ON-JOB-TRAINING EXPERIENCE REPORT

STUDENT NAME: DIGAMBAR D. LOHAKARE

ORGANIZATION NAME: AAYUSH MULTISPECIALTY HOSPITAL

DEPARTMENT/DEVISION: ADMINISTRATION

DURATION OF THE TRAINING: 1ST MARCH 2025 TO 15TH APRIL 2025

DATE OF SUBMISSION: 12TH JUNE 2025

UNDER THE GUIDANCE OF

PROF. MRUTHULA M. NAIR

KLE SOCIETY’S

COLLEGE OF COMMERCE AND SCIENCE

2025-26
 OJT Undertaking

1. Student Name: Digambar Dattatrey Lohakare

2. Current Address: 203 Shree Kunj Chs Sector 14 Near Amit Tailors Kamothe Panvel 410209

3. Residence Address: Same As Above

4. Email Id: digambarlohakare10501@[Link]

5. Mobile No. +91 82864 15940

6. Aadhar: 6606 3360 1281

7. Pan: BAUPL4475R

8. Overall GPA: NA

9. Mode Of Internship: In Person Internship

I Confirm That I Agree With the Terms, Conditions, and Requirements of the OJT Policy
Student Signature:
Date:

I Confirm That the Student Has Attended the OJT Orientation, And He/she Has Met All Paperwork and
Process Requirements to participate in the OJT Programme and Has Received Approval from His/her
Mentor.
Sign of Head of the Department/ Department Coordinator/Mentor:
Date_______________
 RESUME

DIGAMBAR DATTATREY LOHAKARE

Panvel City, Maharashtra, India | +91 82864 15940 | digambarlohakare10501@[Link]

CURRENT OBJECTIVE

Motivated and detail-oriented [Link] student specializing in Business Management with hands-on
experience in sales, client servicing, and administrative operations. Actively seeking an opportunity in
Administration and Operations to apply academic knowledge.

EDUCATION

Master of Commerce ([Link])

KLE Society’s Science and Commerce College, University of Mumbai
July 2024 – Present
Major: Business Management | Relevant: Organizational Behaviour, Research Methodology

Bachelor of Management Studies (B.M.S.)

Changu Kana Thakur Institute, Mumbai University
CGPA: 8.20 | Graduated 2020-21
Focus: Marketing & Strategic Management | Relevant: Business Communication, Marketing Management

12th – Commerce Stream

Bharati Vidyapeeth Prashala & Jr. College | 2018 | 84.46%

10th – Secondary Education

Sushma Patil Vidyalaya | 2016 | 78.80%

PROFESSIONAL EXPERIENCE

Business Development Executive – Sales

Anahad Pharma Pvt. [Link]
Nov 2022 – May 2024

 Promoted Instamed app to pharmacies, enabling 20% consumer discounts and increased adoption.
 Maintained B2B relationships and trained pharmacy staff on app features.
 Drove user engagement by providing ongoing app support.
Junior Relationship Officer – Sales
Axis Bank Ltd. Nerul, Navi Mumbai
Aug 2021 – Aug 2022

 Promoted financial products and achieved 150% average monthly productivity.

 Handled client on boarding and provided after-sales assistance.
 Built lasting client relationships, contributing to business growth.

TECHNICAL SKILLS

 Basic Logistics & Supply Chain Concepts

 Data Management | CRM Software
 Microsoft Office | Email Handling
 Research & Business Analysis
 Basic Accounting

CERTIFICATIONS & ACHIEVEMENTS

 Logistics Documentation Executive Course - JNPA CIDCO Allcargo Skill Development Center
 Warehouse Associate Course under PCI India Project Hunar
 Course on Computer Concepts (CCC) NIELIT
 NCC 'C' Certificate 3 Mah Battalion Army Unit
 Participant – SEBI National Financial Literacy Quiz 2025
 Volunteer – ISRO Space Exhibition
 State-Level Public Speaking (Speech Competition)

ADDITIONAL INFORMATION

 Languages: Marathi, Hindi, English

 Date of Birth: 18th February 2000
 Gender : Male

“I hereby declare that all the information provided in this resume is true and correct to the best of my
knowledge and belief”.
 Student Feedback of OJT

Student Name: Digambar Dattatrey Lohakare

OJT is: Unpaid

Organization: Aayush Multispecialty Hospital

OJT Address: Plot No. 112, Sector 30, Behind Canara Bank, Kharghar Navi Mumbai 410 209.

