Created by Badar e Alam Anwar

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Project Report on Total QualityManagement (TQM) of Shifa
International Hospital Ltd.
Total Quality Management (TQM) of Shifa
International Hospital Ltd.
Presented By
Badar-e-Alam Anwar
MBA (HR) 7th Quatar
IN PARTCIAL FULFILLMENT OF
MASTER OF BUSINESS ADIMINISRATION IN HUMAN
RESOURSE MANAGEMENT
PRESTON UNIVERSITY ISLAMABAD CAMPUS
5 June 2013

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Dedication
This project is dedicated to all those people of the world who
never let the candle of optimism to distinguish even in every
in very crucial circumstance. To those who scarifies their
comforts who set noble standards. To those who are hopeful
that their efforts for good will be answered one day by
Almighty Allah. To those who have love for humanity ... ... ...

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MESSAGE FROM
DR. ZAHEER AHMAD
M. Pharm, M.D.
PRESIDENT & CEO
SHIFA INTERNATIONAL HOSPITALS LTD.
I feel pleased and honoured to write this message on the occasion of First National
Conference on “Patient Care Pharmacist” by the Department of Pharmacy, Shifa
International Hospital. I heartily felicitate the team of Pharmacy Department and the
management of Shifa International Hospital for conceiving and executing this idea.
Healthcare in our times has undergone tremendous transformation and the term “Quality
Healthcare” now refers to a process that represents functioning of various healthcare
professionals in complete unison. Only this smooth functioning can help achieve the
optimum welfare of the patient and result in a “product” that can be then referred to as
“Quality Healthcare”.
I am quite happy that like many other 'Firsts', the idea of First National Conference on
Patient Care Pharmacist came from the “Team Shifa”.
I cordially welcome and congratulate the worthy speakers who have made it to the
conference and have become a part of this humble but much-needed beginning.
God bless us with courage and vision to do good deeds, amen!

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MESSAGE FROM
SHAFQAT ALI HAMDANI. RPH
CHIEF OF PHARMACY SERVICES
SHIFA INTERNATIONAL HOSPITALS LTD.
It is matter of great satisfaction that Allah (SWT) has bestowed us the courage to organize
“1st National Conference of Patient Care Pharmacist”.
On behalf of organizing committee I welcome you all on this historic event and first step to
establish and achieve the pivotal role of pharmacists in health care system of Pakistan.
The objective of the conference is to educate and train the pharmacists to take cognizance of
its role as Patient Care Pharmacists to make dream of healthier Pakistan come true by
changing health care system drastically.
We seniors as a part of society need to set an example for young professional pharmacist to
get inspiration from both educational and compassionate quality health care, commitment for
patient to bring change. As worldwide there are massive changes in health care industry, and
bright future is waiting for those competent professional pharmacists.
Who dare and has belief, for such professionals Iqbal has said:
ALLAH (SWT) accepts our endeavour. Aameen

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CERTIFICATE OF APPROVAL
This Project is submitted in the partial fulfilment of the requirement for
the award of Master of Business Administration of Preston University
Islamabad Campus.
Submitted BY:
Badar-e-Alam-Anwar
Registration No: 1432-212048
7th Quarter
MBA (HR) Evening
Supervised BY: -
APPROVED BY:-
___________________
_____________________
Dr. Perwez Nusrat
Prof. Dr. Abdul Basit
Chancellor of
Preston University
Islamabad
Campus

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DECLARATION BY THE CANDIDATE
I hereby declare that the project work entitled “TQM of Shifa International Hospital Ltd.”
submitted by me to Preston University Islamabad Campus. Badar-e-Alam-Anwar in
partial fulfilment of the requirement for the award of the Degree of MBA in Human
Resource Management is a record of an original work done by under the guidance of Dr.
Nusrat Parwez. I further declare that the work reported in this project has not been
submitted and will not be submitted, either is part or in full, for the award of any other
degree or diploma in this institute or any other institute or university.
(Signature of the Candidate)
Badar-e-Alam Anwar
Registration no. 1432-212048
Date: 5 June 2013

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Executive Summary
The hospital was established by the assembly of doctors who were
working in USA. It was integrated as Private Limited Company on
20th September 1987, as Private Company Limited it was converted
as public limited company in 20th October 1989. This hospital is
scheduled in Karachi, Lahore and Islamabad accumulation
interactions. This hospital was fixed by a group of professionals
working in USA.
The hospital’s group (originator and supporter) reserved getting
higher all from corner to corner the world. The Hospital by the time
of aperture on June 26, 1993, over 400 plus sponsors supported, with
a Rupee 500 million impartiality. Turn over this time the Hospital has
not hired a single rupee from any other basis.
Within three and half years, the Hospital's Block-A with a five storey
structure, plus decorate slab area and a mosque with a total 100,000
square feet covered area was ready to take its first patient on June
26, 1993.
Modest start from June 26, 1993, with eight consultants in seven
specialties, has developed to more than 70 highly experienced
consultants in approximately all specialties under one roof.
Shifa International Hospital bid 150 IPD beds with superiority care
and OPD facility in 35 different specializations. On the other hand, it
is an everlasting journey. Shifa improved by people, bring durable
motivated incessantly and uniqueness with every temporary instant.
Now after more than one and a part decade Shifa International
Hospital proudly rises as a representation of quality healthcare with
its own brand name"SHIFA". In Short, Shifa observed exceptional
dedication and devotion by their consultants, management and staff
who worked hard to make Shifa a reality of its own.

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ACKNOWLEDGMENT
We bow in Gratitude to Almighty ALLAH, for giving us courage and
wisdom to reach this point of completion. We thank our parents who
had faith in us and supported us throughout our lives. In the end we
would like to thank and praise our Supervisor Dr. Perwez Nusrat and
family members who helped me for this project and made me capable
of stepping into professional life with courage.
THANK YOU
Badar-e-Alam Anwar
Specialization in HR
Preston University
Islamabad Campus

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Table of Contents
Page No.s
TITLE PAGES------------------------------------------------------------------------------------------15
MESSAGES---------------------------------------------------------------------------------------------67
APPROVEL SHEET------------------------------------------------------------------------------------8
DECLARATION OF THE CADIDATE
--------------------------------------------------------------9
EXECUTIVE SUMMARY---------------------------------------------------------------------------10
ALSHIFA HOSPITAL MAP----------------------------------------------------------------------1112
ACKNOWLEDGEMENT-----------------------------------------------------------------------------13
RECOMMENDATION--------------------------------------------------------------------------------94
BIBLIOGRAPHY
--------------------------------------------------------------------------------------95
QUOTE--------------------------------------------------------------------------------------------------96

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CHAPTER # 1
Objective and Scope of Shifa
Page No.s
Introduction--------------------------------------------------------------------------------------------------------------------25
Background--------------------------------------------------------------------------------------------------------------------25
Mission and vision------------------------------------------------------------------------------------------------------------26
Scope----------------------------------------------------------------------------------------------------------------------------26
Ethics Goal---------------------------------------------------------------------------------------------------------------------26
The Values---------------------------------------------------------------------------------------------------------------------27
Strategic Priorities
-------------------------------------------------------------------------------------------------------------27
The Decomposition of Shifa----------------------------------------------------------------------------------------27
The Medical Affairs Department--------------------------------------------------------------------------------------------27
Department of Surgery-------------------------------------------------------------------------------------------------------27
Offices of Chief Operating Officers----------------------------------------------------------------------------------------28
Organization Decomposing Chart
-------------------------------------------------------------------------------------------28

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Chapter # 2
TQM and Services Quality of Shifa & Miscellaneous
Page No.s
Total Quality Management Definition-------------------------------------------------------------------------------------30
Total Quality Management in Hospitals-----------------------------------------------------------------------------------30
Quality Management at Shifa International Hospital (SIH)
-----------------------------------------31
Quality Policy------------------------------------------------------------------------------------------------------------------31
Quality Objective--------------------------------------------------------------------------------------------------------------31
Management practices at Shifa International Hospital
---------------------------------------------------------32
Management functions at Shifa international Hospital-------------------------------------------------------------------32
Planning------------------------------------------------------------------------------------------------------------------------32
Leading-------------------------------------------------------------------------------------------------------------------------32

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Organizing----------------------------------------------------------------------------------------------------------------------32
Controlling---------------------------------------------------------------------------------------------------------------------32
Executive Management committee-----------------------------------------------------------------------------------------32
Diversity Management at Shifa---------------------------------------------------------------------------------------------33
Ethical Management Practices at Shifa------------------------------------------------------------------------------------34
Centralized Mode of Management at Shifa--------------------------------------------------------------------------------34
Market stage-------------------------------------------------------------------------------------------------------------------34
Management skills------------------------------------------------------------------------------------------------------------34
Scientific Management
-------------------------------------------------------------------------------------------------------34
Shifa as an Open System-----------------------------------------------------------------------------------------------------35
Social Responsibilities at Shifa International-----------------------------------------------------------------------------35
Shifa stake holders------------------------------------------------------------------------------------------------------------36
Vanguard Organization-------------------------------------------------------------------------------------------------------37
Type Z Management style at Shifa-----------------------------------------------------------------------------------------37
Inter Organizational Culture at Shifa---------------------------------------------------------------------------------------37
Theory Y-----------------------------------------------------------------------------------------------------------------------37
Employees Departmental Rotation-----------------------------------------------------------------------------------------37
Facilities at Shifa--------------------------------------------------------------------------------------------------------------37

