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PROJECT REPORT ON
Association Between Waiting Times and consultation time in
Outpatient Department and Pharmacy and OPD Patient
Satisfaction at Sahara Hospital: A Time & Motion Study and OPD
Questionnaire Survey
Project submitted to Sharda University, School of Business
Studies(SBS) building towards the partial award of Masters Degree
in Healthcare and Hospital Administration.
Submitted by
Dr. Rita Singh
ROLL NUMBER--170251146
BATCH-2017-2019
Sharda University , Greater Noida

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DECLARATION
I hereby declare that the Project Report entitled “Association Between Waiting
Times and consultation time in Outpatient Department and Pharmacy and
OPD Patient Satisfaction at Sahara Hospital: A Time & Motion Study and
OPD Questionnaire Survey” submitted by me to the Department of Business
Management, Sharda University, Greater Noida, is a bonafide work carried out by
me and is original and not submitted to any other University or Institution for the
award of any Degree/Diploma/Certificate or published any time before.
DATE- SIGNATURE
PLACE- Lucknow NAME- Dr. Rita Singh
ROLL NO-170251146

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SAHARA HOSPITAL
VIRAJ KHAND, GOMTI NAGAR, LUCKNOW – 226010 INDIA
Tel.: 0522-6780001, 6780002, OPD Appt: 0522-6782110
E-mail: hospital@hqsimil.sahara.co.in, Website:www.saharahospitals.com
Ref. No. :………….. Date - ……………
To Whomsoever It May Concern
This is to certify that Dr. Rita Singh student of Master in Hospital and Healthcare
Administration at Sharda University, Greater Noida has successfully completed her
project entitled “Association Between Waiting Times and consultation time in
Outpatient Department and Pharmacy and OPD Patient Satisfaction at Sahara
Hospital: A Time & Motion Study and OPD Questionnaire Survey” at Sahara
Hospital; Lucknow during internship period from 11/06/2018 to 25/07/2018.
Wishing her a bright and prosperous future.
Shri Anil Vikram Singh
Senior Advisor
Sahara India Pariwar

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SAHARA HOSPITAL
VIRAJ KHAND, GOMTI NAGAR, LUCKNOW – 226010 INDIA
Tel.: 0522-6780001, 6780002, OPD Appt: 0522-6782110
E-mail: hospital@hqsimil.sahara.co.in, Website:www.saharahospitals.com
Ref. No. :………….. Date - ……………
To Whomsoever It May Concern
This is to certify that Dr. Rita Singh student of Master in Hospital and Healthcare
Administration at Sharda University, Greater Noida has successfully completed her
project entitled “Association Between Waiting Times and consultation time in
Outpatient Department and Pharmacy and OPD Patient Satisfaction at Sahara
Hospital: A Time & Motion Study and OPD Questionnaire Survey” at Sahara
Hospital; Lucknow during internship period from 11/06/2018 to 25/07/2018.
Wishing her a bright and prosperous future.
DR. MAZHAR HUSAIN
Director Medical Health
Sahara Hospital

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CERTIFICATION
This is to certify that the Project Report entitled “AssociationBetweenWaiting
Times and consultationtime in Outpatient Department and Pharmacy and
OPD Patient Satisfaction atSahara Hospital: A Time & MotionStudy and
OPD Questionnaire Survey” submitted for the award of Masters Degree in
Healthcare and Hospital Administration. , Lucknow, was carried out by Dr.Rita
Singh under my guidance from 11/06/18 to 25/07/18. This has not been submitted
to any other University or Institution for the award of any degree/
diploma/certificate.
Signature of the Internal Guide Signature of the Principal
Name: Dr. Richa Panday (with stamp)

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INDUSTRY CERTIFICATE
I write to inform that Dr.Rita Singh was placed from Sharda University for her
summer Internship Project . She started the project entitled “Association Between
Waiting Times and consultation time in Outpatient Department and
Pharmacy and OPD Patient Satisfaction at Sahara Hospital: A Time &
Motion Study and OPD Questionnaire Survey” from 11/06/18 to 25/07/18. She
has been innovative in developing the concepts and working structure for the
project , punctual in the implementation at various stages and sincere in her
attempt to complete the task with attention. She has been found to be pleasant,co-
operative and possessed with analytical mind. As a guide , we enjoyed working
with her.
Dr Abha Tandon Ms Manisha Masih
Quality Control Manager Quality Control Manager
Sahara Hospital Sahara Hospital
Dr (Col) Randhir puri
Medical Superintendent

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ABSTRACT
Ensuring efficient and safe patient flow through the hospital system is a consistent
problem in healthcare settings. As demand and patient complexity increases ,
errors in health care delivery can cause hospital overcrowdings and service delay.
However an inefficient layout may also create problem concerning patient
supervision which may increase their consultation time and waiting time. This
may give patients a poor overall impression of the setting. Reducing delays and
making sure that patients receive right care at right time will have a significant
beneficial effect on the quality of care that patients receive. To accomplish the
above criteria the objectives are set which includes, to understand the problems
which the outdoor patients encounter like long standing queues, improper
maintenance of patient traffic at the OPD section, to find the bottlenecks, reasons
and solutions for the problems encountered. A sample of 220 patients is selected
from 11 clinical departments,20 from each. The data is collected by observation
method and by preparing a format in which time slots are given to each activity
i.e., Billing time, In time for consultation, waiting time for doctor consultation ,out
time after doctor’s consultation , consultation time , UHID number , name , age/sex
, consultants name and department. The inferences made from the above
analysis is the waiting time is more for doctor consultation and dispatch of
reports. As dispatch of reports is delayed, by the time the patient gets the report the
doctors may not be available in OP. This is due to improper scheduling of
consultants , early arrival of patients(distant) . So, some suggestions are
recommended to improve the patient care delivery. This project will help to
optimise patient’s flow that is necessary to understand how the system is currently
working by reviewing existing process and determining weak or broken links of
the system.

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ACKNOWLEDGEMENT
The success and final outcome of this project required a lot of guidance and
assistance from many people and I am fortunate to have got this all along the
completion of my project work. Whatever I have done is only due to such guidance
and assistance and I would not forget to thank them.
I respect and thank Dr.(Col) Randhir Puri (Medical Superintendent) for giving me
an opportunity to do the project work in Sahara Hospital, Lucknow and I am also
thankful to the hospital staff for providing me the support and guidance which
made me complete the project on time.
I would also like to thank my Industry Supervisors Dr .Abha Tandon (Nodal
Officer, NABH and NABL) and Ms .Manisha Masih (Quality Control Manager)
without whom the project would have been a distant reality. I owe my profound
gratitude to them who took keen interest in my project work and guide all along,
till the completion of my project work by providing all the necessary information.
I would thank Dr. Richa Panday (Mentor Sharda University) for inspiring me
to do internship and do couple of projects in Sahara Hospital with full honesty,
punctuality, hard work, and dedication .
I would also thank HR manager for giving me an opportunity to work as an intern.
I take this opportunity to acknowledge the services provided by Mr Priyank(Front
Office), attendants , receptionists and everyone who collaborated in producing this
work.
I also wish to thank specially my family members, and well-wishers who have
always been supportive in successful completion of my project.

