Student Dissertation

Agency : This study included all the three stages of business process analysis and additionally assessed the implemented changes intended for improvement of the existing business process.

Objective : : The main objective of this study was to conduct the business process analysis of MRI section, Department of Imaging, P.D. Hinduja Hospital and Medical Research Centre and to assess the impact of changes implemented.

Background : This study included all the three stages of business process analysis and additionally assessed the implemented changes intended for improvement of the existing business process.

Methodology : The project undertook the Time motion study of 150 patients both at the investigative and evaluative stage. Other methodologies used were work shadowing, observation and interview with the stakeholders namely front desk staff, technologist, radiologist, nursing staff , support staff and patients.

Findings : The changes implemented mostly dealt with the communication to the patients and based on scheduling. Some additional signboards incorporated in the department have led to improvement in the process at different fronts. Earlier, all the GA patients were being called together at 8:30 AM; Now 2 patients are called at 8:30, next 2 at 9:30 AM and rest at 10:15 AM. In addition to these, the total number of slots being booked increased to 41. The key result is the decrease in the preparation time. The preparation time got reduced by 51.2% in case of GA cases and by 40% in Non GA cases. The idle time for the machines also got reduced in case of GA patients. The overall waiting time also decreased for 16.37 % for GA patients. The gaps in the process were identified using cause & effect analysis (Fish bone/Ishikawa diagram) and RACI analysis (Responsible, accountable, consulted and informed). The qualitative (cross-sectional) analysis in which each step of the process flow that the patient goes through was examined explained the possible reasons for the gaps are discussed thoroughly.

Recommendations : The implementation is an ongoing process only certain recommendations could be implemented due to the time constrained feasibility, other few are discussed with and to be implemented soon.


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