Faculty Coordinator: Mrs. Mruthula M. Nair

Department: Commerce

Dates of OJT: 1st March 2025 to 15th April 2025

Give an overview of your OJT work:

Was your internship experience related to your major area of study?

● Yes, to a large degree

● Yes, to a slight degree

● No, not related at all

Answer: Yes, to a large degree

Indicate the degree to which you agree or disagree with the following statements.

1. Given me the opportunity to explore a career field

 Strongly Agree
 Agree
 No opinion
 Disagree
 Strongly Disagree

Feedback: Agree
 2. Allowed me to apply classroom theory to practice
 Strongly Agree
 Agree
 No opinion
 Disagree
 Strongly Disagree

Feedback: Strongly Agree

3. Helped me develop my decision-making and problem-solving skills

 Strongly Agree
 Agree
 No opinion
 Disagree
 Strongly Disagree

Feedback: Agree

4. Expanded my knowledge about the work world before permanent employment

 Strongly Agree
 Agree
 No opinion
 Disagree
 Strongly Disagree

Feedback: Agree

5. Helped me develop my written and oral communication skills

 Strongly Agree
 Agree
 No opinion
 Disagree
 Strongly Disagree

Feedback: Strongly Agree

6. Provided a chance to use leadership skills (influence others, develop ideas with others,
stimulate decision-making and action)
 Strongly Agree
 Agree
 No opinion
 Disagree
 Strongly Disagree

Feedback: Strongly Agree

 K L E Society’s अत्तदीपभव

SCIENCE AND COMMERCE COLLEGE

NAAC Accredited B+, AICTE Approved, DTE Code 03633
(Affiliated University of Mumbai & MSBSHSE, Mumbai Division J-17.01.040)

PROFORMA FOR EVALUATION OF OJT BY INSTITUTE

1. Name of Student: Digambar Dattatrey Lohakare

2. Mob. No. +91 82864 15940
3. Roll No. 2
4. Branch/Semester: [Link]- Semester-II (Business Management)
5. Period of Training: 1st March to 15th April
6. Address of Training Site/organization: Aayush Multispecialty Hospital, Kharghar Panvel 410210.
7. Type of Work: Administration
8. Date of Evaluation: 12th June 2025

Please rate the following:

Sr. No. Particular Marks

1 Weekly Reporting (out of 15)
2 Written Report (out of 20)
3 Viva-Voce /Presentation (out of 15)
Total (out of 50)

Additional Remarks (if any):

Signature of Faculty Mentor

Contents - Internship Project Report

1. Introduction
• 1.1 Background of the Study
• 1.2 Rationale of the Study
• 1.3 Need for the Internship
• 1.4 Objectives of the Internship
• 1.5 Methodology
• 1.6 Scope of the Study

2. Organization Profile
• 2.1 Introduction to the Organization
• 2.2 Vision, Mission, and Core Values
• 2.3 Services and Departments
• 2.4 Infrastructure and Facilities
• 2.5 Organizational Hierarchy
• 2.6 Role of the Reception Department

3. Reception Department & Job Description

• 3.1 Overview of Reception Department
• 3.2 Layout and Daily Operations
• 3.3 Roles & Responsibilities of Intern
• 3.4 Daily Workflow Overview
• 3.5 Skills Applied and Developed
• 3.6 Observations

4. Tasks Performed
• 4.1 Week-by-Week Summary (Weeks 1–7)
• 4.2 Summary Table of Task Categories

5. Learning Outcomes
• 5.1 Key Learnings
• 5.2 Soft Skills Development
• 5.3 Summary of Learning

6. Challenges Faced
• 6.1 Multitasking Pressure
• 6.2 Communication Barriers
• 6.3 Emotional Situations
• 6.4 Technical/Software Issues
• 6.5 Staffing Issues
 6.6 Personal Stress Management
 6.7 Summary Table of Challenges & Solutions

7. Suggestions & Recommendations

 7.1 Suggestions for Reception Department
 7.2 Organization-Wide Suggestions
 7.3 Summary Table

8. Conclusion & Self-Reflection

 8.1 Final Summary of the Internship
 8.2 Personal Growth Reflection
 8.3 Acknowledgements
 8.4 Final Thoughts

9. Appendices
 Appendix 1: Offer Letter
 Appendix 2: Internship Certificate
 Appendix 3: Weekly Progress Sheet (with Supervisor Remarks)
CHAPTER 1: INTRODUCTION

1.1 Overview
Internships serve as a bridge between academic learning and practical application. In
today’s fast-evolving business and service environments, academic knowledge alone is no
longer sufficient. Real-world exposure has become a vital component in shaping
professionals who can adapt, communicate, and perform efficiently in a dynamic work
environment.

