Acknowledgement

All of thanks are due only to almighty ALLAH, the most gracious, and the most merciful who
enabled me to complete this Internship Report. I would like to express my sincere gratitude to
Mr.Ahmed Azher , & My Colleague Mr. Hammad Azam for their constant encouragement,
sincere advice various valuable suggestions and important discussion to accomplishment of my
training program, without their guidance I would never be able to gain the confidence and
precision in my work. I also wish to thank to all other people without whose responses this
success would not have been possible.
I am also grateful to my honorable Teachers who motivated me to work hard and teach me
technique to learn work. And, of course, I am most indebted to my parents without their support,
encouragement and prayers this work would have never been possible.

Preface:
University of the Gujrat has been an institution of honor and discipline. It has always created a
lot of potential in the students for studying and improving their skills for dealing in the practical
life. The Master of Business Administration program here at the university of Gujrat is equipped
with 6 week practical training as internship. This Internship and its viva-voce, awarded by 100
marks is a complementary part of any company, business organization and business related
enterprises, Insurance Companies or registered firms working anywhere in Pakistan. No concern
with the business of the business, internee has to prepare an internship report about organization
and the work done by the student there to, at the end of his/her internship. Here I Name being the
student of MBA (HRM) in

University of Gujrat as its study center Master in business

administration (evening campus) Roll # 11014220-042, during Session 2011-2015, completed

my Internship at AlRazi Health Care Hospital. At the end of my practical training, I have
prepared an internship report elaborating the details about the company and its work done there
to.At the end of this remarkable session I would like to thanks all of them who encouraged me a
lot during my study course.

MBA( HRM )

Table of Contents
History........................................................................................................................ 5
Abu Dhabi Group..................................................................................................... 5
VISION........................................................................................................................ 7
MISSION...................................................................................................................... 7
VALUES....................................................................................................................... 7
ORGANIZATIONAL HIERARCHY.................................................................................... 8
MANAGEMENT TEAM................................................................................................... 9
ADVISORY BOARD..................................................................................................... 11
SERVICES & FACILITIES............................................................................................. 13
AlRazi Medical Centre............................................................................................ 14
Al Razi Main Laboratory......................................................................................... 14
SERVICES AT HOSPITAL............................................................................................. 21
LOCATIONS............................................................................................................... 26
Departments of AlRazi Health.................................................................................. 27
Commercial Strategy & Development Department...............................................27
Sales Department.................................................................................................. 27
Marketing Department.......................................................................................... 27
Business Development / Corporate Sales Department..........................................28
Family/ Internal Medicine Department...................................................................31
Project Management Office................................................................................... 31
Finance & Accounting Department........................................................................32
Administration Department................................................................................... 32
Customer Services Department............................................................................ 37
Human Resource Department............................................................................... 37
INTERNSHIP (HRM).................................................................................................. 40
MINA MALIK........................................................................................................... 41
SANA FAROOQ:...................................................................................................... 43
HAMMAD AZAM..................................................................................................... 44

My Job Experience:................................................................................................... 45
SWOT ANALYSIS........................................................................................................ 49
STRENGTH............................................................................................................. 49
WEAKNESSES........................................................................................................ 49
OPPORTUNITIES..................................................................................................... 49
THREATS................................................................................................................ 49
RECOMMENDATIONS................................................................................................. 50
Conclusion................................................................................................................ 51
Refrences.................................................................................................................. 52

History
Al Razi Healthcare (Pvt.) Ltd. is Abu Dhabi Groups latest venture in Pakistan. The company
focuses on providing short stay surgical (elective & endoscopic) services, outpatient clinical
services and high quality radiological and laboratory diagnostic services. Considering the lack of
world class private health care facilities in Pakistan, the company focuses to become first leading
Preventive And Wellness Healthcare entity providing state of art medical technologies
resulting in high quality, reliability and affordability in sector. Modern medicine is about early
diagnosis and therefore early management and treatment. Medical practice believes that key to a
successful treatment is early and correct diagnosis. Alrazi Healthcare follows the philosophy of
pleasant and quick diagnosis of all and hence offers latest leading equipment with complete
process automation ensuring rapid yet reliable and accurate results.

Abu Dhabi Group

The Abu Dhabi Group Consortium (The Abu Dhabi Group) is one the largest UAE based group
of investors actively participating in investment activities in countries like ,

Pakistan, Bangladesh, Iran

Uganda, Republic of Congo,
the Middle East and growing.

The Abu Dhabi group remains committed to its investments in The Islamic Republic of Pakistan.
This health care venture is its first initiative in this sector with a vision to combine sophisticated
medical technology with some of the best trained medical professionals and practitioners in the
country and from abroad. For us the patient will always remain at the center of care and we will
continually strive to provide safe, high quality services to the people of Pakistan and the region.
Abu Dhabi Group is one of the largest business groups in the Middle East and the single largest
foreign investor in Pakistan. The Group is led by His Highness Sheikh Nahayan Bin Mabarak Al
Nahayan. The Abu Dhabi Group has diversified business interests, offering strong financial
resources and extensive management expertise that result in commercial success for several

institutions. The Groups other investments in Pakistan include Bank Alfalah, United Bank
Limited, Warid Telecom, Wateen Telecom, Raseen Technologies and Taavun.

VISION
To provide safe and high quality care to our patients which are affordable, timely,
and appropriate and grounded firmly in the principles of evidence based
medicine.

