Published Paper Details:

The goal of this study is to study the process in the OPD of Lilavati Hospital & Research Centre. It includes Factors Affecting Patient flow, Reasons for Delay in patient flow, Ways to improve the patient flow and also Patient waiting time. The purpose of this audit is to assess patient waiting time and doctor consultation time in a Super Speciality Hospital and to formulate strategies to improve the waiting time and consultation time. The utilization of many of the other services provided by the hospital, often depend on how satisfied the patient is with the outpatient services provided. In a competitively managed healthcare environment, long waiting time of patients in an OPD adversely affects the hospitals ability to attract new increased business. It is difficult to sell services if the individuals are dissatisfied with the delayed process and increased waiting time. The service can be improved by effective communication, providing enough man power and educating patient about the importance of taking an appointment before arriving at the hospital. Because of large number of ambulant patients, an efficient and up to the mark Outpatient Department(OPD) in a hospital of critical importance. This is mainly because the cost of OPD services is less than that of IPD services.