Post Graduate Diploma in

Quality Management of Hospital &

Healthcare Organizations

Learner Handbook
 Sections Page No.

1. Program Guide 01

2. Assignment Instructions 05

3. Project Instructions 08

4. Term End Examination 15

5. Contact Session 17

6. Questions for Assignments 19

 Section 1

Program Guide

Program Mission
To train healthcare professionals to plan, develop and implement continuous
quality improvement programs in hospital & healthcare organizations.
Program Objectives
• To impart knowledge of quality standards related to healthcare prescribed
by NABH, JCI guidelines & other accredited bodies.
• To train aspirants to use quality tools and approaches in daily activities
• To encourage aspirants to develop quality culture and professionalism in
hospital & healthcare organizations
Medium of Instruction
The PGDQMHHO program is available in English Medium.
Duration: The program should be completed within one academic year.
Credit System
Symbiosis School for Open and Distance Learning (SSODL) follows credit
System. For obtaining the diploma of Post Graduate Diploma in Quality
management of Hospital & Healthcare Organizations (PGDQMHHO), you
have to successfully complete course work of 32 credits.
1 credit = 30 study hours
4 credits = 50 marks
6 credits = 75 marks
8 credits = 100 marks

Learner Handbook 1
 Sr. Name of Course Credits Continuous Term End Total
No. Assessment Assessment Marks
Quality in 4 15 35 50
101
Healthcare

NABH Standards:
Semester I 102 Patient Centric 4 15 35 50
Approach

NABH Standards:
103 Management 6 20 55 75
Centric Approach
Quality Standards
for Other 6
104 20 55 75
Healthcare
Organizations

Semester II Tools and

Techniques for 8 30 70 100
105
Quality
Improvement

106 Project 4 15 35 50

Mandatory Contact Session - - - Letter

non credit Grade
course

Total 32 115 285 400

Assessments
Learner has to undertake below listed assessments for successful completion
of the program i.e PGDQMHHO.
i. Assignments
ii. Project report
iii. Attendance to contact session (at Pune)
iv. Term end examination (TEE)

Program assessments will serve as key component of learning and help to assess
your progress.

Learner Handbook 2
Important Dates
Semester I
1st set: 1st October
Assignment Submission 2nd set: 1st November
(Semester wise)
Semester II
1st set: 1st February
2nd set: 1st March

Project Synopsis Submission 15th January

th
Project Report Submission 15 April
Admit Card Generation* (Dates will be notified)
Personal Contact Session* April/May (Dates will be notified)
Semester pattern Examination* Semester I
Month of December

Semester II
Month of June

(Dates will be notified)

*Subject to change
Note: For regular updates, please log on to www.ssodl.edu.in.
You are required to score at least 50% marks in both continuous
assessments (assignments, project synopsis) as well as term end assessment
(examination, project report) of each course separately.

Attendance to contact session is also one of the mandatory criteria (except for
international learners).
On completing all the academic assessments successfully i.e. assignments,
synopsis, project report, term end examination and attendance to contact
session you would become eligible for award of Diploma i.e. PGDQMHHO.

Learner Handbook 3
Learners, who do not qualify in any of the mandatory criteria in one academic
year, can take extension in the next academic year. Extension fee is
applicable.
Each assessment criteria is explained further in detail. Kindly read this
handbook carefully.
For academic queries you can write to hcq@ssodl.edu.in. For any other
assistance you can write to distance.edu@ssodl.edu.in.
Legal Jurisdiction
All disputes pertaining to the program, including admission shall fall exclusively
within the jurisdiction of Pune, Maharashtra only.

Learner Handbook 4
 Section 2

Assignment Instructions

As a part of continuous assessment, you have to submit the given set of

assignments for each course. The submission of assignments is compulsory.
The marks that you get in assignments will be counted in your result.
Assignment of a course carries 30% weightage, while 70% weightage is
given to the Term End Examination. Therefore, you are advised to take
assignments sincerely.
If you fail to submit any one of the course assignment in time, you will
not be considered eligible for that respective course examination.
Refer below instructions for assignments:
• You have to submit 2 sets of assignments per semester, which includes
course wise questions. Below are the details of timelines of their
submissions.