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Chapter # 3
Internal and external service quality of Shifa & Miscellaneous
Page No.s
Shifa at Internal Services Quality------------------------------------------------------------------40
Cancer Centre------------------------------------------------------------------------------------------------------------------40
Medical Oncology-------------------------------------------------------------------------------------------------------------40
Radiation Oncology-----------------------------------------------------------------------------------------------------------40
Future Plans------------------------------------------------------------------------------------------------------------------41
Shifa at External Quality services-----------------------------------------------------------------42
Emergency Services----------------------------------------------------------------------------------------------------------42
Diagnostic Services-----------------------------------------------------------------------------------------------------------42
Laboratory----------------------------------------------------------------------------------------------------------------------42
Diagnostic Surgical Pathology----------------------------------------------------------------------------------------------42
Chemical Pathology-----------------------------------------------------------------------------------------------------------43
Haematology-------------------------------------------------------------------------------------------------------------------43
Blood Bank---------------------------------------------------------------------------------------------------------------------44
Flow Cytometry Lab----------------------------------------------------------------------------------------------------------44
PCR Lab(Polymerase Chain Reaction)
-------------------------------------------------------------------------------------44
Microbiology Lab-------------------------------------------------------------------------------------------------------------44
Radiology Services------------------------------------------------------------------------------------------------------------45
General Radiology------------------------------------------------------------------------------------------------------------46
MRI(Magnetic resonance imaging)----------------------------------------------------------------------------------------46
CT-Scan(Computerized Tomography)
-------------------------------------------------------------------------------------46
Digital Fluoroscopy-----------------------------------------------------------------------------------------------------------46
Ultra Sound
---------------------------------------------------------------------------------------------------------------------46
Nuclear Medicine-------------------------------------------------------------------------------------------------------------47
Pharmacy Services------------------------------------------------------------------------------------------------------------47

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Clinical pharmacy-------------------------------------------------------------------------------------------------------------48
Future goals-------------------------------------------------------------------------------------------------------------------48
Miscellaneous
-------------------------------------------------------------------------------------------49
Shifa Heart Centre------------------------------------------------------------------------------------49
Cardiac MRI Service----------------------------------------------------------------------------------------------------------49
National Integrated Anticoagulation Service (NIACS)
------------------------------------------------------------------49
Patient Education Program---------------------------------------------------------------------------------------------------49
Heart Failure Service---------------------------------------------------------------------------------------------------------49
Lifestyle Improvement Initiative--------------------------------------------------------------------------------------------51
Cardiothoracic Surgery
-------------------------------------------------------------------------------------------------------51
Neuro-care at Shifa------------------------------------------------------------------------------------------------------------51
Orthopedics--------------------------------------------------------------------------------------------------------------------51
Transplant & Urology--------------------------------------------------------------------------------------------------------52
Ophthalmology----------------------------------------------------------------------------------------------------------------52
Plastic Surgery-----------------------------------------------------------------------------------------------------------------53
Mother and Child Health----------------------------------------------------------------------------54
OBS/ GYNE-------------------------------------------------------------------------------------------------------------------54
Pediatrics-----------------------------------------------------------------------------------------------------------------------54
Pediatric Surgery--------------------------------------------------------------------------------------------------------------54
Shifa Center of Liver Pancreas and Biliary Sciences (LPBS)
--------------------------------55
Gastroenterology--------------------------------------------------------------------------------------------------------------55
Critical Care & Pulmonary Medicine--------------------------------------------------------------------------------------56
Nephrology---------------------------------------------------------------------------------------------------------------------56
Allergy/ Clinical Immunology----------------------------------------------------------------------------------------------56
Endocrinology-----------------------------------------------------------------------------------------------------------------56
Psychiatry----------------------------------------------------------------------------------------------------------------------56
Dermatology-------------------------------------------------------------------------------------------------------------------57

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Nutrition Clinic----------------------------------------------------------------------------------------------------------------57
Anesthesiology and pain medicine------------------------------------------------------------------------------------------57
General Surgery---------------------------------------------------------------------------------------------------------------57
ENT-----------------------------------------------------------------------------------------------------------------------------58
Shifa Dental Clinic------------------------------------------------------------------------------------------------------------58
Nursing Care Services at Shifa-----------------------------------------------------------------------59
Maintenance at Shifa-----------------------------------------------------------------------------------60
Food & Nutrition Services at Shifa-------------------------------------------------------------------60
External Services Division----------------------------------------------------------------------------61
Shifa Medical Center, F-11, Islamabad--------------------------------------------------------------61
Shifa Medical Center, PWD, Rawalpindi -----------------------------------------------------------62
Community Pharmacies
--------------------------------------------------------------------------------62
Laboratory Collection Points
--------------------------------------------------------------------------63
Information Technology at Shifa---------------------------------------------------------------------63
Shifa Information Systems----------------------------------------------------------------------------63
EMR (Electronic Medical Record)
-------------------------------------------------------------------64
Telemedicine--------------------------------------------------------------------------------------------64
Shifa Network-------------------------------------------------------------------------------------------65
Future Plans--------------------------------------------------------------------------------------------65
ERP (Enterprise Resource Planning)
---------------------------------------------------------------------------------------65
HL7( Health Level Seven)
---------------------------------------------------------------------------------------------------65
Rehabilitation & Home Health----------------------------------------------------------------------------------------------66

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Chapter # 4
Element of the Task Environment
Page No.s
Labour Supply--------------------------------------------------------------------------------------------------------------68
Employees at Internal Medicine---------------------------------------------------------------------------------------------68
Employees at Critical Care--------------------------------------------------------------------------------------------------68
Employees at section of Infectious Diseases------------------------------------------------------------------------------68
Employees at Psychiatry Section-------------------------------------------------------------------------------------------69
Employees at Neurology Section-------------------------------------------------------------------------------------------69
Employees at Dermatology Section----------------------------------------------------------------------------------------69
Employees at Cardiac Surgery Section-------------------------------------------------------------------------------------69
Employees at General Surgery Section------------------------------------------------------------------------------------69
Employees at Dentistry Section---------------------------------------------------------------------------------------------69
Employees at ENT Section--------------------------------------------------------------------------------------------------70
Employees at Ophthalmology Section-------------------------------------------------------------------------------------70
Employees at Urology Section----------------------------------------------------------------------------------------------70
Employees at Anaesthesiology Section------------------------------------------------------------------------------------70
Employees at Pediatrics Section--------------------------------------------------------------------------------------------71
Employees at other Branches------------------------------------------------------------------------------------------------71

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Chapter # 5
Costumer Clients
Page No.s
Short Time Patients-----------------------------------------------------------------------------------------------------------73
Long Time Patients-----------------------------------------------------------------------------------------------------------73
Chapter # 6
Suppliers
Page No.s
X-ray imaging equipment----------------------------------------------------------------------------------------------------75
Cardial equipment-------------------------------------------------------------------------------------------------------------75

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Kidney care equipment-------------------------------------------------------------------------------------------------------75
Operating room equipment--------------------------------------------------------------------------------------------------75
Radiation encology------------------------------------------------------------------------------------------------------------75
Neurological equipment------------------------------------------------------------------------------------------------------75
Chapter # 7
Competitors
Page No.s
AGA KHAN Hospital Karachi
---------------------------------------------------------------------77
Some General Information
---------------------------------------------------------------------------------------------------77
Operating Rooms
--------------------------------------------------------------------------------------------------------------77

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Outpatient Services
------------------------------------------------------------------------------------------------------------77
Medicine------------------------------------------------------------------------------------------------------------------------77
Surgery--------------------------------------------------------------------------------------------------------------------------78
Pediatrics
-----------------------------------------------------------------------------------------------------------------------78
Special Clinics
-----------------------------------------------------------------------------------------------------------------78
Diagnostic Services-----------------------------------------------------------------------------------------------------------79
Shaukat Khanum Memorial Cancer Hospital and Research Center, Lahore------------79
Services & Facilities----------------------------------------------------------------------------------------------------------79
Medicine Department---------------------------------------------------------------------------------------------------------79
Future Competitors------------------------------------------------------------------------------------------------------------79
SAHARA FOR LIFE TRUST-----------------------------------------------------------------------------------------------79
Outpatient Department-------------------------------------------------------------------------------------------------------79
Inpatient Department---------------------------------------------------------------------------------------------------------79
Allied Facilities----------------------------------------------------------------------------------------------------------------80
Radiology-----------------------------------------------------------------------------------------------------------------------80
Pathology-----------------------------------------------------------------------------------------------------------------------80
Allied Facilities----------------------------------------------------------------------------------------------------------------80
QIH’s (Quaid-e-Azam International Hospital)
--------------------------------------------------80

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Chapter # 8
Government Agencies
Page No.s
Central Board OF Revenue--------------------------------------------------------------------------------------------------82
Capital Development Authority---------------------------------------------------------------------------------------------82
The Completed Projects------------------------------------------------------------------------------------------------------82
The Continued Projects-------------------------------------------------------------------------------------------------------82
Income Tax It------------------------------------------------------------------------------------------------------------------82
Pakistan Medical & Dental Association-----------------------------------------------------------------------------------82
Bahria University, Islamabad------------------------------------------------------------------------------------------------82
Shifa College of Nursing-----------------------------------------------------------------------------------------------------83
Tameer-e-Millat Foundation-------------------------------------------------------------------------------------------------84
Chapter # 9
Progress Report of Shifa International Hospital Ltd. Islamabad
Page No.s
SIH Achievement Timeline--------------------------------------------------------------------------------------------------86
Statement of value addition--------------------------------------------------------------------------------------------------89
Horizontal Analysis-----------------------------------------------------------------------------------------------------------91
Vertical Analysis
--------------------------------------------------------------------------------------------------------------93

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CHAPTER # 1
Objectives and Scope of Shifa
Objectives and Scope of Shifa
 Introduction
Shifa Internaiontal Hospital Ltd. Background:
Shifa international hospital was originated by assembly of doctors , it was incorporated
on September 20 1987. It rehabilitated into Public limited company on October 12,
1989. This hospital has a covered area of 500,000 plus square feet, and begining the
report by CEO who is the Board of Director of Shifa Hospital, COO, Medical Director
Cheif financial officer assest the CEO.
This Hospital takes experinced cowerd of consultants, Pharamedical staff and highly
trained skills staff/empolyees providing the following services.