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Table of Contents
S.NO CONTENT PAGE.NO
A). INTRODUCTION 11
1). ABOUT SAHARA HOSPITAL 11
i). HISTORY OF SAHARA HOSPITAL 11
ii). MISSION , VISION AND QUALITY POLICY 12
iii). LAYOUT OF HOSPITAL 13
iv). CORE STRENGTH 14
v). SCOPE OF SERVICES 15
vi). SPECIALITIES 17
vii). CERTIFICATIONS 19
viii). STRENGTH OF SAHARA HOSPITAL 20
ix). OUT PATIENT DEPARTMENT (OPD) 21
x). PATIENT FLOW PROCESS 24
2). ABOUT PROJECT 25
i). TIME AND MOTION STUDY 25
ii). FACTORS AFFECTING TAT STUDY 26
iii). BOTTLENECKS 26
iv). RESEARCH PROBLEM 27
v). OBJECTIVE OF STUDY 28
vi). SOURCES OF DATA COLLECTION 29
B). DATA ANALYSIS 31
i). TAT OF ORTHOPAEDICS 31
ii). TAT OF NEUROLOGY 32
iii). TAT OF INTERNAL MEDICINE 33
iv). TAT OF CARDIOLOGY 34
v). TAT OF INTERNAL MEDICINE 35
vi). TAT OF RHEUMATOLOGY 36
vii). TAT OF ENDOCRINE 37
viii). TAT OF GYNAE & OBS 38
ix). TAT OF PAEDIATRICS 39
x). TAT OF UROLOGY 40
xi). TAT OF PULMONOLOGY 41

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xii). CALCULATION SHEET OF OPD TAT STUDY 42
xiii). TAT OF OPD PHARMACY 43
ivx). OPD QUESTIONNAIRE SURVEY 44
C). INFERENCES 47
i). REASONS AND RECOMMENDATIONS FOR LONG
WAITING TIME AT OPD
47
ii). OPD FEEDBACK OBSERVATION AND
RECOMMENDATIONS
48
D). SUMMARY AND CONCLUSION 51
i). LIMITATIONS OF STUDY 52
E). LITERATURE REVIEW 52
i). TYPES OF LITERATURE REVIEW 52
F). BIBLIOGRAPHY 53

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INTRODUCTION
ABOUT SAHARA HOSPITAL-
HISTORY OF SAHARA HOSPITAL:
Sahara Hospital is a tertiary care private hospital in Lucknow, capital city of Uttar
Pradesh state of India. The hospital is a venture of Sahara India Medical Institute
Limited, a subsidiary of Sahara Prime City Limited. Sahara Hospital was the
project of Sahara India Medical Institute Limited, a subsidiary of Sahara Prime
City Limited. It sits on a 27-acre campus at Gomti Nagar , in the neighbourhood
of Lucknow. It was designed by Mumbai-based architect Hafeez Contractor.The
construction contract for the hospital building (set at 490 million (US$7.3 million)
was given to Larsen & Toubro. The total costof the project was 4
billion (US$60 million), which also included costof medical equipment. Rising

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80.06 metres (262.7 ft) and 19 floors, it is the tallest building in Lucknow. The
hospital was inaugurated on 12 February 2009 by Chhabi Roy, mother of founder
and chairman of the Sahara India Pariwar Subrata Roy. The hospital is the first
medical centre in Uttar Pradesh to perform a successfulelbow transplant
and endoscopic cervical plate placement. Patients admitted in the 'critical care area'
of hospital can be monitored by the internet protocol cameras. In addition to
physicians, this remote monitoring facility is provided to the relatives of patients,
so that hygiene and sterility of such areas can be maintained. The first of the three
planned super-specialty hospitals is operational in Lucknow, Uttar Pradesh, India,
presently operating with 378 beds (expandable to 554 beds). Sahara Hospital
Lucknow is poised to become one of the top hospitals in Asia. Sahara Hospital is
expected to place Lucknow on the world map of destinations for healthcare of
global standards. The hospital has specially designed suites for patients and their
families coming from overseas for medical treatment in India, as a cost-effective
and reliable option.
Mission
 The mission of Sahara Hospital is to provide quality healthcare with
compassion efficiency.
 To apply and share new technology
 To Promote an environment in the hospital that facilitates protection of
patient’s rights and commitment towards patient care
 To include preventive healthcare practices in addition to treatment
applications without discrimination of religion, Language, Race and Gender.
Vision

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To set a benchmark of excellence in advanced, hi tech multi disciplinary medical
services in Asia, Offering high quality healthcare and tertiary care facilities.
Quality policy
Sahara Hospital is committed to deliver high quality patient care through
applications of latest technology coupled with medical excellence, ensuring safety
of treatment during patient's stay, promoting and environment of continuous
quality improvement and complying with statutory regulations.
LAYOUT OF THE HOSPITAL
A state-of-the-art, multi-specialty, tertiary care hospital providing world class
facilities with more than 50 specialties and latest generation equipment under one
roof. This hospital is spread on approx. 12.5 acres with approx. 1 million sq. ft.
built up area.
Sahara Hospital got operational in February, 2009 and is currently operating
with 378 beds (including 133 Critical Care beds) and is expandable to 554 beds.
Currently it is running with one of the biggest Critical Care Infrastructure
supported with 8 Ultra Clean Operation Theatres with most advanced technologies
like Portable CT Scan, Cardiac CT Scan and High End Operating Microscopes
with a team of dedicated and renowned clinicians and highly trained paramedics.

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Facilities for Radiation Oncology are under process and will be made available in
the near future.
Also, a training facility is being provided at the Sahara College of Nursing &
Paramedical Sciences, which is affiliated to Chhatrapati Shahuji Maharaj Medical
University, Lucknow, recognized by Indian Nursing Council, New Delhi and
approved by U.P. State Medical Faculty and the Govt. of Uttar Pradesh
Core Strengths
All ClinicalSpecialties are available under one roof
A Rich Poolof Human Resource
 Highly qualified experienced and skilled Doctors and trained
Paramedical professionals.
 Surgical specialists and Super specialist of all surgical specialties and
medical specialties.
 Round the clock presence of qualified & dedicated staff.
 Nursing college with a constant resource of the most qualified nurses.
Best-in-Class Equipment. delivering the best results
 Specialist to manage poly trauma (24 hours).
 High-end latest generation equipment for OT, ICU’s, Laboratories,
Diagnostics& Rehabilitation.
 Fully equipped approx. 133 Critical care bedded wing.
 State of the art 8 ultra-clean Operation Theatres.
 Internationally designed, equipped with fully automated Central

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SERVICES AT SAHARA HOSPITAL-
 FULL FLEDGED TRAUMA CARE CENTRE:Prompt& integrated
management of Poly trauma & acute strokes with the availability of
Neurosurgery , Neuromedicine, Orthopedic surgery, Plastic &
&reconstructive surgery, cardiothoracic surgery , clinical & invasive
Cardiology, vascular surgery, urology ,ENT surgery ,Gastro surgery, Eye
Surgery , endocrine surgery supported by round the clock services of world
class blood bank & diagnostics .
Sterilization Supply department to achieve desired infection control and
success rate.
The Complete world of Sahara Hospital comprises of:
 Emergency & Trauma Care
 Medical Specialties
 Surgical Specialties
 Investigation Specialties
 Critical care facilities
 Blood bank
 Nutrition & Dietetics
 Physiotherapy
 Alternative Medical Sciences
Diagnostic services are available Round The Clock.
This includes Radiology, Pathology, Endoscopy, and special diagnostic
services,-all located at one place. This also includes latest generation Cardiac
CT, MRI, Cardiac Cath Lab.

