRATIVE BLOCK

GROUND FLOOR

i) Superintendent Office

ii) Assistant Superintendent Office

iii) Receiving and Despatch

iv) Telephone Operator

v) Head Clerk

vi) Cash Counter

vii) OPD Medicine Dept.

viii) OPD Orthopaedic Dept.

ix) OPD Skin Dept.

x) OPD Eye Dept.

xi) OPD Surgical Dept.

xii) OPD Gynae Dept.

xiii) OPD E.N.T Dept.

xiv) OPD Ticket Counter-1

xv) OPD Ticket Counter-2

xvi) OPD Ticket Counter-3

1ST FLOOR

i) Account Officer

ii) Library

iii) Assistant Clerk JD BUILDING

i) JD-i

ii) JD-ii

iii) JD-iii

VISION

Our vision is to deliver world class tertiary healthcare services at an affordable cost. MISSION

Our mission is to continuously improve the quality of the entire range of hospital services and to emerge as the most reputed hospital in the country.

WAY TO HOSPITAL

Address: 11, Elgin Road, Lala Lajpat Rai Sarani,

Kolkata - 700020, Near NetajiBhawan

Hours Open: 24 hours Phone: 033 2302 2820

REVIEW ON LITERATUTE

Author: Edwin D. Boudreaux, Erin L. O'Hea

Date: January 2004

This article discussed on the empirical literature on patient satisfaction in the Emergency Department (ED). It explores the implications for clinical practice, discusses limitations and weaknesses of the literature, and provides direction for future research. Articles resulting from a comprehensive electronic search were obtained, their references examined, and all other relevant articles not already discovered via the electronic search were acquired and reviewed.

Author: Gregory C. Pascoe

Date: 1983

Research findings are discussed and used to develop a model

of patient satisfaction. The measurement of patient

satisfaction and the findings of empirical studies are then

reviewed, including summaries of effect sizes. It is concluded

that patient satisfaction information can provide a

dependent measure of service quality and serves as a

predictor of health-related behaviour. Issues deserving

further investigation and recommendations regarding

research strategies are presented.

Author: John Sitzia,Neil Wood

Date: December 1997

This review presents issues arising from an analysis of over

100 papers published in the field of patient satisfaction. The

published output appearing in the medical and nursing

literature which incorporated the term “patient satisfaction”

rose to a peak of over 1000 papers annually in 1994,

reflecting changes in service management especially in the

U.K. and U.S.A. over the past decade.

Author: J.Rees Lewis

Date: September 1994

The present paper examines research on patient satisfaction

and the factors which influence patient attitudes regarding

quality in general practice. Although data are used from U.S.

and other sources, conclusions are drawn with a specific

focus on a U.K. general practice context. This is a research

area with a growing literature, much of it based on

unsystematic research. The purpose of this paper is to make

a contribution to the process or ordering the data in a

manner which will be of utility to those involved in the

provision of healthcare and the assessment of that provision.

Author:

Peter Johansson RN, MNSc (Student)1,2, Magnus Oléni RN, MNSc (Student)1,3and BengtFridlund RN, RNT, PhD (Professor)1,4

Date: 23 NOV 2002

To evaluate and improve the quality of care provided, it is of vital importance to investigate the quality of care in the context of health care. Patient satisfaction is a significant indicator of the quality of care. Consequently, quality work includes investigations that map out patient satisfaction with nursing care. To improve the quality of nursing care, the nurse needs to know what factors influence patient satisfaction. The aim of this literature study was to describe the influences on patient satisfaction with regard to nursing care in the context of health care.

SPECIALISED DEPARTMENT:

MEDICAL RECORDS DEPARTMENT

A medical records department is of vital importance to any hospital. The work which is not recorded is not done, stands true in case of the hospitals. The medical records are prepared by the doctors and nurses and maintained by the medical records department, relating to the care rendered to the patient.

LOCATION:The department is located in the Basement of the hospital..

OBJECTIVES: objectives are the goals, which provide scope and direction to the department coordinator.

The departmental objectives should complement and supplement overall hospital goals, and they should be understood by all.

For example, the objective might be inactivating the old medical records. This objective provides direction for the department coordinator and supports the overall hospital goals of providing optimum health care.

STAFFING PATTERN: Two staff of medical record

department, and one in- charge of medical record department.

Space requirement:

Space allocation should be determined by the departmental services to be provided, the equipment and computer systems to be used and the daily workload to be handled. space include record filing cabins, coding and indexing desk, medical records sorting and arranging desk .

The medical record service requires adequate space, which is generally not available and presents a universal problem. Therefore, the medical records technician should review space requirements frequently to overcome the highly common filing problems in medical records department.

The medical records technician should anticipate in advance the growth of MRD and make arrangements for the future requirements and to procure the required space.

