WEEK 1 ARRIVAL WEEK 2 CONSULTATION

21 to 27th DEC 20
st
EXPERIENCE 28 to 3rd JAN 20
th EXPERIENCE
Main porch
Vital Room Standards
Arrival experience
at lobby
Post consultation
Registration experience
experience
Outpatient billing
OP Appointment experience
adherence & Pre
Procedure Rooms
consultation
experience Consultation Rooms

“WOW Outpatient Experience- WEEK 3

INVESTIGATION
ONGOING HYGIENE
& PHARMACY
The Apollo Way”
4 to 10th JAN 20
th

EXPERIENCE Washrooms
Sample collection
– People,
Infrastructure &
Ambiance
Diagnostics &
investigation
experience
Report collection
experience
Out patient
pharmacy
experience
 Moments of Patient Experience @ Porch

Be orderly-not chaotic- Not more than 3

2 6
Stay alert & attentive always (No mobile vehicles max at a time
phones on duty; never leave gate (Use of valet & parking for chauffeur driven
unattended) vehicles)

Be firm to follow hospital policies-

Assist the guests in opening & closing
vehicle doors 3 1 7 NEVER be RUDE
(Visiting Hours/No Smoking/1 Patient-1
Attendant)

Assist all especially elderly, physically

challenged- Help with wheelchair/ 4 Be Well Groomed
8 Go out of your way to help patients
stretcher

Greet with a smile (even with masks) and

say Namaste with folded hands 5 9 Public transport -ensure that they are
Parked in a manner that does not
hindrance to other arriving vehicles in the
main porch.
Main porch :To be kept organized always
1. Clutter free desks/podium/no dust/neat

2. Car Key holders to be neatly organized for valet- Box to be there. Valet to
accept all payment mode (cash, card, paytm,gpay (ensure proper display of
the QR Code) etc.)
3. Tag to be kept in order – neat tags- Numbers with Apollo logo & emergency
number
4. Intercom/ PA system to be in working condition
5. At least 5 wheelchairs & 3 stretchers. Only staff to steer for patients
6. Identify & Demark Pedestrian pathway
7. Male & female members for frisking
8. Walls & Ceilings should be in good condition- a) No chipped off paint b) no
loose wires
9. Flooring- a) Cleaned every 4 hours minimum; every 30 min if raining b) no
chipped flooring c) no wet floor d) door mats to be dry and clean/ dark color e)
Extra mats if it is raining
10. Sanitizer to be available and given at entrance
11. Proper Lighting to be installed and is switched on/off as per day/night time-
All lights to be in working condition
12. Waste bins- clean, emptied when full, labeled
13. Signage- No Honking signage ; Directional signage to be available (going
in/coming out/towards parking) – signage to be clean, visible, not chipped
14. Two umbrellas with stand (minimum) to be kept
15. Security guards to carry cash (minimum 200 rupees and should be
managed by security head) to help visitors coming in public transport
16. 5 cover sheets (in plastic packets) to be kept to cover patients if required)
17. Plants at entrance (neat, no dripping water, clean pots), Manicured landscape
DO’S and DON’T at Main Porch

 Be well groomed x No vehicle to be parked, stationed at the Main Gate

 Guide visitors to entre thru the entry gate x No one to sit on the pavement

 Politely request visitors to get their bags checked x Chewing of gum/ pan or gutkha is not permissible

 Restrict outside food/ eatables inside Hospital x No Mobile phones on duty

premises
x Members should not stand/ sit in group
 Assist security guards/ members in case of any
misbehavior or mob related violence x No unidentified belongings to be kept

 Call your supervisor Incase of any visitor not x Do not talk in loud tones
complying with hospital policy

