INTRODUCTION

The Health sector is marked with a high level of attrition and therefore training
process becomes a crucial function of the organization. At Fortis, Training is
done through out the year, on monthly basis. The attrition is high among the
sales managers, unit mangers mostly in the sales profile.

This project is centred on identifying best training practices in the healthcare

industries. It therefore requires great amount of research work. The
methodology adopted was planned in advance so as to collect data in the
most organized way.

Before any task was undertaken, we were asked to go through the HR

policies of Fortis Healthcare so that we get a better understanding of the
process followed by them.
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The first task was Training Need Assessment.
  Training Need

  Gap analyses
Assessment is done

  Next step was to find Training Objective.

on bases of

  Then selection of trainees is done on the basis of performance

of employees and training is also given to new joinees.
  Then appropriate selection methods and mode is chosen.
  Induction programme is conducted for new joinees. and its
rules and regulations.
 Lastly evaluation of Training is done.

Following are some important facts that we

were able to collect-

Unlike other hospitals that follow a “visiting doctor” model, Fortis follows a “staff
model” whereby doctors are paid a “retainer” fee for exclusivity to the hospital or taken
in as employees.

Doctors are paid on a salary plus incentive basis

- The formula is based on success rate, number of procedures, rapport with patients,
referrals & publications.
Fortis has successfully implemented the staff model in the NCR, however it
remains to be seen whether it can replicate this model elsewhere (especially Mumbai
which follows a visiting doctor model).

Fortis boasted of retention rates of 95%. Fortis believes it will control attrition
through regular training programs and career path mentoring for its doctors. Most of the
attrition is from the resident doctor level. Given Fortis’ track record and brand equity we
believe Fortis will be able to retain doctors going forward.

Hub and Spoke Model

This cost effective model allows Fortis to serve the medical needs of patients in their
local communities at multi-specialty facilities, while also delivering advanced procedures
at super-specialty centres (Hubs). By focusing on “hub” hospitals, Fortis can serve
patients referred from doctors working at a number of nursing homes and multi-specialty
hospitals in a particular region, including hospitals
outside the network.
This model helps to create
 Expanded reach
 Effective utilization of resources

However, Fortis aims to cultivate the Fortis brand so that dependence on

particular doctors for patient referrals is reduced .
 Structure of Human Resource Department of Fortis Hospital
Noida

HR Head

Alfons Madoc

Assistant Manager-1

Neha Mathur

Executive-5

Human Resource Process of Fortis Healthcare Noida:-

1. Recruitment
2. Induction
 3. Training
4. Performance Management System
5. Employee Engagement
6. Database, Salary and payroll
7. Leave and Attendance
8. Contractual Employment
9. Statutory Compliances
10. Exit and Full and Final

Training: Induction

1. Induction to all employees

2. VIRTUOUS Values
3. Patient centric approach
4. Service Excellence
5. Infection Prevention Techniques
6. HIV Awareness
7. Basic Life Support
8. Fire Safety
9. Quality and Operating Systems

Training: Ongoing

For Doctors:

Continuous Medical Education: A weekly session taken by a Consultant for doctors

on various clinical topics.
Resident Development Initiative: An initiative to help the residents to further improve
their academic pursuits. It is a weekly classroom session taken by the residents or
consultants for the residents.

IT Skills workshop: A workshop to enhance the IT skills of the doctors nominated by

the Head of the Departments. The session is taken by the members of the IT team of
the hospital.

Fortis LIFE: A workshop for all the ER doctors training them on various aspects (Ex:
Handling Medico-legal cases, interpersonal skills, conflict resolution etc.) to enhance
their job skills, teamwork and alignment with the organization.

Cardiology Training : Fortis Hospital Noida has a tie-up with IGNOU to hire their
PGDCC students. Every Thursday these students give a presentation on a topic in
cardiology to the rest of the team.

Stress management Workshop: It is a bi-annual workshop taken by the Facility

Director for the Senior Consultants and Medical and Surgical Head of the Departments.

Sentinel Event: A quarterly workshop held by various doctors and clinical educators to
educate the doctors and the nurses.

HR Induction: Every new employee has to attend the two day induction.
For Nurses:

HR Induction: Every new employee has to attend the three day induction.

Nursing Induction: The three day Induction is followed by a 12 day Nursing Induction.
It comprises of nine day classroom session and three days on-the-floor training.

In Service training: A one hour session is held by the clinical educators for all nursing
staff. They are updated about the latest information, made to revise the basics of
nursing care and informed about special instructions, if any.

Grooming: A one hour session every two months is held to emphasize and re-iterate
on the importance of grooming. Wearing the correct and neat and clean uniform, hair
care, basic hygiene and body language form an intrinsic part of these sessions.