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Internal
medicine
Cardiology
ENT
Nephrology
Neurology
Oncology
Pediatrics
Urology
Orthopedic
Radiology
Rehabilitation
Gastroenterolog
y
Pulmonology
Endocrinology
Psychiatry
General Surgery
Ophthamology
Obstrictics &
Gynecology
Body composition Analysis, Paracentesis Diagnostic and
Therapeutic
Cardiac Surgery, Cardiac Angiography, Angioplasty Holter
Monitoring, Exercise Tolerance Test, Echocardiography,
Carotid Ultrasounds and Doppler, Arterial and Venous
Dopplers, Pericardcentesis Under Echo.
ENT Procedures, Tympanometry, Audiological Screening
Dialysis catheter placement, Hemo dialysis, Peritoneal dialysis
Kidney biopsy, Slow extended dialysis, Pre-transplant work-up,
Urine sediment examination
Nerve Conduction Studies (NCS), EMG (Electromyography),
Evoked Potentials (visual evoked/Somato sensory evoked)
EEG (Electro Encephalo Graphy), Trans cranial Doppler (TCD)
Botox Injections, Lumber Puncture
Medical Oncology, Radiation Oncology, Chemo Therapy
Neonatology, Pediatric Infection diseases, Pedratic Psychiatry,
Pediatric Surgery, Pediatric Nephrology, Pediatric
Gastroenterology, Pediatric Endoscopy.
Kidney Transplant, Lithotripsy, General Urology
Limb Lengthening Surgery, Arthroscopic Surgery, Joint
Replacement Surgery,General Orthopedic Surgery.
Sonology, Ultrasound, C.T. Scan, X- Ray Imaging, MRI,
Fluoroscopy, Ultrasound Guided Biopsy, Bone Scan, Thallium
Scan.
Speech Therapy, Physiotherapy, Occupational Therapy
Proctoscopy, Colonoscopy, Sigmiodoscopy, PEG Tube,
Endoscopy , ERCP (Endoscopic Retrogratic cholingio
Pancretography), Digestive and Liver Diease
Thoracentesis, Diagnostic and Therapeutic, Pulmonary
Function Test, Bronchoscophy, Pulmonology & Critical Care.
Diabetic Clinic, Other
Psychotherapy, Drug Addiction treatment, Depression,
Psychosis
Brest surgery, Laparoscopic surgery , Bariatric surgery,
appendectomies, Laprotomies, General Surgery
Children eye care, Cornea Transplant, intraocular lens implant,
Diabetic eye care, General Ophthamology
Normal deliveries, C-section, Antenatal care, Postnatal care,
Gynecology
This Hospital provide s 24 hours diagnostic & treatment services E.g. Clue blue
Protocol, 24 Hours Ambulance, Operation Rooms, Emergency Services, Nutrition
Clinic, Critical Care, Nuclear Medicine, Clinical Labs & Blood Bank.

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i.
Mission & Vision
Mission
“To provide good quality medical care in all disciplines of medicine and surgery to all
patients in a caring and compassionate manner by an outstanding team of healthcare
professionals in an atmosphere conducive to our values and practice of good medicine”
Vision
Shifa International Hospitals Limited is established to provide the highest quality
medical care to the people of Pakistan.
Achieving a high level of quality is the result of many factors:
•
Medical Expertise
•
Clinical Excellence
•
State of the Art Technology
•
Caring People
•
Preventive Medicine
•
Health Care Management
ii.
iii.
Scope: Shifa International Hospital Ltd. has foundation of the Quality Management
system (QMS) illustrate their capabilities over and over again provides
Products/Services that meet to the costumers and valid and rigid requirements and to
operate with increases effectiveness and efficiency with on the whole aspire of attractive
customer satisfaction.
Ethics Goal
They contain:
•
Customer Satisfaction
•
Service Quality
•
Sustain long term Viability

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•
To Improve competitive position
•
To improve work Environment
iv.
The Values
They contain:
•
Respect
•
Empathy
•
Truthfulness
•
Effectiveness
•
Quality
•
Intelligibility
v.
Strategic Priorities:
•
Physician Partnership and enhanced Clinical Quality
•
Provide seamless/Easy Access Care Delivery
•
Financial Strength/Viability
•
Strategic Growth
vi.
The Decomposition of Shifa
The whole hospital processes are disintegrated into two major departments.
•
The Medical Affairs
•
Support Services.
The medical Affairs Department is started by MD (Medical Director) and the Support
Services Department is started by COO (Chief Opening Officer). These two departments
have further divided into more departments and sub departments.
1. The Medical affairs Department
It incorporates other departments similar to:
a) -1. Department of Medicine
This department further divided into more sections:

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•
Section of Internal Medicine
•
Section of Pulmonolgy
•
Section of Cardiology
•
Section of infectious diseases
•
Section of Nephrology
•
Section of Neurology
•
Section of Radiology
b) -2. Department of Surgery
•
General and Vascular Surgery Section
•
Orthopedic Surgery Section
•
Urology Section
•
Pediatric Surgery Section
•
Cardio Surgery Section
•
Neurosurgery Section
•
ENT Section
•
Plastic Surgery Section
•
Anaesthesia Section
•
Dental Surgery Section
•
Gynaecology Section
•
Emergency Room
c) -3.Office of Chief Operating Officers
It incorporates departments similar to:
•
Admin & General
•
Nursing Administration
•
Accounts and Finance
•
Pharmacy

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•
Patient Services
•
Material Management & Purchase
•
Bio-Medical
•
Management information System
•
Maintenance and Plant Operations
•
Human Resources
•
Marketing services
•
House Keeping
d) -4.Organization Decomposing Chart (Main Bodies)
Hospital
Administration
Office of
Medical Director
Office of Chief
Operating
Officer
Emergency
Department

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CHAPTER # 2
TQM and Services Quality of Shifa & Miscellaneous
TQM and Services Quality of Shifa & Miscellaneous
1. Total Quality Management Definition: Total Quality Management (TQM) is a
comprehensive and structured approach to organizational management that seeks to
improve the quality of products and services through ongoing refinements in response to
continuous feedback. TQM requirements may be defined separately for a particular
organization or may be in adherence to established standards, such as the International
Organization for Standardization's ISO 9000 series. TQM can be applied to any type of
organization; it originated in the manufacturing sector and has since been adapted for
use in almost every type of organization imaginable, including schools, highway

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maintenance and hotel management. As a current focus of e-business, TQM is based on
quality management from the customer's point of view.
TQM processes are divided into four sequential categories: plan, do, check, and act (the
PDCA cycle). In the planning phase, people define the problem to be addressed, collect
relevant data, and ascertain the problem's root cause; in the doing phase, people develop
and implement a solution, and decide upon a measurement to gauge its effectiveness; in
the checking phase, people confirm the results through before-and-after data
comparison; in the acting phase, people document their results, inform others about
process changes, and make recommendations for the problem to be addressed in the
next PDCA cycle.
2.
Total Quality Management (TQM) in Hospitals: Healthcare systems are of
fundamental interests to all level of Hospitals in our societies. Eventually, increasing
importance and reliance are placed on total quality management in healthcare systems.
Due to this rising importance that is also reflected in the increasing percentage of
national and international resources for both private and public sector to allocated in
hospital management systems. Hospitals and other healthcare organization across the
globe have been progressively implementing TQM to reduce costs, improve efficiency
and provide high quality patient care. Contrary to popular belief, the TQM movements
were not the start of concerns about quality in healthcare. The roots of quality assurance
initiatives in healthcare extends at least as far back as the time of Florence Nightingales’
work during the Crimean War(1854-1856),when the introduction of nutrition, sanitation
and infection control initiatives in war hospitals contributed to reduction in the death
rate from 43% to 10%. TQM can be an important part of hospitals’ competitive strategy.
Thus, TQM, which places on improved customer satisfaction, offers the prospect of
great market share and profitability. TQM can be an important part of hospitals
competitive strategy in quality of healthcare system. Hospitals in competitive markets
are more likely to attempt to differentiate themselves from their competitors on the basic
of greater service quality. Thus, TQM which places a heavy emphasis on improvement
in Customer satisfaction index that offers the prospect of grater combines internal
quality measures with value analysis and conformance to specifications. Acceptable
quality services not only include direct medical services such as diagnoses, medicines,
surgery and treatment but indirect operations such as administration and purchasing
whose costs are reflected in what the buyer pays. It may also include Total Quality of
performance that is directly related to healthcare safety, security, attitude of nursing and
word boy, role of doctors in terms of ‘time’ includes appointment, delay time, service
time, timing with regards to medical treatment and surgery.
The Concept of Total Quality Management:

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Fig. 1, TQM structure
People define quality in many ways. Some think of quality as superiority of excellence,
others vies it as a lack of patient care and service defects. According to Crosby, quality
is 'conformance to requirements'. (Zero defects). Today most mangers agree that the
main reason to purse quality is to satisfy the customers.
The American National Standards Institute (ANSI) and American Society Quality
(ASQ) define quality as
“The totality of features and characterizes of a care or service that bears on its ability
to satisfy given needs”.
The view of quality as the satisfaction of customer needs is often called fitness for use.
3. Quality Management System at Shifa International Hospital (SIH)
i.
Quality Policy
The quality policy of Shifa International Hospital is to provide cost effective quality
medical care to all patients, ensuring ethical practice of medicine.
“Our quality objective is to continuously improve patient satisfaction”
It is certified by ISO-9001, today everyone knows about ISO standardisation, the basic
Principle of ISO is “write what you do and do what you write”. It means you writing
and working should support each other. Quality service needs teams to make or more
effective and efficient that brings the Standardisation and Quality.
ISO-9001CERTIFIED
ii.
Quality Objective
“Our Quality Objective is to continuously improve patient satisfaction”

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•
Adequate time to be spent by physician so all aspects of patient disease are assessed and
treated
•
Provision of separate examination rooms to provide patient with privacy and to
decrease patient waiting time
•
Patient education to improve disease management which includes written materials
and public seminars
•
Practice guidelines and clinical pathways developed for common diseases in Internal Medicine
•
Produce chart reviews to monitor compliance with new practice guidelines and clinical
pathways
4. Management Practices at Shifa International Hospital (SIH)
Since Shifa is an Organization where different people work for Pre-define goal. The management
Practices Adopted at Shifa International.
1. Management Functions at Shifa International Hospital (SIH):
a) Planning: The chairman of the Shifa, Dr. Zaheer Ahmad has a goal before him. He has
plan to extend the hospital business activities all around the year. He thinks that 2005
was a profitable year for them. Their earnings increased up to 53%. Secondly, he has a
vision to provide the best medical health care facilities to the people of Pakistan.
b) Organizing: Different people from different backgrounds are working at Shifa. Their
HR department is responsible for employees and giving them specific jobs. Mr. Shahzad
Choudry, Senior Manger HRD is dealing with all these.
c) Leading: Every section has a head to lead the others employees under him/her. There is
one Head consultant and under him/her, two or more assistant consultants are working.
Since there are many sections and each of these sections has the same level of
Hierarchy.
d) Controlling: To assure the Quality of the Services at Shifa, Different committees have
been formed. These committees make sure that the rules are not being violated. The
services are quality oriented. Different Quality assurance committees at Shifa included:
2. Executive Management Committee
•
Quality Assurance Committee
•
Nursing Quality Assurance Committee

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•
ER committee
•
Internal Audit committee
•
Waste management committee
•
Social Welfare Affairs committee
•
Pharmacy Committee
The QA (Quality Assurance) department is involved in developing and implementing
effective quality based management systems, and quality improvement programs. It aims
at developing solutions which are quality based and patient satisfaction.
3. Diversity Management at Shifa:
The diversity is in:
Race
Tradition
Work
Culture
Gender
Subculture
Diversity
Group
Work
Place
Ethics
Style
Religion

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4. Ethical Management Practices at Shifa
People at Shifa believe in:
•
Respect
•
Compassion
•
Intergrity
•
Efficiency
•
Excellence
•
Transparency
5.
Centralized Mode of Management at Shifa
It is clear from the data given above the there is a strong centralized management at
Shifa International Hospital. The CEO and chairman is the main person. The MD &
COO come under the CEO. Then there is no Long Hierarchy chain of command at
different departments and Sections. Different sections have a head and under that head
many consultants and senior consultants are working. This chain of common shows that
there is a strong centralized management at Shifa International.
6.
Market stage:
Right now, Shifa is a totally customer oriented organization. It started as a private
sector unite in 1987. Its main concern is on customer satisfaction and care, in a
compassionate way. It is a right now in the prosperity stage.
7. Management Skills
Since it is a very huge organization, different employees come here with different skills.
For example, Dr Zaheer Ahmad the CEO & chairman of the company has mission
before him. Different doctors at different levels have key knowledge skills according to
their field of specializations. (MD, FCPS, or having any other degree). These also gave
relationships with the assistants or subordinates at different levels. For example a doctor
from one department has a good relationship with the employees at the radiology or any

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other department. He has to see the reports of the patients. This depicts a level of human
skills.
8. Scientific Management
Obviously we find a scientific management sat Shifa. People with different jobs are
working and their jobs are broken down into specific routines. There workers are fully
trained and selected on a merit basis, then they a relationship among themselves to make
sure that they are working in the proper manner. Each person is responsible for
performing his own task which is designated to him. Each person is aware of His/her
job. We also find bureaucratic management at Shifa where there is an implicate set of
formalized rules and regulations Each Employee has to follow the Set of Rules. The
organization has a well defined Hierarchy. Everyone knows that he or she is responsible
to whom. Obviously, highly qualified doctors are selected and trained.
9. Shifa as an open System
Obviously Shifa is an open system. It is using its HR, Financial and other resources,
through managerial and technological abilities, to provide best medical care to the
people. The system provides services to patients. To get feedback from the environment
and stay with tough with the media, Shifa has a magazine named Shifa News
International. The editor is MR. Amer farooq. The feedback and certain FAQ’s from the
readers are encouraged in the “LETTER TO THE EDITOR “Section of the magazine.
The “MEDIA PRINTING & RELIGIOUS “Department is there for this purpose. They
also keep arranging different seminars on different health related topics to create
awareness among the general public.
10. Social responsibilities at Shifa International
The Shifa People are well aware of their social responsibilities. In the recent earth quake
in Pakistan, Shifa contributed a lot. The rammer Millat Foundation of Shifa
International Hospital has announced to adopt 2,000 children orphaned in the
devastating earthquake that struck Pakistan and Azad Kashmir on October8.
Muslims, the Voice of Muslims America 18th Nov, 2005
The Tameer-e-Millat Foundation has decided ti initiate a complete rehabilitation
program for the affected children in a residential environment, “said TMF chairman Dr.
Zaheer Ahmad while announcing the first major Initiative in Pakistan’s private sector
for the rehabilitation and resettlement of those children who lost everything in the
disaster. The unprecedented initiative has been named “Tameer-e-Jannat ( Building of
Heaven)/He informed Muslims Weekly over telephone form Islamabad, Pakistan, that
Tameer-e-Jannat is aimed at providing standardized living, brought up, education and
training to 2,000 children initially for a period of 12years. He added that if the required
support and funding was available, the TMF might adopt as many as 10,000 of these
orphans. “We are offering ‘Sponsor in Child’s program to the well off and God-dearing
individuals, families and institutions” said Dr. Zaheer while explaining the way his
organization intends to raise funds from the project. Every sponsor, he said, will be

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asked to donate $1000/ child Annually for 12years to provide him/her all needs of life
including quality education. Dr. Zaheer Ahmad, it may be recalled, is a respected
Pakistani doctor who has spent all his life in the service of humanity. He set a new
precedent in Pakistan’s history in the 1980s, when he founded Shifa Hospital in
Islamabad. The state of the art hospital, costing hundreds of millions of dollars, toay is
one of the best medical facilities in Pakistan which offers diverse and Quality services.
In later years, Dr. Zaheer also founded Shifa Foundation which helps the deserving
patients in Pakistan and the Tameer-e-Millat Foundation.
Tameer-e-Millat Foundation has extensive experience in the education sector. Currently,
it is running over 380 schools in rural areas of Pakistan where over 20,000 students are
receiving education. The TMF says that because of its strong credentials, it is capable of
shouldering this huge task.
Daily Mail
The Prime Minister Also appreciated the administration of Shifa International for taking
care of over 100 injured from the affected areas and for providing them excellent care.
He said the patients informed that they were well looked after. “Every individual has an
important role in tackling this enormous challenge that confronts the nation. It has
shown the capacity of the entire country to cope with such calamities,” he said. He also
lauded the role of NGOs, individuals, national and multinational organizations and
international community for reaching out the people affected by this tragedy.--- APP
“Pak Tribine”
ISLAMABAD, November 09(online): Prime Minister shaukat Aziz has said estimate
of earth quake loss will be released on Thursday adding that the estimated loss will be
presented in donor’ conference on November19.
The Prime Minister was talking to journalist here Tuesday in Shifa International
Hospital where he had gone to Inquire about the Health of those injured in killer quake.
Health minister Dr. Naseer Khan and Secretary Health Syed Anwar Mehmood also
accompanied the Prime Minister.
Earlier, the Prime Minister Inquired about the health of injured quake survivors and
disturbed Rs10000 each in cash among them.
“We pay tributes to Private hospitals, which are providing free treatment to the injured
survivors,” prime minister underscored. Besides we express gratitude to over sixty
countries, which had extended help. The spirit demonstrated by the world countries
particularly people of Pakistan in helping the quake affects is unprecedented, he
remarked.
Shaukat Aziz noted that treatment process of the injured people was moving ahead.
Serious patients are being shifted here from the field hospitals. Health ministry has been