MISSION
To be the Centre of clinical excellence in Ambulatory Healthcare services,
Diagnostics and Elective Surgery for the people of Pakistan and the region
To promote Education and Training, including professional training, in
matters relating to health
To establish a Centre for Evidence Based Medicine that will promote
Clinical Research in Pakistan and the region and disseminate the results of
such research

VALUES

Put the patient and their care at the center of everything we do

Provide ethical, safe, effective and value for money services for our patients
Recognize the contribution of our staff and develop a capable workforce
Ensure equality and value diversity
Support people to take responsibility for their own health

ORGANIZATIONAL HIERARCHY

MANAGEMENT TEAM
Dr. Sheikh MoeenulHaq
Executive Director
Dr. Sheikh MoeenUlHaq has more than 29 years of experience in Internal Medicine and
Palliative care both in Pakistan and abroad. His International experience has been in NHS
Hospitals in the United Kingdom where he has also served as a member of the Board of Trustees
of the Paul Sartori Foundation, a hospice at home service in Pembrokeshire, UK. He was one of
the pioneer members of the ShaukatKhanum Memorial Cancer Hospital and Research Centre
where he also served as the Medical Director for a period of 2 years. Dr. Sheikh MoeenUlHaq
has authored a number of publications for Local & International Journals such as the Journal of
Palliative Medicine, the Journal of Cancer Research and the European Journal of Palliative
Medicine.

Dr. AamirMehmood
Director Commercial Strategy & Development
Dr. AamirMehmood brings more than 20 years of Corporate and Health Care related experience.
His areas of expertise include Operations, Total Quality Management, Hospital Management
System, Business Development and Training & Education. To name a few, he has worked with
organizations such as State Life Insurance Corporation; Infologix (Pvt.) Ltd; Adamsoft
International (Pvt.) Ltd; EHE-Environment Healthcare Education; Imperial Soft (Pvt.) Ltd;
Fatima Memorial Hospital; Social Security and Interactive Group. Most recently he was working
with Accumed PM- JLT, Dubai as an Operations Manager / Head of Revenue Cycle
Management. He represented Pakistan for IT& ITES in UK as part of the UK-Pak IT Delegation
2007 and also represented Pakistan for the CEBIT-Hannover Germany in 2006.

10

KhurramFayyaz Khan Lodhi

GM Human Resources
KhurramLodhi brings along with himself 10 years of hands on experience in managing over all
HR affairs and working with senior & regional HR leaders, Corporate GCS, auditors, trainers,
head hunting firms, legal consultants and local legislative bodies. He has worked with
organizations such as Pepsi Cola International, TeleCard Limited and Ammar Textile (Pvt.)
Limited. His most recent work assignment was with Pepsi Cola International as a ManagerHuman Resources, during which he helped improve Organizational Health Scores from 66% to
88% in one years time. He also won the best CSR award for PepsiCo Pakistan business.

Dr. KhawajaTasawor
Administrator
Dr. KhawajaTasaworRiaz has joined Al Razi Healthcare having 15 years of working experience
in Healthcare sector to his credit. He holds a strong academic background with MBBS, and an
MBA degree. He worked as a Hospital Administrator previously in many hospitals under the
capacity of Deputy Administrator / CEO at Murshid Hospital & Healthcare Center, Karachi a
137 bedded multi-specialty hospital, as an Administrator at Bio care Laboratory in Aziz Fatimah
Hospital Faisalabad, as a Deputy Manager Diagnostic Services at Tabba Heart Institute, Karachi
as an Assistant Manager ,Department of Anaesthesia at Aga Khan University Hospital and earlier
he served as Chief Medical Officer at Zubaida Medical Centre a 150 bedded multi-specialty
hospital in Karachi. During his stay with the above-cited hospitals, he is well versed with
healthcare quality management systems covering ISO and JCIA (Joint Commission International
Accreditation) quality systems.

11

ADVISORY BOARD
Al Razi Healthcare advisory board is designed to provide strategic guidance and a thoughtful
sounding board for the Al Razi Healthcare shareholders and management team. The advisory
board helps ensure that Al Razi remains true to its mission and assists in external quality
assurance and credentialing of staff.

Dr. Sheikh MoeenulHaq

Chairman Advisory Board
Substantive Consultant and Clinical Lead for Palliative Medicine, with National Health Service,
United Kingdom

Member of Founding Committee at ShaukatKhanum Memorial Hospital

Former Medical Director at ShaukatKhanum Memorial Hospital

Dr. M. Mehdi Kazmi

Secretary Advisory Board

Chief Executive, Asia Healthcare Limited

Professor of Neurology and Psychiatry, Albert Einstein College of Medicine, New York,

US
Region Neurological Associates, New York, US (leading Neurology and Psychiatry
practice on East Coast)

12

Dr. Imran Ali

Advisor

Member and former Chairman of Institutional Review Board at ShaukatKhanum

Memorial Hospital, Lahore Pakistan

Executive (in residence) and former Professor, Lahore University of Management

Sciences
Professor at Karachi School for Business and Leadership (KSBL)
Research Advisory Committee of Pakistan Strategy Support Program

Dr. IrfanDaudi
Advisor

Lecturer General Surgery, Department of Surgery, Agha Khan University Hospital

Member Residency Training and Review Committee, Agha Khan University Hospital
Member curriculum development for undergraduate and postgraduate programmes at

Ziauddin Medical University Karachi

Post Graduate supervisor on faculty of College of Physician and Surgeons of Pakistan

