ESP

Medical Track
Unit 5
Managing Hospitals

Word Study

retail (n.)

: the activity of selling goods to the public, usually in small quantities

security (n.)

: protection of a person, building, organization or country against

threats such as crime or attacks by others

outsourcing (n.)

: a situation in which a company employs another organization to do

some of its work, rather than using its own employees to do it

competence (n.)

: the ability to do something well

operate (v.)

: to (cause to) work, be in action or have an effect

properly (adv.)

: correctly, or in a satisfactory way

oversight (n.)

: a mistake made because of a failure to notice something

track (v.)

: to record the progress or development of something over a period

asset (n.)

: a useful or valuable quality, skill or person

entail (v.)

: to make something necessary, or to involve something

integrate (v.)

: to combine two or more things in order to become more effective.

(integrated services)

relevant (adj.)

: connected with what is happening or being discussed

share (v.) /a platform/ : to give speeches or to perform at the same public event
pillar (n.)

: a very important member or part of a group, organization, system, etc.

workflow (n.)

anticipate (v.)

: the way that a particular type of work is organized, or the order

of the stages in a particular work process
:

to imagine or expect that something will happen, sometimes taking

action in preparation for it happening

flag (n.)

hierarchy (n.)
importance
recognition (n.)

: a piece of cloth, usually rectangular and fixed to a pole at one

edge, that has a pattern which shows it represents a country or a
group, or has a particular meaning
: a system in which people or things are arranged according to their
: agreement that something is true or legal/ If you are given recognition, people
show admiration and respect for your achievements

ultimately (adv.)

: finally, after a series of things have happened

venture (v.)

: a new activity, usually in business, which involves risk or uncertainty

seek (v.)

: to ask for advice, help, approval, permission, etc.

benchmark (n.)
sustainability (n.)
context (n.)

: a level of quality which can be used as a standard when

comparing other things
: ability to continue over a period of time
: the situation within which something exists or happens, and that
can help explain it

prominently (adv.)

: very well-known and important

alert (v.)

: to warn someone of a possibly dangerous situation

badge (n.)

: a small piece of metal, plastic, cloth, etc., with words or a picture

on it, that is pinned or sewn to your clothing, often to show your
support for something or belief, or your rank, or membership of a
group, etc.

contribute (v.)

: to do/give in order to provide or achieve something together

with other people

critical (adj.)
oversee (v.)
allergy (n.)

: of the greatest importance to the way things might happen

: to watch or organize a job or an activity to make certain that it is
being done correctly
: a condition that makes a person become ill or develop skin or
breathing problems because they have eaten certain foods or been
near certain substances

bereavement (n.)

: the death of a close relation or friend

liaison (n.)

: someone who helps groups to work effectively with each other

preference (n.)

: when you like something or someone more than another person or thing

evaluate (v.)

: to judge or calculate the quality, importance, amount or value of something

assist (v.)

: to help

attendant (n.)

: someone whose job is to be in a place and help visitors or customers

clinical (adj.)

: describes medical work or teaching that relates to the examination

and treatment of ill people

separate (v.)

: existing or happening independently or in a different physical space

identification (n.)

: when you recognize and can name someone or something/

an official document that shows or proves who you are

Reading
(1)
Modern hospitals are becoming more complex, often managing and providing a
variety of services, such as retail, security and even hospitality. A lot of these services are
outsourced to third parties, allowing the hospitals to focus on their core competence,
which is care provision.
(2)
A hospital is one of the most complex facilities to build, operate and maintain,
says Grace Ho, Director of Business Development. To ensure services performed by
different parties are properly delivered to end users be it clinicians or patients, you need
to have close monitoring and clear oversight over these various aspects.
(3)
In other words, hospital management needs to monitor and track not only physical
assets, but also service delivery level as a whole. And what this entails, according to
Stephen Lim, of SQL View*, is IT-enabled integrated service level management. An
integrated approach would include not only the hospital, but also third party service
providers to participate and make relevant decisions on a single, shared platform.
(4)
Grace Ho notes that there are four pillars of integrated service management:
integration with the rest of the hospital workflow, ability to actively anticipate and flag
situations, executive dashboards that ensure situational visibility according to
management hierarchy, as well as the recognition of shared services model, whether on
premise or outsourced.
(5)
A healthcare business ultimately is a service business, a people business, says
Lim. While seeing more investors venturing into healthcare business, we have to
acknowledge that the community within the hospital is not only seeking medical care, but
an integrated experience.
(6)
Lim also believes healthcare sector could learn from and benchmark against
experience of other industries when it comes to services other than care provision. One
example is building management. Most general hospitals now come with cafeterias,
tenanted medical clinics and retail shops, he explains. Similarly in the areas such as
security, interior maintenance and energy sustainability, a lot of industry standards and
best practices are available for hospitals to translate into their own context and adopt.