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directed to make rapid Arrangements for Wheel chairs and artificial limbs for disabled
patients, he indicated.
They also keep on organizing different seminars on different health related topics create
awareness among the general public. They also reconstructed the “NALA” passing
behind the main building. They had to suffer due to the wrong engineering planning of
CDA. They had to lose 40 millions. But the reconstruction was self financed.
11. Shifa stake holders
The social stake holders at Shifa are:
• Shareholders
• Customers
• Employees
• Society
• Local Community
12. Vanguard Organization
A vanguard organization is one which pays its social responsibility along with its other
operations. A few companies or organizations in the world have attained this status up
till now. Shifa tended to play its social duty during the 8th Oct earth quake of Pakistan. It
contributed money, looked after patients and provided free medical treatment to them. It
has proved itself in the queue of vanguard organizations. They are also keen about their
environment. The Shifa people have planned to make the green belt before the hospital
more beautiful, as it would make the capital more beautiful. They have passed this plan
from CDA and stated working on it. They have one more plan to build a public park for
general public and the patients as well. They are well aware of their social
responsibility.
13. Type Z management style at Shifa
Type Z theory of management is there where there is a medium pace career and workers
are given some relaxation and some decision making ability is also given to them. The
workers are allowed to some extent to make their own decisions in Theory Z
management style. Obviously, when there is problem where the senior doctor or head is
not present, the junior level doctors are allowed to take their own decision. They can
solve the problem encountered. When the senior manager is not available, then the
junior level manager is given the privilege to make his own decision.
14. Inter Organizational Culture at Shifa
The inner-organizational culture at Shifa is relaxing. There is a dress code for the
nursing staff, ward boys, housekeeping department and for the security guards as well,
however, the doctors are to wear the white coat. The surgical staff has to wear blue-

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green dress. They also provide different types of training to newly hired as well as the
old employees to make them more aware about different scenarios and situations.
15. Theory Y
Theory Y implies that the workers are highly motivated and hard working. They are
fully trained and using their full potential in achieving their goals. This is the
assumption used at Shifa hospital. The workers are fully trained personnel in their field
of specialization. Each and every one of them is equally responsible for the
improvement and work. Different tasks are assigned to different workers and they are
there perform these. The Hospital provides a 24 hour service, ensuring that the workers
(doctors) are working at their full.
16. Employees Departmental Rotation
Employees are subject to departmental rotation after 3-4years based on their experience,
to increase their skills and knowledge. The employees at junior levels face more
rotation.
17. Facilities at Shifa
Shifa is right now providing transport, allowances, bonuses, dividend to their share
holders. It also gives shields and certificates to the best performers. Different job
incentives are also rewarded according to the efficiency and effectiveness of the
employees.
•
Shifa Card
•
Shifa Lab Pickup Point.
18. Employees Shift
Right now, 3 shifts at Shifa:
•
7am-3pm
•
3pm-11pm
•
11pm-7am
The employees can work in any shift which they find comfortable to work in.

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CHAPTER # 3

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Internal and External service quality at Shifa &
Miscellaneous
Internal and External service quality at Shifa & Miscellaneous
 Internal Services Quality at Shifa:
a) Cancer Centre: It was in the early 90’s, when the pioneers of Shifa International
Hospital, made a critical decision to make available much needed state of the art
medical treatment for cancer patients. The first phase of this commitment led to the
opening of the first radiation oncology department in the private sector at Shifa
International Hospital in 1994. This proved to be the focal point for development of
additional cancer treatment facilities over the years, till the inauguration of a full fledged
Shifa Cancer Center in 2012.

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b) Medical Oncology: The Center provides comprehensive medical oncology care for
solid tumors and hematological malignancies, including chemotherapy and
autologous/allogenic Bone Marrow Transplant (BMT). Inpatient care for chemotherapy,
supportive care and treatment of emergencies and complications is available.
Multidisciplinary Tumor Board is being held regularly at this facility. The Oncology
Day Care Unit is a specially designed facility for patients suffering from various benign
and malignant disorders. The Day Care Unit offers various diagnostic and therapeutic
modalities including blood transfusions for patients with thalassaemia, other types of
blood component infusion therapy and outpatient cancer chemotherapy for all types of
malignant diseases.
c) Radiation Oncology: The department of radiation oncology started with the installation
of an advanced linear Accelerator, X-ray Flouroscopic Simulator and computerized 2.D
treatment planning. It was probably the first department in the country where each
patient underwent proper simulation and treatment planning along with custom made
shielding devices. In the decade of 90’s Breast conserving treatment was initiated in
Pakistan and made available to suitable patients with the cooperation of surgeon from
Shifa and AKUH. A second treatment unit, a Cobalt 60 Phoenix (100cm Ssd) was added
in 2004. Our Radiation Therapy services were expanded by the installation of a
dedicated CT-simulator and a Linear Accelerator equipped with multi leaf collimeters in
2007. The dedicated CT simulator allows us to plan the radiation treatment and shape
the dose precisely according to each patient’s individual anatomy, tumor size, shape and
extent. The advanced digital Linear Accelerator with MLC enables to deliver precise
radiation to the target with sharp field edges defined by two banks of 40 single focused
leaves (collimeters) that can be positioned with an accuracy of 1mm. All patients are
thus treated by 3-D conformal techniques. In addition this capability made it possible to
start IMRT (Intensity modulated Radiation Therapy) in 2010 for prostate and head &
neck cancer. IMRT is a significant development in the field of radiation therapy where
the higher dose region can be shaped according to the shape and extent of tumor while
reducing dose to normal tissues, thereby improving cure rates and reducing normal

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tissue damage. Shifa International Hospital is one of the only two centers in Pakistan
providing IMRT treatment.
The quality of radiation treatment and precision dosage is ensured at Shifa Radiation
Oncology, by verifying all treatment plans using specialized dosimetry equipment.
d) Future Plans: In near future we plan to acquire equipment and expertise to start
Stereotactic radiation therapy, which will give us another tool to treat small tumors in
the Brain, Lung, Spine, etc, with sharply focused beam, using a single or few high
dose fractions, thus shortening the overall treatment time and further improving
results. We also plan to acquire High Dose rate Brachytherapy equipment for
intracavitary and interstitial irradiation.
 External Quality services at Shifa
1. Emergency Services: Our new and expanded ER is a 24-bedded fully equipped,
monitored unit which is staffed with ER trained Medical and Para Medical staff who are
capable of dealing with all the major Medical, Surgical, Pediatric and Obs/Gyne
emergencies. They are supervised and guided by seasoned consultants who have
extensive experience in ER care. Separate area for Pediatric. Surgical and Medical
patients are provided OT, Separate Procedure Rooms, Triages area, Pharmacy, Lab and
adjacent Radiology Department are the highlights of our new ER. Level of the patient
care and satisfaction is very high in this area.

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2. Diagnostic Services: By LIS it is possible to view every patient’s laboratory and all
other parameters which are mandatory for accurate diagnosis. Moreover the department
is equipped with latest Immunofluorescence techniques for diagnosis of renal and skin
biopsies. This technique needs expertise and fluorescent microscope In this regard. The
department is getting popularity in diagnosis of renal diseases as it is evident by
continuous expanding workload.
3. Laboratory: Diagnostic services at Shifa International Hospital are rapidly enhancing
to achieve the highest standards in the country. There are six subspecialties including
diagnostic surgical pathology, Hematology, Blood Bank services, Chemical Pathology,
Microbiology and immunology. These departments are rapidly expanding not only in
terms of addition of new automated equipment but also with expert and qualified
technical staff using them. These departments are working under direct supervision of
experienced and foreign qualified consultants. We believe that the knowledge is ongoing
process and are expanding it by continuous training abroad as well as conducting
seminars for budding pathologists.
4. Diagnostic Surgical Pathology: The diagnostic surgical pathology has grown by leaps
and bounds in the past few years and is one of the busiest departments in the country.
We offer exfoliative cytology; fine needle aspiration biopsy in addition to routine
histopathology. We have extensive panel of Immunohistochemistry antibodies for exact
diagnosis of tumor. This panel is continuously expanding day by day. Tumor diagnosis
is also made accurate by correlation with radiologic findings and clinical details by our
modern Laboratory Information System (LIS). By LIS it is possible to view every
patient’s radiology and all other parameters which are mandatory for accurate diagnosis.
Moreover the department is equipped with latest Immunofluorescence techniques for
diagnosis of renal and skin biopsies. This technique needs expertise and fluorescent
microscope In this regard. The department is getting popularity in diagnosis of renal
diseases as it is evident by continuous expanding workload.

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Nephrologists not only across northern area of country but also from Faisalabad,
Lahore and Peshawar are sending this test here. Since department also provides
specialized transport media which keeps biopsies fresh even for 2-3 days.
Frozen section facility for quick intra-operative diagnosis is not only used by our
hospital but also by adjacent large hospitals where this facility is not available. The
diagnostic surgical pathology team includes six histopathologists with special expertise
in renal, liver, breast, head, neck and hematopathology. The technical staff is highly
trained and experienced going training programme for technicians. The department is all
set to start fluorescence in situ hybridization technique (FISH) initially for Her2Neu for
breast and gastric cancer followed by detection of common genetic abnormalities in
other tumors. These are needed by our expert oncologists for planning exact treatment
of cancer. This is our goal for the coming year. Tumor registry has also started from Jan
2012 which will be a source of reliable data for research of cancer affecting our
population. Liver transplant at Shifa International Hospital has added another dimension
to our pathology services as we are dealing with biopsies from donors and recipients as
well as explanted livers. We hope to gain expertise in this area which is so far uncharted
territory in this country. The surgical pathology department also runs a vibrant residency
programme to obtain fellowship in this field, with a long list of applicant doctors
awaiting entry. We aspire to become one of the best if not “The Best” departments in the
whole country comparable to any in the developed world.
5. Chemical Pathology: Department of chemical pathology is utilizing the services of a
fully automated state-of-the-art integrated chemistry analyzer. This performs routine and
specialized chemistry tests including hormones and drug levels. Ever since its
installation five years ago the scope of tests being performed on this instrument has been
expanding with addition of newer tests every year. The department is also providing
services in emergency rooms as stat chemistry tests which have facilitated health care
delivery more efficiently. As liver transplant has started, the department is keeping pace
with it providing results within minutes during surgery which facilitates the work of
surgeons and anesthetists.
6. Haematology: In addition to routine hematology test, bone marrow biopsies, the department
also offer complete set of immune testing for final diagnosis of lymphomas / Leukemias.
Department is now recognized for getting fellowship in this specialty and training is also started.
We have already started with plan of getting automation in most of sections as this will reduce
human error and aid our pathologists for accurate and quick diagnosis.
“Nephrologists not only across northern area of country but also from
Faisalabad, Lahore and Peshawar are sending this test here. Since department
also provides specialized transport media which keeps biopsies fresh even for
2-3 days.”