EQUIPENT REQUIREMENT:

4 tables, 2 compouter ,2almira, selves for storing tickets

PURPOSES:The purposes of the medical record are :

To provide means of communication among physicians,

nurses and other allied health care professionals.

To serve as an easy reference for providing continuity in

patient care.

To furnish documentary evidence of care provided in the

health care facility.

To serve as an informational document to assist in the

quality review of patient care.

To supply pertinent patient care information to

authorized organization and third party payers.

function and responsibility of a

medical records department

The primary functions of a medical records department

include designing patient information, assisting hospital

medical staff and creating informative statistical reports.

Other responsibilities include the maintenance of death

and birth registers for the perusal of relevant government

agencies, and keeping track of communicable diseases,

according to government regulations.

The medical records department handles the security and maintenance of all electronic and written medical records of a health facility.

It also ensures that all the information available in the

records is complete, accurate and only available to personnel that have authorized access.

The department indexes medical records, according to the

hospital's prescribed standard order. It maintains and preserves patient medical records including

diagnostic reports in a scientific manner. A hospital's medical records department develops and

maintains an informational base as well as a mechanism

for the provision of statistical data. It also liaises with

concerned agencies or departments to submit regular

reports on the activities of the entire hospital.

JOB DESCRIPTION

He/She should handle all telephone communications concerning all transaction in medical records.

Should perform any other duties assigned by the coordinator.

Should prepare daily reports of statistics with number of operations performed by each doctor.

He/She should manage patient crowd and ensure patient satisfaction at all times.

Should manage all crisis situations at all times.

He/She should take initiative actions to improve the department.

Numbering and Filing Systems

Medical records in most health care institutions are filed numerically according to patients’ medical record numbers. In the past, some hospitals have filed records according to patient’s names, discharge numbers, or diagnostic code numbers.

Alphabetic filing by patient names is more cumbersome and subject to more error than numerical filing. Filing by discharge numbers and diagnostic code numbers is generally unsatisfactory because other important records or registers in the facility are concerned exclusively with medical record numbers.

Medical records in the hospital are filed numerically according to patients’ medical record numbers. In the past, some hospitals have filed records according to patient’s names, discharge numbers, or diagnostic code numbers. Alphabetic filing by patient names is more cumbersome and subject to more error than numerical filing.

There are some types of filing system in health care institutions like Alphabetical Filing, Numeric Filing, Terminal Digit Filing, Middle Digit Filing, Subject Filing for making easier the finding process of patient’s file and store these in a safe and secure way so as it can’t be lost or exchange with another files. In this hospital the documents of

patient’s medical record are attached sequentially. And every medical record documents of each patient’s are stored separately by paper clip. All the medical record documents are kept according to patient’s discharge date.

There are some limitation procedures of patient’s medical record after discharge; it can be also known as minimum retention periods of medical records i.e., Healthcare records of an adult – eight years after last treatment or death. Children and young people – until the patient’s 25th birthday, or 26th if the young person was 17 at the conclusion of treatment, or eight years after the patient’s death. Guidelines for public hospitals also recommend keeping records for longer periods if the contents have relevance to adult conditions or have genetic implications. Maternity records – 25 years after the birth of the last child. Records of a mentally disordered patient – 20 years after last treatment or eight years after death.

The value of retaining records for longer periods is so they can assist in responding to a complaint or claim. The recommended minimum retention periods are guidelines only and it may sometimes be necessary to take an individual approach to some records and retain for longer periods.And the bed chart/bed-head-ticket is the most important, contemporaneous medical record having best evidentiary value in a court. It is a part of the medical records of an IPD patient. Hence, it must be maintained and updated regularly and preserved carefully after the patient is discharged.

MEDICAL CODING

Since the medical record is the major source of health information, it is necessary to maintain accurate, comprehensive and properly coded patient data, for representing four departments (medicine, surgery, paediatrics and obstetrics and gynaecology). The records were audited following the guidelines of the International Classification of Diseases, Ninth Revision, Clinical Modification (ICD-9-CM) for accuracy and completeness of documentation and coding of primary and secondary diagnoses and procedures performed.

Accounting for modern advances in clinical treatment and medical devices, ICD-10 codes offer many more classification options compared to those found in its predecessor, ICD-9. Within the healthcare industry, providers, coders, IT professionals, insurance carriers, government agencies and others use ICD codes to properly note diseases on health records, to track epidemiological trends and to assist in medical reimbursement decisions.

ICD-10 codes provide more detailed information for measuring healthcare service quality, safety and efficacy. Because better data will be provided via the ICD-10 code set, it has the potential to improve the following:

Value-based reimbursement

Outcome measurements

Clinical, financial and administrative performance

measurement

The design of payment systems and claims processing

Reporting on new medical technology

Improving reimbursement systems

Care and disease process management.