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 The most modern delivery system – “Pneumatic Tube” to achieve efficient
& safe transportation of drugs, pathological samples. First of its kind in
India.
 Cardiac Cath Lab Alluraxperfd10 ceiling suspended-flat panel equipped
with latest generation dynamic flat detector
 1.5 Tesla Ultra fast 16 channel
 Ultra fast 64 slice Cardiac CT
 Portable C T SCANS First time in Northern region
 Capsule Endoscopy:-Camera capsule can be easily ingested which takes
thousands of color photos ofthe digestive track.
 Seamless Ultra Clean Operation Theatres as per the International standards
with Laminar Air Flow with dedicated AHUs for each OT.
 Intensive Care Unit Equipped with latest generation equipment and high end
bed side patient monitors for the close monitoring of the patients through
web.
 Mobile Intensive Care Unit (Ambulance) with Latest Generation
Equipments.
 ULTRA MODERN BLOOD BANK FACILITY available round the clock
assuring safe transfusion of high quality blood components.Equipped with
latest generation high end equipment including aphaeresis units for
component donation as well as component separation & storage according to
International Standards.
 Laboratory Sahara Hospital-Curing through Care
 Level III NICU has the state-of-the-art Transport Incubator with ventilator
for transporting sick newborns.
 One of the distinguishing features of Sahara Hospital is the effective
integration of latest Information Technologies and Medical Technologies
 Continuous Renal Replacement Therapy
 World class Entrance lobby with elegant environment.
 Enjoy motherhood -Special Anti Natal Classess
 Thyroid clinic
 Unique surgeries/Treatments/Procedure
 Pioneer centre for Neuro endoscopic Surgeries
 Cardiac Angiography by Non invasive Method. In 5 heart beat Cardiac
Angiography can be Accomplished ensures Minimal Radiation and less dose
of Contrast.
 Facilities for Total Hip and Total knee replacement surgeries arthroscopic
surgery, matching international standards, by trained surgeons.
 Haemato-oncology -Hematological cancers, Lymphomas, Leukemias &
Myelomas. A diverse range of oncological surgeries in the areas of Head &

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Neck cancer, Breast cancer, SoftTissue Sarcomas, Gastrointestinal
malignancies and Gynecological cancers.
 Dialysis unit to offer you services of Hemodialysis, Peritoneal Dialysis, and
Bed Side Dialysis with CRRT facility.
 Painless Delivery
 Cochlear implantation – A cochlear implant can provide normal hearing to
very severely deaf children and adults
SPECIALITIES-
Aesthetic & Cosmetology
Anesthesiology
Clinical Immunology & Rheumatology
Cardiology
Clinical Haematology& Haemato-oncology
• Cardio thoracic Vascular Surgery
• Dental & Maxillofacial Surgery
• Dermatology
• Dietetics & Nutrition
• ENT and Audiological Medicine
• Endocrinology
• Endocrine & Breast Surgery
• Emergency Medicine & Critical Care
• Gastro Medicine
• Gastro Surgery
• General surgery
• Health Promotion & Preventive Medicine
• Internal Medicine
• Interventional Radiology
• Microbiology

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• Minimal Invasive & Bariatric surgery
• Neurosurgery;
• Neurology
• Nephrology
• Orthopedic
• Obstetrics & Gynecology
• Ophthalmology
• Oncology-Surgical & Medical
• Pain management
• Plastic Surgery & Micro vascular surgery
• Pediatrics & Neonatology
• Pediatric Surgery
• Panchkarma
• Psychiatry, Neuropsychiatry & Clinical Psychology
• Physiotherapy & Sports Medicine
• Pulmonology
• Poly Trauma Critical Care
• Pathology
• Radiology
• Rehabilitation Research
• Rheumatology
• Transfusion Medicine
• Urology
• Vascular & Endovascular Surgeon

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CERTIFICATIONS-
The certifications given for Sahara Hospital are NABH, NABL.
NATIONAL ACCREDITATION BOARD FOR HOSPITALS AND
HEALTHCARE PROVIDERS (NABH)-

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NATIONAL ACCREDITATION BOARD FOR TESTINGAND
CALIBRATION LABORATORIES(NABL)
STRENGTH OF THE HOSPITAL:
 The strength is its dedicated, committed and sincere multidisciplinary team
approachof medical, paramedical, non medical personnel and administrators
who are committed to continue to provide the highest quality care .
 The training of staff and research continue to meet the needs of patients.

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 Their focus is on patient care and patient safety.
 Working together the staff provides comprehensive diagnosis and
coordinated treatment.
 Proximity of outpatient department with lab facilities and other diagnostics
ensure well coordinated care.
OUTPATIENT DEPARTMENT:
Outpatient department is very important wing of hospital serving as mirror. This
department is visited by large section of community which is the first point of
contact between patient and hospital staff. The human relation skills/public relation
functions are utmost important. OPD is related with other departments like
emergency, diagnostics etc, This includes front office.
Front office:
It contains --
 Reception and Registration

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 Diagnostics billing
For registration ,sample sheet is attached below—

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The work that goes on in a hospital front office varies depending on the size of the
hospital and the number of employees that work there. In general , the hospital
front office includes a reception desk to greet patients and visitors as they enter the
hospital and provide information where to go or the services that are provided.
Functions of front office:
 Function of front office are –
 OP registration
 IP registration
 Making site for the patients
 Making bed occupancy
 To minimise waiting time for all patients
 To satisfy patients/visitors by proper guidance
 To organise consultant chambers as per their op timings,
 To minimise billing errors and counselling of patients.
 The purposeof front office is to provide assistance for people when theyfirst
enter the hospital.
OP and IP registration:
OP registration services are available in the front office of the hospital. Patients
can provide their name , contactinformation, Date of birth , address and aadhar
number as well emergency contact details. Certain administrative work is also
done in front office such as maintenance of records and paper throughout the
hospital by means of HIMS Software. UHID no. is created and identification card
is given to the patient which gets renewed every year at a costof Rs.100.
Diagnostics billing:
All the tests performed for op patients billing is done at this counter.

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PATIENT FLOW PROCESS IN SAHARA HOSPITAL:
Patients arriving at the hospital may be 2 kinds-
They are appointment patients and direct patients.