13

SERVICES &FACILITIES
The company focuses on providing short stay surgical (elective & endoscopic)
services, outpatient clinical services and high quality radiological and laboratory
diagnostic services.
Three main facilities are,
Alrazi Hospital
Dha medical centre
Main clinical laboratory

14

AlRazi Medical Centre DHA, Z Block

Specialty Clinics
Internal Medicine
Dentistry
Dermatology Aesthetic Procedures such as Laser , Hydro facial treatments etc.
Laboratory Collection Center

Al Razi Main Laboratory, AllamaIqbalTown(Main Laboratory)

1.Main Laboratory:
Hematology
15

Histopathology
Microbiology
Immunology
Clinical Pathology

2. Radiology
Digital X-Ray
Digital Ultrasound
DIAGNOSTIC
Radiology

Al Razi Healthcare Radiology is fully equipped with state-of-the-art equipment,

offering premium radiology services and customer experience. Services being
offered:
1.5 Tesla Open Bore Magnetic Resonance Imaging (MRI)
64 Slice Dual Source Computed Tomography (CT) Scan
Digital X- Ray
Digital Ultrasound with Elastography
Full Field Digital Mammography

Digital Fluoroscopy

PATHOLOGY

16

The laboratory is run by a team of skilled professionals using modern technology

with a commitment to continuous quality improvement that ensures the accuracy
and reliability of the results.
comprehensive pathology menu involves:
Routine Chemistry
Special Chemistry
Hematology
Microbiology
Cyto/Histopathology
Clinical Pathology

OTHER DIAGNOSTIC SERVICES

Exercise Tolerance Test (ETT)

Electrocardiography (ECG)
Echocardiography (ECHO)
Ambulatory Blood Pressure Monitoring (ABPM)
Holter Monitoring

17

 Electroencephalography (EEG)
Audiology
Pulmonary Function Tests (PFT)
AMBULATORY CARE
Al Razi Healthcare offers personal health care consultation and treatments using advanced
medical technology which can be delivered on an outpatient basis. This obviates the need for
patients to stay overnight in hospital and reduces the risk of hospital acquired infections. Care
managed in an ambulatory setting can be substantially less expensive as well.
Ambulatory care services at Al Razi are:

Day Care Surgery

Primary Care
Specialist Clinics
Walk-in Clinics
Pharmacy
Planned Home Care
Home Sample Collection
Endoscopic Procedures
Dentistry

DAY CARE
Day Care Surgery-an option provided for you to obtain excellent medical care and return home
the same day to avoid inconveniences and financial impact of a longer stay in hospitals. Today,
all over the world , trends of surgical procedures have changed and more surgeries are performed
on an outpatient basis. Besides cost reduction it always leads to a much lower incidence of
infection risk after post surgery.
At, Al Razi Healthcare, at MM Alam Road medical facility, our Day Care Surgery Specialists
provide one-stop convenience and comfort to patients. Patient registration, preparation for
surgery, recovery, discharge within 24 hours.

18

Our Day Care Surgery Centre has dedicated 6 recovery beds, the quality of surgical and
internationally qualified and experienced nursing care meets the international standards at our
Day Care Surgery Centre. We do not compromise in quality and is exactly the same extended to
our hospitalized inpatients
SPECIALIST CLINICS
We offer clinic appointments in all three facilities in Lahore where patients are seen in a warm
and friendly environment. Appointments can be made for a wide variety of clinics in medical and
surgical specialties.
PHARMACY
Al Razi Healthcare offers pharmacy services for the convenience of our patients visiting the
medical facility. Our pharmacists supply drugs (prescription-only medicine and pharmacy-only
medicine) and provide advice to patients on the indications, contraindications of drugs, drug
interactions, dose regimes as prescribed by doctors, special precautions, instructions and
knowledge on adverse drug reactions.
HOME SAMPLE COLLECTION
Al Razi Healthcare offers sample collection from home by just a phone call providing
convenience and saving time. Sample collections are carried out by our well trained and certified
phlebotomists.
ENDOSCOPIC PROCEDURE
An endoscopy is a procedure where the inside of your body is examined internally using an
endoscope. An endoscope is a thin, long, flexible tube that has a light source and a video camera
at one end. Images of the inside of your body are relayed to a television screen. Endoscopes can
be inserted into the body through a natural opening, such as through your throat or anus (the
opening through which stools are passed out of the body). The procedures are called
Gastroscopy, Colonoscopy and Flexible Sigmoidoscopy. The aim is for diagnostic purposes, and
certain therapeutic interventions can be carried out at the same time depending on the pathology
identified.
19

Gastroscopy is used to examine the esophagus (food pipe) , stomach and duodenum.
Colonoscopy and Flexible Sigmoidoscopy is used to examine the colon (large bowel).
What happens during an endoscopy?
An endoscopy is usually carried out while a person is awake. It is not painful, but can be
uncomfortable so a local an aesthetic or sedative (medication that has a calming effect) may be
given to help you relax.
The endoscope is carefully inserted into your body. Exactly where it enters your body will
depend on the part of the body being examined.An endoscopy can take 15-60 minutes to carry
out, depending on what its being used for. It will usually be performed on an outpatient basis,
which means you will not have to stay in hospital overnight.
LAPOROSCOPIC SUGERY
These are commonly called key hole surgery. They are done as general anesthetic procedures, i.e.
with the patient being asleep. Laparoscopic procedures can be carried out in various specialties
in surgery. Some of the most commonly used types of laparoscopic procedures at AlRazi
Hospital include:

General Surgery- laparoscopic cholecystectomy, appendectomy which are keyhole

surgery to remove the gallbladder or appendix , and hernia repair.

