COMMUNICATION REPORT

Submitted by:
Muhammad Daniyal Khan
Hafiza Wajiha Hamid
 ACKNOWLEDGEMENT

Alhamdulillah, first of all we thank God as finally the task for the
accomplishment of a report on ‘COMMUNICATION’ is finalized.

We also want to ‘Thank’ to our lecturer because without her guidance the
report cannot be done properly as per the narrative we discussed in the class
room. She is always supported and helped us as to how do the report in line
with the purpose and projection of an outcome from research based study.

Followed by the assignment on ‘COMMUNICATION’ we approached

Liaquat National Hospital, Karachi for getting appropriate time and date to
discuss with them the matter pertaining to the report with the concerned
person and finally, we were advised to visit there on Friday, December 19,
2015.

It was an interesting and informative visit through which we gathered some

useful information on the topic. There, we welcomed by Ms. Nimra and then
we met with H.R Manager. The detail is enclosed with this report.

WE THANK YOU ALL!

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 LIAQUAT NATIONAL HOSPITAL

Liaquat National Hospital & Medical College is the renowned hospital in the heart of the
city, situated near Stadium Road, adjacent to the Agha Khan University Hospital,
Karachi. It is among the best private hospitals doing healthcare facilities to the people of
Karachi for the last 56 years.

Initially, it was started with four outpatient services and 50 beds, has now approximately
700 beds covering an area of nearly 53 acres with 30 medical and surgical specialties
providing both inpatient and outpatient services keeping the institution of delivering best
health care facilities Liaquat National Hospital is the leading hospital providing the most
advanced methods of diagnosis and treatment of nearly all clinical disciplines. It has the
latest diagnostic, therapeutic & preventive healthcare facilities and is equipped with
state-of-the-art advanced technology and fully-equipped operation theaters.

The hospital provides 24 hours’ emergency, pharmacy, laboratory and radiology

services including nuclear medicine facilities. LNH has approximately 715 beds in
operations including approximately 80 ICUs in Surgical, Medical, Chest, Nephrology,
Pediatrics, Neonatal, Stroke Unit and CCU, more than 65 HDU (high dependency unit)
in Pediatrics, Medical, Surgical, Chest, Nephrology, Plastic, Neurology, Gynecology,
and Neonatal HDU located in the many areas of the hospital. Liaquat National Hospital
has 14 main Operation Theatres for procedures under general anesthesia. Furthermore,
there are 04 Theatres to perform minor procedures under local anesthesia.

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 NAMES OF DEPARTMENTS LOCATED IN
LIAQUAT NATIONAL HOSPITAL

 Anesthesiology
 Internal Medicine
 Cardiology
 Nephrology
 Chest Diseases
 Neurosciences
 Cardiac Thoracic Surgery
 Oncology
 Dental and Maxillofacial
 Ophthalmology
 Dermatology
 Orthopedics
 Diabetic Care and Endocrinology
 Pediatrics
 ENT
 Pediatric Surgery
 Emergency Care
 Plastic Surgery
 Gastroenterology
 Psychiatrics
 General Surgery
 Rheumatology
 Gynecology & Obstetrics
 Urology
 Hematology
 Vascular Surgery

Having served a several decades Liaquat National Hospital is recognized for its services
from all the faculties, nurses and staff specialized in every aspect of medical care. They
care the patient’s need as the top priority and providing the highest standards of clinical
care available in Pakistan, it caters approximately 25,000 emergencies, 60,000 inpatients
and over 260,000 outpatients followed by the yearly services.

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 NAME OF DIRECTORS
Dr. Pervez Ashraf Chairman Faculty
Dr. Salman Faridi Medical Director
Brig. Dr. Syed Naseem Ahmed Director - Administration
Mr. Akberally Amirally Director - Finance
Ms. Nafisa Doosa Director - Human Resources
Mr. Mohammad Mobin Chief Internal Auditor

HEAD OF DEPARTMENTS
Mr. Mirza Samiullah Baig Controller - Corporate Billing & Recovery
Mr. Zafar ul Islam Financial Controller
Dr. Kashif Ahmed Khan Sr. Manager - O.T. & Ward Administration
Dr. Muhammad Haroon Sr. Manager - Corporate Billing & Recovery
Ms. Qudsia Khatoon Sr. Manager - Nursing
Maj(R). Dr. Shehzad Pasha Sr. Manager - I.T.
Mr. M. Ikhlaq Mansuri Sr. Manager - Budgeting & Costing
Mr. Bashir Shah Sr. Manager - Housekeeping & Food Services
Mr. Zubair Ahmed Manager - Payroll
Mr. Muhammad Tariq Manager - Purchase
Ms. Shazia Ishaq Manager - Administration
Mr. S.Aqeel Haider Kazmi Manager - Social Welfare & Patients Affairs
Mr. Muhammad Saeed Manager - Industrial Relations
Mr. Amjad Ali Rizvi Manager - Admissions / Home Health Services
Mr. Muhammad Siddiq Manager - Accounts
Dr. Syed Ahmed Raza Manager – Marketing & Media
Mr. Nasir Abdul Jaleel Manager – Pharmacy
Mr. Nasir Mansoor Manager - Laboratory Services
Ms. Mehreen Asif Sr. Admin Officer – Emergency
Mr. Wahid Ali Shah In charge - OP Billing

INTRODUCTION
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 Communication is one of the important factors in every healthcare services hospital. In
LNH it is taken as an interaction depends on effective communication, from making an
appointment and registering for a visit to describing symptoms, discussing risks and
benefits of treatments, and understanding care instructions. Good communication is
linked to improved patient satisfaction, along with the medical recommendations as well
as quick as possible and necessary health related results.