 Follow safety protocols while using wheelchair/

stretcher

Proactive assistance/guidance to be
provided to the guest
Executive/Receptionist to anticipate guest
requirements and demonstrate a genuine
desire to meet and exceed them. HANDHOLD IF
SOMEONE IS LOOKING FOR HELP
Physically challenged guests will be made
familiar with and will be advised of special
services (if available- washroom, wheelchair etc)
Executive/GRE/Receptionist will provide
assistance for way finding & ensure crowd
busting/ management-
Not more than 3 patients to be waiting at any
point
Moments of Patient Experience @ Lobby
1. Flooring- a) Cleaned every 2 hours mini-
2 2.
fl
3.
6 mum; every 30 min if raining b) no chipped
flooring c) no wet floor d) door mats to be
dry and clean/ dark color
1 7
Guests who have already registered or have
3
scheduled prior appointments will
immediately be guided for consultation
Guests who have not registered will be
guided to the registration counter/ Kiosk .
4
8 While showing directions use open palms ,
walk a few steps and then guide accordingly
EVERY guest to be
acknowledged and greeted with
a smile and a traditional
Namaste with folded hands by
the well groomed
GRE/Receptionist at the Lobby
Greet everyone in a 5 feet
Members to inform the patient of the
9
radius
5 approximate waiting time and ensure
confidentiality of guest information
Lobby :To be kept organized always
1. Staff on duty to ensure that their work space is neatly
organized, clutter free and well maintained- 5S principle is
followed
2. Premises is smelling fresh and there is no foul odor.
Fragrance Dispenser to be available in Lobby and should be
working
3. Proper Lighting to be installed and is switched on/off as per
day/night time.
4. Instrumental music in low tone
5. Walls, ceilings & Floor should be in good condition a) No
chipped off paint b) no loose wires
6. Essential info board- List of Doctors/ Departments to be
displayed on eye level
7. Sanitizer to be available at every desk and at the main
entrance
8. Waste bins- clean, emptied when full, labeled
9. Signage- Counter signage; Directional signage to be available
(going in/coming out/towards OPD and other areas) – signage
to be clean, visible, not chipped
10. Pick up calls within 3 rings
11. For using lifts/ elevators first preference to be given to patients
& attendants
12. Televisions/ Electronic Gadgets/ Kiosks/ Laptops/
Computers etc. placed in OPD's to be operational all the time
13. LEDs to clearly display doctor details and should be updated
every week.
14. Patient waiting areas to be clean, organized at all times with
alternate seating- no torn/broken seats
 Moments of Patient Experience @ Registration Experience
The Receptionist/Front Office Associate will
assist the Patient/Attendant in filling the
Details- 100% Paperless registration
Proactive assistance/guidance to be
provided to the guest
When there is a delay, the associate must
maintain eye contact with the waiting
Patient/Attendant and assure him/her that
service will be rendered within 5 minutes
The front office associate will check with the
Patient/Attendant on the mode of payment
discreetly
The front office associate will hand over
6
2 the Apollo file and Invoice copy, in a neat
and clean folder to the Patient/Attendant.
3 1 7
Namaste Executives/Patient Attendant/
GRE/Receptionist will handhold Patient/
Attendant with special needs.
The Receptionist/Front office associate
4 All guests will be
8 must inform the patient/attendant about the
consultation timing, Doctor name and exact
location of the consultation suite
acknowledged and
greeted with a smile and
a traditional Namaste with
folded hands by the well
groomed
GRE/Receptionist at the
Lobby
5 Greet everyone in a 5 feet
radius 9 Staff to inform the patient of the
approximate waiting time
Registration :To provide a flawless experience
1. Workstations are to be well organized, discreet and clean- 5S
principle is followed. No loose wires to be visible
2. Appropriate signage needs to be displayed- 1) Counter Signage,
Directional signage, Clear description for e.g- Self registration Kiosk.
Signage's to be clean, visible, not chipped
3. Premises is smelling fresh and there is no foul odor. Fragrance
Dispenser to be available in Lobby and should be working
4. Proper Lighting to be installed and is switched on/off as per
day/night time
5. Walls, ceilings & Floor should be in good condition a) No chipped
off paint b) no loose wires
6. Flooring- a) Cleaned every 2 hours minimum; every 30 min if raining
b) no chipped flooring c) no wet floor d) door mats to be dry and
clean/ dark color
7. Sanitizer to be available at the counter & near kiosk
8. Waste bins- clean, emptied when full, labeled
9. Every counter/ kiosk to have printer & scanner connected
10. Every counter to have dedicated credit card machines. Clean
before offering to the patient for typing his pin.
11. To get signature of the Patient/Attendant in the charge slip, the same
shall be presented in a small scratch free folder with the Apollo logo
embossed on it, along with a pen
12. Payment QR Codes to be displayed neatly and properly visible
13. Files/ documents/ papers not to be kept on counters
14. Registration process to be completed in 5 minutes
15. Televisions/ Electronic Gadgets/ Kiosk's/ Laptops/ Computers
etc placed in OPD's to be operational all the time
 Moments of Patient Experience @ Pre-Consultation Experience
Every effort would be made to adhere to the
appointment time. However, due to operational
exigency, if the same is not possible then
patient/attender should be kept informed.
For all walk- in patients, appointment will
be provided based on doctor's availability
Appointment patient to see within 15 min of his
appointment time; walk-in max 30 min
The Doctor's secretary will give an
estimated wait time to see the Doctor and
inform the patient about his/her token
number and his/her sequence in the queue.
When there is a delay, the associate must
have eye contact with the waiting
patient/attendant) and assure him/her that
service will be rendered within 5 minutes
6
Proactive assistance/guidance to be
2 .
provided to the guest
The Doctor’s secretary/GRE will ensure that
3
1 the
7 patient file is in place once he/she confirms
the appointment. (either in person/Edoc/via
telephone)
The Doctor’s secretary/GRE will collect the
4 All guests will be
8 consultation fees for the concerned Doctor
(Fee amount differs from Doctor-Doctor)
acknowledged and
greeted with a smile and
a traditional Namaste with
folded hands by the well
groomed
GRE/Receptionist at the
Lobby The Doctor’s secretary/GRE will request the
5 Greet everyone in a 5 feet
radius 9 patient to complete his/her assessment in the
assessment room.
OPD Area: To be kept organized always
1. Staff on duty to ensure that their work space is neatly organized, clutter free and well
maintained- 5S principle is followed
2. Premises is smelling fresh and there is no foul odour. Fragrance Dispenser to be
available in Lobby and should be working
3. Proper Lighting to be installed and is switched on/off as per day/night time
4. Walls, ceilings & Floor should be in good condition a) No chipped off paint b) no
loose wires
5. Flooring- a) Cleaned every 2 hours minimum; every 30 min if raining b) no chipped
flooring c) no wet floor d) door mats to be dry and clean/ dark color
6. Sanitizer to be available at counters
7. Waste bins- clean, emptied when full, labeled
8. Signage- Counter signage; Directional signage to be available (going in/coming
out/towards OPD and other areas) – signage to be clean, visible, not chipped
9. Every counter to have printer & scanner connected
10. Every counter to have dedicated credit card machines
11. To get signature of the Patient/Attendant in the charge slip, the same shall be
presented in a small scratch free folder with the Apollo logo embossed on it, along
with an pen
12. Payment QR Codes to be displayed neatly and properly visible
13. Files/ documents/ papers not to be kept on counters
14. Pick up calls within 3 rings
15. Televisions/ Electronic Gadgets/ Kisoks/ Laptops/ Computers etc placed in OPD's
to be operational all the time
16. Check the furniture- esp dr secretary furniture to be all similar, clean, polished, in order
17. Patient waiting areas to be clean, organized at all times with alternate seating- no
torn/broken seats
DO’S and DON’T at Lobby & OPD Area

