WOW OPD Phase 2
WOW OPD Phase 2
WOW OPD Phase 2
21 to 27th DEC 20
st
EXPERIENCE 28 to 3rd JAN 20
th EXPERIENCE
Main porch Pre consultation
Arrival experience experience
at lobby
Post consultation
Registration experience
experience
Outpatient billing
OP Appointment experience
adherence Procedure Rooms
standards
Consultation Rooms
EXPERIENCE Washrooms
Sample collection
– People,
Infrastructure &
Ambiance
Diagnostics &
investigation
experience
Report collection
experience
Out patient
pharmacy
experience
Roll Out Plan
Date Area Day Activities
VCON address by Regional CEO's to all Ops & Unit Heads including SE & L&D Team on the sustenance of patient experience in OPDs
HOD / Ops Head to ensure the communication on project reaches the lowest level (Including night/ evening shifts )
Vital Room
28th Dec /Consultation Day 1 Training by L&D Team on the 9 Moments of Patient Experience @ Vital Room/ Consultation Experience -Standards and Grooming Standards
Experience 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 Post Consultation & OP Billing Experience- Standards and Grooming Standards
Post Consultation SE SPOC to monitor and share observations with L&D and HOD's
29th Dec & OP Billing Day 2 Fun & Learning-An Online Quiz on the Patient Experience pointers can be created and shared with the members to answer
Experience
9 Moments of Patient Experience @ Post Consultation & OP Billing Experience education emailer by corporate communication
Training by L&D Team on the Procedural & Treatment Room Experience- Standards and Grooming Standards
Procedure &
SE SPOC to monitor and share observations with L&D and HOD's
30th Dec Treatment Room Day 3
Experience 9 moments of Patient Experience education emailer by corporate communication-Procedural & Treatment Room Experience Standards
Day 4 Recognize the most compliant areas and the members sustaining the initiative in both the shift Morning & Evening
31st Dec A video byte on the Do’s and Don’t’ of Patient Experience can be reeled and shared with the SE and L&D Corporate. The best use of creativity in designing the video
with capture of all the essentials will be recognized
Monitor & Sustain
Nurse to explain on why vitals are being The Doctor's secretary will give an estimated wait
checked
. and simultaneously start checking
weight, height, BP etc. of the patient and 3 7 time to see the Doctor and inform the guest about
his/her token number and his/her sequence in the
enter the same in patient's file. 1 queue
4
Assessment to be be done in privacy to
8
Well groomed billing and demonstrate a genuine desire to meet and
safeguard guest confidentiality exceed them.
staff/Doctor’s
secretary will guide PATIENT WAITING TIME- <15 MIN APPT
the patient to the CASES <30 MIN FOR WALKINS
vital room
The nurse will acknowledge and access 8 care or admission depending on the severity of the
patient’s current health condition 4 Well groomed
members to greet all condition in consultation with the treating Consultant.
guests with a smile
and traditional
Namaste
.
The nurse will explain each and every
5 9 nurse will make necessary arrangements to shift &
accompany the patient to the emergency department.
procedure to the patient and the attendant
Treatment Room : 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
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; b) no chipped flooring c) no wet floor d) door mats
to be dry and clean/ dark color
6. Sanitizer to be available
7. Waste bins- clean, emptied when full, labeled
8. Signage- signage to be clean, visible, not chipped
9. Files/ documents/ papers not to be kept on counter/ desk
10. Pick up calls within 3 rings
11. To be manned at all times
12. Curtains should appear neat, clean and stain free
13. Step up stool should be available, it should be rust-free and in good condition
14. Patient examination bed should be in good conditions
15. Disposable sheets/ bed rolls to be used, and change after every patient visit
16. Box of disposable masks to be made available
17. Face tissue box to be kept in all procedure rooms
18. All equipment's to be well sanitized after use
19. Wheelchair (1) & Stretcher (1) to be made readily available
20. Infection control protocols are followed at all times
21. Scope of srvices & SOP kept made available
22. Do not paste anything on the walls- it should only be on notice boards
DO’S & DON’T at Vital Room, Consultation and Post Consultation
Be well groomed & Greet everyone in 5 feet radius ₓ Do not look blank, try to handle or resolve at your level
Always Smile- Smiling lowers stress and anxiety ₓ No Mobile phones on duty
Be observant and quick in assessing their requirements and ₓ Members should not stand/ sit in group
guide accordingly
ₓ 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 ₓ Do not leave documents/ files/ belongings on the counter
appointments without making them wait and guide them for
consultation ₓ Do not leave guests query unanswered
Always display polite body language and maintain proper eye ₓ No cross interaction to be done in front of the Patient
contact is necessary
ₓ Staff to avoid usage of slangs/ loose talks whenever around
Always keep your desk/ workstation clutter free patients
No foul smell