To follow the patients, it appears that there is an inevitable network of systems

comprises from servant to supervisory levels and from cell phone to loud speaker
systems to evolve the history of individual patients, and to share about their information
and decide the appropriate measures to get well soon them and healing with the
problems soon.

As a result, the LNH also considers caring measures on top priority through use of,
information and communication technologies to support health services. Certainly, we
think that availability of information is the lifeblood of healthcare then communication
systems. They utilize information technologies whereas they have succeeded in the
achievement of a significant advanced research in highly specific areas like
telemedicine, the clinical adoption of even simpler services like voice-mail or electronic
mail is still not commonplace in many health services. Much of this would change if it
were more widely realized that the biggest information repository in healthcare takes
place among the working staff. They think that the biggest information network is the
complex web of conversations that link the actions of the individuals in the hospital for
needy patients and the emergency services in the hospital.

QUALITY MANAGEMENT SERVICES

Basically, the Pharmacy Quality Management Services (PQMS) determines the quality
& safety aspects through implementing the Quality Management System in the
Department of Pharmacy Services. LNH is making efforts result in delivering the best
care to the patients, followed by patient safety parameters, safe medication usage and
reducing delays in therapy management. PQMS also helps to review the gaps and gains
of Pharmacy Department on an ongoing basis and to find out their root cause and to
take corrective and preventive actions for overcoming the gaps. Following are the
activities performed by PQMS: 

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 For the purpose of Updating Policy and Procedure Manual of the Department they
develop Policies & Standard Operating Procedures (SOP) for standardization of work in
different areas of pharmacy. LNH follow the indicators: to check departmental growth
through Operational, Clinical & Financial indicators.

For necessary up keeping and improvement in information the LNH hospital Pharmacy
Internal Quality Audits (PIQA): is among the key services conducted on regular
intervals to gauge the gaps and gains through Pharmacy Quality Index periodically.

Management Review Meeting (MRM): Pharmacy Management Team reviews the

departmental quality management system at planned intervals in MRM to ensure its
continuing suitability, adequacy, and effectiveness. This includes assessing
opportunities for improvement and the need for changes to the quality management
system, including the quality policy and quality objectives.

Management Review Meeting (MRM): Pharmacy Management Team reviews the

departmental quality management system at planned intervals in MRM to ensure its
continuing suitability, adequacy, and effectiveness. This includes assessing
opportunities for improvement and the need for changes to the quality management
system, including the quality policy and quality objectives.

HOSPITAL SERVICES OFFERED TO THE PATIENTS

1) In-Patient Pharmacy Services:

 
LNH provides 24 hours’ medicine supply to admit & day care patients at their
bedside against clinicians’ orders under the supervision of registered pharmacists.
For safe, accurate and quick delivery of medicines to the admitted patients in wards,
Pharmacy runs Computerized Medication Order Processing System which processes
and delivers medicines to the right patient, right drug, right dose, right time, right
route and right expiry for efficient therapy management. They have total care and
serve the patient through proper medication management system; pharmacy
department keeps care on the quality-based & cost effective medicines directly
through their approved vendors. Pharmacist dispenses the correct medicines to the
patient against the clinician order through modified unit-dose based system in the
hospital.

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 2) Ambulance Services:
 
LNH provide Out-patient services, Department of Pharmacy Services caters
ambulatory care patients of LNH as well as from outside the hospital by providing
them the quality assured medicines against the prescription through patient
counseling by registered pharmacists. 

The salient features of Patient Counseling is to educate the patient about the
dispensed medication, it’s safe usage, storage, right time of administration, side
effects, drug - drug and drug - food interaction etc.

3) Clinical Pharmacy Services:

 
The aim of Clinical Pharmacy Services is to make sure patient safety parameters.
Pharmacists visit and review all medication orders in the patients’ profiles and
provide professional recommendations to clinicians about the medicines, their
doses, their interaction with other medicines, duration of therapy, lab reports etc. the
well trained and skilled staff in the above mentioned wards are also available to
reply any medicine-related queries from clinicians (such as medicine dosage, renal
dose adjustment, choice of therapy, etc.) as well as the nursing staff (such as drug
reconstitution and dilution, administration, rate of infusion, etc.) for taking care of
patients.

4) Oncology Pharmacy Services:

The onset of information in cancerous diseases oncology medication management

process requires technicalities of highly skilled professionals as even minor error can
significantly impact both quality care and patient safety. Oncology pharmacy
services works on the concept to provide the correct dosage to the patient as per
departmental approved Standard Operating Procedures. They follow “Ready-to-
Administer Medicines” for patients which are properly informed keeping in view of
patient safety system.

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 RESEARCH AND STUDY

During the discussion, it is also informed that the Head of Human Resources look after
all the departmental line managers and supervisory staff. It is good. HR Manager
usually communicates messages through emails. If the staff wants to transfer in
another department, they have to get approval from HR Manager. Due to an effective
system, they do not face barriers in clinical pharmacy. In rare cases, supportive staff is
not cooperative but it is supervisors’ responsibilities to look after the issues. If the
matter goes to the Medical Director than apart from emails he addresses staff through
correspondence. Sometimes, line manager supports to their staff and try to resolve
their issues personally. In case of scarcity they consider hiring of more staff, at times.

Sometimes, due to lack of clarity in instructions the staff faces issues. The solution of
these complaints as adopted is that the staff contacts HR Manager. He resolves matter
with consultation of the line manager.

The hospital has the mid-year evaluation system.

It is also communicated, that the management of LNH follow the system of DUHS as
a benchmark in education. Their OPD consists of around 500 patients daily. They
give them priority as and when needed.