GAP ANALYSIS OF OUT PATIENT

DEPARTMENT
TANIYA BHATTACHARJEE
• Study conducted at : OPD basement
• Duration of study : 4.9.10-24.9.10
OUT PATIENT DEPARTMENT

“SHOP WINDOW”
 RESEARCH OBJECTIVES
• To study and analyze the process flow of
various activities done at “Out patient
department”
• To analyze prevalent arrival and departure
time of patients and calculate the waiting
time.
• To identify process lacunas/gaps and suggest
recommendations for the same.
 RESEARCH METHODOLOGY
• Type of study : Quantitative
• Population : Referred,walk-in,
emergency patients
visiting OPD

• Sampling technique :
• Data collection : Primary data &
Secondary data
 Findings for Research objective no:1
• OPD SPECIALITIES:
Medicine
Gynaecology
Pediatrics
Orthopaedics
Eye
Skin/Dermatology
ENT
Dentistry
Psychiatry
Nephrology
Neurology
 Urology
 Oncology
 Rheumatology
 Haematology
 Physiotheraphy
 Neuro Surgery
 Pulmonology
 Gastroenterology
 Gastro Surgery
 Plastic Surgery
 Pediatrics Surgery
• OPD TIMINGS: 9 A.M TO 3 P.M
4 P.M TO 8 P.M

• AMENITIES PROVIDED:
 2 T.V sets in each OPD area
Centrally Air conditioned
Drinking water facility
Seating facility: OPD 1:
OPD 2:
 Suggestion Box
Patient ushering services
Wheel Chair services
Investigation and Pharmacy services
Security Services
OPD Attendants
 EMPANELLED COMPANIES
• MTNL
• DU
• DTC
• BPCL
• ONGC
• HUDCO
• STC
• GAIL
• HCL
• RBI
• FCI
• NDPL
• NSIC
• SBI
• PNB……………..
PROCESS FLOW
APPOINTMENT
PATIENT APOINTMENT FOR NOT FOR
CALLS CONSULATATION SPECIFIC
DOCTOR

PATIENT TOLD ABOUT ALL

FOR A SPECIFIC DOCTOR
DOCTORS AND THEIR SCEDULE

PATIENT SELECTS A SPECIFIC

DOCTOR SCHEDULE DOCTOR
CHECKED

ASK PATIENT
SLOT DETAILS(NAME,
DETAIL
CONTACT No.) APT.
S
NOTED BOOKED
PATIENT INFORMED
ABOUT ALTERNATE
TIMINGS
BILLING & CONSULTATION
MANAGEMENT DURING HIGH
PATIENT INFLOW( EPIDEMIC)
 IF A DOCTOR CANNOT
ACCOMMODATE ALL PATIENTS

COUNSELLING IS GIVEN TO
PATIENTS FOR ALTERNATE
SLOT/DOCTOR

ACCEPTS NOT ACCEPTS

APOINTMENT FOR
REGISTERATION ANOTHER
CONSULTATION

PATIENT
CONSULTATION DEPARTS
FINDINGS FOR RESEARCH OBJECTIVE No:2

• EXCEL SHEET OF WAITING TIME

 Occupancy levels of OPD
• MONDAY:
Graph showing the occupancy of OPD

80
70
Number of patients

60
50
40
30
20
10
0
E 30 0 0 0 0 0 0 0 0 0
I M 9: 0 :0 0:3 1:0 1:3 2:3 1:0 1:3 2:0 2:3
T 1 1 1 1 1
• TUESDAY:
Graph showing peak occupancy
70
60
Number of patients

50
40
30
20
10
0
E 3 0 0 0 3 0 0 0 3 0 3 0 0 0 3 0 0 0 3 0
TIM 9: 0: 0: 1: 1: 2: 1: 1: 2: 2:
1 1 1 1 1
• WEDNESDAY:
Graph showing peak occupancy
50
45
Number of patients

40
35
30
25
20
15
10
5
0
• THURSDAY:
Graph showing peak occupancy
70

60
Number of patients

50

40

30

20

10

0
• FRIDAY:
Graph showing peak occupancy
70

60
Number of patients

50

40

30

20

10

0
E 3 0 0 0 3 0 0 0 3 0 3 0 0 0 3 0 0 0 3 0
TIM 9: 0: 0: 1: 1: 2: 1: 1: 2: 2:
1 1 1 1 1
• SATURDAY:

Graph showing peak occupancy

80
Number of patients

70
60
50
40
30
20
10
0
WAITING TIME ANALYSIS
 Waiting time in queue
Graph showing waiting time in queue
16

14
Waiting time (mins) in queue

12

10

0
TIME 9:30 10:00 10:30 11:00 11:30 12:30 1:00 1:30
 Queue length analysis
queue length analysis
30
Number of patients waiting in queue

25

20

15

10

0
TIME 9:30 10:00 10:30 11:00 11:30 12:30 1:00 1:30
Waiting time for consultation

Waiting time for consultation

45
40
Waiting time(mins)

35
30
25
20
15
10
5
0
TIME 9:30 9:37 10:00 10:05 10:15 10:22 10:45 11:00 11:35 12:00
 NUMBER OR REFUNDS
Only 4 refunds were observed during the study.
They were because of:
 High waiting time
 Large number of patients
 Non-availability of doctor
SUGGESTIONS
• ISSUE : Doctor’s come late /absent for
prolonged duration/or in IPD rounds during
OPD timings.
• SOLUTION: Doctor’s checklist which would
contain information about doctor’s time in
and time out
• STATUS: Implemented
• ISSUE : Second counter for OPD cash billing
was not being opened which resulted in chaos
at billing station.
• SOLUTION: opening of second counter during
peak hours to divert the rush.
• STATUS: Implemented
• ISSUE: MR’s used to crowd the OPD area during
OPD timings on Thursday & Friday, use to
occupy patient seats.
• SOLUTION: MR’s asked to sit outside in the
reception area or in the conference room.
Signage/notice highlighting the same to be put
in OPD.
• STATUS: Signage/notice needs to be put in the
OPD.
• ISSUE: Billing slots are not present in OPD
billing area , cash is kept loose.

• SOLUTION: Billing slots to be made

• STATUS: pending
• ISSUE: Non-availability of change at the billing
counter.

• SOLUTION: change of Rs 5000/- to be issued

to the department.

• STATUS: pending
• ISSUE: error in the OPD schedule

• SOLUTION: needs to be corrected immediately

• STATUS: pending
• ISSUE: Non-availabilty of OPD wheelchairs during
crisis timings.

• SOLUTION: 2 dedicated OPD wheelchairs,one for

each area,which should be returned back to OPD
after it has taken the patient

• STATUS: only 1 wheelchair present which also is

not available most of the times
• ISSUE: signage for second billing counter

• LOCATION: OPD no.2(area)

 Public Addressal system

 Block appointment for follow-up patients

 More storage area to be provided for keeping

patient files in OPD

 Availabilty of OPD schedules at the OPD counter.

• OPD Checklist
THANKYOU