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ABOUT PROJECT-
As there are advancements in diagnostics, medications, procedures and
modifications in healthcare reimbursement plans, the mode of healthcare is
gradually shifting away from the inpatient setting to the outpatient basis. Blockage
in the flow can increase waiting time. When patient flow is handled well, it is
represented by short wait at the registration, examination, diagnostic testing,
surgery, placement in beds and discharge which indicates healthcare quality.
What is Time in motion study?
A time and motion study is to analyze work efficiency through the observation
and timing of tasks. It can help you see where your day could be more efficient,
saving you time and and energy, which everyone could use! You can perform one
on yourself or observe another person.
How can this study help me?
This is useful to structure the overall approachto improving patient flow, and
thereby reducing delays. It links up to tools and other guides that provide more
detail. The approachis based on two main improvement strategies: the theory of
constraints and Lean thinking; and a bodyof practical knowledge - clinical systems
improvement and clinical micro-systems. It's useful to start from these theories as
they provide health services with proven approaches to improvement, as well as
the tools and techniques which we know work. Despite the origins of
patient flow being in the manufacturing industry, there are many ideas and
concepts that can be borrowed and adapted to help manage health services.

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Factors affecting Time in motion studies:
 Volume of patients on daily basis.
 Types of patients seen in terms of stage care.
 Policies on frequency of the patient visits.
 Type of provider they should see.
 Size and composition of providers and staffing models.
BOTTLENECKS:
A bottleneck is any part of the system where patient flow is obstructed causing
waits and delays. It interrupts the natural flow and hinders the movement which
determines the pace at which the whole process works. You cannot make changes
to improve the care process if you don’t tackle the bottleneck. Keep a look out for
bottlenecks (usually identified by finding a queue).
The aim is to identify where the flow is slowed within the overall process of
care. This typically requires developing a patient process flow map. Reducing
current waiting times requires a reduction in backlog of patients at every stage of
the journey. Matching capacity and demand is a key approachto removing some of
the visible and hidden backlogs along the patient pathway.
A bottleneck is usually caused by something - this is known as the
constraint. The constraint is the part of the process which ultimately restricts the
amount of work that can be done. By concentrating on the bottlenecks, you can
accurately manage demand and capacity and therefore keep the flow of patients
moving, which will in turn reduce overall waiting times.

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Methods for reducing the effect of bottlenecks:
1). Ensure that the bottleneck has no idle time, for example, have a list of stand by
patients who can be called at short notice in the event of idle capacity
2). Put inspection or checking tasks in front of the bottleneck (e.g. if the bottleneck
is the doctorin clinic, check that all test results are available at the clinic)
3). Don't allow the room or clinical area to be the bottleneck
4).Distribute the work amongst the clinical team so that everyone works to their
highest level of skill and expertise, for example take administration away from
rehabilitation nurses and give it to appropriate clerical staff
5). If experts are the bottleneck they should only be doing work for which an
expert is needed e.g. the development of nurse initiated transfer from critical care
6). Separate responsibilities for clinical care and paper flow.
RESEARCHPROBLEM:
The research problem is “Association Between Waiting Times and consultation
time in Outpatient Departmentand Pharmacy and OPD Patient Satisfaction at
Sahara Hospital: A Time & Motion Study and OPD QuestionnaireSurvey”.
NEED FOR STUDY:
As the patient flow increases there may be increase in bottlenecks, which gives a
pooroverall impression for the patient. So to avoid this, reasons for increase in
waiting time is analysed to enhance patient satisfaction.
SIGNIFICANCE OF THE PROJECT:
Significance of the project is to analyse the inefficiencies and bottlenecks to
improve patient care delivery at OPD and OPD pharmacy.

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OBJECTIVES:
To understand the problems which the outdoorpatients encounter like:
 Long standing queues at opd and at pharmacy for dispensation of
medicines.
 Limited number of counters for patient registration and enquiries
 Improper maintenance of patient traffic at the out patient department
section.
 To find the reasons and solutions for the problems encountered.
 To know the overall impression of the hospital in the mind of patient by
OPD feedback questionnaire method.
METHODOLOGY:
 Sampling method is followed for determining the patient flow process.
 Random sampling technique is followed for OPD feedback.
 The details of patients and time of his/her entry, the time for which the
patient moves through various departments till either exit of the patient or .
 After the data collection is done the data is analysed for any delays in
patient flow process and they are resolved.
SAMPLE DESIGN:
A sample of 161 patients were randomly selected to take OPD feedback via
questionnaire method , 220 patients were overall observed for time and motion
studies (20 from each of the selected clinical department) and 100 patients were
monitored for TAT at OPD pharmacy.

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SCOPE OF THE REPORT:
The project includes patient flow regarding out patient department only and the
patient management in various departments in outpatient department i.e.,
registration process,Billing of medicines in OPD pharmacy and dispensation of
medicines,
SOURCES OF INFORMATION:
Primary sources:
 Survey method
 OPD Records
 Observation
Secondarysources:
 Internet used as a sourceof theoretical information.
 Registers and records of hospital.
 Guidance by quality Managers
TOOLS AND TECHNIQUES OF ANALYSIS:
a).Fordata collection:
 Personal observation: direct and indirect observation
 Interviews with staff
 Quantitative method of analysis
b).For data analysis:
Statistical analysis
STRUCTURE OF THE STUDY:
 Current study includes the literature review of other studies done on patient
flow management, historical aspectof the organisation in which project is
done and outpatient department is selected, data is collected, analysed and
inferences are given.

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DATA ANALYSIS
A).TIME AND MOTION STUDIES AT OPD-
 A sample of 220 patients is selected for data collection from 11 OPD of various
consultants.
 Sample represents the whole population.
 The data is collected in a format in which the time slots are given i.e., OP
registration time, in time for consultation , waiting time for consultation, out
time after consultation and consultation time along with the UHID number of
the patient .
 The average of all the 11 OP departments were calculated and average waiting
time , average consultation time and average total time have been calculated.
 The data collected from various OPD’S are –
1).TAT OF ORTHOPAEDICS—
UHID NAME AGE SEX DOCTOR'S
NAME
WAITING
TIME
CONSUL.TIM
E
TOTAL
TIME
(IN min) (Inmins) (IN MINS)
15040851 KOMAL
MISHRA
36 F Dr.P.Shamsher
y
134 4 138
12011248 VIJAYLAXMI 52 F Dr.P.Shamsher
y
124 5 129
17041798 MOTI CHAND 45 M Dr.P.Shamsher
y
103 3 106
18017569 RAVIKANT 39 M Dr.P.Shamsher
y
85 8 93
1310631 KANCHAN 53 F Dr.P.Shamsher
y
33 8 41
18004864 SHAKIRA
KHAN
73 F Dr.P.Shamsher
y
9 9 18
18021452 SURJI DEVI 65 F Dr.P.Shamsher
y
9 4 13
18021804 RAM
SAMIRAN
64 M Dr.P.Shamsher
y
166 7 173
18021823 MOHD SABIR 57 M Dr.P.Shamsher
y
126 3 129
17028533 RIZWAN 27 M Dr.P.Shamsher
y
111 4 115
18021859 PRAMOD KR 40 M Dr.P.Shamsher
y
64 3 67
16045973 ANILBALA 65 M Dr.P.Shamsher 67 1 68