Healthcare Teams
(7)
In all modern hospitals, all health care employees doctors, nurses, medical
residents and staff wear their photo identification in a prominently displayed manner.
Nurses are alerted by call light and security personnel question anyone unknown who
walks into hospital or examination room without a photo identification badge.
(8)
Throughout their medical care, patients will come into contact with many people.
All employees, including physicians, are expected to introduce themselves, let the

patients know what role they have in their healthcare, what they are planning to do, when
they are going to do it, what effect it will have on patients and what to expect next.
Physicians
(9)
The team of doctors is led by an attending physician, who is in charge of the
patients care. The doctors, including the attending physician, may rotate on and off the
patients care. In other words, the residents and attending physicians may change during
the patients stay and may result in their being treated by many doctors. New physicians
will introduce themselves as they join the team and contribute to the patients care.
Nurses
(10) Registered nurses provide a critical link between the patients and the healthcare
team. In addition to contributing to their patients care, nurses communicate their needs to
their doctors and other team members and inform them about their medications, inhospital treatment, and post-hospital home care. Registered nurses also oversee other
healthcare workers such as care partners, to ensure that their comfort and hygiene needs
are met.
Pharmacists
(11) Although patients may not meet the hospital pharmacists, they are important
members of their healthcare team, carefully preparing medication, and monitoring drug
therapy for effectiveness, potential side effects, allergies and possible food and drug
interactions.
Care Coordination
(12) Case managers work with patients, their families and their healthcare team to
coordinate their hospital stay. They are also available to assist with the planning and
coordination of their transition from the hospital to home or to other care facilities.

Clinical social workers

(13) Clinical social workers can assist patients and their families members with any
personal, emotional and/or family problems and difficulties due to their illness or injury.
Individual, family and group support for sudden illness, separation from home and job,
bereavement, substance abuse, domestic violence and other issues can be arranged, as
well as referrals to community resources.
Discharge planners
(14) They can help patients transfer to a continuing care facility (a rehabilitation center
or skilled nursing home) upon their physicians recommendation.

Clinical dieticians
(15) They work closely with the patients healthcare team, clinical dieticians ensure
that patients are receiving the appropriate balance of nutritional meals throughout their
stay.
Resource case managers
(16) Home care liaisons work with patients, their families and doctors to arrange for
specific nursing care or other treatments to be continued at home after discharge from the
hospital. Their individual needs and continuing care preferences will be carefully
evaluated and their insurance coverage will be considered and reviewed.
Rehabilitation staff
(17) Physical and/or occupational therapists may work with the patients to help regain
their strength and function. If required, an individualized treatment plan will be
developed to help them meet their specific goals and provide recommendations for postdischarge care.

____________________________________________________________
* SQL ( Structured Query Languages) is a special-purpose programming language
designed for managing data in relational database management systems (RDBMS).

I. Vocabulary Exercises
A.

With the help of the clues in column B, unscramble the jumbles in column
A.

Answers

ensrlnpeo

B
the people who are employed in a company,
organization or one of the armed forces
when you direct someone to a different place or person
for information, help or action, often to a person or
group with more knowledge or power

lfreraer

eortat

if a job rotates or if a group of people rotate their jobs,

the jobs are done at different times by different people.
a change from one form or type to another, or the
process by which this happens
a person who pays rent for the use of land or a building

ninsrtaito
neatnt
dromcemne

to suggest that someone or something would be good or

suitable for a particular job or purpose, or to suggest that
a particular action should be done

rtosinev

a person who puts money into something in order to

make a profit or get an advantage
the characteristic of often changing and being different

yavrtei
eachdisgr

to allow someone officially to leave somewhere,

especially a hospital or a court of law
a piece of cloth, usually rectangular and fixed to a pole
at one edge, that has a pattern which shows it represents
a country

galf

B.
Study the following sets of words carefully. In each set, there is one word that
does not belong in (meaning wise). Find the word, then underline it.
modern

recent

up-to-date

foreign

divide

provide

complex

separate

give

grant

sophisticated -

fabricate

intricate

participate

share

join in

relevant

sedated

related

associated

resident

occupant

succulent

dweller

bereavement -

sorrow

grief

achievement

preference

reference

liking

partiality

desired

needed

retired

required

coordination expect

sustain

deficiency
closely

approach

C.

manifestation - harmonization

synchronization

anticipate

duplicate

foretell

endure

tolerate

elaborate

effectiveness

efficacy

ability

carefully

eminently

diligently

reproach

method

manner

Choose the correct words in the brackets that complete the meaning.

