North West General Hospital and Research Center

1. North West General Hospital and
Research Center
About:
1 Northwest General Hospital is a Joint venture of Alliance Healthcare (Pvt.) limited, and is 200
bed, state of the art hospital and research facility based in the Hayatabad Region. Current
planning is underway for the building of a Medical School and complex medical research Center
in the vicinity of the hospital. An area of 30 canals has been acquired for this purpose having the
following specialties. This organization has no sponsor.
2 Their Chief Executive Officer (CEO) is Dr.Tariq Khan Hashim and Chief Operating Officeer
(COO) is Rahat Ullah Khattak.
3 The rough estimate about the total assets of the organization is 100 crore or 480 million dollars as
10 million = 1 crore or more .
4 Description of Northwest Hospital is a community of caring health professionals, valued and
recognized for promoting wellness through early detection and prevention, minimally invasive
interventions, innovative clinical practices and intense patient care.
History:
Northwest General Hospital is a venture of Alliance Healthcare (Pvt.) limited. At the start there
were 8 shareholders who used to serve in Rehman Medical Institute (RMI). But because of some
problems or other reasons they left the RMI and started their work in North West General
Hospital. Recently there are 34 shareholders. According to the material management department
they are not the owners but represent themselves as owners. The first challenge, they met, was
how to make themselves marketable. They made themselves marketable by introducing the
doctors who had fame among the society and already had loyal customers ranging from 100 to
150 per Doctor. Ultimately customers started visiting North West General Hospital for seeking
treatment. They got their first goals very easily and faster than their expectations. In the last few
years there was Human resource department and is recently introduced. They used to have a few
specialties at the start.
Mission:
Their mission is to raise the long-term health status of our community by providing personalized
and quality care with compassion, dignity and respect. We aim to do this by offering world class
treatment by experienced staff and faculty.

2. GOALS:
The goals of NWGH include the improvement of their services in a better environment. They
wanted to increase the number of the specialties as compare to RMI. According to MMD and
Human resource (HR) management they have achieved their goals much faster than their
expectations. Today they have a large number of specialties. Recently they are focusing on the
establishment of new Medical school and research centers. For this purpose new building is
under the construction. What and how they planned for this, is kept in secret.
They Provide:
Services across multiple specialties including: 24-hour emergency services, critical care, cardiac
care, stroke program, cancer care, childbirth center, rehabilitation center, diagnostic imaging,
geropsychiatric center, laboratory services, and education services.
Also below is a picture given showing that is also provides opportunities to both the experienced
and fresh both who wants to apply to ts organization. Also a form of advertisement.

4. Products:
Services across multiple specialties including: 24-hour emergency services, critical care, cardiac
care, stroke program, cancer care, childbirth center, rehabilitation center, diagnostic imaging,
geropsychiatric center, laboratory services, and education services.
VISION:
Northwest Hospital is a community of caring health professionals, valued and recognized for
promoting wellness through early detection and prevention, minimally invasive interventions,
innovative clinical practices and intense patient care.
NWGH QUALITY STATEMENT, A STATEMENT OF COMMITMENT:
We take pride in the fact that our quality policy is patient centered and solely patient oriented.
Delivery of safe and high quality healthcare for each patient in NWGH is the centerpiece of our
quality policy-continuously improving the safety and quality of care we offer. Sharing of
information with the patients and their attendants about the quality of services we provide is an
initiative that this hospital has launched with clear explanation of what the information implies.
This demonstrates their firm commitment to excellence in their services which also empowers the
patients to make informed decisions about their course or treatment. Satisfaction of patients is
deemed paramount. We have a system in place for feedback from the patients and their
attendants through "Complaint Cards" readily available in the room and on Reception Desk. This
helps them continuously measure patient satisfaction. The Hospital uses this feedback to strive to
improve the experience of their patients. We are committed to keep our patients away from any
harm by setting and adhering to strict standards and also being leaders in implementing new
technologies which improve the safety and care of our patient. Our main asset and surety for
provision of the highest quality of medical care with deep compassion stems from the lifelong
commitment and dedication or our consultants who have pooled their talents and expertise under
one roof and this is the hallmark of NWGH which is hard to be matched by any other institute
elsewhere. At NWGH the patient is the first and top priority and his/her word the last in assessing
and improving NWGH quality standards.
IT PROVIDES EXECUTIVE HEALTH PROGRAM:
A thorough medical checkup can prove instrumental in the timely detection of disease, averting it
at an early stage and avoiding further complication. The Northwest General Hospital Executive
Health Check has been specifically designed, so that consumers remain fully aware of the state
of their health.
Executive Health Check combines a comprehensive history and physical examination with
advanced screening tests. Custom-tailored diagnostic evaluations, recommended by highly