Urology- cystoscopy, percutaneous nephron-lithotomy.

Gynecology- Hysteroscopy, colposcopy.

Orthopedics- Arthroscopy, which is examination of various joint spaces.

DENTISTRY
Whether it is a serious dental problem or an aesthetic procedure, our dentists take care of them
all. State of the art dental clinics are equipped with:

Digital X- Rays and intra oral camera

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Infection control with American standards

Class B autoclaves for sterilization

Brand new equipment

Rotary endodontic equipment

Built to American standards

AlRazi Health Care fix aesthetic problems like:

Missing teeth, gaps between teeth, general bite dysfunction

Chipped, cracked or worn out teeth

Stained or washed-out fillings

Permanently stained or discolored teeth

Crooked or crowded teeth

Comprehensive dental procedures like

Dental Fillings
We have a wide variety of filling materials to choose from.
Veneers
To remove stains, fix spacing and crooked teeth.
Crowns/Bridges
Crown/bridges are aesthetic and protective solution to teeth that have undergone root canal
therapy and that are extensively restored due to decay or trauma. With non-metallic ceramic
crowns we can restore your teeth to give them a perfect look.
Teeth whitening

21

Our dentists use latest technologies to whiten teeth and restore your beauty and simile.
Root Canal Treatment
Treatment of tooth infection and failing root canals with the latest ultrasonic and digital rotary
endodontic equipment and dental loups.
Orthodontics (Braces)
Orthodontic treatment is an excellent way to straighten crooked teeth. It has a dual action;
restoration of function and improvement of aesthetics resulting in a healthy smile. Despite a
growing trend towards adult orthodontics, it pays to start orthodontic treatment early so that the
specific condition can be dealt with more efficiently and produce excellent results. At Al Razi
Healthcare we have Orthodontic braces for kids and adults. Invisible braces are also available as
an option.
Impactions and difficult extractions
You have a choice of getting your teeth extracted painlessly under local anesthesia or sedation
Dental Implants
Dental implants are an ideal way to replace missing teeth and are designed to blend in with your
other teeth.

PHYSIOTHERAPY
Al Razi Hospital and Al Razi Medical Center provide physiotherapy. Our physiotherapists
provide services to individuals to develop, maintain and restore maximum movement and
functional ability throughout the lifespan.
This includes providing services in circumstances where movement and function are threatened
by aging, injury, disease or environmental factors. Functional movement is central to what it
means to be healthy.
22

SERVICES AT HOSPITAL
At hospital on MM Alam Road, we offer a wide menu of surgical specialties.

Short Stay Surgery

General & Laparoscopic

Orthopedic

Breast

Plastic (Cosmetic)

ENT

Urology

Gynecology

SHORT STAY SURGERY

Short-stay Surgeries take anywhere between 24-72 hours from admission to patient discharge
and includes Day Care Surgeries in which the patient is discharged within a day. At Al Razi
Hospital, our doctors use minimally invasive equipment and advanced Anesthesia techniques to
improve recovery time and reduce hospitalization. Our doctors are committed to delivering care
in an outpatient setting which enables them to increase efficiency and contain costs. This

23

innovative combination of excellence and affordability is a health delivery model without

parallel.

The biggest advantage of Short-stay Surgery is its convenience. A patient suffers

minimum pain, may get discharged on the same day of the procedure and recovers within
a day or two of the surgery

Since most Day Surgeries are minimally invasive, the damage to surrounding tissues is
minimal, inflammation is reduced, blood loss negligible and recovery faster

Surgical procedures take just 30 minutes to two hours

High-tech surgical techniques and equipment ensure early discharge and shorter recovery
time

GENERAL SURGERY
General surgery is a surgical specialty that focuses on abdominal organs, e.g., intestines
including esophagus, stomach, small bowel, colon, liver, pancreas, gallbladder and bile ducts,
and the thyroid gland. General surgery also deals with diseases involving the skin, breast, soft

24

tissue, and hernias. At Al Razi Hospital, General Surgery is carried out with minimal access
techniques using cameras and small instruments inserted through very small incisions.
ORTHOPAEDIC
Orthopedic Surgery at Al Razi Hospital is dedicated to providing superior patient care in the field
of orthopedic surgery and rehabilitation. The surgical sub-specialties at Al Razi Hospital include
joint replacement, sports medicine, spine surgery, surgery of the hand and wrist, surgery of the
shoulder and elbow, surgery of the foot and ankle and rehabilitation. Al Razi Hospital also carries
out high-end surgeries like Total Hip Replacement and Total Knee Replacement in a short-stay
mode.
Key Surgeries

Knee Arthroscopy

Rotator Cuff

Shoulder Arthroscopy

Total Hip Replacement

Total Knee Replacement

25

BREAST
At Al Razi Healthcare, we have specialists trained in the latest breast surgery techniques from
biopsies to reconstruction using a conservative approach. We offer complete Breast care
solutions, from diagnosis to treatment.
PLASTIC & COSMETIC SURGERY
Cosmetic surgery is meant for the enhancement of appearance through surgical and medical
techniques. Specifically, cosmetic surgery deals with maintaining normal appearance, restoring
it, or enhancing it beyond the average. Short-stay surgical procedures in Cosmetic Surgery at Al
Razi Hospital include: Facial Surgical procedures such as face & neck lifts, rhinoplasty, facial
contouring and implants; Body contouring procedures such as liposuction, abdominoplasty,
thigh, buttock and lower body lifts, as well as implants.
Key Surgeries