Teambuilding: The Nursing supervisors and team leaders form a very influential group
in providing high quality patient care. So better coordination within this core group is
highly desirable. For seamless transfer of patients and enhanced team spirit, a team
building workshop is held on a quarterly basis for Nursing Supervisors and team
leaders.

Sentinel Event: A quarterly workshop held by various doctors and clinical educators to
educate the doctors and the nurses.
Stress management: A quarterly stress management workshop is held by the Unit
Trainer to help the nurses de-stress.

Patient Mania: A workshop on patient-centric approach to provide the WOW factor in

patient care.

Basic Critical Care Nursing Certification: Next in the pipeline is a 3-months Basic
critical care Certification program for GNM/.BSc freshers. The purpose of this program
is to combat the problem of not having qualified ICU nurse. This will be a 12 weeks
program in which 8 weeks will comprise of rigorous classroom session on various topic
required to enhance the job knowledge and skills in the ICU. The final 4 weeks will be
for internship so that the candidates can apply and test the content of classroom
sessions and gain hands on experience.

There was an event held at Fortis, Noida which was ‘Nurses week ‘
June 02 , 2009
. The celebration was on from 12 to 16 May. Employees of the Fortis hospital Noida
visited two orphanages Grace Home œand Sai Kripa in Noida.
An awareness talk on HIV/AIDS and immunization was held to educate Noida villagers.
They were told about the dangers of HIV/AIDS. Fortis Noida nurses went out and
informed all society must guard against malaria and how they can prevent themselves
from it. Around fifty people attended the lecture.
Dr. Ashok Chordia, Director, Fortis Hospital honoured the nurses with words like ‘ they
are the backbone of the hospital.

For Others:

HR Induction: Every new employee has to attend the two day induction.
On the job/ Functional Training: After the HR Induction, employees are provided with
functional training for 5 to 7 days, depending upon the department and profile they have
joined in.

Soft Skills: A soft skills workshop (includes topics like interpersonal skills, conflict
resolution, complaint handling, handling difficult customers, communication skills….) is
held at a gap of almost three months. The participants are nominated by the Head of
the Department.

Team building: A teambuilding workshop on a quarterly basis to enhance and reiterate

the team spirit among the various members of a particular department.

Grooming: A one hour session every two months is held to emphasize and re-iterate
on the importance of grooming. Wearing the correct and neat and clean uniform, hair
care, basic hygiene and body language form an intrinsic part of these sessions.

Stress Management: A quarterly stress management workshop is held by the Unit

Trainer to help the nurses to de-stress.

Patient Mania: A workshop on patient-centric approach to provide the WOW factor in

patient care.
Training: Career Enhancement

Physician Assistant Programme: A one year programme for qualified technicians

and nurses who have been with the organisation for atleast three years. On
completion of this course, the employee is absorbed as a Physician Assistant at an
executive grade.

Eloquence: A spoken English workshop for all the employees who wish to improve
their spoken English.

Leadership Development Initiative: A leadership development program to identify

high potential talent, and train them extensively through classroom lectures,
assignments, job rotation programs and work shadowing, to take on critical roles.

Training Process of Fortis Noida

Training : Induction

10. Induction to all employees

11. VIRTUOUS Values
12. Patient centric approach
13. Service Excellence
14. Infection Prevention Techniques
15. HIV Awareness
16. Basic Life Support
17. Fire Safety
 18. Quality and Operating Systems

For Doctors:

HR Induction for Doctors: Every new employee has to attend the two day
induction.

Training: A weekly session taken by a Consultant for doctors on various

clinical topics

For Nurses:

HR Induction: Every new employee has to attend the three day induction.

Nursing Induction: The three day Induction is followed by a 12 day Nursing

Induction. It comprises of nine day classroom session and three days on-the-
floor training

For Others:

HR Induction: Every new employee has to attend the two day induction.

On the job/ Functional Training: After the HR Induction, employees are

provided with on-job training for 5 to 7 days, in their department
Team building: A teambuilding workshop on a quarterly basis to enhance
and reiterate the team spirit among the various members of a particular
department.

Communication skills: A spoken English workshop for all the employees

who wish to improve their spoken English.

Conclusion & Recommendation

Conclusion:-

1. The training and development system is overall professional

development oriented for employees.

