Abstract of Dissertation

Agency : OPD, HIS, Queue management, walk-ins, follow-ups, appointments, multitasking.

Objective : The objectives of the study were: • To map the OPD processes for non- value added activities. • To identify the wastes and improvement areas in these processes. • To redesign these processes for maximum efficiency. • To monitor and evaluate the benefits of the redesigned processes. • To design a training for enabling and empowering the staff

Background : Outpatient services are considered to be the first interface between the customers and the hospital. It provides all basic healthcare facilities under one roof. The experience attained by customers in the outpatient department with regard to the services in appointments, 87 waiting time, behavior of the staffs; doctors have an impact on the overall image about the hospital and retention of customers for the hospital. The major issue in the outpatient department is the long waiting time for the services and excessive crowding resulting in large number of unsatisfied patients bringing bad business for the hospital. Now days, the patients are looking for hassle free and quick services in this fast growing world. This is only possible with optimum utility of the resources through multitasking in a single window system in the OPD for better services. Thus there is always a need to identify the major bottlenecks and take appropriate corrective measures to streamline the processes and ensure maximum patient satisfaction.

Methodology : A descriptive study was done with the patients, staffs and other supportive staffs of Medanta the Medicity. Random sampling was done to choose the respondents. Data collection tools were interviews, observations, HIS records of the hospital, data on medical record etc.

Findings : There was significant variation in patient load seen throughout the week. The load on first three days of the week was exceptionally high, more than 300, which declined towards the end of the week, around 200. There was also high load of patient in morning hours from 8-11 a.m., nearly 200, which further increases to more than 300 from 11-2 p.m. which declined to less than 100 patients towards the end of the week.