Face Lift Surgery/Rhytidectomy

Liposuction surgery

Tummy Tuck/Abdominoplasty

ENT
ENT deals with problems of ear, nose and throat. At Al Razi Hospital, ENT specialists diagnose
and treat problems such as hoarseness, hearing loss, vertigo, nosebleeds and sinusitis. Common
ear-related problems include hearing loss, ear discharge, ear-ache, balance disorders and
Tinnitus. Problems associated with the nose are nasal blockage, nasal deformity, Sinusitis,
Allergic Rhinitis, and tumors of the nose and sinuses. Common problems associated with the
throat are sore throat including tonsillitis, snoring, hoarse voice, swallowing disorders and
tumors of the throat and larynx. Key short-stay surgical procedures at Al Razi Hospital in ENT
include FESS, Tonsillectomy, Adenoidectomy, Septal procedures and ear surgeries.

26

UROLOGY
Al Razi Hospital has a very versatile Urology practice where all urological conditions, from
reproductive problems in male patients to urinary issues in either sex is addressed. Our skilled
surgeons treat most urological complaints. Common among these are endourological procedures,
minimal access surgeries, Key-Hole surgeries for urinary stone disease, anatomical defects of the
urinary tract, prostate diseases in men, genito-urinary malignancies, female urinary tract
disorders including procedures for Stress Urinary incontinence, comprehensive stone clinic and
incontinence clinic, urethral stricture disease etc.
GYNAECOLOGY
Surgical interventions in gynecology at Al Razi Hospital target womens problems involving the
uterus, vagina, tumors in uterus, fallopian tubes, menstrual periods, cervix and other common
gynecological conditions. Experienced surgeons at Al Razi Hospital work with state-of-the-art
equipment and perform both simple and complex procedures in a short-stay and same day
discharge environment.

27

LOCATIONS
Head Office
Near Gate # 15, National Hockey Stadium
Al Razi Healthcare Hospital
2-C-II, Gulberg III, M. M. Alam Road
Al Razi Healthcare DHA Medical Centre
Satellite Centre: 335-Z, Phase 3-Commercial,DHA
Al Razi Healthcare Main Laboratory
9-Gulshan Block, Main Boulevard, AllamaIqbal Town
Al Razi Healthcare
Laboratory Collection Centre Network

Jail Road
Johar Town
Lahore Heart & Chest

Hospital
Kanan Clinic
Defence
Medical

Group
Lahore Health Care
SadarCantt
Main Market
Lahore General

28

GharhiShahu
Jinnah Hospital
Cavalry Ground
Naseer Hospital
Gujranwala
Multan
KotRadhaKishan
Faisalabad
Sahiwal

26

Departments of AlRazi Health Care Centre

Commercial Strategy & Development Department
1) Sales
2) Marketing
3) Doctors/Commercial Relations
4) Corporate Sales (B2B)
5) Corporate Group Insurance
6) Pathology CC Operations & Admin
7) New Initiatives and development of new services

Sales Department
To retain and train field force to achieve organizational goals every year
Managing sales and achieving decided targets.
To create new business ventures through opening innovative and standard collection
Centre's, while maintaining all the quality standards for patients in these Centre's.

Marketing Department
Formulation of brand strategy and brand communication
Development and implementation of quarterly and Annual marketing plan
Development and maintenance of annual advertising budget
Development and execution of brand promotional campaigns (ATL & BTL)
Exploration and evaluation of business opportunities such as laboratory collection points,
radiology referral points etc.

27

 Constant monitoring of competitive activities, development and execution of the required

responses
Development of the marketing material for facilitation of sales calls such as service
specific brochures, Omni brochures etc.
Participation in medical and community exhibitions like Family-con, Healthcare Expo
and Dawn Lifestyle exhibition
Development and implementation of all corporate and PR activities
Franchise selection, development and Promotion including Campaigns
Branding of Main sites & franchises according to the Defined Standards and Marketing
awareness perspective
Website planning, Designing and traffic generation

Business Development / Corporate Sales

Department
Collaboration with Hospitals to provide Medical Services
Getting outsourced Business from Poly Clinics and small Labs

Handling Corporate Customers which include Multi-National companies, Banks,

Telecoms, Semi Government Sector, Manufacturing

Providing Medical Services for the clients of Insurance Companies for Life or Group
Health policies
Providing Medical Services for Embassies who have a travelling criteria for visa or
immigration purposes

28

29

30

Family/ Internal Medicine Department

Providing primary medical services to patients

Clinical examination, diagnosis, treatment & referral

Documentation of patient medical records

Pre-Employment & Occupational health screening

Validation of Medical claims
Definition of clinical protocols & policies
Management of healthcare problems
Collaboration with other health professionals and agencies

Project Management Office

Managing project scope and communicating scope related issues to the steering
committee and other stakeholders
Building transparency into the project through effective communication flows, escalation
and project tools.
Establish project communication protocols and reporting templates including the project
master plan
Serve as focal point for project communications
Building, maintaining and monitoring the Master Project Plan in conjunction with key
stakeholders
Monitoring and managing the project schedule and milestones
Directing project resources and identifying resource requirements in particular around the
other projects that will emerge around implementation of the operating model design