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y
18018771 SUMITRA 56 F Dr.P.Shamsher
y
65 7 72
18021873 ALKA GOEL 49 F Dr.P.Shamsher
y
52 13 65
18015202 JITENDRA 43 M Dr.P.Shamsher
y
61 1 62
18021804 RAM
SAMIRAN
64 M Dr.P.Shamsher
y
212 5 217
18021863 MAYA DAS 62 F Dr.P.Shamsher
y
95 6 101
18021881 KALP
HUSSAIN
45 M Dr.P.Shamsher
y
72 2 74
18021900 MITHLESH 50 M Dr.P.Shamsher
y
44 3 47
18021923 ABHISHEK 29 M Dr.P.Shamsher
y
9 1 10
TOTAL 1641 97 1738
AVERAGE 82.05 4.85 86.9
2).TATOF NEUROLOGY-
UHID NAME AGE SEX DR'S
NAME
WAITING
TIME
CONSUL.TIM
E
TOTAL
TIME
(IN MINS) (IN MINS) (IN
MINS)
18009785 BAL
MUKUND
38 M Dr
Sandeep
205 4 209
18016649 SHAMBHU 70 M Dr
Sandeep
197 5 202
1336880 ARVIND
SONI
58 M Dr
Sandeep
207 4 211
18019992 SONAM 18 F Dr
Sandeep
197 4 201
18021587 TUNTUN 50 M Dr
Sandeep
79 5 84
18021648 UMAKANT 47 M Dr
Sandeep
122 5 127
18021642 MANOJ
SONI
24 M Dr
Sandeep
218 13 231
18021668 LAVLESH 40 M Dr
Sandeep
139 3 142

33.
33
13042886 MUKESH 56 M Dr
Sandeep
218 5 223
17039970 MEENA
DEVI
50 F Dr
Sandeep
210 12 222
18021826 SAROJ 28 F Dr
Sandeep
173 5 178
18021828 SAVITRI
DEVI
68 F Dr
Sandeep
180 8 188
17025298 ASHA
SINGH
53 F Dr
Sandeep
183 4 187
15034030 REENA
SINGH
36 F Dr
Sandeep
15 36 51
12017996 SAROJ
VERMA
46 F Dr
Sandeep
144 46 190
18017678 URMILA
DUBEY
55 F Dr
Sandeep
162 55 217
18014871 BHUPENDE
R
58 M Dr
Sandeep
223 58 281
18021826 SAROJ 28 F Dr
Sandeep
240 28 268
18021927 ADITYA 64 M Dr
Sandeep
69 64 133
18021833 SHAHEEN 42 M Dr
Sandeep
185 42 227
TOTAL 3366 406 3772
AVERAGE 168.3 20.3 188.6
3).TAT OF INTERNAL MEDICINE-
UHID NAME AG
E
SE
X
DOCTOR'
S NAME
WAITIN
G TIME
CONSUL
. TIME
TOTA
L
TIME
(IN
MINS)
(IN
MINS)
(IN
MINS)
18015543 INDRAWATI 55 F Dr Verma 85 4 89
16021695 RAM DEV 67 M Dr Verma 88 5 93
18004131 RAJENDRA 41 M Dr Verma 31 7 38
18021734 KIRAN PANDEY 41 F Dr Verma 77 9 86
11028432 PHULA DEVI 64 F Dr Verma 186 6 192
18020341 NIKITA
JAISWAL
22 F Dr Verma 184 3 187
18021974 RAHUL GUPTA 22 M Dr Verma 7 6 13

34.
34
18021883 SARITA 19 F Dr Verma 60 3 63
18021856 RAHUL SINGH 27 M Dr Verma 85 5 90
16048050 ABDUL WALI 56 M Dr Verma 9 9 18
17010807 SHUBHAM 17 M Dr Verma 138 6 144
18014998 RAJ KR GUPTA 46 M Dr Verma 28 10 38
12014305 MONI VERMA 39 F Dr Verma 66 15 81
17045498 LAJJAWATI 57 F Dr Verma 247 10 257
1323002 ANUBHAV RAO 22 M Dr Verma 105 16 121
17000815 ZULEKHA 66 F Dr Verma 72 10 82
18022161 JAGDEV 53 M Dr Verma 85 5 90
18022152 FIRDOUS 38 F Dr Verma 90 4 94
14022438 SIDDHARTHA 34 M Dr Verma 95 4 99
18022261 CHANDRABHA
N
55 M Dr Verma 19 17 36
TOTAL 1757 154 1911
AVERAG
E
87.85 7.7 95.55
4).TAT OF CARDIOLOGY-
UHID NAME AGE SEX DR'S
NAME
WAITING
TIME
CONSUL.TIME TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
18021434 MOHD
SHAFEEQ
60 M DR NAKUL 23 5 28
11007925 MOHD OZAIR 66 M DR NAKUL 33 4 37
17039784 RADHESHYAM 70 M DR NAKUL 31 3 34
15036761 DR HARIOM 59 M DR NAKUL 30 5 35
18021456 ALOK SHARMA 36 M DR NAKUL 111 3 114
17021549 ARVIND KR 68 M DR NAKUL 108 6 114
18021396 RANVIR SINGH 65 M DR NAKUL 122 4 126
18009651 JALIL AHMAD 63 M DR VINOD 95 10 105
18006985 SHREERAM 57 M DR VINOD 36 6 42
17003907 NIRMALA 56 F DR VINOD 57 6 63
17001872 ASHARPHI 65 M DR VINOD 49 5 54
18022187 SURENDRA 37 M DR VINOD 91 5 96
17018714 SHYAMBIHARI 65 M DR VINOD 52 4 56
12011576 HARNAM 64 M DR VINOD 54 6 60

35.
35
SINGH
16010694 YOGENDRA 62 M DR VINOD 28 6 34
17019611 SANJAY 62 M DR VINOD 37 15 52
18022226 PADMA 81 F DR VINOD 20 11 31
15014999 SHAFIQUE 44 M DR VINOD 100 6 106
14027030 SHABNAM 47 F DR VINOD 14 9 23
11029133 ABHINASH 55 M DR VINOD 19 4 23
TOTAL 1110 123 1233
AVERAGE 55.5 6.15 61.65
5).TAT OF INTERNAL MEDICINE-
UHID NAME AGE SEX DR'S NAME WAITING
TIME
CONSUL.
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
17002475 VINOD VERMA 49 M DR
SWADHESH
95 6 101
18021340 ANVITA 49 F DR
SWADHESH
93 17 110
13036415 ANJSA 16 F DR
SWADHESH
110 7 117
13012774 KAMLESH 67 M DR
SWADHESH
117 20 137
17045022 CHANDAN 40 M DR
SWADHESH
79 12 91
14027781 VISWAMITRA 35 M DR
SWADHESH
159 6 165
14015296 CHANDRAWATI 56 F DR
SWADHESH
165 5 170
16039614 GEETA DEVI 38 F DR
SWADHESH
87 7 94
18021894 DINESH 5 M DR
SWADHESH
95 7 102
14002513 INDRA GUPTA 49 F DR
SWADHESH
82 12 94
17021895 NUJHAT 33 F DR
SWADHESH
80 13 93
18021233 NARAYANI 41 F DR
SWADHESH
170 15 185
13036415 ANJSA 16 F DR
SWADHESH
172 6 178