The healthcare sector, being one of the most critical service industries, demands not just
technical competence but also administrative excellence. Hospital management is a
comprehensive ecosystem in itself, and one of its key departments is the reception or front
desk, which functions as the nerve center of communication and coordination.

The reception area is where patients make their first contact with the hospital. From
appointment bookings and billing to handling inquiries and discharges, the front desk plays
a pivotal role in ensuring smooth operations. It requires patience, promptness, accuracy,
and excellent interpersonal skills. Thus, understanding the role and operations of the front
office in a hospital becomes an insightful learning experience for management students.

This internship project is a reflective documentation of my 30-day training period at Aayush

Multispeciality Hospital, Kharghar, with specific involvement in the Reception Department.

1.2 Purpose
The importance of studying administrative procedures in a hospital setup may seem
unconventional for a commerce student. However, management is a cross-functional
discipline, and administrative skills are needed in every service domain. In a hospital
environment, time-sensitive decision-making, process coordination, resource allocation,
and financial documentation are crucial functions — all rooted in business management
principles.

The internship in the reception department allowed me to witness how management

theories are applied in real-time service operations, how front office professionals handle
stress, how record-keeping is integrated with billing software, and how communication
influences patient satisfaction.
1.3 Need for the Internship
With Mumbai University aligning its curriculum with the National Education Policy (NEP)
2020, experiential learning has gained a prominent position in postgraduate programs. The
mandatory On-the-Job Training (OJT) initiative is aimed at developing student capabilities
through exposure to the working environment.

The need for this internship stems from the requirement to bridge the knowledge-practice
gap. It allows students to:
- Apply management concepts in real-life situations
- Understand the behavioral dynamics of employees and customers
- Learn operational challenges that organizations face
- Enhance soft skills like communication, leadership, and teamwork
- Prepare for future roles with greater confidence and competence

1.4 Objectives of the Internship

The core objectives of my internship at Aayush Multispeciality Hospital were as follows:
1. To understand the functions and responsibilities of the hospital reception.
2. To gain knowledge of appointment scheduling, admission, and discharge processes.
3. To learn about billing systems for OPD/IPD patients and how financial records are
managed.
4. To observe and analyze workflow coordination among different departments.
5. To enhance communication and customer service skills in a professional setting.
6. To identify the challenges faced by the front desk and how they are handled.
7. To develop suggestions for improving work efficiency and patient experience.
1.5 Work Approach and Process
This project follows a qualitative and experiential approach. Data was collected through:
- Daily observation of front desk activities
- Participation in tasks under supervision
- Informal interviews with staff members
- Review of hospital documents, forms, and SOPs
- Personal reflections maintained in a daily work diary

1.6 Extent of Work Undertaken

The scope of this report is limited to the reception department of Aayush Multispeciality
Hospital and focuses on administrative, billing, and patient coordination aspects. The study
does not cover clinical operations or other departments like pharmacy, radiology, or
surgery, except when they interacted with the reception team.

However, since the front office interacts with all departments, the internship offered
valuable cross-departmental insights into how hospital services are integrated and
coordinated for better patient care.
CHAPTER 2: ORGANIZATION PROFILE

2.1 Introduction to the Organization

Aayush Multispeciality Hospital is a well-established healthcare facility located in Kharghar,
Navi Mumbai. The hospital was founded with the aim of delivering high-quality medical
care in a professional and compassionate manner. Over the years, it has earned a strong
reputation for its patient-centric approach, efficient service delivery, and ethical medical
practices.

The hospital caters to both OPD (Outpatient Department) and IPD (Inpatient Department)
services and is known for its excellence in orthopedic treatment, General Medicine,
Pediatrics, Gynecology, Physiotherapy, and more. The hospital operates 24x7 and houses an
experienced team of doctors, nurses, paramedical staff, and administrative professionals.

