OUT PATIENT DEPARTMENT

PROCESS MAPPING OF PATIENT FROM CHECK IN TO CHECKOUT OF HOSPITAL

Patient enters in to
Hospital

OP Registration

Doctor Patient clinical Investigations

Consultation history from required
doctor

YES
Fit for Medication from
Discharge Pharmacy

YES NO
Medication from Fit for
Discharge Generation of requisition
Pharmacy
form

NO
Complete the diagnosis
procedures
Admission of patient as
per diagnosis

Report collection and

doctor consultation
Discharge of
Patient
Value adding activities:

1. Registration time at Registration counter

2. Doctor consultation at OPD
3. Collection of reports from laboratory
4. Waiting time at pharmacy

Non value adding activities.

1. There are no non value adding activities except the waiting time

Root Cause

1. At registration, due to heavy flow of patients and insufficient counters, the process for registration is taking little longer

2. Waiting time near the doctor room is due to lack of monitoring of patient queue system as FIFO is followed

3. Waiting time near the dispensing counter is due to lack of sufficient counters and no separate counter for women and
disabled.

Corrective Action

1. To install railing for the registration counter and open a new counter for registration.

2. To develop patient calling system as number wise so as to avoid chaos and confusion among patients

3. To open separate counter for women and physically challenged.

Preventive Action

1. Continuous monitoring and to initiate PA system to provide general instructions for patients.