Student Dissertation

Agency : Health Checkup Department; Health Checkup Packages; Waiting Time; Cycle Time

Objective : To study the operational efficiency and marketing concepts of Health Checkup Department

Background : Health checkup Department is a point of contact where potential customers come in direct contact with the hospital’s services and therefore it can be a key determinant of inpatient as well as follow-up outpatient traffic. Hence, improved operational efficiency and patient satisfaction in this area is of prime importance. Further, this department is dependent on patient’s awareness which is further dependent on the Marketing materials. Therefore, the study has been carried out to improve operational efficiency of the department as well as Marketing materials

Methodology : Health checkup Department is a point of contact where potential customers come in direct contact with the hospital’s services and therefore it can be a key determinant of inpatient as well as follow-up outpatient traffic. Hence, improved operational efficiency and patient satisfaction in this area is of prime importance. Further, this department is dependent on patient’s awareness which is further dependent on the Marketing materials. Therefore, the study has been carried out to improve operational efficiency of the department as well as Marketing materials

Findings : • Since Inception, on an average 14 Health checkup packages were done per day in 2013 and 2014 which increased to 16 Health checkup packages per day in 2015 • Executive Health checkup packages were availed by patients the most (54%) • Cash patients are 4 times more than credit patients • Most of the patients coming for health checkup packages are non-referred patients • Waiting time for selected Health checkup packages was found to be more than Cycle time in pre- implementation phase which decreased by 22.5% in Executive Health checkup package, 12.7% in Cardiac Health checkup package, 31.8% in Urology Health checkup package, 18% in Diabetic Health checkup package in post-implementation phase • Brochure for Health Checkup packages are not updated regarding the prices and packages

Recommendations : By analyzing the data in more details and focusing more on loop holes causing increase in waiting time which further increase in patient dissatisfaction, it was recommended that new process flow, slight changes in related departments’ responsibilities and improvements in inter-departmental coordination can help in reducing waiting time and thus patient dissatisfaction. Further, updating Brochure of Health checkup Department and using standees more vigorously in each waiting area can help in providing information of Hospital health checkup packages to patients and patient party coming to the hospital, hence creating awareness amongst them.


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