5. trained and experienced physicians focus on promoting fitness and prevention and detection of
health problems before they develop in to a possible threat.
The patient's age and gender, as well as medical/surgical history, family history are all thoroughly
explored and documented. Personal diet, exercise and lifestyle issues are incorporated in the
medical overview. Sophisticated customized diagnostic tests are performed on blood, urine and
stool samples.
Customary screening tests (ECG, X-Ray, etc.) are ordered and technologically progressive
diagnostic studies are considered on need basis.
Once the extensive lab testing and screening studies are completed a highly qualified consultant
physician will discuss consumer reports and current health status with him. If a potential problem
is identified, the consultant physician will advise him any further plan of action. This will conclude
his evaluation. The evaluation report and clinical summary will be furnished to him within 48 hours
PEOPLE USE NORTH WEST GENERAL HOSPITAL SERVICES:
 To treat illnesses, injuries, and health conditions
 To prevent or delay future healthcare problems
 To reduce pain and improve quality of life
 To obtain information about their health status
Specialties:
 Cardiology: for the heart patients
 Dermatology: for skin patients
 ENT: for Patients having problem eye, nose and throat.
 Gastroenterology: For patients having problems in stomach or intestines etc.
 General medicine
 General Surgery
 Nephrology: For kidneys patients
 Neurology: For the patients having problems in Nervous system.
 Neurosurgery: The surgical or operative treatment of diseases of the brain and spinal
cord.
 Orthopedic Surgery: For the patients having problems in bones and joints.
 Oncology: For the treatment of the tumors.
 Pediatrics’: The general medicines for children
 Pediatric surgery: Children surgery
 Pulmonology: Relates with treatment of the diseases of the lungs

6.  Thoracic surgery: For the patients having problems in chest
 Urology: Deals with the patients having problems in urinary tracts
 Dentistry: Deals with problems of the teeth and jaws
 Ophthalmology: Deals with the problems of eyes
 Transplant Surgery: Implantation of the organs ( hair, kidneys etc)
COST:
The total cost for the Executive Check Up is Rs. 20,000/- only. Should they wish to stay in their
Executive Suite, the cost will be Rs. 22,000/- only.
Additional tests and investigations as well as further references to specialists are not included in
this package and will be billed separately. All tests mentioned in this package are subject to
change depending on the report of the Medical Officer who will conduct the initial Physical
Examination. Fees for tests which are not performed or conducted due to any reason will be
refunded.
INCLUDED IN THE PACKAGE
• Medical History
• Physical Examination
• Laboratory Tests
• Chest X-Ray
• ECG
• Echocardiography
• Exercise Tolerance Test
• Pelvic and Abdominal Ultrasound
About Alliance HealthCare Services:
With more than 1,000 hospital and other healthcare clients in 46 states, Alliance HealthCare
Services is the nation’s largest provider of advanced outpatient diagnostic imaging services,
focusing on MRI, PET/CT and CT through its Alliance Imaging division and radiation therapy
services through its Alliance Oncology division. Alliance also offers comprehensive, women’s
breast health care solutions, including everything from breast imaging to cancer treatment.
Alliance operates 559 diagnostic imaging and radiation therapy systems. The Company is the
nation’s largest provider of advanced diagnostic mobile imaging services and one of the leading

7. operators of fixed-site imaging centers, with more than 130 locations across the country. Alliance
also operates over 35 radiation therapy centers, providing state-of-the-art treatment and care for
cancer patients.
Alliance Healthcare’s origins are deeply rooted in community healthcare: the company was
founded under the UniChem brand over 70 years ago by a group of London pharmacists, to serve
independent pharmacy.
Alliance Healthcare is a leading international provider of pharmaceutical wholesale, offering
innovative added-value services to independent pharmacists and pharmaceutical manufacturers
across Europe and beyond. It also supports a large network of independent pharmacies across
Europe.
Internal view:
There are two gates, one for the officials and one for people including customers. Guards are
present for regular checkup. There is a Mosque, Canteen and Generators at a side in case of
load shedding. The rooms are well ventilated and air conditions are installed in each room and
hall. There are elevators for the comfort and saving time of consumers as well as the staff. There
are TV screen installed in the waiting halls. Very cool ,calm and healthy environment. There are
well qualified doctors and the most amazing thing is, the presence of Nurses from foreign
countries like Afghanistan and Philippine are available for the maximum satisfaction of their
customers and to provide high quality service.
Ranking:
Also winning the award recently is NWGH Ranking at no 3 just within the span of its 3 years, for
providing the best services in the area.
The Pakistan 100 is a program of All World Network in partnership with Harvard Business School
Professor Michael Porter and presented by Cyan Limited Pakistan. Growing at 55% a year and
collectively employing 41,000, the Pakistan 100 were announced worldwide at the Pakistan 100
Awards & Summit in Lahore.
The Pakistan 100 companies, led by dynamic men and women, represent the leading edge of a
new approach to competitiveness,” said All World co-founder Harvard Business School Professor
Michael Porter.
The Pakistan 100 Awards & Summit brought together Business and Government leaders and
influencers, including Hussain Dawood, CEO of Dawood Hercules; Muhammad Ali, Chairman of
SECP; Mian Mansha, Chairman and CEO Nishat Group, MCB Bank Limited, Asad Umar, CEO
Engro Corp, U.S. Chargé Affairs Ambassador Richard Hoagland and U.S. Consul General in
Lahore Nina Maria to name a few.
Commenting on the success of Pakistan 100 at the Awards Ceremony, All World co-founders
Deirdre Coyle and Anne Habiby urged the Pakistan 100 to go further “When no one expected
much, the Pakistan 100 broke records for growth, transparency and competitiveness. They are