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7. Blood Bank: Blood transplant department is supporting big transfusion dependent
venture of liver transplantation with successful completion of six critical patients who
underwent liver transplant. It is also offering pre-storage leuko-depletion on request in
addition to routine bone marrow stem cell separation and plasmapheresis.
8. Flow Cytometry Lab: This is the newest addition to the department of Pathology. Flow
Cytometry Lab was recently established after two years through campaign to acquire a
state-of-the-art Flow Cytometry. The instrument is 6-8 color laser equipment which is
the first of its kind in the whole country. Now Pathology department is fully capable of
rendering leukemia and lymphoma diagnosis according to the International Standards in
a very short period of time. This process will facilitate the oncologists in their critical
management decision. The Flow Cytometric analysis is performed by America Board
certified hematopathologist.
9. PCR Lab (Polymerase Chain Reaction): PCR stands for polymerase chain reaction,
which is a method for amplifying segments of DNA, by generating multiple copies
using DNA polymerase enzymes under controlled conditions. As little as a single copy
of the DNA segment or gene can be cloned into millions of copies, allowing detection
using dyes and other visualization techniques. The process of PCR has made it possible
to perform DNA sequencing and identify the order of nucleotides in individual genes.
PCR techniques are applied in many areas of biotechnology including protein
engineering, cloning, forensics (DNA fingerprinting) and for analysis of environmental
samples.
Shifa International Hospital recently also has established a stat-of-the-art PCR Lab for
the diagnosis of infectious disease like Hepatitis B, C and genotyping. The lab is
equipped with a fully automated walk-away instrument which helps in accurate
diagnosis with least chances of any contamination. The results are interpreted by
American Board certified Pathologists.

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10. Microbiology Lab: Microbiology lab is dealing with routine culture and sensitivity
testing since the very start of our hospital providing the patient care and catering the
needs of our Infection Control department. Since then it established and equipped TB
lab which started functioning in 2005 catering the customer’s need for TB identification,
1st line TB Drug Sensitivity Testing (DST) and 2nd line TB Drug Sensitivity Testing.
“Microbiology lab is dealing with routine culture and sensitivity testing since the very
start of our hospital providing the patient care and catering the needs of our Infection
Control department.”
Department has Initiated new tests for Fabric Industry mandatory for export purposes in
2010 including Quantitative and Qualitative testing. Microbiology has started full range
of viral detection including antibody status. Established and equipped a new PCR
diagnostic lab in 2011 which is going to look after the rapid testing of Mycobacterium
tuberculosis from smear positive pulmonary specimens.
Tumor board meeting is one of the big achievements of the departments. As most of
cancer patients are now discussed with whole panel of Oncologists, Radiologists,
Pathologists and treating Surgeons before their treatment. In addition to routine Clinic
opathologic conferences with departments of urology, nephrology and Gynaecology
departments also conducts slide seminars monthly for training of junior pathologists all
over the region.
11. Radiology Services: Radiology at Shifa supplements almost every critical specialty by
facilitating in prompt and flawless diagnoses. Recent advances in modern technology
have revolutionized the health care horizons particularly in the fields of diagnostic and
interventional imaging. This has made early diagnosis and prompt treatment of almost
all illnesses ever more feasible. This state of the art facility is staffed and run by a team

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of dedicated specialists consisting of Neuro, Interventional and diagnostic radiologists
as well as ultrasound physicians and technical staff.
12. General Radiology: General Radiology at Shifa consists of four computerized
radiography X-ray rooms capable of entire gamut of standard, general radiological
exams transmitted to all Physicians on Picture Archiving and Communication System
(PACS), at their respective clinics for urgent access.
13. MRI (Magnetic resonance imaging): A 24/7 facility in the heart of Capital City
Islamabad, MRI at Shifa Radiology is Pakistan’s first wide bore MRI (Vantage Titan)
with gantry size of 71 cm has patient focused features which significantly improve
patient comfort and increase the range of patients who can undergo an MR exam.
Claustrophobic and obese patients can now be imaged with this higher field strength
MR as its wide bore provides a greater feeling of openness. Its technology dramatically
reduces acoustic noise, the most significant cause of patient discomfort during an MR
exam. Patients sensitive to contrast agents can now have excellent quality non-contrast
MR angiogram.
14. CT-Scan (Computerized Tomography): CT stands for Computerized Tomography
(commonly known as a CAT scan). The Aquilion ONE 640 slice CT-Scan, also first in
Pakistan and South Asia with 16 cm of body coverage in single gantry rotation, is a
latest addition to Radiology at Shifa. It images the entire brain and heart within 0.35
seconds with very low radiation dose. State of the art imaging of the stroke in single
examination in only 50 seconds including a Non contrast CT, CT-Angiography, CTVenogram, 4D-Digital Subtraction Angiography and whole brain perfusion. This CT is
capable of doing 4D dynamic imaging of joints and 4D Angiographies.
15. Digital Fluoroscopy: Digital fluoroscopy reduces the radiation dose through
improvements in image quality and improved mechanical features. Better image quality
and the ability to manipulate contrast and brightness reduce the number of images that
must be obtained to complete a procedure. They also shorten procedure time and
enhance patient throughput.
16. Ultra Sound: The Department is also equipped with state of the art Toshiba Xario
ultrasound systems. Trans Rectal Ultrasound for evaluation of prostate, TRUS guided
biopsies, local staging of Carcinoma Prostate, male infertility, 3D & 4D ultrasounds,
fetal echocardiography and gray scale color Doppler are also unique ultrasounds
services offered by Shifa Radiology.

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17. Nuclear Medicine: The section consists of dual head spect camera providing
diagnostic options including cardiac, renal, endocrine and oncologic imaging.
18. Pharmacy Services: The Division of Pharmacy Services at Shifa international Hospital
is not limited to the traditional role of just dispensing of medicines. The primary goal of
the division of pharmacy services at Shifa international hospital is to provide safe and
effective pharmaceutical care to patients in an efficient manner. Our first line
Pharmacists, besides being involved in the traditional jobs of Dispensing medicines and
maintaining inventories are involved in reviewing the patients therapy and intervening
on, as and when need basis.
Our pharmacists review each and every prescription for completeness and
appropriateness of the medications and when required consult with the physicians to
modify and correct the prescriptions if and when required. Previously the in-patients
pharmacy (currently the central pharmacy) was located at A-0, and was working with a
limited space and resources; most of the tasks were performed by various individuals
due to which the tasks were partially fulfilled. There was limited space for
extemporaneous compounding of medicines, and there was no proper sterile area for
mixing of chemotherapeutic drugs or for preparation of sterile intra venous preparations.
The pharmacy store (presently Pharmacy ware house) was also operating with limited
area and resources. The division of pharmacy services has bloomed and expanded very
rapidly, and has achieved many milestones in the previous few years.
The Central Pharmacy has been shifted to the new H-0 location and has been expanded.
The role of pharmacist has also been improved to provide better quality pharmaceutical
care. The extemporaneous compounding area has been developed into a whole new
setup with improved facilities and many new formulations have been added.
The main conspicuous achievement of pharmacy is the establishment of a state-of the
art, oncology sterile admixture area, in which specialized pharmacy personnel works to
ensure the quality and safety of the prepared medications, which eventually improves
the patient safety outcomes.

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The oncology area also boasts the achievement of dealing online prescriptions, which is
an important step towards paper less environment, and it also ensures the timely
dispensing of prepared chemo medicines.
Modified labeling of the chemo has improved the handling of these medicines by adding
warning signs like “cytotoxic medication”,” handle with care” “light sensitive” etc.
The oncology sterile admixture area has been divided into two sections, one area has
been dedicated for the day care chemotherapy bay, and the other area provides services
to inpatients of chemotherapy.
The pharmacy store has been developed into a “ware house” with improved systems and
better storage conditions.
19. Clinical pharmacy: Clinical Pharmacy is a commonly used term in pharmacy practice.
It is a health specialty, which describes the activities and services of the clinical
pharmacist to develop and promote the rational and appropriate use of medicinal
products and devices.
There are following major areas where clinical pharmacy is focusing at SIH (Shifa
International Hospital):
• Indigenous System Development
• Antibiotic Stewardship
• Drug Information Resource
• Drug intervention
• Drug – drug interaction
• LASA drugs
• High alert medications
• Doing pharmacy consultation
Technology and transformation will revolutionize the pharmacy working and the health
care delivery system. Development of indigenous system is one of the most challenging
tasks, and requires deliberation and comprehensive efforts to develop that tool. SIH is
working to develop such indigenous system that can support all pharmacists for clinical
services.
Clinical pharmacist is presently working on Antibiotic Stewardship. Antibiotics are the
most widely prescribed and used medicines all over the world. Infections from various
microbes and other organisms are responsible for most hospital and clinic visits. The
most emerging danger for Antibiotic therapy is the development of resistance, which
emerged over the years due to the irrational use of antibiotics Ultimate goal is to
optimize the patient’s health-related quality of life, and achieve positive clinical
outcomes, within realistic economic expenditures

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Future Goals:Develop a Drug Information Resource and its implementation, Drug Information and
Poison Control Centre. The major future goal of the Pharmacy services division is to
develop a computerized Physician Order entry system (CPOE system), to reduce
medication errors and improve patient safety.
Improve quality of service by providing counselling services to discharged patients and
out patients. Add structured Clinical pharmacy rounds with consultants and physicians
for better point of care pharmacy services.