Color coded filing systems assign colored labels to certain key

letters or numbers of the file folder name. Assigning colors to key

letters or numbers creates blocks of colour or color bars when

like numbered or lettered file folders are organized next to one

another in your filing equipment. When file folders are

accidentally placed in the wrong area of the filing system, these

color bars are interrupted by a color that doesn't match making

the misplaced file folders obvious. In Sambhunath Pandit hospital,

there is a practice called color coding. In this technique the

medical records of patient are kept in separate colored package.

The Blue packet signifies all the patient’s records who are admit

in medicine department, the Nevi Blue packet signifies all the

patient’s records of surgery, and the Brown packet signifies all

patient’s records of gynaecology.

All the medical records of patients are stored in the packets of 3

different colors. And after that, all the records are kept in Medical

Record Department till the retention period of medical records.

In colour-coded labelling systems, colours and shapes represent letters and numbers. When arranged on a shelf they create a "sea" of colour patterns that makes it easy to scan and locate file folders. Without colour coding, sorting, filing, and retrieving folders is tedious and time consuming.

OBJECTIVE

To understand the proper overall Procedure and principle of

functioning of the hospital.

To have a clear concept of how the Medical Record

department work in the hospital and knowing their respective

functions.

To understand the application of managerial tools techniques

involved in the organization.

To put the theoretical knowledge into practical experiences.

To observe the flow of work with proper coordination and

synchronization as it happens.

To coordinate the patients with their problem of any printing

mistake in their medical certificate.

Broad Overview

The primary goal of the tertiary care hospital as a highest level of health care provision is to provide best possible health care to the patients. The modern era where it is the right of every patient to demand best possible care in Government hospitals, it is the duty

of every staff member of the hospital to deliver his optimum efforts to the entire satisfaction of the patient. Its assessment will give us an opportunity to find loopholes in our services and future

ratification.

It is the nature of a human being that by fulfilling one motive, another one takes the place which is to be fulfilled and the

process goes on

[1]. It helps in continuous evolution process. Patient satisfaction is one of the established yardsticks to measure success of the

services being provided in the health facilities. But it is difficult to measure the satisfaction and gauze responsiveness of the health

systems as not only the clinical but also the non-clinical outcomes of care do influence the patient satisfaction

[2]. Satisfaction is a psychological concept which is defined in different ways. Sometimes satisfaction is considered as a

judgment of individuals regarding any, object or event after gathering some experience over time

[3]. Human satisfaction is a complex concept that is related to a number of factors including lifestyle, past experiences, future

expectations and the value of both individual.

It can be defined as fulfilment or meeting of expectations of a person from a service or product. When a patient comes to a hospital, he has a preset image of the various aspects of the hospital as per the reputation and cost involved. Although, their main expectation is getting cured and going back to their work, but there are other factors, which affect their satisfaction.

Sometimes, they might have rated a hospital very low on the basis of information, they have got from different sources, but they find it above their expectation and they are satisfied. Similarly, if they have got a very high expectation from a hospital, but if they find it below their expectation, they will not be

satisfied. Hospitals have expanded in terms of availability of specialties, improved technologies, facilities and increased competition and the expectations of patients and their relatives have increased many fold. Consumer expectation in any medical experience influences whether how soon and how often they seek care from which medical facility.

High expectation from a medical organization is a positive indicator of its reputation in the society and is very important for attracting patients, whereas low expectation deters patients from taking timely medical help, thus negatively affecting himself as well as the medical care provider. However, a very high and unrealistic expectation may lead to dissatisfaction despite reasonable good standards of medical practice. Previously, there were very few government hospitals with no charge to the patients. Hence, the expectations were also very minimal. But now, the scenario has changed.

The hospitals (Govt.) have started no charging the patient. Private hospital care cost has gone very high. With the advent of Consumer Protection Act (1986), the patient’s expectation has also gone very high. Now hospitals have to be very careful about patient dissatisfaction to avoid any unnecessary litigation. Hospitals have evolved from being an isolated sanatorium to five star facilities. The patients and their relatives coming to the hospital not only expect world-class treatment, but also other facilities to make their stay comfortable in the hospital. This change in expectation has come due to tremendous growth of media and its exposure, as well as improvement in the facilities.