Semester Set of Assignment Submission Date

st
1 1st October
I
2nd 1st November
1st 1st February
II
2nd 1st March

• Questions for assignments are given in this handbook in the subsequent

section.
• It is mandatory to write below details in your answer sheet. The first
page of your answer sheet should have all the below duly filled
headings:

Learner Handbook 5
 PRN No.
Name of Learner: Course Name:
Program Name :

• Please keep moderate margin on both the side of word file, so this may
facilitate the evaluatorstto write their comments/marks in the margin.
: Set of Assignment: 1 or 2nd or 3rd
• Refer following guidelines while writing your answers sheets:
Particulars Title/headings Main content / Sub heading
Font size 14 Bold 12 with 1.5 line spacing
Font type Arial/ Calibri Arial/ Calibri

• Write the question and then start your answer below. Each page of the
assignment should be serially numbered.
• Write answer in your own words; do not copy from the course material. Do
not copy from other learners otherwise, it will not be considered for
evaluation. It will affect your result negatively.
• You should submit computerized soft copy of assignments through “Log-in
page on learning management system”, in word/pdf format. Assignments
are to be submitted online through learning management system.
• Before submission of assignments, you should ensure that you have
answered all the questions in all assignments. Incomplete assignments
will make you score fewer marks.
• You should secure at least 50 % marks in each set of assignments course
wise.
• For your own record, retain copy of all assignments, which you upload.
Once you pass in assignment, you cannot resubmit it for improvement of
grade.
• Complete the assignments within the specified timelines mentioned in this
handbook.
• If you fail to submit assignments or you scored less than passing marks in
Learner Handbook 6
assignments, you are not eligible to appear for term end examination.

Learner Handbook 7
 Section 3

Project Instructions

Learning Objectives
• Relate activities carried out in department with reference to the selected
topic
• Apply principles of hospital management for identifying the gaps
• Design a survey / study for the identified gap.
• Develop writing, presentation, communication and analytical skills
• Compute the findings and illustrate the results.
• Summarize & give recommendations.
You are required to undertake project work in any of the below mentioned
healthcare organization:
• Hospital
• Blood bank
• Diagnostic centre
• Medical imaging services
• Allopathic clinic
• Dental clinic
• Tertiary care unit
• AYUSH hospital
• Wellness centre

Learner Handbook 8
Project Synopsis
Synopsis is part of continuous assessment for the course of project report.
Name of Course Credits Synopsis Final Project Report Total
Project Report 4 15 Marks 35 Marks 50 Marks
Project synopsis is brief summary of the major points of your planned project. To
carry out project, you will have to first choose a subject area based on your
interest. You can then finalize a topic after consultation with your guide.
The topic should be limited and focused so that it can be completed within the
time limit with a well-drafted report.
Choosing topic
The indicative list of topics is available at your learning management system.
You are at liberty to choose the topic and place of project work. Your experience,
interest and feasibility will help you in finalizing it. If you desire, guidance in
selection of topic is also available from our faculty through email or telephone.
• Font Type: Arial/ Calibri Size: 12
• Line Spacing Body of the text, List of tables/graphs/charts/bibliography:
1.5 lines
You have to submit synopsis of your project work in soft copy through e-portfolio
before 15th January. The synopsis should consist of 8-10 pages.
Final project report will be rejected if synopsis is not submitted within prescribed
timeline.
Please follow below format for preparing the project synopsis:
• Title of the project
• Introduction
• Aim and objectives
• Review of literature
• Methodology
• References

Learner Handbook 9
• Official requirements if any
These headings are explained further under Guidelines for Project Report.
Guide Details
You will require a guide for carrying out the project.
Please mention below details of guide.
• Name
• Qualification
• Designation
• Contact details
Who can be the Guide?
The eligibility criteria for a project guide is as follows:
• M.Phil / Ph.D. or
• Master Degree in Health Sciences with minimum two years’ experience
You have to establish contact on his/her own with a local hospital/nursing home/
pharma / healthcare organization for guide and project work. Establishing such
contact with local healthcare organizations will be your sole responsibility.
Note: You should follow the format of synopsis in a systematic way. You will start
to work on the project only after the approval of the synopsis.
Guidelines for project report
Final project report is to be submitted as typewritten & black hard bound with
golden embossing in person or via courier or post. Last date of submission is 15th
April.
Project report should closely follow the standards and general format outlined
below.
a. Guiding principle
The purpose of the project is to give learners the opportunity to carry out an in-
depth study of an applied nature, synthesizing various elements, yet pursuing
one area of interest in depth. Your project report should make clear what you

Learner Handbook 10
have attempted and why you have attempted it. It should also elaborate
methods of data collection and analysis of the obtained data. Any
recommendation made should be supported by the evidence presented and by
logical argument using deductive and inductive reasoning.
b. Starting project work
Once your synopsis is approved, start the project work as planned and complete
as per the timeline. Start working in the department and with your data
collection. Prepare questionnaire or checklist for collection of data if applicable.
After the data is collected and analyzed, you can start working on your project
report. Remember to be in regular contact with you guide for guidance and help
in carrying out project and writing the report.
c. Organizing project report
Once you have completed project work, it is time to write your project report.
Please ensure that you have at least two weeks for report writing. Please note
that simply writing what you have observed in a department or organization is
not a project.
Bind the typewritten project report in black hard bound with golden embossing.
Obtain the certificate with stamp & signature from head of the institution/
organization where you carried out the work and attach it to your report without
which the project will not be evaluated.
Make two copies of your project report. Send one copy to SSODL and retain the
other for your record.
Word limit
The final project report should be between 8000 and 10000 words (30 – 45
pages of typed text). Photographs, drawings, graphs, tables, survey forms and
appendices can be added over and above the page limit and should be labeled
properly. Project report will not be considered for evaluation if:
• Submitted without an approved project proposal
• Eitherlessthan8000words(30pagesoftext)ormorethan11000words (50 or
more pages of text)
• Simply a study or observation or review of activities or literature without