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Miscellaneous
1. Shifa Heart Centre: Shifa Heart Center is busy in providing a wide range of general
and specialized cardiac services, including but not limited to angiography, angioplasty,
stents, intra aortic balloon pump, EECP and Cardiac MR. In fact the scope of our
services encompasses critical areas and conditions and treatments of heart like Heart
Failure, Interventional Cardiology/PCI, CHD/Valve Replacement, Peripheral Vascular
Disease & Peripheral Artery Disease (PVD & PAD), Electrophysiology/Arrhythmias,
Cardiac Imaging and Cardiac Rehabilitation. We are providing EP studies with Cardiac
ablation, Cardiac Resynchronization Therapy and Implantable Cardiac Defibrillator. We
have Cardiac CT (640 slice) that is advance and fast Technology and has made it
possible to record coronary angiogram without placing catheters in the heart and without
the risk associated with conventional coronary angiography. Shifa Heart Center
including cardiology and cardiac surgery is considered one of the best heart health
centers in Pakistan. We are into a fast expansion and improvement plan aimed at
revolutionizing heart health facilities’ culture, some of the initiatives in this regard are
mentioned below.
a) Cardiac MRI Service: We are all set to offer this new and very exciting diagnostic
modality full-fledged. It is currently being worked out and we hope we will be able to
start the service with full strength in 4-6 weeks. Our goal is to establish a full time and
dedicated cardiac MR and cardiac CT set up in next couple of years catering for the
needs of the whole region.
b) National Integrated Anticoagulation Service (NIACS): Anticoagulation is an
important but unregulated and unmonitored therapy in our and most of the developing
countries with sometimes catastrophic results. We are currently working on developing
a comprehensive and integrated anticoagulation service in collaboration with our
Hematology department and National University of Science and Technology (NUST)
and Roche pharmaceuticals. Our aim is to provide an INR monitoring and appropriate
dosage facility to our and other patients at their doorstep. Currently we are testing the
INR testing portable equipment and also developing a software incorporating warfarin
dosing algorithms. We have also arranged to acquire smaller strength warfarin for the
patients. We hope after establishing the authenticity of the hardware and electronic
algorithms, we will start a formal service by mid October, initially at the hospital and
later through our outlets and other facilities throughout the region.
c) Patient Education Program: We are currently working on a project to provide health
education and information for general public in collaboration with NUST. This initiative
is called IMPROVED or Improving Public Perception of Diseases. It will be in the form
of pamphlets, newspaper articles, emails and mobile text. We hope to start it formally in
October or November this year.
d) Heart Failure Service: Chronic heart failure is widely prevalent condition with worst
prognosis than certain cancers if not managed optimally. We intend to start a heart
failure treatment optimization service for such patients in January next year. It will be
supervised by the consultants and run by cardiology fellows and nurse practitioners.
Patients will not only be provided support in the clinic but also through emailing, mobile

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text and telephones. It will be a unique and pioneering service and will help establish
our hospital in providing extensive and comprehensive health provider.
e) Lifestyle Improvement Initiative:
In the New Year we are planning to start an initiative and research study to help
improve cardiovascular risks in general population. We have termed it INCREDIBLE or
Initiative for Cardiovascular Risk Reduction through Dietary, Behavioral, Lifestyle
modifications and Exercise. We will be looking for sponsors for such milestone study. It
will be aimed at mainly younger and middle aged population with multiple cardiac risks
of the capital city and beyond. We will incorporate cardiac rehab program into this
initiative and utilize our cardiac rehab facility as a centre for education and exercise
program, obviously introducing people to our resources. Cardiothoracic Surgery This is
now a firmly established unit, which has completed a decade of its services backed up
with internationally comparable results. Ever since its inception, this unit has stayed
abreast with technological advancements. We were equipped with most modern heart
lung machine, cell saver, high class instruments and IABP from the beginning. We have
a latest ultra modern and highly sophisticated new Heart Lung Machine. We also have
two systems of Beating Heart Surgery i.e. Genzyme and Medtronic in place which is
used in performing procedures on beating heart.
f) Cardiothoracic Surgery: This is now a firmly established unit, which has completed a
decade of its services backed up with internationally comparable results. Ever since its
inception, this unit has stayed abreast with technological advancements. We were
equipped with most modern heart lung machine, cell saver, high class instruments and
IABP from the beginning. We have a latest ultra modern and highly sophisticated new
Heart Lung Machine. We also have two systems of Beating Heart Surgery i.e. Genzyme
and Medtronic in place which is used in performing procedures on beating heart.
Neuro-care at Shifa:“Our neurologists are highly qualified and trained in different subspecialties. Electroencephalography, nerve conduction studies and electromyography
and evoked potential studies are carried out on the latest digital EEG and EMG
machines. The addition of a 640 slice CT scanner and an open MRI to the existing CT
and MRI machines has further enhanced our diagnostic capabilities in Neurology. The
neurology section is providing cartoid artery stenting in collaboration with
interventional cardiologists and interventional radiologist”.
g) Orthopedics: Orthopedic is a field of surgery in which meticulous care to detail
especially with aseptic conditions is absolutely essential The equipment used in surgery
has to be of possible highest standards as well the availability of taking X-rays on the
specialized orthopedic table with image intensifier and power instruments are some state
of- the-art facilities that are available to Orthopaedics at Shifa. The department is staffed
with highly qualified US & UK trained surgeons with special interest in trauma and
joint replacement surgeries as well as paediatrics and spinal surgeries. This section

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manages patients with musculoskeletal conditions such as bone and Joint injuries and
degenerative joint diseases etc. It provides 24/7 trauma service to the Hospitals.
Excellent results have been achieved in hip and knee joint replacement surgeries. Major
procedures offered include management of fractures and dislocation, joint replacement,
management of upper/ lower limb injuries, arthroscopy, arthrocentesis, muscle biopsy
and management/correction of limb deformities. We have the honor of successfully
performing the first ASI hip replacement surgery in Pakistan.
Our Lead surgeon Dr Mir Amanullah Khan was assisted by Consultant Orthopedic
Surgeon Colleague Dr. Sajjad Hassan Orakzai. Pioneering orthopedic surgeon Dr Erik
De Witte from the General City Hospital (ASZ) in Aalst, Belgium, has specialized in
these procedures. Since 2004, Dr De Witte, who retired on December 31, 2011 has
performed the anterior supine intramuscular (ASI) approach in 3,500 hip replacements.
Dr. Mir Amanullah Khan, Consultant orthopaedic surgeon at SIH, specializes in this
approach for Total Hip Replacement surgery. He has been personally trained by Dr. De
Witte in the intricacies of this procedure. Dr Khan has performed multiple combine
procedures with Dr DeWitte, both in Belgium and UK. Unlike traditional minimally
invasive hip replacement techniques, the ASI technique uses an incision at the front of
the hip instead of the side or back of the hip.
This modified incision placement allows surgeons to directly approach the hip joint by
going between the muscles that surround the hip joint, rather than cutting them.
Traditional approaches would require cutting the muscles and/or tendons that surround
the hip. The ASI minimally invasive hip replacement procedure is designed to reduce
the trauma to the tissues surrounding the hip joint. By preserving the muscles and
tendons, surgeons may enable their patients to walk the day of surgery, to experience
less postoperative pain, and to return to daily activities more quickly. The potential
benefits of this technique include shorter hospital stays ( 2-3 days instead of 5-7), earlier
mobilization ( same day walking), fast recovery, lesser blood loss, lesser pain and
smaller incision (4-5 cm compared to 12-14cm with traditional incisions).
h) Transplant & Urology: The treatment options provided by the section of Urology
range from simple urinary tract infections, stones, prostate, diseases, infertility, and
impotence to major urological cancer surgeries for kidney, bladder and prostate. All
sorts of endourological procedures and re-constructive surgeries are done as well. The
provision of renal transplantation has made this a comprehensive unit with
internationally comparable results. Lithotriptor is available and helpful for patient with
stones in kidney & urinary tract stones.

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i) Ophthalmology: Ophthalmology at Shifa has become a state-of-the-art tertiary referral
center for various types of eye diseases. It is equipped with all the latest equipment for
diagnosis and treatment of eye aliments. The section does corneal transplant surgeries
besides phacoemulsification, refractive surgeries, glaucoma management, vitreoretinal
surgeries, pediatric ophthalmology & diabetic eye care etc.
j) Plastic Surgery: Plastic Surgery Clinic was established in 2009 with 2 fulltime
consultants and one part-time consultant, who soon after joined Shifa as fulltime
consultant. From 150 major cases a year in 2009, we have become a busy clinic with
600 major cases a year now (in 2011). Plastic surgeries are tertiary referred cases and
primarily they include reconstruction (major or minor) and micro vascular free tissue
transfer. Plastic surgery clinic had marked their 100th micro vascular case (free flap) on
June 2012, mostly referred by Ear, Nose, Throat (head & neck reconstruction post
cancer), Orthopaedic and General Surgery (sarcoma & breast cancer). Plastic Surgery
Clinic got its registration with the College of Physicians & Surgeons Pakistan in 2010
and currently enrolled for residents for FCPS in Plastic Surgery. The clinic is looking
forward for performing craniofacial (head or skull plus facial structures) surgery in
future.