1. It has been suggested that placing physicians in leadership positions can (result affect
deflect ) in improved hospital performance and patient care.
2. The wealthiest and most prestigious hospitals arguably have the widest (shortage
choice chance) of leadership candidates.
3. There is a large network of public hospitals and nursing posts spread across Saudi
Arabia to provide ( permissible negligible accessible) health care to all communities.
4. Hospitals provide a broad range of in-patient and out-patient health care services to
(match dispatch enlarge) the needs of the community.
5. In-patient services (preclude -include exclude) medical, surgical, paediatric, obstetric
and rehabilitation services.
6. Patients requiring elective surgery (non-life threatening) at a public hospital are often
(replaced outclassed placed) on waiting lists for some operations.

7. Nursing posts and nursing centres can (differ offer buffer) basic health care and
treatment.
8. If you are in a public ward under the care of a consultant for treatment and you remain
overnight, you are receiving (in-patient out-patient all-patient) services.
9. If you are in a private bed in a public or voluntary hospital, you must pay for your
(bereavement concealment maintenance).
10. Hospitals, public and private ones, are (focused sanctioned approved) on the
comfort and wellbeing of all patients.

D.

Choose the words that are closest in meaning to the underlined ones.

1. Disinfection and sterilization are essential for ensuring that medical and surgical
instruments do not transmit infectious pathogens to patients.
a. convey
b. forbid
c. suppress
d. compress
2. Sterilization describes a process that destroys or eliminates all forms of microbial life
and is carried out in health-care facilities by physical or chemical methods.
a. permits
b. terminates
c. collaborates
d. cooperates
3. Hospital cleanliness is such a massive issue for the management of hospitals around the globe.
a. not that important
b. relatively important
c. extremely important
d. can be done without
4. In America, according to the Centers for Disease Control and Prevention (CDC),
around a million people contract a hospital infection each year, a figure that is too high
on any level.
a. rid themselves of all infectious diseases
b. convey diseases to other patients at the hospital
c. interact with other patients at the hospital
d. catch or become ill with a disease

5. Patients rate cleanliness very highly. They are entitled, and expect, to be treated and
cared for in pleasant, clean, tidy and safe environments.
a. pace
b. cost
c. price
d. value
6. When a room has been used to care for a patient with an infection, it will need to be
deep-cleaned before the next patient is admitted.
a. to perform an exceptionally intense cleaning process
b. to perform cleaning of dirt and stains
c. to perform a thorough cleaning of foreign matter or pollution
d. to clean using plenty of water
7. All spillages of blood and body substances must be dealt with immediately by an
appropriate member of staff and in accordance with trust policy.
a. wastages
b. leakages
c. beverages
d. sponges
8. Good hand-hygiene remains the most effective method of preventing spread of
infection between patients and also in preventing the acquisition of infection by staff.
a. inquisition
b. intrusion
c. attainment
d. containment
9. Nurses have a central role to play in keeping patient care areas clean and tidy, and in
setting standards for their ward or department.
a. to establish a measure or model to which other departments should conform.
b. to give advice to other wards whenever necessary
c. to collaborate with other wards/departments
d. to establish a relationship with other patients at other wards/departments
10. Disposable plastic aprons must be worn as a waterproof barrier if contamination of
clothing is likely to occur.
a. carrier
b. block
c. chunk
d. carter

E.
The words in list B have their antonyms (opposites) in the passage. Scan the
passage again, find the antonyms, and then write them in the correct blanks in column
A.

Column A

Part of Speech

Column B

adj.

ancient, archaic, old

adj.

simple, modest

n.

insecurity, anxiety

adv.

improperly, unsuitably

n.

mismanagement

adj.

irrelevant, unrelated

adj.

obscure, unclear

adj.

public

n.

imbalance

n.

weakness, frailty

n.

discomfort, uneasiness

adj.

specific

v.

separate

v.

hindrance

n.

invisibility

v.

exclude, eliminate

F.
Use the following list of words to fill in the blanks in the table. Put the nouns
in the boxes in column A, the adjectives in column B, the verbs in column C, and the
adverbs in column D.
complex retail hospitality outsourced competence properly clinician track
asset entail relevant platform workflow actively anticipate dashboard
situational hierarchy premise ultimately venture benchmark sustain
prominently badge rotate critical oversee assist bereavement abuse referral
rehabilitation closely nutritional liaison evaluate coverage occupational
recommend discharge transition

A
NOUNS

B
ADJECTIVES

D
ADVERBS

C
VERBS

G.
Match the words in Column A with their definitions in Column B.
Write your answers in the middle column.

Answers

1. focus (n.)

