JSS HOSPITAL

PROJECT REPORT

GROUP 1
Apoorva Jain
Saikat Biswas
Sameep Surya
Sangeet Baladevan
Shashank Choudhary
Shekhar Saurabh Biswal

Contents
JSS Hospital............................................................................................................. 2
STRATEGIC SERVICE VISION.................................................................................3
Operating strategy.................................................................................................. 4
Service concept...................................................................................................... 4
Target market segment............................................................................................ 5
DIMENSIONS OF SERVICE QUALITY.....................................................................10
SERVQUAL QUESTIONNAIRE................................................................................ 12
SERVICE BLUEPRINT........................................................................................... 15

JSS Hospital
The saga of health services of the Srimath began in 1974 with the establishment of JSS
Primary Health Centre at Ramanuja Road in the complex of JSS institutions. This centre was
primarily meant for annual medical check-up of the students from JSS Institutions. Similarly,
another health centre was established in 1992 at SJCE Campus. JSS Medical College was
started in 1984 and the primary health centre was upgraded to a 60 bedded hospital in 1986 as
a requirement for teaching hospital. Later, it was converted into a 1,200 bedded hospital to
fulfil the demand for healthcare services from needy people in and around Mysore region.
To cater to ever increasing health care needs of Mysore and the surrounding population,
foundation stone for the new 1,800 bedded hospital was laid by His Holiness Jagadguru Sri
Shivarathri Deshikendra Mahaswamiji on 29.06.2008.
The new JSS Hospital facility with 1,800 beds under one roof is one of Indias biggest
hospitals. It also has one of the biggest critical and emergency care facilities with 260 beds.
The motto of the hospital is to uphold the value of human life and provide advanced and
affordable healthcare to all sections of the society.
The hospital has state-of-the-art infrastructure and the most advanced equipment. It is a nonprofit hospital and is dedicated to serve the poor and downtrodden with affordable and quality
healthcare. The new facility is located in an area of 12.5 acres and has a built-up space of
12.5 lakh sq ft. The hospital provides service in 37 specialities/super specialities and has 55
special clinics. It plans to cater to the healthcare needs of more than 16,000 outpatients in
addition to the existing number of 18,000 and 3,500 inpatients every month.
The new facility offers a wide-range of diagnostic services and round the clock services in
Haematology, Biochemistry, Clinical Pathology, Cytology & Histopathology, Microbiology
& Serology, Radio diagnosis & Imaging, Immunology and Immuno-histochemistry.
All hospital clinical services are supported by 247 services like in house Central Sterile and
Supplies Department, in house Hospital Laundry, Drug Stores, Medical Gases, Security,
Ambulance Services, Medical Record Department, Hospital Management Information
System, Mortuary, Dietetics, Cafeteria, Public Relations & Telecommunications, Medico-

Social Welfare Department, Voluntary Services (Helping Hand) and Clinical Trial
Management Services.
The hospital is geared to provide excellent service in multi-disciplinary ICU, Surgical ICU,
Isolation ICU, Paediatric ICU, Neonatal ICU, Cardiac ICU, Respiratory ICU, Renal ICU,
Transplant ICU and Cardiothoracic ICU. These specialized intensive care units are specially
staffed and equipped to provide the highest level of care to patients.
STRATEGIC SERVICE VISION

Service delivery system

Infrastructure

One of Indias biggest hospital with 1800 beds

One of the biggest critical care and emergency care facilities with 260 beds
37 Speciality, super specialities and supportive services
55 different special clinics

Technological Edge

24 7 dialysis, drug centre, hi-tech ambulance services, emergency, radiology,

laboratory services, blood bank

Latest OT facilities with 27 major OTs with 3 modular OTs
3 tesla MRI unit
128 slice CT scanner
Flat panel cath lab
Electrophysiology lab

Medical Laboratory

Offers a wide range of diagnostic services

Equipped with Pneumatic Chute a vaccum based technology to convey
medical samples to respective laboratory areas with least human intervention

Blood Bank
Near about 100% collection is subjected to component preparations like packed cells,
platelet concentrate, fresh frozen plasma and cryo-precipitate

Operating strategy
Quality Policies and objective is

To provide comprehensive healthcare conforming to international standards

To serve humanity with compassion
To continually improve services
To ensure complete satisfaction to the sick and needy
To strive for continuous up gradation of knowledge and techniques
To ensure clean and hygienic environment
To offer personalized nursing care
To provide reliable and professional quality diagnostic services round the

clock
To work for human resources development
To move towards Total quality health care management

JSS Hospital has actively engaged in clinical research activities for more than a
decade. It meets all regulatory and ethical requirements while conducting clinical
research activities. It has a well experienced clinical teams to conduct clinical trials
and researches in various specialities.