2.2 Vision, Mission, and Core Values

Vision:
To become a trusted and leading healthcare institution recognized for delivering
compassionate, affordable, and quality medical services.

Mission:
- To offer comprehensive medical care with a focus on patient safety, comfort, and dignity.
- To continually enhance operational efficiency and medical outcomes through updated
practices and technology.
- To promote health awareness and education in the community.

Core Values:
- Empathy: Treating patients with compassion and respect.
- Integrity: Upholding ethical medical practices.
- Accountability: Taking responsibility for actions and outcomes.
- Excellence: Striving for continuous improvement and innovation.
- Teamwork: Collaborating across departments for seamless care.
2.3 Hospital Services and Departments
OPD Services:

Aayush Hospital offers outpatient consultations across various specialties. Patients can walk
in or pre-book appointments with doctors.

IPD Services:
The hospital has well-maintained general wards and private rooms. It manages pre-
operative and post-operative care, admissions, and discharges.

Emergency & Trauma Care:

A dedicated emergency unit is available 24/7 with basic trauma support, urgent medication,
and admission processing.

Diagnostics & Laboratory:

Equipped with X-ray, ECG, pathology lab, and blood testing facilities for in-house patient
support.

Pharmacy:
An on-site pharmacy operates for dispensing prescribed medications.

Reception Department:
Handles patient inquiries, appointments, OPD/IPD billing, and coordination.
2.4 Infrastructure and Facilities
- 50+ inpatient beds
- General and private wards
- 2 modular operation theaters
- Fully equipped diagnostic labs
- 24x7 electricity and backup systems
- Pharmacy and emergency services
- Waiting lounge for attendants
- Cafeteria and sanitation services
- CCTV security and digital data records

The hospital follows structured SOPs in every department to ensure efficiency and
accountability.

2.5 Organizational Hierarchy

The hospital operates under a clearly defined hierarchy:
- Director
- Medical Superintendent
- Administrative Head
- Departmental Heads (OPD, IPD, Billing, Reception)
- Supervisors and Assistants
- Support Staff (Nurses, ward boys, housekeeping, security)

The Reception Department is supervised by Miss Nasreen Khatoon and falls under the
Administration Division.

2.6 Role of the Reception Department

The Reception Department acts as the face of the hospital. It is responsible for:
- Welcoming patients and their relatives
- Providing accurate information about departments, doctors, and services
- Handling appointment scheduling
- Registering new patients in the system
- Coordinating admissions and discharges
- Managing OPD/IPD billing
- Maintaining patient logs and registers
- Answering emergency calls
- Ensuring professional communication at all times

It is a high-pressure environment that requires multi-tasking, patience, and excellent

interpersonal skills.
CHAPTER 3: DEPARTMENT DETAILS & JOB DESCRIPTION

3.1 Overview of the Reception Department

The Reception Department of a hospital is not merely a welcome desk—it is a critical nerve
center that bridges communication between patients, doctors, and hospital administration.
At Aayush Multispeciality Hospital, the reception area is the first point of contact for all
patients, relatives, and visitors. It is strategically placed near the entrance and remains
operational throughout the day to handle patient inflow efficiently.

Receptionists serve a dual role: providing assistance to patients while ensuring that hospital
records, appointments, and billing operations are accurately maintained. The department is
supervised by Miss Nasreen Khatoon, who ensures the front desk runs smoothly and that all
interactions are handled with professionalism, empathy, and speed.

3.2 Layout and Operations of the Front Desk

The reception area is divided into multiple counters:
- General Inquiry & Appointments Counter
- OPD Billing Counter
- Admission & Discharge Desk
- Emergency Help Counter (during peak hours)

Each counter is equipped with a computer, phone, printer, stationery, and access to the
Hospital Management Software (HMS). The space is designed to handle both digital and
manual operations to maintain continuity even in case of system downtimes.