1.=

a. to return someone or something to a good or

healthy condition, state or way of living

2. hierarchy

2.=

b. a way of considering or doing something

3. maintenance

3.=

c. a system in which people or things are

arranged according to their importance

4. rehabilitate

4.=

d. to move someone or something from one

place, vehicle, person or group to another

5. nutritious

5.=

e. describes medical work or teaching that

relates to the examination and treatment of ill
people

6. premises

6.=

f. the land and buildings owned by someone,

especially by a company or organization

7. clinical

7.=

g. the main or central point of something,

especially of attention or interest

8. facility

8.=

h. containing many of the substances needed

for life and growth

9. transfer (v.)

9.=

i. a place, especially including buildings,

where a particular activity happens

10. approach (n.)

10.=

j. the work needed to keep a road, building,

machine, etc. in good condition

H.

Use the words in boxes to fill in the spaces in the passage.

longer

harmful

controversy

traced

reduce

supplements

bones

dangerous

fracture

convinced

intakes

prevent

safe

correct

Vitamin Supplements
Every day millions of people in Britain take vitamin-------------, but the pills are
surrounded by-----------. Some people claim that by taking them in large doses, they will
------- or even cure illnesses like cancer and heart disease. But others fear that taking
large doses of some vitamins could in certain cases be ------------.
The huge popularity of taking large doses of vitamins can be ---------- back to one
of the greatest scientists of the 20th Century, double Nobel prize winner, Linus Pauling.
Pauling claimed that huge doses of vitamins could help you live -------- . His work
inspired a new generation of health advisors, who remain ----------- that large doses of
vitamins improves your health.
However, scientists are still locked in debate about whether taking high doses of
Vitamin C and E really can -------- your risk of chronic disease, but most safety experts
agree that even in doses several times greater than the Recommended Daily Allowance
(RDA), they are still relatively---------. But in recent years there has been some worrying
evidence emerging about a possible ----------- effect of Vitamin A, even at quite low
doses. Research has shown that long term --------- of Vitamin A at around twice the RDA,
may be linked to weaker bones and an increased risk of bone---------. The theory remains
controversial, but if it's ----------- it means that people with high intakes of Vitamin A,
either from food or the use of supplements may be slowly, silently weakening their-------.

II. Comprehension Exercises

A.
Scan the passage again. Study the following sentences carefully and choose
the correct answers.
1. Modern hospitals are ------- .
a. self-sufficient in all of their services

b. providing retail services to their clients

c. getting help from other sources
d. totally outsourced in their services
2. Managing and operating hospitals is ------- .
a. rather an easy task
b. the sole responsibility of end users- clinicians and patients
c. a task performed by directors of business development
d. a demanding job that requires careful monitoring and clear vision
3. An integrated service level management ------- .
a. is an outsource providing relevant services to hospitals
b. is the only outsource provider to hospitals
c. provides physical assets to hospitals
d. monitors hospitals
4. The phrase "ability to actively anticipate and flag situations" in paragraph 4 lines 2
and 3 may mean ------- .
a. create situation so as to handle them
b. monitor upcoming situations and appropriately deal with them in due time
c. avoid situations so as not to deal with them
d. promote situations so as later to handle then in a suitable way
5. The word their in paragraph 6 line 6 refers to ------ .
a. the industry standards
b. the hospitals
c. the best practices
d. the areas
6. In all hospitals, a photo identification card ------ .
a. is used for decorative purposes
b. is worn optionally
c. is not mandatory
d. is essential for all employees
7. The repetition of the word they in paragraph 8 line 3 refers to the ------ .
a. employees
b. patients
c. people
d. both c and d
8. Generally speaking, patients at hospitals may get treatment ------- .
a. from a specific physician or doctor
b. from a team of doctors and an attending physician

c. from residents only

d. from an attending physician only

9. In the context of paragraph 10, what is one job which is NOT assigned to a registered
nurse at a hospital?
a. monitor the work of the healthcare team
b. play a part in patients' care
c. look after other healthcare workers
d. keep an eye on comfort and hygiene standards