 Be well groomed & Greet everyone in 5 feet radius  Do not look blank, try to handle or resolve at your level

 Always Smile- Smiling lowers stress and anxiety  No Mobile phones on duty

 Be observant and quick in assessing their requirements and  Members should not stand/ sit in group
guide accordingly
 Avoid high pitch in your voice while communicating with the
 Wear an approachable gesture with a happy to help attitude patients

 Preference to be given to our existing customers/ scheduled  Do not leave documents/ files/ belongings on the counter
appointments without making them wait and guide them for
consultation  Do not leave guests query unanswered

 Always display polite body language and maintain proper eye

contact is necessary

 Always keep your lobby/ desk/ workstation clutter free

 Remain calm while handling patients

 Roll Out Plan
Date Area Day Activities
VCON address by Regional CEO's to all Ops & Unit Heads including SE & L&D Team
HOD / Ops Head to ensure the communication on project reaches the lowest level (Inluding night/ evening shifts )
21st Dec Porch Area Day 1 Training by L&D Team on the 9 Moments of Patient Experience @ Main Porch -Standards and Grooming Standards
9 Moments education emailer by corporate communication
SE SPOC to monitor and share observations with L&D and HOD's

Training by L&D Team on the Lobby Standards and Grooming Standards

SE SPOC to monitor and share observations with L&D and HOD's

22nd Dec Lobby Area Day 2 Fun & Learning- Safety Charades on 5S - Create slips with the example of 5S safety precautions ( eg : Near Miss, Compliance, Root Cause, etc). Place slips into a
container. Divide participants into two teams. Have teams draw one of the safety words / phrases. Ask teams to take turns in acting out their selected word /phrase.
Set a time limit of 30 Secs or 1 Min for each word/ phrase acted out. The team that guesses the most words or phrases wins. Award prizes
9 Moments of Patient Experience @ Lobby education emailer by corporate communication

Training by L&D Team on the Registration & Pre OP Standards and Grooming Standards
Registartion & Pre SE SPOC to monitor and share observations with L&D and HOD's
23rd Dec Day 3
OP 9 moments of Patient Experience education emailer by corporate communication-Registration & Pre OP Standards

Checklist to be filled by HOD and SE Spoc to compile

Recognize the most compliant team member in each Area i.e Main porch, Lobby, registartion & pre consultation- Activity to be done for both the shift Morning &
Day 4 Evening
24th Dec
"First Impressions Matters" Video Making Contest - Shoot a video byte and share the ideal way of receiving Patients in the hospital. Capture all the patient experience
Monitor & Sustain standards

SE Spocs and L&D Spoc to do a combined audit basis the checklist

26th Dec Day 6 The same checklist to be shared with Corporate SE Team, post closing all observations
If any work is pending, SE SPOC and HOD will follow up and post closure with share the updated audited checklist
Measurement Parameter- VOC Scores for the week on
1) Security Experience
2) Registration Experience
Measurement
3) Consultation Experience
4) Parking Experience
5) Referral Score