36.
36
18021988 BAKRIDI 76 M DR
SWADHESH
45 8 53
18021989 MAISAM 69 F DR
SWADHESH
55 4 59
18004167 MAHFOOZ 16 M DR
SWADHESH
78 3 81
15017635 GODAVARI 63 F DR
SWADHESH
67 4 71
17005266 NASREEN 57 F DR
SWADHESH
67 10 77
13037593 ABDUL 55 M DR
SWADHESH
122 8 130
12001443 SHRI CHAND 76 F DR
SWADHESH
125 6 131
TOTAL 2063 176 2239
AVERAGE 103.15 8.8 111.95
6).TATOF RHEUMATOLOGY-
UHID NAME AGE SEX DR'S NAME WAITING
TIME
CONSUL.
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
18001842 NAZAMA 28 F DR
DHANITA
115 8 123
18022454 BADRUN
NISHA
48 F DR
DHANITA
83 6 89
18022455 SARIF AHMAD 46 M DR
DHANITA
87 6 93
18020689 USHA DEVI 54 F DR
DHANITA
128 8 136
17044040 MOBIN
AHMAD
42 M DR
DHANITA
85 4 89
18010995 URMILA 54 F DR
DHANITA
88 13 101
16032431 SADHNA 52 F DR
DHANITA
79 4 83
18018198 ANGAD 24 M DR
DHANITA
80 4 84
18013794 RUCKMANI 29 F DR
DHANITA
82 5 87
11024409 MANJU 73 F DR
DHANITA
85 6 91
17004579 PHOOL
KUMARI
41 F DR
DHANITA
112 6 118
18022480 DROPTI DEVI 45 F DR
DHANITA
74 5 79

37.
37
18022485 ASHARFI 48 M DR
DHANITA
69 5 74
14013210 PARUL
RASTOGI
19 F DR
DHANITA
68 6 74
12029906 KAMINI 50 F DR
DHANITA
70 6 76
15023628 KRISHNAWATI 57 F DR
DHANITA
74 6 80
16011006 REKHA 32 F DR
DHANITA
82 6 88
17024220 SUSHILA 42 F DR
DHANITA
75 4 79
18022497 SHIKHA 37 F DR
DHANITA
74 7 81
17045728 PREMLATA 65 F DR
DHANITA
77 8 85
TOTAL 1687 123 1810
AVERAGE 84.35 6.15 90.5
7).TAT OF ENDOCRINE-
UHID NAME AGE SEX DR'S NAME WAITING
TIME
CONSUL.
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
18010350 RUCHI 18 F DR ARUN 48 8 56
15001844 ZAMEER 37 M DR ARUN 17 5 22
18022596 MUKUND 72 M DR ARUN 45 9 54
15006037 USHA 39 F DR ARUN 53 11 64
17025171 FARNAAZ 15 F DR ARUN 54 5 59
18022620 SANTOSH 51 F DR ARUN 22 4 26
18022618 SUNIL 61 M DR ARUN 26 4 30
17020373 SUMIT 35 M DR ARUN 52 4 56
13015711 LALTI 42 F DR ARUN 140 5 145
17023538 SHANTI 58 F DR ARUN 84 5 89
17041327 MUNNU 62 M DR ARUN 94 6 100
17033407 RAMA 62 M DR ARUN 52 5 57
15025598 SANDEEP 32 M DR ARUN 21` 5 26
16042406 VIJAY 40 M DR ARUN 100 10 110
18010350 RUCHI
PANDAY
18 F DR ARUN 95 9 104
18022679 KANCHAN 15 F DR ARUN 31 7 38
18022677 ASHUTOSH 10 M DR ARUN 41 6 47

38.
38
18022678 SUMIT 9 M DR ARUN 45 5 50
18012282 DHARMENDRA 36 M DR ARUN 154 6 160
18006247 KHURSHEEDA 60 F DR ARUN 62 14 76
TOTAL 1215 133 1369
AVERAGE 63.94736842 6.65 68.45
8).TAT OF GYNAE & OBS-
UHID NAME AGE SEX DR'S NAME WAITING
TIME
CONSUL.
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
18022730 SUMAN 19 F DR
MANJUSHA
110 17 127
18020090 KANCHAN 29 F DR
MANJUSHA
91 13 104
18020968 RANJANA 50 F DR
MANJUSHA
98 6 104
14027126 MANVEEN 22 F DR
MANJUSHA
66 10 76
11011322 PRIYANKA 34 F DR
MANJUSHA
55 10 65
18022775 SONAL 31 F DR
MANJUSHA
56 9 65
18020127 VIDYA 37 F DR
MANJUSHA
50 11 61
17006162 INDU 46 F DR
MANJUSHA
23 14 37
18015553 PRIYANKA 25 F DR
MANJUSHA
34 15 49
18021105 SALMA 29 F DR
MANJUSHA
92 10 102
18006088 SANGEETA 24 F DR
MANJUSHA
44 12 56
18022819 KOURVAKI 15 F DR
MANJUSHA
43 13 56
18022765 KUSUM 66 F DR
MANJUSHA
154 10 164
17039938 AAFREEN 28 F DR
MANJUSHA
19 11 30
18022764 SUSHEELA 53 F DR
MANJUSHA
105 14 119
17038489 POOJA 25 F DR
MANJUSHA
37 14 51
18022664 RATNAPRIYA 18 F DR
MANJUSHA
136 16 152
16042269 ANANYA 17 F DR
MANJUSHA
76 7 83

39.
39
17032904 GEETANJALI 32 F DR
MANJUSHA
63 12 75
12028347 RAEES 34 F DR
MANJUSHA
17 11 28
TOTAL 1369 235 1604
AVERAGE 68.45 11.75 80.2
9).TAT OF PAEDIATRICS-
UHID NAME AGE SEX DR'S
NAME
WAITING
TIME
CONSUL
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
13036884 AARNA 2 F DR
HASSAN
90 11 101
16028041 BASSAM 6 M DR
HASSAN
54 6 60
14025568 ALISHA 1 F DR
HASSAN
45 7 52
12027298 OM VERMA 7 M DR
HASSAN
35 7 42
15009318 AADARSH 3 M DR
HASSAN
27 8 35
17021877 MISHKA 2 F DR
HASSAN
4 7 11
16012935 AARASHNA 2 F DR
HASSAN
9 6 15
18021798 RISHITA 3 F DR
HASSAN
4 4 8
18011948 VAIDIK 6 M DR
HASSAN
6 4 10
18016471 ARHAAN 3 M DR
HASSAN
2 5 7
17009163 TULIKA 1 F DR
HASSAN
5 5 10
16009940 AYESHA 2 F DR
HASSAN
5 4 9
13041843 RUSHDA 6 F DR
HASSAN
5 6 11
18021515 BEDANTI 1 F DR
HASSAN
2 6 8
16015872 YATIKA 2 F DR
HASSAN
4 5 9
18023012 MOHD
YOUSUF
1 M DR
HASSAN
13 4 17
18016685 DEESHA 1 F DR
HASSAN
3 7 10