The team typically includes:

- 1 Supervisor
- 2 Reception Executives
- 1 Cashier
- 1 Support Executive (Part-time)
3.3 Roles and Responsibilities of the Intern
As an intern at the Reception Department, my responsibilities were diverse and structured
in phases—from shadowing senior staff to independently handling tasks under supervision.
My key responsibilities included:

A. Patient Registration
- Entering patient details (new and returning)
- Allotting registration numbers and patient files
- Explaining forms and procedures to patients

B. Appointment Scheduling
- Booking and rescheduling appointments for OPD
- Calling patients to confirm/reschedule
- Managing time slots for doctors

C. Billing Operations
- Generating bills for OPD and IPD patients
- Ensuring correct service codes and department charges
- Accepting payments via cash, card, and UPI
- Issuing receipts and updating software records

D. Admission & Discharge Coordination

- Preparing admission slips for patients
- Notifying departments and arranging ward allocations
- Coordinating discharge with billing and doctor’s sign-off
- Printing and explaining final bill to patients/relatives

E. Maintaining Registers
- Daily OPD and IPD entry logs
- Cash collection register
- Medicine replacement log (for pharmacy-related issues)
- Expense logbook (advance, petty cash disbursement)

F. Customer handling and Communication

- Handling queries from walk-in and phone callers
- Dealing with emergencies and agitated relatives
- Coordinating between departments (pharmacy, wards, lab, billing)

G. Other Duties
- Ensuring cleanliness and orderly flow of patients
- Replenishing printed forms, files, and patient kits
- Supporting front desk during night shifts occasionally
- Keeping count of admitted/discharged patients daily
3.4 Daily Workflow Overview

Time Activity
9:00 AM Check software dashboard and OPD schedule
9:15 AM Begin registrations and token allocation
10:00 AM Peak hours: Billing, calls, coordination
1:00 PM – 1:00 PM Lunch break
1:30 PM – 4:00 PM Patient discharges, admissions, reporting
4:00 PM – 6:00 PM File update, cash register closing
6:00 PM – 9:00 PM Evening OPD

3.5 Skills Applied and Developed

Through consistent exposure and hands-on involvement, I applied and enhanced several
practical and soft skills:
- Communication Skills: Improved spoken and written communication with patients and
staff.
- Multitasking: Managing simultaneous tasks such as billing, answering calls, and updating
registers.
- Time Management: Ensuring that appointments and billing were conducted on time.
- Technical Literacy: Gained working knowledge of hospital software and billing modules.
- Emotional Intelligence: Dealing with patients in pain or distress with sensitivity and
patience.
3.6 Observations
- Reception staff often act as unofficial counselors for patients and relatives.
- The workload increases significantly during emergencies and weekends.
- Clarity in communication can prevent confusion and reduce patient frustration.
- Interns play a valuable support role, allowing staff to manage peak times more efficiently.
CHAPTER 4: TASKS PERFORMED

4.1 Overview
During my internship at Aayush Multispeciality Hospital, I had the opportunity to perform a
wide range of duties under the guidance of my supervisor, Miss Nasreen Khatoon. The
responsibilities were distributed across seven weeks, allowing me to gradually transition
from observing to actively participating in front desk operations.

4.2 Week-by-Week Task Report

Week 1: Orientation and Observation

Hours Worked: 15 hours

Tasks:

- Attended briefing on hospital SOPs and reception layout

- Observed patient registration and OPD scheduling process

- Learned basics of the hospital billing software interface

- Sat with receptionist to observe live interactions with patients

- Noted down common inquiries and ways to respond

Learning Highlights:

- Understood the layout and function of reception counters

- Gained familiarity with medical terminology and patient flow

- Realized the importance of empathy in patient communication

Week 2: Guided Assistance
Hours Worked: 15 hours

Tasks:

- Assisted in booking appointments for OPD patients

- Shadowed cashier to learn manual and software billing

- Started managing the token system for OPD walk-ins

- Learned phone call handling etiquettes and emergency response

Learning Highlights:

- Improved communication with elderly patients

- Learned to multitask under supervision during peak hours

- Became comfortable in using the Caresoft software

Week 3: Hands-On Billing and Patient Handling
Hours Worked: 15 hours

Tasks:

- Independently handled OPD registrations and payments

- Generated receipts for consultation and lab tests

- Helped in coordinating emergency patient admissions

- Recorded daily billing summary for supervisor's verification

Learning Highlights:

- Developed confidence in dealing with impatient relatives

- Understood how to verify details for insurance claims

- Practiced basic cash handling and reconciliation

Week 4: Admission, Discharge & Internal Coordination
Hours Worked: 15 hours

Tasks:

- Prepared files for new IPD admissions

- Updated records for discharge and billing status

- Maintained pharmacy replacement log and medicine slips

- Coordinated with nursing station and lab for patient requests

Learning Highlights:

- Realized the need for precision in file management

- Became familiar with discharge summary and billing sheet layout

- Learned how to deal with post-operative patient queries

Week 5: Multitasking and Emergency Management
Hours Worked: 15 hours

Tasks:

- Took responsibility for both appointment desk and phone lines

- Supported during emergency walk-in cases at night

- Managed billing while maintaining the OPD log and expense register

- Received appreciation from a supervisor for quick coordination

Learning Highlights:

- Sharpened multitasking skills under pressure

- Handled real-time documentation while managing a patient in distress

- Learned the value of teamwork with support staff

Week 6: Records, Expense Tracking & Closing Procedures
Hours Worked: 15 hours

Tasks:

- Monitored cash collection register and counted closing balance

- Cross-checked daily patient log and billing record

- Recorded all pharmacy replacement slips

- Printed documents and prepared files for next day’s appointments

Learning Highlights:

- Improved numerical accuracy through financial recording

- Developed organizational skills for daily documentation

- Became more independent in handling responsibilities

Week 7: Review and Completion
Hours Worked: 9 hours (3 working days)

Tasks:

- Reviewed all work done throughout the internship

- Prepared feedback report with supervisor’s help

- Organized final file handover and updated register logs

- Interacted with patients to gather feedback on reception services

Learning Highlights:

- Understood the cumulative importance of every single task

- Felt confident about applying all that was learned into a real job

- Received positive feedback from both supervisor and patients

4.3 Task Categories Summary
Task Type Examples Performed
Patient Interaction Registration, inquiries, emergency
handling
Billing & Payment OPD/IPD billing, software entry, cash
reconciliation
Records Management OPD/IPD logs, replacement slips, expense
registers
Administrative Support Appointment scheduling, discharge
summaries, follow-ups
Communication Phone calls, internal coordination, patient
explanation
CHAPTER 5: LEARNING OUTCOMES

5.1 Introduction
Internships are a vital part of professional development. My on-the-job training at Aayush
Multispecialty Hospital, Kharghar, offered a unique opportunity to gain firsthand experience
of administrative and interpersonal skills essential for front desk management in the
healthcare sector.
The internship allowed me to apply classroom concepts to real-life situations, develop
professional behavior, and enhance personal capabilities. The exposure to patient care
operations, reception responsibilities, and hospital administration helped me evolve into a
more competent and confident individual.

5.2 Key Learnings

Effective Communication Skills

- Handle difficult conversations with patience.

- Explain billing and admission processes in simple language.

- Maintain professional tone over the phone and in person.

- Respond empathetically to distressed or frustrated patients.

Time and Task Management

- Prioritize between booking appointments, handling inquiries, and issuing bills.

- Complete tasks efficiently within limited time frames.

- Maintain daily logs and update records simultaneously during high-traffic hours.

Administrative Competence
- Patient registration and file management.

- Using hospital billing software for OPD/IPD transactions.

- Tracking expenses and maintaining a cash register.

- Filing and preparing documents for admissions and discharges.

Technical Skills
- Hospital Management Software - Caresoft.

- Billing and receipt generation modules.

- Handling basic system troubleshooting under guidance.

Professionalism in Behavior
- Dressing appropriately and maintaining grooming standards.

- Maintaining punctuality and following work discipline.

- Being courteous and professional in all interactions.

- Respecting patient confidentiality and hospital protocols.

Teamwork and Coordination

- Collaborate with doctors, nurses, lab technicians, and support staff.

- Communicate across departments to resolve patient concerns.

- Provide updates to supervisors and seek help when needed.

Handling Stress and Pressure

- Attend phone calls, issue bills, and respond to patients simultaneously.

- Manage emotionally intense situations with patients or their relatives.

- Stay composed and maintain service quality under pressure.

5.3 Soft Skills Developed
Skill Level Before Internship Level After Internship
Communication Basic Advanced
Time Management Average Improved
Customer Handling Limited Confident
Technical/Billing No Exposure Functional Knowledge
Problem Solving Theoretical Practical Application
Emotional Intelligence Developing Strengthened

5.4 Summary of Learning

Overall, this internship helped me:
- Apply my academic learning to a professional setting.
- Strengthen my people skills, patience, and problem-solving mindset.
- Get a taste of real-world responsibility and accountability.
- Prepare for future roles in business administration, especially within the service sector.