Service concept
They have divided their services in Speciality services and super speciality services
Speciality services consists of General medicine, General Surgery, Obstetrics &
Gynecology, Pediatrics, Orthopedics, Psychiatry, Physiotherapy, Artificial Limb
Centre, Skin & STD, Ophthalmology, ENT, Anaesthesiology, Dental Surgery,
Ayurveda, Accident and Trauma Services, Critical care medicine, Biochemistry,
Microbiology, Radiology, Pathology, Dermatology, Occupational Therapy and
Nutrition & Dietiecs.
Super Speciality services consists of Cardiology, Nephrology, Gastroenterology,
Pulmonology, Neurology, Plastic surgery, Urology, Oncology, Rheumatology,
Hematology, Cardiothoracic & Vascular surgery.

They also conduct some of the activities such as

Health check-up camps

Blood donation camps
Model health village programmes
Free medical camps under THE HEALTH IS WEALTH programme for the

rural population
Free medical health check-up for school children from remote school areas
Free surgeries are conducted for cataract
CME programmes are held.

Target market segment

People from all ages are treated here. There are special clinics such as Ayurveda,
Speech & Hearing Centre, Clinical Psychologist, Medico social work, Naturopathy
etc.
They also provide Evening clinics which helps in avoiding long queues and visiting
doctors are made convenient. This is possible through appointment.

THE SUPPORTING FACILITIES

Servicescape Framework

Infrastructure:

Eco-friendly building with rain water harvesting and solar energy back up
In house RO generation unit
Central boiler system with solar energy back up
One of Indias biggest hospitals with 1,800 beds under one roof with high end

facilities
One of the biggest Critical and Emergency care facilities with 260 beds
World renowned teaching faculty
Built on 12.5 acres of land with a built in space of 12.5 lakh sq. ft.
37 specialties, super-specialties and supportive services
55 different special clinics
Established Psychiatry and Clinical Psychology

Technological Edge:

247 dialysis, drug centre, hi-tech ambulance services, emergency, radiology,

laboratory services, blood bank

Latest OT facilities with 27 major OTs with 3 modular OTs
3 tesla MRI unit First of its kind in the state
128 slices CT scanner First in the city
Flat panel cath lab
Electrophysiology lab
State-of- the-art blood bank; Regional blood transfusion centre
Well-equipped burns ward
Excellent physiotherapy and rehabilitation facilities
Integrated counselling and testing centre, Anti-retro viral therapy centre,
prevention of parent to child HIV transmission

Medical Laboratory:
The medical laboratory of JSS Hospital spreads over an area of one lakh sq ft and is
one of the largest such facilities in India. It offers a wide range of diagnostic services
round the clock and reporting facility in Haematology, Biochemistry, Clinical
Pathology, Cytology & Histopathology, Molecular biology, Microbiology, Serology,
Immunology and Immuno-histochemistry.

The laboratory is equipped with a state-of-the-art Pneumatic Chute a proven

vacuum based technology to convey medical samples to respective laboratory areas
with least human intervention ensuring high sample integrity and driving efficiency in
sample sourcing activity of the laboratory. The lab is among the very few in the

country to be recognized and designated as a regional TB testing laboratory and is