40.
40
15032824 ARPAN 4 M DR
HASSAN
165 6 171
18022968 SACHI 6
MON
F DR
HASSAN
171 8 179
13006312 B/O
PRIYANKA
3
DAYS
F DR
HASSAN
189 10 199
TOTAL 838 126 964
AVERAGE 41.9 6.3 48.2
10).TAT OF UROLOGY-
UHID NAME AGE SEX DR'S NAME WAITING
TIME
CONSUL.
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
14022751 PANCHAM 53 M DR FEROZ 75 10 85
18023085 YOGESH 31 M DR FEROZ 70 7 77
18014594 NAKUL 70 M DR FEROZ 72 8 80
16019106 JITENDRA 32 M DR FEROZ 15 8 23
12018521 DR AK B. 61 M DR FEROZ 3 7 10
18022167 SUDARSHAN 61 M DR
SHOBHIT
50 6 56
18023110 MOHD
FAROOQ
45 M DR
SHOBHIT
31 9 40
16021784 JAMAL KHAN 61 M DR FEROZ 2 9 11
18023139 ABDULLAH 8 M DR
SHOBHIT
2 10 12
11028225 SUBEDAR 45 M DR FEROZ 3 8 11
17001696 SHARAD 20 M DR FEROZ 11 12 23
18023177 ANKITA 26 F DR
SHOBHIT
55 6 61
18021532 AMRENDRA 28 M DR FEROZ 27 8 35
17034434 MEENA
JAISWAL
52 F DR FEROZ 131 6 137
13030141 PRAMOD
VERMA
36 M DR FEROZ 119 7 126
18010819 MOHD
YOUNUS
25 M DR FEROZ 98 7 105
18016697 LAXMIKANT 59 M DR FEROZ 45 8 53
18023110 MOHD
FAROOQ
45 M DR
SHOBHIT
33 9 42
13026603 DEVENDRA 35 M DR FEROZ 34 9 43
16006091 SUBHASH 77 M DR FEROZ 23 11 34
TOTAL 899 165 1064

41.
41
AVERAGE 44.95 8.25 53.2
11).TAT OF PULMONOLOGY-
TAT OF
PULMONOLOGY
UHID NAME AGE SEX DR'S NAME WAITING
TIME
CONSUL.
TIME
TOTAL
TIME
(IN MINS) (IN MINS) (IN MINS)
17017980 ATMA RAM 71 M DR
AGARWAL
40 9 49
15004044 KIRAN 35 F DR
AGARWAL
89 9 98
16032138 LALLAN 69 M DR
AGARWAL
74 5 79
15006715 ARJUN 60 M DR
AGARWAL
78 4 82
12048269 RAM UJAGIR 71 M DR
AGARWAL
75 9 84
18021554 AYUSH
YADAV
10 M DR
AGARWAL
77 9 86
17000339 MANOJ 48 M DR
AGARWAL
75 4 79
14011336 TAHIRA 64 F DR
AGARWAL
75 4 79
17007758 RAJDEI 80 F DR
AGARWAL
19 8 27
18019530 ANSHUL
BAJPAI
19 M DR
AGARWAL
26 7 33
16010574 HAUSALA 52 F DR
AGARWAL
61 8 69
18021313 SAVITRI
DEVI
80 F DR
AGARWAL
64 12 76
14007731 HARSH 38 M DR
AGARWAL
62 6 68
18015095 ANJU SONI 37 F DR
AGARWAL
14 9 23
16011433 LALLAN
ANSARI
43 M DR
AGARWAL
77 8 85
18020266 NIRMALA
DEVI
60 F DR
AGARWAL
75 5 80
14018771 AKHAND 23 M DR
AGARWAL
75 9 84
16048595 SAMSUDDIN 70 M DR
AGARWAL
75 11 86
14015378 SEEMA 25 F DR
AGARWAL
78 8 86
18022303 RABIYA 66 F DR
AGARWAL
127 10 137
TOTAL 1336 154 1490

42.
42
AVERAGE 66.8 7.7 74.5
DEPARTMENT AVERAGEWAITING AVERAGECONSUL. AVERAGE TOTAL
TIME(IN MINS) TIME(IN MINS) TIME(IN MINS)
ORTHOPAEDICS 82.05 4.85 86.9
NEUROLOGY 168.3 20.3 188.6
INTERNALMEDICINE(DRSUNIL VERMA) 87.85 7.7 95.55
CARDIOLOGY 55.5 6.15 61.65
INTERNALMEDICINE(DRSWADHESH ) 103.15 8.8 111.95
RHEUMATOLOGY 84.35 6.15 90.5
ENDOCRINE 63.9 6.65 68.45
GYNAE & OBS 68.45 11.75 80.2
PAEDIATRICS 41.9 6.3 48.2
UROLOGY 44.95 8.25 53.2
PULMONOLOGY 66.8 7.7 74.5

43.
43
B). TIME AND MOTION STUDIES AT OPD PHARMACY-
 A sample of 100 patients is selected for data collection from OPD pharmacy.
 Sample represents the whole population.
 The data is collected in a format in which the time slots are given i.e.,-
 Time when the patient reaches the billing counter at pharmacy(T1)
 Time when the billing gets completed(T2)
 Time when the patient reaches the counter for dispensation of
medicines(T3)
 Time when the dispensation of medicines is completed(T4)
 Billing time(T2-T1)
 Dispensation time(T4-T3)
 Total TAT(T5+T6)
An sample sheet is shown below--

44.
44
The average was calculated after observation of 100 patients Which reveals
following results as—
 The average time taken for billing is 6 mins
 The average time taken for dispensation of medicines is 11 mins
 The average turn around time for purchase of medicines at OPD
pharmacy is 16 mins.