The hands-on learning has not only added value to my resume but also shaped my
perspective toward career goals and workplace ethics.
CHAPTER 6: CHALLENGES FACED

6.1 Introduction
No learning journey is complete without encountering challenges. During my internship at
Aayush Multispecialty Hospital, Kharghar, I faced several practical difficulties that tested my
patience, adaptability, and problem-solving skills. These challenges, though demanding at
the time, became opportunities for growth and reflection.

This chapter highlights the key challenges I faced during my internship in the Reception
Department, how I responded to them, and the lessons I learned in the process.

6.2 Multitasking Pressure

Challenge: Managing multiple responsibilities during OPD peak hours.

Impact: Stress and confusion when several patients demanded attention simultaneously.

How I Handled It: Prioritized tasks, stayed calm, and asked for support during rush.

Lesson Learned: Effective multitasking requires smart prioritization, not rushing

everything.

6.3 Communication Barriers

Challenge: Language barriers and difficulty in understanding anxious or elderly patients.

Impact: Slower registration and risk of miscommunication.

How I Handled It: Used simple language, confirmed details, and observed senior staff.

Lesson Learned: Listening and adapting communication is as important as speaking clearly.

6.4 Emotional Situations
Challenge: Handling patients in pain and relatives who were anxious or upset.

Impact: Required calm and emotional sensitivity under pressure.

How I Handled It: Showed empathy, listened actively, and escalated when needed.

Lesson Learned: Empathy and emotional control are key to effective healthcare service.

6.5 Software and Technical Errors

Challenge: Billing software lag and glitches during rush hours.

Impact: Delayed services and increased frustration for patients.

How I Handled It: Maintained manual logs temporarily and informed IT support.

Lesson Learned: Always keep a backup plan for tech-dependent systems.

6.6 Limited Staffing

Challenge: Working with insufficient reception staff during busy periods.

Impact: Longer service time and pressure on existing staff.

How I Handled It: Took initiative to help, communicated needs to supervisor.

Lesson Learned: Teamwork and proper resource planning are essential.

6.7 Personal Stress Management
Challenge: Managing fatigue from prolonged hours and mental stress.

Impact: Reduced energy and risk of errors.

How I Handled It: Took breaks, practiced mindfulness, and stayed positive.

Lesson Learned: Self-care is crucial when working in high-stress environments.

6.8 Summary of Challenges and Growth

Challenges Approach Taken Result
Multitasking under Prioritizing tasks, seeking Improved efficiency and
pressure help focus
Communication issues Simplified language, active Better patient interaction
listening
Emotionally difficult cases Empathy and calmness Reduced tension, built trust
Tech-related issues Manual logs, timely Ensured service continuity
reporting
Staff shortage Volunteering, time Gained appreciation and
management experience
Mental fatigue Mindfulness and rest Maintained energy and
mental balance
CHAPTER 7: SUGGESTIONS & RECOMMENDATIONS

7.1 Introduction
During my internship at Aayush Multispeciality Hospital, I had the opportunity to observe
the operational workflow of the reception department in depth. While the staff and system
were quite efficient, there are always areas for improvement. Based on my experiences, this
chapter provides practical and constructive suggestions for improving efficiency, reducing
stress, and enhancing patient satisfaction.

7.2 Suggestions for the Reception Department

Appoint Additional Front Desk Staff

Observation: At times, there were only two people managing the entire reception, including
billing, phone calls, appointments, and admissions.
Recommendation: Appointing at least one more support executive during peak hours will
reduce individual workload, improve service time, and reduce patient waiting.

Implement Token System for Orthopedic OPD

Observation: Unlike other departments, the orthopedic consultations follow a “first-come-
first-serve” system, leading to crowding and confusion.
Recommendation: Introducing a digital or manual token system will bring order, ensure fair
turns, and reduce patient disputes.

Upgrade Software and System Speed

Observation: Billing and patient record entry were delayed due to system lags or technical
issues.
Recommendation: Invest in faster systems or optimize the hospital software to reduce
downtime and increase efficiency during high footfall hours.

Dedicated Appointment Booking Desk

Observation: Appointment calls were managed by the same person handling walk-ins,
leading to missed calls or delayed responses.
Recommendation: Assign one desk specifically for telephonic appointments, especially
during 9:00 AM – 12:00 PM.
Training in Stress Management and Soft Skills
Observation: Some reception staff were overwhelmed during high-pressure situations,
which impacted communication quality.
Recommendation: Conduct monthly training sessions in stress handling, soft skills, and
patient communication. This will boost confidence and overall patient experience.