31

32

Finance &Accounting Department

Management and recording of all monetary inflows and outflows of the company
Maintenance of Financial and Management accounts of the company
Preparation of Monthly and annual financial statements and financial reports for strategic
decision making
Preparation of financial reports for the management of the company and Group Head
office
Preparation of budgets of the company and then monitoring its implementation
Coordination with internal and external auditors of the company
Management of all federal and provincial taxes levied to the company
Perform compliance of all corporate matters and secretarial practices required to be
complied with under Companies Ordinance 1984 and other laws applicable to companies
in Pakistan
Perform costing of all services provided by the company in order to fix their prices
Provide input in Preparation of financial feasibilities and future plans of the company
Preparation of adequate internal controls for safeguarding the assets of the company

Administration Department
Dealing with all Government organizations on the companys behalf
Providing administrative support to other departments of the organization and organizing
projects of the company
Maintaining Company Cars, Generators and all Company Sites (HO, Al Razi Hospital,
AIT, D.H.A) and dealing with all relevant vendors
Ensuring efficient refueling of Pool Cars
33

 Ensuring Proper and timely refueling of Generators at all sites

Maintaining Petty Cash and ensuring its proper utilization.

Supervision of Janitorial staff, Drivers, Electricians and Security staff at all sites
Providing Administrative support to the Administrator
Development of Administration Policies
Ensuring recovery of assets from company employees who resign
Handling any urgent issues at all sites (Wapda issues, generators problem or any other
issue)

Procurement Function
Identifying and calling quotations from vendors for procurement of inventory and Capex
items
Issuance of Purchase Orders
Developing Procurement Policies
Ensuring supplies are being delivered on a timely basis
Negotiating prices with different vendors
Selecting and documenting the best vendors for each product to stream line the
procurement process
PATIENT CARE FIRST

34

Basic Work Place Rules

Office Discipline & Decorum
All staff members working in any Department/Unit will:
Observe, comply with and obey all orders and directives which may, from time to time,
be given by any person or persons under whose jurisdiction, supervision or control they
may be placed.
Conduct themselves in an orderly and civilized manner so as to maintain a pleasant and
conducive working environment, and not to disturb their colleagues working in close
proximity.
35

 To use a low tone of voice and not speak loudly to colleagues across desks.
Dress Code:
Dress code for all male employees of the company is formal Shirt & Trousers.
Female employees should also dress elegantly (keeping in mind our cultural norms)
without being ostentatious.
Similarly, staff members of units not dealing directly with customers may attend office
wearing a business casual dress on Friday.
Nursing staff (Male/Female), phlebotomists and technicians will wear their uniform on
all weekdays.
Courtesy and Manners:
Employees of Al Razi will maintain utmost courtesy and exemplary manners when
interacting with clients or with each other.
Any violations of this code should be brought to the attention of supervising Officials as
well as the HRD for their information, record and remedial or disciplinary action.
Please Note:
Smoking and chewing of Paan is prohibited in all offices of the company.
This has been Introduced in the interest of the health and welfare of everyone as well as
for keeping the premises neat and clean and pollution-free.
Attendance and Punctuality
Punctuality is one of the basic rules of office discipline, which needs to be meticulously
observed by all employees of the company.
Office timings of the company are as follows.
Monday to Thursday:

9:00 AM to 6:00 PM
36

(1:00 PM to 2:00 PM lunch/prayer break)

Friday:

9:00 AM to 6:00 PM
(1:00 PM to 3:00 PM lunch/prayer break)

Timings of the Clinical functions are as follows:

Monday to Sunday:

Morning Shift (8:00 AM to 4:00 PM)

Evening Shift (4:00 PM to 12:00AM)
Night Shift
(12:00 AM to 8:00PM

Work Ethics
1. Honesty & Integrity
2. Sense of Responsibility
3. Emphasis on Quality
4. Discipline

Punctuality

Code of Conduct

5. Teamwork
6. Respect towards others
7. Confidentiality

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Customer Services Department

Meeting & Greeting patients
Entering patients data
Guiding patients and handling their queries
Making Appointments
Providing reports to patients

Human Resource Department

For Medical & Non- Medical Workforce
1. HR Services (Recruitment)

Resource requisition process

Short-listing of profiles
Interviews by Line Manager & HR
Extending the formal offer
On-boarding/ Joining/ Orientation of new employees

2. Compensation & Benefits

Time & Attendance Management

Payroll processing/ Over time payments

Benefit Administration & Contract renewals

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Dealing with Health & Life Insurance cases

Managing EOBI & Social Security Payments

3. Workforce

and Organizational Development

Performance Management
Objective Setting ( Mid year&Year end)
Assigning categories to employees ( High Potential, Key Contributors, Critical
Professionals, Concerns)
Rewarding promotions, Increments
Succession Planning
Identifying backfills for the key positions
Devising strategies to develop these backfills for future challenging roles
Developing the backfills on key available slots
Training & Development
Carrying out Training Need Analysis
Developing Training Plans and the Training Calendar
Engaging external trainers for training workshops

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40

INTERNSHIP (HRM)
I did my Six weeks internship at AlRazi Health Care (Pvt) Ltd. In this time I was assigned on
different tasks on which I tried to work hard and learn more as I can. The people at my branch
were very co-operative and they help me to learn to my full potential without much constrains.
AlRazi Health Care works under the head of Abu Dhabi Group and this group is very vast and
involve in variety of businesses. To make this report I have to go through number of sources to
collect data one of the major source were my notice which I prepare while working in the office.
I have tried my best to understand different processes going on in my branch and try to comply
them in my report and still there are limitations to my data because of lack of time to understand
the complete process in detail. All this information in the report is according to my own
observation and I hope youll find it informative and effective and Ill be grateful if you dont
take into account any mistake done by me.

