Reducing Waiting Time of Patients in Outpatient Services of Large Teaching Hospital: A Systematic Quality Approach
Journal Title: IOSR Journal of Dental and Medical Sciences (IOSR-JDMS) - Year 2017, Vol 16, Issue 11
Abstract
Continuous quality improvement is required to achieve the parameters laid down by the healthcare organisation. To achieve the parameters, certain PDCA cycles are to be done using tools like time and motion study, FMEA etc. Patients’ waiting time has been defined as “the length of time from when the patient entered the outpatient clinic to the time the patient actually leaves the OPD” This Research presents different types of issues which lead to increased waiting time in hospitals, and it also presents the results of a project of improving the quality of services provided in an outpatient department of teaching hospital in India. The project was conducted on the basis of the systematic use of Quality tools, such as Process mapping of OPD services, FMEA of OP services, waiting time analysis which aimed to reduce waiting times in outpatient department. Significant reduction in waiting time was achieved in the outpatient services of OPD department .In addition to the overall reduction in waiting time outpatient process flow was also improved. As an off shoot of the study registration forms were modified, patient care coordinators were appointed to guide patients, additional staff were appointed to handle the telephones in all the OPD wings and they were also trained basic telephone etiquette, Communication training was given to all the front office executives and they were trained for proper scheduling of appointments . Further data collection through VOC will help to monitor and control any variance.
Authors and Affiliations
Rashmi Yadav MBA M. Phil
Keywords
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- EP ID EP238237
- DOI 10.9790/0853-1611030107
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