Knowledge of expectation and the factors affecting them, combined with knowledge of actual and perceived healthcare quality, provides the necessary information for designing and implementing programs to satisfy patients. Human satisfaction is a very complex concept that is affected by a number of factors like lifestyle, past experience, future expectation and the values of individual and society in terms of ethical and economical

standings. Maslow in 1954 gave the hierarchy of needs for satisfaction and motivation of individuals. According to him, needs generally have priority in the following order:

Physiological

Safety and security

Sense of belonging

Esteem

Self-actualization

PATIENT EXPECTATION AND SATISFACTION

The satisfaction of patients coming to hospitals depends on the structure and function of the medical care system. The functioning of medical care system is based on the various social, technical and physical aspects. The structure of the medical care system is guided by the policies of the government and the type of government set-up prevailing in the country, whereas the functioning mainly depends on those who manage the system. In a welfare state like India, where the government takes up the responsibility of providing free medical care to those who are unable to afford it, free consultation, medicines and treatment facilities have to be provided. Those receiving these kind of services may be satisfied with whatever services are being provided to them in the hospitals because they are free of cost. But, as soon as they come to realize that it is their right to receive these services and it is the responsibility of government to look after their well-being, when they cannot afford, rise in their level of expectations is incontrollable.

METHODOLOGY

PLACE OF STUDY:

SAMBHUNATH PANDIT HOSPITAL 11, Elgin Road, LalaLajpatRaiSarani,

Kolkata – 700020 Near NetajiBhawan

Phone: 033-22870078

DURATION OF STUDY:

6TH MARCH – 6TH APRIL

TIMING:Monday to Saturday from 10:00 A.M to 5:00 P.M

DATA COLLECTION METHODOLOGY:

SECONDARY DATA:

Waiting time:Time is so precious for all of us. Patients

are too busy people, with lives and time commitments just like us.

There has to be a common ground. The major problem in medical

record department is patient ‘s waiting time period. When a

patient come to the hospital and want to collect his or her

document, the medical record staff tell them to wait for a long

period he or she wait for maximum 2 to 3 hour. Sometimes they

did not deliver the patient’s document which date they havebeen

given before to them. Sometime the medical record staffs

misbehave with the patient’s which dissatisfied the patients.

Patient having multiple records

The medical records technician should be very careful in avoiding multiple records for a particular patient by taking necessary steps to eliminate duplicate records and ensuring each patient to have one medical record only.

But, without the knowledge of the medical records staff patients may tend to register newly during every visit to the hospital. The reason is patients feel very desperate to inform the staff that they lost their identity card. In such a situation, it becomes necessary to retain one record by cancelling the others.

The appropriate procedure is to retain the new record. The remaining records have to be cancelled and given cross-reference numbers. All the documents in the cancelled records need to be moved into the retained record. The cancelled empty folders with the cross-reference numbers should be placed in their respective area. Any cancelled record number should never be allocated to a new patient.

Mistake: In a medical record department patient’s death and birth certificate are preserved. Sometimes there are some mistake done by the medical record staffs like wrong date, time, name which are not appropriate or address and there are so many typing mistake because of their negligence. And for these dissatisfied patients, the reputation of hospital becomes worse.

DATA ANALYSIS

1. Waiting time of patients to receive any certificate

(Birth Certificate, Death Certificate, Discharge

Certificate) :

Waiting Time Satisfaction Level

0-10 min 15

15-30 min 10

30-45 min 5

More 4

2.Convenience in identifying our department

location:

Satisfaction Level

0-10 min

15-30 min

30-45 min

More

Number of Patients Satisfaction Level

0-50 20

50-100 15

100-150 5

150-200 4

Patient Satisfaction is Measured(Overall

Medical Record Department):

Satisfaction Level

0-50

50-100

100-150

150-200

Number of Patients Satisfaction Level

0-50 20

50-100 15

100-150 10

150-200 5

Satisfaction Level

0-50

50-100

100-150

150-200

CONCLUSIONS AND

SUGGESTIONS

Patient records are the primary repository of data in the

information-intensive health care industry. Although clinical

information is increasingly likely to be computerized, the current,

predominant mode for recording patient care data remains the

paper record.

In its study, the committee reviewed the needs of patient record

users, as well as existing and emerging computer technologies.

Hospitals work not to gain the visit of a patient for once, but to

build a long term relationship with them so that they always come

back to the same institution over and over again whenever

needed.

Through the discussion and data that have been obtained shows

that most of the patients are more than satisfied to visit

Sambhunath Pandit Hospital, in terms of, interaction with the

staff, their behaviour, services and other facilities.

Suggestions

Waiting hour for the patients to receive any certificates (Birth

Certificate, Death Certificate, and Discharge Certificate) can be

reduced.

Any errors or printing mistakes in patient’s medical certificate

can be decreased

Proper answers for patients query to be provided

Maintain a good behaviour with the patients.

Clean the department improving patient satisfaction.

Summary of findings

While preparing the project I have come across different issues

which helped me to analyze the following

Department does preserved the records of the patients

safely.

errors or printing mistakes in patient’s medical certificate

Sometimes the Medical record department staffs does not

maintain good behaviour with the patients.

BIBLIOGRAPHY

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