Human Resources Department

KHURRAM
FAYYAZ
LODHI
SANA
FAROOQ

MINA
MALIK

HAMMAD
AZAM

Mr.KHURRAM LODHI is the General Manager of HR Department. The following people are
the executive of HR Department.
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MINA MALIK:
JOB PURPOSE:

Managing the performance and direction of certain HR Activities

Ensuring a smooth delivery of HR services to employees

PRINCIPLES ACCOUNTABILITIES:
1. Recruitment and HR Service delivery

Finalizing the content for the job advertisements

Posting job openings on various websites
Handling queries of walk-in candidates applying for jobs
Analyzing resumes for required openings
Conducting interviews and evaluating candidates
Issuance of Letter of Interns, both on joining and completion of the internship
Issuance of new consultancy agreement/contracts
Managing the Employee Orientation Program
Delivering employee orientation presentation to new hires on monthly basis
Providing assistance for the on-boarding of new joiners
Mobile phones requisitions and bank account opening of staff
Finalizing Job Descriptions
Coordinating with line managers in order to finalize the job description of their staff
Managing the Consultant contract renewals
Providing assistance for employee warnings terminations

2. Managing the HR communications platform:

Circulating organizational announcements for new hires

Circulating announcements for holidays and other events

3.Handling Payments:

Forwarding payment request forms and other documents to finance for payment to
vendors, interns

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4.Training and Development:

Maintaining a training calendar for clinical and non-clinical trainings

Forwarding the list of trainees to the departmental coordinators
Finalizing and circulating the monthly CME activities plan

5.Performance Management

Circulating performance appraisal forms

Compiling the results of annual performance appraisal process

6.Organizing Farewell Parties for outgoing employees:

Coordinating with the Marketing department for the shield

Circulating invitations & planning the party
Taking care of all the arrangements(petty cash handling, ordering food items)

7.Other Tasks:

Compiling various presentation for the General Manager for example, Consultant Sharing

Mechanism, Doctors Fraternity etc.

Finalizing the Organizational Charts based on the actual and the budgeted positions and

then updating them as and when required

Drafting Memos for the approval for payment & hirings.

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SANA FAROOQ:
JOB PURPOSE:
To ensure that Recruitment & HR Services related activities are carried out efficiently and
effectively.

Principals Accountabilities:
1. Recruitment of Clinical and Non-Clinical Staff

Managing the online database of resumes

Handling queries of potential candidates
Scheduling interviews
Managing the Pre-employment Medical screening process
Issuing appointment letters and welcome pack to new joiners
Maintaining employee files and ensuring that employee documents is complete
Assisting with the finalization of the payroll advice by ensuring that the supplementary

documentation is complete
Maintaining the employee Login requests
Maintaining the Employee& Consultants database

2.HR Services:

Handling queries of employees and providing assistance to them

Organizing employee related gatherings& events

3.Performance and any other tasks assigned by the GM-HR

Compiling various presentation/excel sheets related to the Headcount or the HR Budget

Working on any new HR initiatives/projects

44

HAMMAD AZAM
JOB PURPOSE:
To ensure that the Compensation & Benefits related activities are carried out efficiently and that
salaries and benefits of employees are timely processed.

Principal Accountabilities:

Acting as the first point of contact for all employees including consultants, pertaining to

any payment related matters.

Ensuing that payroll advice is finalized and shared with finance by the 15 of every month
Managing the renewals of Employee& Consultants Contracts.
Managing Employee Confirmations and ensuring that confirmation letters are issued to

them.
Ensuring timely processing of final clearance/settlements of outgoing employees in

liaison with the relevant functions.

Processing Overtime claims& others reimbursement by the 23 of every processing

month.
Working on the introduction of the Provident Fund Scheme, including all the necessary

monthly deductions/contributions
Coordinating with the government institutions such as EOBI and Social Security for

appropriate deductions/payments and other legal requirements.

Developing a liaison with Health& life Insurance Carriers for smooth provision of

services to employees.
Assisting employees with any Hospitalization/Insurance and OPD related reimbursement
claims.

Issuing Employee Cards to new joiners.

Analyzing workforce performance in terms of attendance and leaves specially to

calculate compensation and benefits accordingly.

Working on any other tasks assigned by the General Manager HR

My Job Experience:
My main duties during the internship were mainly in the HR department of AlRazi Health
Care Hospital. So, I was assigned by the General Manager to Assist and Co-ordinate the work of
45

above mentioned officials of the head office. I was to report to the related supervisor about
different tasks assigned to me.