Learner Handbook 11
 any valid conclusion and recommendations
• Hand written
• Not related to the initial project proposal that was sent for approval
d. Guidelines and format for writing synopsis/ project report
It is recommended you to follow these guidelines. The final report should be
written and presented in the following sequence:
• Title page: Write your name, PRN, program name, title of the project and
academic year on this page.
a. No Plagiarism Declaration (Format attached in this handbook)
b. Certificate from project guide
c. Acknowledgments
d. Table of contents with page numbers
• Introduction: This section includes brief introduction of the organization,
background of your project topic/ problem statement, and need for
study/significance of the project. You have to justify why your project work
is an essential component of quality management in healthcare.
Unresolved issues, challenges, social concerns, or educational or
national/international issues should be pointed out. Outline the underlying
concepts that are further discussed in the project report. Describe the
standard/standards that you have referred for your project in short.
With reference to the background of the topic, explain statement of the
problems that are occurring and a specific statement of the exact gap in the
knowledge you will study. The gap in knowledge is the nerve center for
your study.
• Aim is usually written in broad terms. They set out what you hope to
achieve at the end of the project.
• Objectives: Project objectives should be closely related to the statement
of the problem and summarize what you hope will be achieved by the
study.

Learner Handbook 12
• Literature review: This should include previous work done on the field of
study and anything that you consider to be relevant to the project topic or
problem statement and to its investigation. It will include a large number of
references to the literature in your chosen area.
• Methodology: In this section describe briefly and precisely about
following:
a. Study area (The unit/ area/ group chosen for collection & analysis of
data in the project)
b. Sample size (The number of individual samples measured or
observations used in a survey or project or research)
c. Process of study, methods/ questionnaires used
d. Duration of the study
• Results: Provide statistical inference and interpretation on your final
results. Write all the tests and analysis you did. You should include the
statistical techniques if used during analysis. Results should contain a
systematic presentation of your findings in relation to the survey purpose.
It should be presented as tables and/or diagrams, e.g. graphs, flow charts,
etc. each with a unique number (e.g. Table 5, Figure 3) and a caption/
heading describing the table or figure clearly. The results should also be
described in words, referring to any tables and figures you choose to
include.
• Discussion: The findings presented in the results section should be
discussed in this section. The discussion may include findings from other
related surveys/ studies that support or contradict your own
results/findings.
• Summary and conclusions: This should provide an overview of the
project, conclusions, implications and recommendations. Also specify the
limitations of your study. You may indicate the scope for further study.
• Bibliography: List the books, articles, websites that are referred and
useful for research on the topic of your specific project. References have to
be written in APA format. These should be alphabetically listed

Learner Handbook 13
 • Appendices: Appendices should be labeled (APPENDIX A or I)and
properly titled. You may include consent form, questionnaire in it.
e. Plagiarism
Plagiarism includes:
• Copying (using another person's language and/or ideas as if they are your
own)
• Quoting directly
• Paraphrasing
• Using ideas
• Cutting and pasting
If any plagiarized content is found in your report, it will be rejected.
No-Plagiarism Declaration
Title of the article:
Name of the learner:
PRN:
Name of Project Guide:
I hereby state and declare that, this project report is submitted as part of
partial fulfilment of the requirements for <Program Name> by me as per my
own intellect. This report is the result of my independent scholarly work and I
have not copied any contents of the said report from anyplace. Proper
references have been cited for all the material used to give credit to original
author if I have borrowed any sentences / ideas of such author.
Further, I declare that, the said report has not been published by me earlier
in any form.
I am aware that, plagiarism is an offence and if committed same will lead to
non-evaluation and rejection of my project report appropriate action against
me.
Date:
Place:
Signature:
(Please bind this declaration along with your final project report.)

Learner Handbook 14
 Section 4

Term End Examination

Exam is conducted to assess the knowledge of learner in a particular course.

It forms a major component of evaluation system and carries not less than 70%
weightage in your final result.

As you have read earlier, the syllabus is distributed over two semesters.
You have to appear for a term end examination towards the end of each
semester.