Better Physical Layout of Reception Area

Observation: During rush hours, the reception area became crowded, creating confusion for
first-time visitors.
Recommendation: Create clearly marked signage for billing, admission, and inquiries. A
small token waiting corner or queue line can reduce chaos and improve patient movement.

Review and Update Registers Regularly

Observation: Manual registers for IPD, OPD, pharmacy replacements, and cash flow
sometimes had inconsistent data.
Recommendation: Conduct a weekly review of all logs and digitize them wherever possible
for transparency and accuracy.
7.3 Organization-Wide Suggestions

Feedback Collection System

Introduce a simple feedback form at the end of OPD/IPD services to understand patient
expectations and improve hospital services.

Emergency Support Rotation

Create a rotation schedule for receptionists so that no single staff member is overburdened
during night shifts or critical care hours.

Better Compensation Based on Roles

Reception staff handle medical, technical, and emotional responsibilities, yet salaries may
not reflect the full scope of their role.
A pay review system based on workload and performance would increase motivation.

7.4 Summary of Suggestions

Area of Improvement Suggested Action
Reception Workload Hire additional staff
Orthopedic Appointments Use token system
Software Performance Upgrade systems
Call Handling Dedicated phone line desk
Staff Well-being Monthly soft skill & stress training
Patient Experience Better signage and layout
Data Accuracy Weekly review and digital logging
Employee Motivation Salary review based on performance
Service Quality Feedback forms for OPD/IPD patients
CHAPTER 8: CONCLUSION & REFLECTIONS

8.1 Conclusion
The internship at Aayush Multispecialty Hospital, Kharghar, has been an enriching and
transformative experience. It offered me the chance to step outside the academic
environment and immerse myself in the real-world functioning of a hospital's Reception
Department. The experience was a practical application of my theoretical knowledge,
helping me bridge the gap between classroom learning and actual workplace demands.

Through my involvement in patient registration, appointment handling, OPD/IPD billing,

and interdepartmental communication, I gained a deeper understanding of the
responsibilities, ethics, and expectations that come with working in the healthcare sector. I
witnessed firsthand how crucial the reception desk is to the hospital's overall functionality,
being the first point of contact and a key communication hub.

This internship helped shape my confidence, improved my technical and communication

skills, and exposed me to new challenges. I have become more responsible, attentive, and
aware of how to act under pressure—all of which are valuable life skills.
8.2 Self-Reflection

A. Growth in Confidence
Initially, I felt nervous about interacting with patients and handling critical data. Over time, I
learned to communicate assertively, manage billing software, and handle inquiries with
ease.

B. Understanding Real-World Challenges

Every day brought unique situations—be it emergencies, anxious patients, or billing errors.
These incidents helped me become more solution-oriented and taught me to stay calm and
efficient.

C. Awareness of Team Effort

Hospitals function through teamwork. I understood the importance of working
collaboratively with doctors, nurses, pharmacists, and other departments to ensure smooth
operations.

D. Value of Patience and Empathy

Dealing with patients and their families, especially during emotionally tense situations,
taught me the value of being patient and empathetic— a crucial lesson for both professional
and personal life.

E. Preparation for Career

This internship affirmed my interest in administrative and people-oriented roles. It gave me
the exposure and clarity needed to plan future career paths in sectors like hospital
administration, healthcare management, or customer-facing service roles.
8.3 Gratitude and Acknowledgement
I would like to express heartfelt gratitude to:
- Aayush Multispecialty Hospital for giving me the opportunity to intern and explore the
hospital's administrative environment.
- My supervisor, Miss Nasreen Khatoon, who guided me patiently and allowed me to learn
by doing.
- My faculty and college for designing this internship structure and encouraging experiential
learning.

8.4 Final Thoughts

This internship has been more than just a learning experience—it has been a journey of
self-discovery. I learned how to manage work, people, and time. I also discovered my
strengths and areas of improvement. It gave me a sense of accomplishment and a new level
of maturity and professionalism that I will carry forward in my future endeavors.

I now feel better equipped to enter the corporate or service world, not only with technical
skills but also with emotional intelligence, resilience, and a service mindset.