8. the personification of what every country dreams of having. Now raise the bar higher and build
Pakistan as a leading entrepreneurial nation.” Added Pakistan 100 Founding Director Malik
Ahmad Jalal, “As the Pakistan 100, you send a signal to everyone in Pakistan and around the
world that Pakistan is open for business. There is no more important message to secure peace
and prosperity
Consumer Demand for Improvements:
Consumers demanded improvements in North West General Hosptial services. Patients are
faced with more situations that require medical information to be shared freely among different
providers.
Traveling, moving, consulting specialists, or changing primary providers are all situations in which
North West General Hospital consumers required a way to transport the information needed to
dispense quality medical care easily and securely. According to the manager now-a-days about
90% of Afghans visits North West General Hospital for seeking service.
According to these problems of consumers, the management has decided to bring people who
can speak Pashto, Persian and Urdu languages. Now the Afghans do not have any problem in
communication for getting information. The North West Hospital management also decided to
bring specific Ambulances for emergency purposes.

9. Benefits:
From the initial registration and admission of a patient through the processing of medical claims
and billing, North West General Hospital is very beneficial. The following are some of the most
important benefits of NWGH.
 It has a large number of specialties as compare to any other hospital in the surrounding
area.
 It provides house jobs for the fresh graduates.
 It is situated in a very safe place.
 Provides better service with the same cost as RMI in a peaceful environment.
 Provides immediate service in case of emergency
 The consumers receives helpful information’s very easily.
Challenges:
Like different organizations, NWGH also has various number of challenges. Some of them were
told by the HR manager and MMD manager as under.
 The very first one to be in advance position than RMI.
 Security problem exists.
 Keeping the Pharmacy department free of fraud.
 The main challenge is to attract the attention of the local consumers for seeking the service of
NWGH.
 If the project like NWGH is introduced in the neighbor (Afghanistan) country, then almost 90% or
less consumer will not come to NWGH. And it will lead towards the failure.
 According to the HR manager the employee turnover rate is very large, which is not a good sign
for the organization. Because most of the employees leave the specific departments without
informing the manager of that department.
 Hiring the new employees is a very big challenge, because they want someone to be trusted and
must have some technical knowledge and talent.
 He said when the new employees are hired they needed to be trained. So, for this purpose he
arrange a training session in minimum days. Most of them, become well trained but some are not,
which again creates problems and they look for new employees
 According to MMD manager he has the challenges of providing materials (like chairs, tables,
surgery tools etc.) of low cost and of well quality in the given time.
Structure:
The management style is somehow explained by the Director of HR department. But he did not
inform us completely and he wanted to keep the management style in secret. But we went on a
walk through out the hospital and we found the following departments.
Chief executive officer ( CEO):
The CEO is selected from one of the shareholders ( according to the MMD manager)

10. Chief operating officer ( COO):
The CEO and COO, both are responsible for communications and marketing. They creat over-all
plans and goals. Both of them are a kind of Top line managers.
Director of Operations:
This department is concerned with information, medical records, call center, business units,
service improvements.
Director of Human Resources:
This department is concerned with the Human Resources, Print and Design, Organizational
development, Occupational health, Management and leadership Development. Training and
Development.
Medical Director:
This department is concerned with Research and Development, Medical Education and
Innovation and Business Planning and Development.
Director of Nursing:
This department is concern with Infection Prevention, Nursing and Midwifery Professional
Development, Patient Liaison, Clinical Governance and Patient Experience.
Director of Finance:
This department is concerned with Payroll, Fundraising and Procurement.
MATERIAL MANAGEMENT DEPARTMENT:
The main responsibilities of this department is to provide materials like chairs, surgery tools etc.
Director of Partnerships:
This department is concerned with Pathology Development and IT.
Organization chart of NWGH:
Was not provided because of secrecy policy.
PERSON AND POSITION:
We first interviewed the Material Management Department manager then some little information
were given by the HR manager.
MMD Manager Background:
His name is M. Arbab Jaseem. He has 17 years experience in the field of management. He
worked as a manager in the UBL bank for 15 years. He used to have his own clinic in his home
town. He is BA graduate from Edward College. His experience and hard work lead him to this
position i.e he is manager in NWGH. When he lost his clinic, then some of the doctors of the
NWGH invited him to be a manager.

11. The manager of HR department is Zeeshan Alam. He is an MS. He got his BBA (Hons) from
Cecos University He has 5 years experience in HR management. He is trained by IRC for 2
years.
Both, MMD manager and HR manager suggest, never compromise on the rules of your
organization or department. If an employee does not perform his responsibilities, let him fired out
of the organization. They have fired some, but they faced a great problem while hiring new
employees. Because they need training to be familiar with the rules of the hospital or department.