Eligibility for examination:

• Learner has to submit the assignments and secure passing marks in
the respective course in respective semester. If you fail to submit any
one of the course assignment in time, you will not be considered eligible
for that respective course examination in that semester.
• Project report submission
• Learner has to fill up and submit the examination form in time.
• Attend contact session

Eligible learner has to fill examination form, which will be available on website
2 months prior to the date of examination. Follow the instructions meticulously
while filling the form.

Learner, who fails in the Term End Examination of 1st semester, can re-appear
at the time of semester II term end examination. Examination fees will be
applicable for re-appearing.

Learner Handbook 15
The exam will cover the entire scope of a course. Therefore, every topic of
the course is important from exam point of view. It includes different types
of questions like long/ short answer questions covering scenario based
analytical questions, fill in the blanks and true/false. It will be arranged at
the examination centre(s) at major cities in India. The final schedule will
be communicated well in advance.

Courses Tentative date

Course 1: Quality in Healthcare

Semester I
Course 2: NABH Standards:
Patient Centric Approach
December
Course3: NABH Standards:
Management Centric Approach

Course 4: Quality Standards for

Other Healthcare Organizations June
Semester II
Course 5: Tools and Techniques
for Quality Improvement

Learner Handbook 16
 Section 5

Contact Session

Contact session is a Mandatory Non Credit Course.

A Contact session will be conducted in the month of April/May. It is mandatory for
all the registered learners to attend the contact session (except international
learners). The interactive session will consist of lectures, group discussions and
clarifications on concepts and courses by the faculty & guest speakers.
Please note that attendance to contact session is one of the mandatory criteria
towards eligibility for award of Post Graduate Diploma for all (except
international learners).
You have to register for the contact session. Registration details and schedule
will be available on website three months prior to the session.

Learner Handbook 17
 Section 6

Questions for Assignments

SEMESTER I

1ST SET OF ASSIGNMENTS

Answer the following questions:

Course 1: Quality in Healthcare

• What is quality? Explain its importance in healthcare. (5 marks)

• Analyze relationship between healthcare quality and cost.(5 marks)

Course 2: NABH Standards: Patient Centric Approach

• What is patient centered care & write in brief about its importance. (5
marks)

• Describe management of medication with the help of following points: (5

marks)
a. Prescription of medication
b. Storage of medication
c. Monitoring after medicine administration & adverse drug event

Course 3: NABH Standards: Management Centric Approach

• Describe Continuous Quality Improvement Program in a hospital. (5
marks)
• Enlist functions of Hospital Infection Control Committee. (5 marks)

Learner Handbook 18
 SEMESTER I
2ND SET OF ASSIGNMENT

Answer the following questions:

Course 1: Quality in Healthcare

• Write shorts note on (5 marks):
a. International Patient Safety Goals
b. Quality Council of India
Course 2: NABH Standards: Patient Centric Approach
• Write in detail about (5 marks):
d. Management of LASA drugs
e. EFQM excellence model
Course 3: NABH Standards: Management Centric Approach
• You are required to carry out Facility Audit of a tertiary care hospital in
view of NABH Standard. State which are the points you will check in
hospital engineering services. (5 marks)

• Write short note on (5 marks):

a. PDCA cycle- Approach to continuous quality improvement
b. Management of sentinel events

Learner Handbook 19
 SEMESTER II
st
1 SET OF ASSIGNMENTS

Answer the following questions:

Course 4: Quality Standards for Other Healthcare Organizations

• Describe history of development of SHCO standards & elaborate the
difference in these organizations, hospitals and polyclinics. (5 marks)
• Write short notes on (5 marks):
a. Benefits of accreditation to blood bank
b. National Accreditation Board for Testing and Calibration Laboratories
(NABL)
Course 5: Tools & Techniques for Quality Improvement
• Define the following terms: (5 marks)
a. Kaizen
b. Waste in lean management
c. Value stream management
• Enlist quality control tools. Explain any two of them with example. (10
marks)
Course 6:

• Project Synopsis: As a part of continuous assessment (15 marks)

Learner Handbook 20
 SEMESTER II
ND
2 SET OF ASSIGNMENTS

Answer the following questions:

Course 4: Quality Standards for Other Healthcare Organizations

• Define wellness centres. What is need of accreditation of wellness
centres? (5 marks)
• Explain steps to achieve patient safety in hospitals. (5 marks)
Course 5: Tools & Techniques for Quality Improvement
• Write in detail about audits that are conducted in a hospital. (5 marks)
• Describe failure analysis for hospitals & enlist various criteria / indicators
of valuation of healthcare quality. (15 marks)
Course 6:

• Final Project Report (Hard Copy): As a part of term end assessment (35
marks)

Learner Handbook 21
Learner Handbook 22