equipped with state-of-the-art walk-in incubator for the purpose. The laboratory
performs around one lakh investigations per month. There are satellite stat labs to
facilitate immediate or urgent tests to be performed during emergencies and for ICU.
Blood Bank:
The Blood Bank of JSS Hospital, which started functioning in the year 1995, was the
first licensed facility in Mysore. It was recognized and designated as a Regional
Blood Transfusion Centre in the year 2002. Here, close to 100% collection is
subjected to component preparations like packed cells, platelet concentrate, fresh
frozen plasma and cryo-precipitate.
The Blood Bank conducts around 25 blood donation camps every year. It also has a
huge list of voluntary donors and staff volunteers to meet its requirement. It caters to
the needs of the JSS Hospital and other peripheral health centres covered under JSS
Medical Services Trust.
The facility is equipped with state-of-the-art equipment like donor couches,
refrigerators and centrifuges, automated component separators, platelet agitator,
cryobath, deep freezers, immuno-hematology analyzers, ELISA system, gel
technology for compatibility testing, red cell antibody screening, aphaeresis and
plasmapheresis. It follows strict criteria for donor selection, ensures constant and
continuous calibration of equipment and has trained personnel to ensure high level of
patient safety.
Radiology:
The Department of Radiology at the hospital is equipped with some of the most
advanced equipment in Mysore, which include 3 Tesla MRI and 128 Slice CT
Scanning machines. It has latest, state-of-the-art ultrasound equipment, which
provides enabling platform to perform elastography and 4D imaging with
reconstruction capabilities.

The department is also equipped with high end digital radiography, fluoroscopy, highend PACS and RIS system. This ensures image transfer and viewing facility and

eliminates the need for film printing. State-of-the-art mammography facilities are
available for a thorough breast imaging. Guided biopsies, both CT and Ultrasound,
are conducted in the department. The departments advanced C-arm ensures adequate
support to the operating team in operation theatres. This facility is available 24 x 7
with specialist reporting facility.
Ambulance:
JSS Hospital has high-tech ambulances, which are equipped with ICU, cardiac
monitor, defibrillator, portable ventilator, infusion pump, syringe pump, scoop
stretcher, suction apparatus, emergency kit, intubation set, drug and consumables,
portable oxygen and compressed air. The ambulances are managed by personnel
trained in advanced life support and advanced trauma life support.
Pharmacy:
The hospital has a 247 pharmacy counter. All medications are supplied by the
hospital pharmacy maintaining strict quality control and desired storage conditions. It
is well-stocked and has an elaborate formulary.
Emergency Services:
The emergency department of the hospital has 30 beds and 2 state-of-the-art
ambulances equipped with all modern life saving gadgetry to handle all types of
emergencies. The emergency room is manned by ACLS and ATLS certified nurses
and specialist emergency medicine doctors. There is a stat lab to perform all
emergency investigations, along with a mobile X-Ray and a portable ultrasound
equipment for emergency imaging.

JSS Hospital is among the very few healthcare facilities to have state-of-the-art
operation theatres within the emergency complex to cater to all emergency
procedures. The hospital offers 247 services from a specialist trauma team to provide
specialty emergency services. These services are finely complemented by the
hospitals 247 blood bank and catheterization labs.
Operation Theatre:

JSS Hospital, is equipped with 27 state-of-the-art major operation theatres and 3

stainless steel antistatic modular OTs. The theatre complex is manned round the clock
by nurses and technicians and is geared to attend emergencies round the clock.
The operation theatres have HEPA filters with diffusers to ensure a high standard of
cleanliness. Most theatres have networking to support video relays, which enables
student training, enhances patient safety and reduces OT traffic and length of stay.
The theatres have a combined capacity to cater to over 3,000 procedures every month.
Of the 3 modular OTs, 2 are dedicated for cardiothoracic and vascular surgeries. All
theatres ensure round the clock availability of trained surgeons to meet all kinds of
emergencies.
Dialysis Unit:
The JSS Hospital is the only facility in Mysore to have a 30 bedded dialysis unit,
which is supported by state-of-the-art machines and a dedicated RO unit. The facility
has a segregated positive dialysis area, which is a novel measure to ensure high
standards of patient safety and minimize cross infections thereby increasing the
longevity of life. This is a 247 facility and caters to emergency dialysis and critical
area dialysis.
The unit provides chronic renal replacement therapy, slow low efficiency dialysis and
continuous ambulatory peritoneal dialysis. The unit also provides the required
support, guidance and counselling for renal transplant aspirants.
Catheterization labs:
Having set up two state-of-the-art catheterization labs, which offer 247 support by
trained technicians and qualified interventional cardiologists, the hospital aims to
provide cost effective and advanced cardiac care facilities to the people. It also
provides an enabling platform to introduce many other interventional procedures to
cater to cardiac, neurological and vascular emergencies. The laboratory is supported
by a well-trained team of cardiothoracic and vascular surgeons.

