Outpatient Department Process: Submitted by

OUTPATIENT DEPARTMENT PROCESS
SUBMITTED BY
 Name: K.Tirumala Reddy, MBA (Hospital Administration)
 Reg No: Y21HA20009
 Ph. No: 9177851486
 E-mail: [email protected]
SUBMITTED TO
MR. V. DUSHYANTH KUMAR
Manager – OPD
Yashoda hospital, Secunderabad.
OUTPATIENT DEPARTMENT
OPD means an Out Patient Department of a hospital. It is the area where patients can
consult a doctor and then go back. An OPD is therefore appropriately called the
“Shop Window” of a hospital.
It has the following facilities and services
 Consultation chambers where patients are provided medical, surgical

consultation, and expert opinion.
 Procedure room means a surgical treatment center in which surgical
procedures are performed.
 Dressing room where patients are provided minor dressings and small
procedures that can be done under local anaesthesia.
 Diagnostics that have radiology, pathology, microbiology, and other
diagnostic services and/or sample collection points
 Pharmacy provides medications to the patients.
Other services can be part of it on a need basis.
The importance of OPD is such that it is considered one of the most valuable
departments of a hospital.
 It provides 30–35% of hospital revenue byways of consultation fees,

diagnostic tests, etc.
 It is a point of entry for more than 50% of IPD patients.
 Patients also get the first impression of the hospital by visiting OPD.
Types of op services
1. Multi-speciality OP services: the outpatient care is provided in

respective departments of the hospital.
1st floor –
OP 1 – UROLOGY/NEPHROLOGY/GENERAL MEDICINE
OP 2 – PLASTIC SURGERY/DIETETICS
OP 3 – ONCOLOGY
OP 4 – GENERAL MEDICINE
OP 5 – ORTHOPEDICS/DEPARTMENT OF SPINE
OP 6 – NEUROLOGY
OP 7 – LIVER TRANSPLANT
OP 8 – GENERAL SURGERY
OP 9 – ENT/NEUROLOGY
OP 10 – RHEUMATOLOGY/OPHTHALMOLOGY/DERMATOLOGY/
PSYCHOLOGY/PSYCHIATRY
2nd floor –
OP 11 – CARDIOLOGY&ENDOCRINOLOGY
rd
3 floor –
OP 12 – OT OP
th
4 floor –
OP 14 – GASTROENTEROLOGY
th
5 floor –
OP 15 – MATHER&CHILD
th
6 floor –
OP 16 – DEPARTMENT OF PULMONOLOGY
th
7 floor –
OP 17 – DEPARTMENT OF HEART&LUNG TRANSPLANT
NOTE: diagnostics bills done on same floor.
Types of outpatients
1. General outpatients: patient not referred by other

physician, who are stable to walk through for hospital
consultation
2. Emergency patients: Emergency patient means a person

who is seriously ill, injured. He needs emergency care.
3. Referred patients: a person referred to medical

practitioner for specific treatment.
 Internal reference
 External reference
OPD PROCES
Patient visit type:
1. Walk in: a patient who arrives without an appointment.
2. Appointment: a scheduled date and time for a treated by a doctor.
Patient consultation type:
1. New visit: A new patient walk-in for the first time to health care facility.
2. Review patient: patient come to the hospital for follow-up care.
 Post-operative: Care given after surgery.

 Follow up: care given after OP and Surgery.
New Patients: A new patient walk-in for the first time to health care facility.
 for new patients, asked them to fill the registration form.

 raise unique hospital number to the patients.
 Valid for life time, easy to track patient history.
1. Internal reference
2. External reference
3. Call center Appointment
4. Refer by family/friends
5. Website
6. Medical camps
7. Self
Review Patients: an examination of a patient for the monitoring earlier

treatment.
1. Paid review
2. Free review:
a) After surgery – within 10 days
b) After OP – within 10 days
Inventory management:
 Indent for the required stock is given weekly once.

 The stock is obtained from the stores.
 Sufficient stock is maintained for the whole week as indent should be
given only once a week.
Records at OPD:
1. OP Registration record
2. Doctor prescription scanned
PROBLEM AREA OF OPD
 Patient waiting time.

 Mistakes the patient registration process.
 There is a lack of transportation staff.
 Inappropriate appointment system (appointment patients has no
priority over non-appointment patients. two types of patient follow
the same process).
 insufficient and uncleaned toilets.
 Lack of communication between the staff.
Analysis of The Problem
Problem: Patient waiting time.
People Process
Language problem Patient

waiting
time
Equipment’s Management
Conclusion:
 A busy schedule of doctors.
 The communication gap between doctors & patients.
 Poor maintenance of equipment’s.
 Patient reporting wrong OP.
 Patients come in without making an appointment.
Recommendations:
 It is recommended that the team doctors should be available when
consultant is not available in OP.
 It is recommended that the provide newspapers & magazines.
 It is recommended that the appointment slots should be given according
to doctor availability in OP.
Problem: Mistakes in patient registration process.
People Process
Mistakes in
patient
registration
Equipment’s Management
Conclusion:
1. Heavy patient flow between 9:00AM TO 11:30AM.

2. Patient language problem.
3. Patients do not fill registration forms with capital letters.
4. Poor maintenance of equipment’s.
5. Non-availability of staff (9:00 TO 11:00).
Recommendations: the following recommendations are made.

1. Set up additional counters depending on patient flow.
2. Staff should be made to work as a concentration.
3. Equipment’s must be in proper maintenance.
4. Staff should be asked to fill in the registration form in capital
letters.
Problem: uncleaned toilets. (apply why why analysis)
Toilets should be cleaned six times a day but the housekeeping staff is
cleaning only twice a day but the checklist shows that it has been cleaned
six times.
Q). why not doing clean the toilet according to the checklist?
Ans). Because it will be too late to clean six floors.
Q). why are you cleaning on the six floors?
Ans). Because the supervisor assigned me the task of cleaning six floors.
Q). Why did the supervisor give you the task of cleaning six floors?
Ans). Because there is a shortage of cleaning staff.
Conclusion: there is a shortage of housekeeping staff.
Recommendations:
1. Recommended for the housekeeping staff should be increase.
2. Recommended for the number of transportation staff should be
increase.
3. Analysed the high volume of OP, should be increased number of chairs in
OP reception area.

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OUTPATIENT DEPARTMENT PROCESS

It has the following facilities and services

 Consultation chambers where patients are provided medical, surgical

 It provides 30–35% of hospital revenue byways of consultation fees,

1. Multi-speciality OP services: the outpatient care is provided in

NOTE: diagnostics bills done on same floor.

1. General outpatients: patient not referred by other

2. Emergency patients: Emergency patient means a person

3. Referred patients: a person referred to medical

1. Walk in: a patient who arrives without an appointment.

2. Appointment: a scheduled date and time for a treated by a doctor.

Patient consultation type:

2. Review patient: patient come to the hospital for follow-up care.

 Post-operative: Care given after surgery.

 for new patients, asked them to fill the registration form.

Review Patients: an examination of a patient for the monitoring earlier

 Indent for the required stock is given weekly once.

PROBLEM AREA OF OPD

 Patient waiting time.

Problem: Patient waiting time.

Language problem Patient

1. Heavy patient flow between 9:00AM TO 11:30AM.

Recommendations: the following recommendations are made.

Conclusion: there is a shortage of housekeeping staff.

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