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2. Mother and Child Health
a) OBS/ GYNE: The department of Obs/Gyne at Shifa International Hospital is one of the
busiest and sought after departments. Being the only tertiary-care center in the north of
Pakistan, it has become a referral center for the whole region. Obs/ Gyne department
works in close collaboration with the department of Pediatrics, which makes it possible
to save babies as small as 26-weeks old.
The department centers almost all the major sub-specialties of Obs/ Gyne. It is amply
equipped with almost all the main equipment for conventional surgical purposes.
Besides equipment for conventional surgical procedures, we have the whole range of
endoscopic instruments like hysterscopes, laparoscope etc. Laboratory facilities,
Ultrasound, Radiology, and Fluoroscopic of the fallopian tubes, Mammograms,
Antepartum and Intrapartum fetal monitoring are available 24 hours a day and seven
days a week. The provisions of Spinal and Epidural analgesic are also available in the
department round the clock.
b) Pediatrics: Department of Pediatrics has been established since the beginning of Shifa
International Hospital in 1993. The services available are out patient, inpatient, neonatal
intensive care, pediatric intensive care. Department of Pediatrics has 73 beds, which
includes 32 neonatal intensive care beds; there are about 3000 deliveries per year. 20 %
of all the new born would need level-II or level- III care during their stay in the hospital.
The pediatric Outpatient has turnover of more than 35,000 patients per year. The facility
is considered to be the state of art in the region catering large area of northern Punjab,
KPK, and AJK as well as neighboring Afghanistan. Department of Pediatrics have nine
faculty members, all have post graduate degrees from USA, UK or Pakistan. The subspecialty services are offered in the disciplines of pediatrics gastroenterology and liver
transplant, pediatric nephrology, urology, and renal transplant, pediatric
hematology/oncology and bone marrow transplant. Two surgeons are on board that
provide pediatrics and neonatal surgery, cardiac thoracic surgery. Department of
Pediatrics has 19 postgraduates’ trainees and 6 house officers. Department provides
primary care facility that includes routine check-up for the new born, vaccination,
developmental assessment and treatment of common childhood illnesses Pediatrics
emergency services provide 24 hours coverage via Emergency Department. Department
of pediatrics is likely to have more beds in neonatal and pediatric intensive care units in
near future., pediatric liver transplant service is expected to expand as people would
come to know about this relatively new specialty in Pakistan.
c) Pediatric Surgery: The section deals with the surgical treatment of children and
newborn babies. It includes the surgery for all types of congenital and acquired diseases
up to 12 years. Major procedures being performed include operations for complete anorectal, congenital defects of gastrointestinal tract and hernia repair, correction of
undescended testes, hypospadias repair, cleft lip repair, all types of abdominal surgeries
and correction of congenital birth defects.

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
3) Shifa Center of Liver Pancreas and Biliary Sciences (LPBS): We are
rightly proud of our success in the last quarter of the previous year in very critical area
of Liver Transplant. We are the only hospital in Pakistan to have carried out successful
liver transplant. We started this journey in May 2012 and have done many Hepatobiliary
& Liver Transplants so far. One of our objectives is to set up a Center of Excellence for
Liver Diseases in Children. We are in the process of equipping our facility with the
service-specific technology and developing infrastructure to cope with the increasing
demand for Liver Transplant that has virtually deluged us.
Simultaneously we are in the process of hiring highest quality human resource in all
areas and from paramedical staff to medical professionals like dedicated liver
intensitivist, anesthesiologist, pediatric gastroenterologists and more surgeons.
a) Gastroenterology: This is perhaps the busiest section of the department of medicine. It
is equipped with the latest video equipment like Gastroscopes, Colonoscopes and
Duodenoscopes. We are pursuing to become an academic centre of excellence in
Hepatopancreatobiliary diseases.
The division is actively pursuing expansion of the services and also involved in the
extensive research activities.

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b) Critical Care & Pulmonary Medicine: Critical Care & Pulmonary Medicine has taken
a new dimension at Shifa. In keeping with the International trends and concepts of
“Closed ICU”, the patients are managed by the consultants trained in Critical Care and
Pulmonary Medicine. The foreign trained and certified consultants are providing a
variety of services to patients presenting with a variety of pulmonary problems.
Bronchoscopy suite is equipped with two fiber optic Olympus Bronchoscopes. Other
state of the art equipment includes new Raphael Silver Ventilators, Pulmonary Function
Lab Vitalograph and BEARS Noninvasive Ventilator. We rightly take pride in the fact
that after the expansion of our Critical Care Unit that is underway, we shall be offering
100 plus critical care beds which would be the largest number in a single hospital in
Pakistan.
c) Nephrology: Nephrology at Shifa is one of the key clinics of tertiary level care.
Nephrology deals with the care of people having kidney disease of various stages, salt
water and other electrolyte disorders and various types of therapies like dialysis and
kidney transplant. Over a period of 20 years, Nephrology has grown up from a team of
just two nephrologists to a team of three Nephrologists and eight FCPS trainee Fellows.
Our fellows will start graduating from 2013.
Dialysis at our unit was started soon after the start of the hospital. Our dialysis unit has
grown up from just couple of machines to six machines about eleven year ago, and now
we have 33 machines. The dialysis unit is open 24/7, even on the holidays.
The number of the dialysis has increased from couple of hundred patients per month to
2000 per month. Our dialysis staffs are quite competent and hard working and eager to
come up to the expectations of the patients. We have started CRRT treatments for
critically ill patients. We also perform kidney biopsies and dialysis access of all kinds is
made at our hospital period. We have an active living related kidney transplant program.
Our next few years we would like to initiate peritoneal dialysis program. We would like
to have a custom made dialysis unit with 50 stations and build a chain of satellite
dialysis units in various parts of the country where our trained fellows can facilitate
patients near to their homes and start their career in Nephrology.
d) Allergy/ Clinical Immunology: The section of Allergy/Clinical Immunology caters to a
wider number of allergies related afflictions including bronchial asthma, allergic
rhinitis, allergic conjunctivitis, skin rashes/itching, allergic contact dermatitis, atopic
eczema, allergic drug reactions, food allergies, pollen allergies and recurrent infections.
The section led by an experienced board certified consultant, also conducts allergy skin
tests with various techniques. Allergy vaccination injections (immunoa therapy) are also
available. The Allergy clinic also deals with life threatening anaphylatic disorders and
insect sting allergies, and also offers environmental control methods
e) Endocrinology: Diabetes and its complications constitute a major segment of our
patients coming to Endocrinology. At Shifa our Endocrinology department is busy in
taking care of these and other endocrine patients. Teaching of insulin use, diabetic diet,

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diabetic foot care and prevention of the complications of diabetes are the areas where we
are making a difference in the life of these patients.
f) Psychiatry: The department of Psychiatry is recognized for its expertise in the
provision of clinical, academic and therapeutic services to adults and old age people in
the behavioral and psychiatric disorders. The department also offers personal
psychotherapeutic care for individuals, couples and families with emotional and
psychological distress.
The department also offers long-term care to address drug addictions and related
psychiatric disorders. The multidisciplinary team includes consultants with training
from prestigious international institutions.
g) Dermatology: Dermatology at Shifa provides best facilities for the diagnosis and
treatment of skin, hair, and nail diseases. Electrocautery, cryotherapy and surgical
procedures to remove moles, cysts and warts are some of the services being offered
here.
h) Nutrition Clinic: Nutrition is a scientifically rigorous discipline that focuses on the
impact of food habits on health and disease management. Globally, nutrition is
considered to be an integral part of the medical care of all patients. Nutritional therapy
leads to a nutritional prescription, which may include an oral diet plan, anteral and
parenteral nutrition for the caring of hospitalized and home patients. Latest dietary
delivery techniques are used to administer nutrients both safely and effectively. Clinical
services provided by the nutrition team includes; outpatient and inpatient consultation,
home nutritional support educational programs for patients, clinicians and professionals.
Additionally, our department offers special programs related to weight management,
hyperlipidemia, diabetes, eating disorders and hypertension treatment.
The program offered by the Nutrition Clinic is supported by the latest computer-based
assessment that ascertains the exact amount of fat, lean body mass, water content and
basal metabolism of the individuals, which can lead to very precise diagnosis and
treatment. Every nutritional plan is tailored to the specific need of individual patients.
i) Anesthesiology and pain medicine: Anesthesiology department is providing state-ofthe-art care for all types of surgical procedures, including but not limited to, adult
cardiothoracic, congenital cardiac, neurosurgical, major vascular, transplant, general
surgical, urological and Ob/Gyne surgeries. They are also providing anesthetic care to
MRI, CT and ultrasound guided procedures etc. The department also provides additional
anesthesia services like pre-anesthesia evaluation, epidural anesthesia, patient controlled
analgesia, acute pain management and chronic pain management. Our anesthesiologists
are highly qualified professionals who have been exclusively trained in US, UK and
Pakistan. Our anesthesiology program is fully recognized for PG training by College of
Physicians & Surgeons of Pakistan. The department has nine stateof- the-art Operation
Theaters, which are equipped with the most modern and latest instruments and
equipments. Excellent infection control is the hall mark of our operation theaters. Our
Pain Management clinics cover prevention, treatment and alleviation of chronic and
acute pain like cervical and lumbar radiculopathies, arthritis etc. We have modern
modalities and highly trained therapists are available for managing pain. Patients of
Cervical spondylosis, lumbar spondylosis etc. can get benefit from this service. Our pain
management team includes medical practitioners, clinical psychologists,
physiotherapists, occupational therapists, and nurse practitioners. We are the only
private hospital in the Capital City offering Pain Medicine facility.