Experience from HammadAzam

I worked in this functional department and assist Mr. HammadAzam for six weeks. Tasks
performed by him:
Compensation of Overtime adjustment:
He and I update the overtime adjustments of employees in the portal of HIS .employees
submitted the overtime adjustment form in which they mention the start timing and end timing of
their duty which is approved by their respective .so employees are given by the monetary
compensation with their salary. Organization considers and gives value to their employees who
are devoted for their organization.
Employee old age benefits:
Alrazi Health Care give many benefits to their employees from which one is the old age benefits.
The scheme is financed through employers contribution at the rate of 5 percent of the minimum
wages and insured persons contribution at the rate of 1 percent of the minimum wages. This
benefit is for the every employee, whoever applies for this benefit can enjoys the employee old
age benefit after the 55 years of age. During my internship the EOBI cards are distributed among
the employees by delivering them to their respective departments.
Increments
Annual increment takes place in the salary of the employees every year. A fixed bonus is also
given every year. Increment record saved in the personal records of employees, by the head of
department and by the financial department.

Contracts of employees

46

Contracts confirmation and issuance of confirmation letter were issued by Mr. Hammad. He was
also managing the renewal of contracts. Whenever a renewal happens of permanent employee or
consultant contract of Doctors, complete terms and conditions were signed by respective renewal
official by calling them in office.
There are two types of contracts for the doctors. One for the permanent faculty and second one
are for the visitors .contract for the visitors is called locum in which doctors can also serve the
other hospitals. For permanent doctors, they are bound in a contract to serve and their practices
are only for Alrazi Health Care. Salary and benefit packages are different for both contracts.
Time & Attendance:
I was directed by the GM to ensure the attendance record of the staff. So, my very first duty of
the day during internship was to keep attendance register and to keep record of timing of arrival
of staffs in the office.
Leaves benefits
Employees have leave quota which they can utilize and if they dont utilize, then for the sake of
motivation to the employees for coming regularly, organization reward them by giving monetary
benefit.

For permanent employees 40 leaves are allowed including 10 sick leave.

For contractual employees 12 leaves are allowed.

Salary

Doctors were giving salary on fixed or variable basis (or both).

Employees were enjoying the salary which was basic plus the medical allowance, house
rent allowance and conveyance allowance.

47

Experience from Ms. Mina Mailk

Training and Orientation
Training was given by Ms. Mina Malik to current and new employees to improve and build up
knowledge and orientation to new employees.
.After and before training they conduct the performance evaluation of trainees and conducted
performance appraisal results filed in the personal records of employees. After training
employees are awarded with the certificate. My part of orientation is to assist the Ms. Mina
Malik to improve the content and style of presentation.
Orientation normally covers the following contents.

Welcome note from management director.

Mission, Vision and Values.
Brief introduction of hospital
Companies profile
organization
The working hours companys profile.
Dress Code

Recruitment and selection:

First advertising of job opening is given by Ms. Mina Malik on different Newspaper and
websites. When a candidate is recruited by interview and selected I provide the written material
of their job description approved by General Manager of HR.
HR Communication
Whenever a special holiday or event occur Ms. Mina Malik had the responsibility of
announcement of that event.In my internship duration a welcome party was held so Ms. Mina
and I circulate the invitations to employees and planning the party. Manage of petty cash and
refreshments were also the responsibility of Ms. Mina.

48

Experience from Ms. Sana Farooq

Ms. Sana Farooq keep resumes record of candidates and managing the online database of
resumes and scheduling interviews .Issuing of appointment letters was also her responsibility.

Maintaining employee files and ensuring that employee documents are complete.
Maintaining the employee Login requests
Maintaining the Employee & Consultants database.

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SWOT ANALYSIS
STRENGTH

Patient care first

Hospital information system portal(HIS)
Highly qualified employees
Equality among patients
Laboratory collection center
Highly equipped machinery
Excellent environment

WEAKNESSES

Capacity limitation
Low visibility in the market
Low regional presence
Time needed to build up mass

OPPORTUNITIES

Growing attention for health

Growing income
New therapy approaches
Spreading attitude towards soft medication

THREATS

Capacity limitation
Healthcare costs
Advance technology
Political instability

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RECOMMENDATIONS
Abu Dhabi Group is the largest group of investment in Pakistan so management
team of AlRazi Healthcare is very initiative and inclined toward taking the
company to new heights.Many new qualified and foreign educated Doctors are
joining the company.
There is also a problem of work overload for the employees and it should be
control properly so that the employees are motivated. Responsibilities are also not
equally divided between employees.Better training courses should be arranged
for the up lifting and improving the quality of work of employees.
Along with that the company rely on part time Doctors which come and go on will
which reduce the company retention capacity, and this strategy can harm the
companys image among the employees.
There is lack of advertising campaign on the part of the company as company can
largely benefit from the unexplored group of people which can be source of greater
revenue for the company.

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Conclusion
It was splendid experience for me that make me familiar with business
environment and culture of Alrazi Health Care was so comfortable and it provides
me real life working opportunity in short span of time. Management of Alrazi
Health Care is true asset of Corporation and such a competent and experienced
people are working here to make the company among the top companies of the
country and after all it is the people how make an institution great.
The company focuses on providing short stay surgical (elective & endoscopic)
services, outpatient clinical services and high quality radiological and laboratory
diagnostic services. Considering the lack of world class private health care
facilities in Pakistan, the company focuses to become first leading Preventive And
Wellness Healthcare entity providing state of art medical technologies resulting in
high quality, reliability and affordability in sector.
I feel pleasure that I have really gained a lot of knowledge during my tenure &
enjoyed working with experienced, cooperative & intelligent staff.

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Refrences

www.google.com
www.alrazihealthcare.com
www.google/scholar.com
MR. KhurrumLodhi
Mr.HammadAzam

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