2. The criteria instituted looks fit for all employees.

3. Training time duration is also good.

Recommendation:-

1. Make Training Fun. There are lots of free and team building games,
activities and exercises ideas for team development, employee
motivation, personal development, ice-breakers, energisers,
learning and fun.
2. Supply pre-training assignments. Reading or thought-provoking
exercises in advance of the session promote thoughtful
consideration of the training content.
3. PDCA (for “plan-do-check-act”) cycle.
 4. Trainees’ feedback. Because feedback plays important role in
betterment of programme and its evaluation.
Trainer will know where they are lacking and what actually trainees
want.
5. Competency Mapping can be done to actually identify the training
need on the basis of performance.
6. The trainees should be allotted office work as well so that they can
get the experience of corporate work.
7. In training and development of organization, topics like Sexual
harassment and Quality initiatives can be included.

Updating Medical Knowledge:- It is so necessary to keep the medical staff updated

and trained in order to fit them for the emergence of new technology in the medical field,
Participation in medical seminars, workshops, and joining medical communities and
reading the medical books, journals and literature is essential but it is not enough. There
is also advance in training technology such as the software and hardwares (videos,
projectors, and other instruments).

Outsourcing – Fortis can make use of an outside company that takes complete
responsibility and control of some training or development activities takes over all or
most of a company’s training so that it can concentrate on core competencies. A
teaching hospital is a hospital that provides clinical education and training to future and
current doctors, nurses, and other health professionals, in addition to delivering medical
care to patients. They are generally affiliated with medical schools or universities (hence
the alternative term university hospital), and may be owned by a university or may form
part of a wider regional or national health system.

Fortis should also follow 4p’s of training procedure where it need identified careful
planning is essential 4p’s are:-

 Prepare
 Present
 Practice and
 Put to work
Make a environment where Fortis can create and share knowledge. They can use
technology and software that allows people to store information and share it with others.
Employees can be asked to give presentations to other employees about what they
have learned from training programs they have attended. This ensures that transfer of
training has occurred.

Group Building Methods can be used to enhance the group effectiveness. This can be
done by learning the strength and weaknesses of the co-workers. It also Involves
coordinating the performance of doctors, nurses and other staff who work together to
achieve a common goal to the patient.

E-learning can be used to reduce the cost associated with delivering training
simultaneously increasing the effectiveness of learning environment. New technologies
like online learning, virtual reality can be used. Learning management system (LMS)
can be implemented to automate the administration, development, and delivery of all
Fortis training programs
Conclusion & Recommendation

Conclusion:-

 The training and development system is overall

professional development oriented for employees.

 The criteria instituted looks fit for all employees.

 Training time duration is also good.

Recommendation:-

 Make Training Fun. There are lots of free and team building
games, activities and exercises ideas for team development,
employee motivation, personality development, ice-breakers,
energisers, learning and fun.
 Supply pre-training assignments. Reading or thought-
provoking exercises in advance of the session promote
thoughtful consideration of the training content.
 PDCA (for “plan-do-check-act”) cycle.
 Trainees’ feedback. Because feedback plays important role in
betterment of programme.
 Trainer will know where they are lacking and what actually
trainees want.
 Competency Mapping can be done to actually identify the
training need on the basis of performance.
 The trainees should be allotted office work as well so that they
can get the experience of corporate work.
  In training and development of organization Sexual harassment
and Quality initiatives topic can be included.

SUGGESTIONS-

Updating Medical Knowledge:- It is so necessary to keep the medical staff updated and
trained in order to fit them for the emergence of new technology in the medical field,
Participation in medical seminars, workshops, and joining medical communities and
reading the medical books, journals and literature is essential but it is not enough. There
is also advance in training technology such as the software and hardwares (videos,
projectors, and other instruments).

Outsourcing – Fortis can make use of an outside company that takes complete
responsibility and control of some training or development activitiestakes over all or
most of a company’s training. A teaching hospital is a hospital that provides clinical
education and training to future and current doctors, nurses, and other health
professionals, in addition to delivering medical care to patients. They are generally
affiliated with medical schools or universities (hence the alternative term university
hospital), and may be owned by a university or may form part of a wider regional or
national health system.

Fortis should also follow 4p’s of training procedure where it need identified careful
planning is essential 4p’s are:-

 Prepare
 Present
 Practice and
 Put to work

Make a environment where Fortis can create and share knowledge. They can use
technology and software that allows people to store information and share it with
others .Employees can be asked to give presentations to other employees about what
they have learned from training programs they have attended. This ensures that transfer
of training has occurred.
Group Building Methods can be used to enhance the group effectiveness. This can be
done by learning the strength and weaknesses of the co-workers. It also Involves
coordinating the performance of doctors, nurses and other staff who work together to
achieve a common goal to the patient.

E-learning can be used to reduce the cost associated with delivering training
simultaneously increasing the effectiveness of learning environment. New technologies
like online learning, virtual reality can be used. Learning management system (LMS)
can be implemented to automate the administration, development, and delivery of all
Fortis training programs.