10. Patients' transfer from hospitals to home is the sole responsibility of ------ .
a. registered nurses
b. pharmacists
c. care parents
d. case managers

11. Substance abuse by patients at a hospital is a problem ------- .

a. the hospital management looks at as a personal issue that could not be interfered with
b. that cannot be treated within the premise of the hospital
c. that a pharmacist has to handle
d. solely assigned to clinical social workers

12. The word liaisons in paragraph 16, line 1 may refer ------- .
a. care employees linking between discharged patients and hospitals
b. care workers who look after in-patients
c. hospital staff whose job is mainly with doctors
d. care professionals who treat patients at hospitals

B.
Scan the reading passage carefully again. Then link part of the sentence in
column A with the correct part in column B bearing in mind the meaning of the text.
Use the middle column to record your answers.

Answers

1. Care provision, the core

competence for today's
hospitals,

1.=

a. may deem it necessary that patients get

treatment from different doctors/physicians.

2. An example of how modern

hospitals make use of other
industries' experiences

2.=

b. is a must-worn badge by healthcare

employees in most modern hospitals.

3. A photo identification badge

3.=

c. carried out by clinical social workers

who share the treatment of bereaved
patients.

4. The rotating system in the

majority of hospitals' wards

4.=

d. they might be asked to carry out posthospital home care duties.

5. Registered nurses' duties do

not cease as patients leave the
hospital, i.e.

5.=

e. provide expert and advice to assist

patients regain function and strength.

6. Referrals to community
resources is a task

6.=

f. is to preside over the preparation of

nutritious meals for patients who are still
getting treatment at hospitals.

7. One task of clinical

dietitians is to

7.=

g. demands that hospitals outsource some

of their services.

8. Occupational therapists may

8.=

h. is the sector of building management.

C.
Scan the passage again. Study the following sentences and decide if they are
True (T) or False (F).
1. The policy of benchmarking against other industries' experiences proves not to be
successful within the hospitals management context.
(
)

2. Managing hospitals is an industry which is becoming more sophisticated in its

approach and implementation of healthcare duties.
(

3. The overall sustainability of modern hospitals is closely linked to the various facilities
other main businesses may provide.
(
)
4. Patients in a hospital have regular visits by pharmacists who give advice on hygiene
and other relevant health issues.
(
)
5. Discharge planners work hard with patients' families to ensure that clients can safely
resume their work .
(
)
6. Dietitians are clinical social workers who offer support to outgoing patients.
(
)
7. Post-charge care is an advanced stage where patients receive treatment by special
therapists.
(
)
8. One task of a registered nurse is not to preside over the proper implementation of other
care partners' hospital duties.
(
)
9. Patients have the right to be informed of the particulars of their treatment by all
members of healthcare staff.

10. Modern hospitals adopt an integrated approach in management that helps them
become self-centered bodies which don't link with other businesses.
(
)

D. With reference to the above passage, try to answer the following

questions in short.
1. Briefly how can you define a "modern hospital"?
________________________________________________________________________
2. What is meant by "a healthcare business ultimately is a service business"?
________________________________________________________________________
3. Why is a photo identification badge is necessary to be worn by all healthcare staff?
________________________________________________________________________
4. What is meant by "rehabilitation"?
________________________________________________________________________

5. Do you think that more investors are venturing into the healthcare system as a good
sign in managing hospitals, and why?
________________________________________________________________________

E.

Use the words in boxes to complete the text that follows.

spiders
name

anxious
embarrassed

logical
seek

worse
therapist

dominated
occurs

avoid
confront

What is a phobia?
A phobia is an intense fear or feeling of anxiety that ----- only in a particular
situation that frightens you. This might be something as seemingly --------as a fear of
heights, or as illogical as a fear of the colour green. At other times you don't feel-------.
For example, if you have a phobia of -------- (as millions of people do), you only feel
anxious when there's a spider around, otherwise you feel fine. About one in ten people
has a significant phobia, although few people ------- treatment. People develop phobias to
all sorts of things. Each phobia has its own-------. Some (of a very long list) include:
Musophobia - fear of mice, Peladophobia - fear of bald people, and Homichlophobia fear of fog.
Phobias make people -------situations they know will make them anxious, but this
can make the phobia---------. A person's life can become increasingly --------- by the
precautions they take to avoid a situation they fear. You may know there's no real danger
and you may feel --------- by your fear, but you're still unable to control it. It's better to

------------ your fears, even if it's in a very careful way or with the help of a
trained---------.