Artificial Limb Centre:

JSS Hospital established an Artificial Limb Centre on its campus in 1990 with a view
to provide aids/appliances to the disabled persons at minimum cost. Since inception,
this centre has been effectively addressing the issue of social, economical and
vocational rehabilitation of the disabled persons by providing necessary aids and
appliances.
JSS Hospital is recognized under the scheme of Assistance to Disabled Persons for
Purchase/Fitting of Aids/Appliances (ADIP Scheme) sponsored by Government of
India, Ministry of Social Justice and Empowerment. Till date, more than 10,000
disabled persons have been benefitted by our Artificial Limb Centre.

DIMENSIONS OF SERVICE QUALITY

Perceived Service Quality

Five principal dimensions that customers use to judge the service quality are as follows:
1.
2.
3.
4.
5.

Reliability
Responsiveness
Assurance
Empathy
Tangibles

1. Reliability

Behaviour of receptionist (whether they are friendly and helpful)

Experienced doctors & nurses

New technology oriented machines

Different departments for different diseases
Availability of beds
24*7 service
Ambulance service

2. Responsiveness

Patient waiting time

The receptionist receives the call immediately
Getting help in using a bedpan as soon as you wanted
Explanation to the patient what next steps are.
Updating the patient chart as each step is taken
Availability of doctors at emergency condition immediately
Regular monitoring of patients
Explanation on how long it will be before the next step and why.

3. Assurance

Provide care as per norms

Providing services on time
Availability of adequate resources
Easy accessibility
Affordable
Prompt attention
Less waiting time
Fruitful outcome

4. Empathy
Availability of Doctors and nurses on demand
Being treated with integrity, courtesy, and respect
Sufficient beds for the patients
Clean beds

5. Tangibles
Well maintained waiting room
Cleanliness of doctors chamber
Noise free atmosphere

SERVQUAL QUESTIONNAIRE
This questionnaire is part of an educational research being conducted at IBA Karachi, in
order to gain insight into the health care industry. We would appreciate an honest opinion and
thank you in advance for your precious time. Please mark your appropriate answer.

1. What was the response time of attending physician on your first visit in the OPD/
Emergency of the hospital?
A) 15 min

B) 30 min

C) 1 hour

D) more than 1 hour

2. How do you rate the quality of service in terms of paramedical staff?

A) Excellent

B) Good

C) Average

D) Poor

3. What was the level of seniority of attending physician?

A) Internee/ junior level

B) Resident/ middle level C) Specialist/ senior level

4. How was the overall hygiene or infection control measures in the hospital?
B) Excellent

B) Good

C) Average

D) Poor

5. How was the condition of equipment or medical instrument used for diagnosis?
A) Latest

B) Old

C) Outdated

D) Dont know

6. What was the turnaround time of basic investigations done in the hospital?
A) within 1 hours

B) within 2 hour

C) within 3 hour

7. You feel safe in your dealings with the hospital?

A) Yes

B) No

8. The hospital gives you individual attention.

A) Yes

B) No

9. The personnel of the hospital understand your specific needs

A) Yes

B) No

10. Do the Personnel in the hospital give you prompt service?

A) Yes

B) No

D) More than 3 hour

There is no right or wrong answers - all we are interested in, is the number that truly
reflects your feelings regarding hospitals that would deliver excellent quality of
service
1
5

Reflect strong Disagreement

Reflect Strong Agreement

11. When you have a problem, the hospitals/clinic shows a sincere interest in solving it.
1

12. The hospital diagnoses the problem right the first time when you visit?
1

13. Does the Hospital contain an error free record of your previous visits?
1

14. The personnel in the hospital tell you exactly when services will be performed?
1

15. The hospital has operating hours convenient to all its patients
1

16. Personnel in the hospital are consistently courteous with you.

1

17. The behaviour of personnel in the hospital instils confidence in you

1

18. Materials associated with the service (such as pamphlets or statements) are visually
appealing.

19. Quality of food available in hospital canteen

1

20. Are you satisfied with the support activities (counter dealing, communication etc.) in
the hospital?
1

SERVICE BLUEPRINT