45.
45
C).OPD QUESTIONNAIRE SURVEY-
 A sample of 161 patients were selected for data collection from OP
department. All the respondents were taken from the patient who visited the
Sahara Hospital for the first time as well as follow up patient. Randomly select
the patient and requested them to fill the questionnaire.
 Sample represents the whole population.
 The data was collected and their demographic details were taken on the
questionnaire form which contained-
 NAME
 UHID NUMBER
 AGE/SEX
 ADDRESS
 CONSULTANT’S NAME
 CONTACT INFORMATION
 DATE
 SIGNATURE
The data is collected in a format as given below—

46.
46

47.
47
QUESTIONNAIRE FOR SAHARA HOSPITAL OPD FEEDBACKFORM
FOR PATIENTS
S.No. AREAS POOR AVERAGE GOOD EXCELLENT
1 RECEPTION ANDREGISTRATION
a. Language and Behaviourof staff 0 2 88 71
b.
Staff was able toresolve all the
Queries 0 2 86 73
c. Remarkon waitingtime atreception 0 1 88 72
2 CONSULATANT
a. Properexplanationof the disease 0 0 84 77
b. Properexplanationof the treatment, 0 0 84 77
c. Cost involvedinthe treatment expl. 0 0 84 77
d. Followup advice wasprovided 0 1 84 77
e.
Remarkon waitingtime before
consult. 13 17 69 62
3 LAB MEDICINE
a. Properexplanationof procedure 0 0 87 74
b. Technique of sample collection 0 0 86 75
c. Availabilityof reportson time 0 4 79 71
d. Remarkon waitingtime 1 3 81 69
4 RADIOLOGY SERVICES
a. Properexplanationof the procedure 0 0 76 70
b.
Assistance providedduringthe
proced. 0 0 75 70
c. Availabilityof reportsontime 0 1 75 69
d. Remarkon waitingtime 1 5 71 68
5 PHARMACY
a. Availabilityof medicines 0 2 76 68
b. Behaviourof staff 0 1 78 67
c. Remarkon Waitingtime 2 17 66 61
6 HOUSEKEEPING
a. Cleanlinessof waiting area 1 3 86 71
b. Cleanlinessof Washrooms 4 15 76 66
c. Availabilityof drinkingwater 0 0 87 74
7 SIGNAGES
a. Adequacyof the Signages 0 1 88 72

48.
48
INFERENCES
REASONS BEHIND LONG WAITING TIME IN OPD-
1). Some patients arrive too early for opd consultation (around 8:00 am-8:30 am)
which leads to long waiting time.
2).Some patients are missing when their names are announced for consultation
which leads to long waiting time.
3). Doctors sometimes have to attend patients in emergency department and ipd
due to which they have to leave opd area in between.
4). As there is no definite timings of ipd round ,it leads to long waiting time .
RECOMMENDATIONS-
1).Timings for ipd round should be clearly defined which would
gradually result in reduced waiting time for opd patients.
2).Patients should be well informed about their turn for consultation so that they
will be present when their names are announced.
3).Forpatients who arrive too early in hospital,they should be well informed about
their concerned doctor’sOPDtimings.
OPD FEEDBACK FORM INTERPRETATION-
PhysicalFacilities:-Under physical facilities building, ambience and lighting was
given good scoreof high marks by patients but regarding cleanliness of toilet and
sitting arrangement got few complains,so hospital should be focus on sitting
arrangement and cleanliness of toilet.

49.
49
Doctor Service:-
Under doctor service both questions got good score of higher marks but long
waiting time is a major concern so, focuss is required upon this .
Registration Services:-
Under registration services all questions got satisfactory score.
Pharmacy Service:-
Under pharmacy services all question got good score except the waiting time so,
hospital should focuss on it.
OBSERVATION-
PersonalCare:-
 Hospital has a policy to receive patients from main entrance lobby.
 Wheel chair and stretchers with hospital attendants care readily available at
the main entrance for transport of patients who are vulnerable and difficulty
in walking.
Guestrelation executives:-
 The Guest relation executives are well dressed, well trained, well educated;
behave politely with patients, eagerness and having good communication
skills.
 Answer the queries of patients and attendants properly.
Infrastructure:-
 Good ambience, soothing environment, centralized air condition facility.
 Large waiting area with sufficient number of chairs.
 Various standees and boards are present in OPD area for education of
patients and his/her attendants about rights of patients and about various
other diseases.
 Clean washrooms and OPD areas.

50.
50
 Facility of drinking water.
 Television and reading materials are present in OPD area for entertainment
of patients at the waiting area.
 Suggestion boxes are installed in different areas of OPD, for the purposeof
improvement in services.
Doctors:-
 Doctors are very courteous towards patients they listen to the complaints of
the patients in a patient manner.
 Properexplanation and counseling about the disease and treatment plan is
provided by the doctors to the patients.
 Patients are delighted after their consultations with the doctors.
 Doctor’s chambers in OPD areas are well equipped with all the facility of
physical examination and comfortable patient assessment.
Diagnostic services:-
 It is located in approachable premises from OPD.
 All diagnostic services are present under one roof, in a separate diagnostic
block.
Pharmacy:-
 Pharmacy is located in a approachable premises.
 The facility of queue management by issuing a token number is present.
 The billing and dispensing areas are separated to avoid overcrowding.
 Hospital has a designated pharmacist for patient education regarding
medication and food & drug interaction.
Security personnel:-
 They are placed in all over the hospital.
 They provide security to hospital staff, patients and his/ her attendants.
 They are regularly trained for improvements of services.

51.
51
 Mocks drills related to security department are conducted on a regular basis
to improve the performance at the time of emergency code.
Recommendations-
 Obs & Gynae deaprtment should be however situated at the ground floor to
specially comfort antenatal cases.
 Drinking water facilities should be situated at a distance from washrooms to
avoid hospital induced infections.
 Timings of doctors should be properly scheduled to prevent long waiting
time of patients.
 Washroom on the ground floor should be cleaned in periodic intervals to
avoid discomfort to the passers as majority of opd are present at ground
floor like neurology , cardiology , orthopaedics etc
 There should be a small help desk to solve queries of the patients and their
relatives.
 Siting arrangement at the ground floor should be properly managed to avoid
standing queues.
 To avoid long waiting time ,junior consultants should be employed to look
after to the patients before the arrival of senior consultants which would
result into increased satisfaction of patients.
SUMMARY AND CONCLUSIONS
Thus the major requirements of out patient department are:
 Patient registration with complete information of the patient.
 Check doctoravailability.

52.
52
 Consultation reminders need to send to patient on periodical basis, through
various modes like telecal, SMS, e-mail etc.
 Having improved the situation at one bottleneck, others may emerge as rate
limiting steps in the patient journey. Bottleneck management is, therefore, a
process of continual improvement.
 In case when there are more patients in waiting area of OPD then the seats
are not enough specially on the first floor. There should be more seats for
patients in the waiting area.
CONCLUSION-
Sahara hospital is a tertiary care hospital in lucknow. Although many
hospitals are there in lucknow including SGPGIMS , Ram Manohar Lohia
Hospital , KGMC , Civil hospital and many small hospitals but Sahara
hospital is one of the big hospitals in North eastern U.P.Thepatient from all
over the east U.P come to sahara hospital for treatment as it has all the
specialities that SGPGIMS has like Rheumatology , plastic surgery ,
oncology etc.It is one of the full fledge hospital with large patient flow.The
literature on patient satisfaction examines determinants of patient
satisfaction and methods and tools for measuring it in a variety of clinical
settings. While patient satisfaction is a conceptthat is difficult to measure. It
can provide a method by which problem areas can be identified and
improved and patient safety calculated.. Frequent patient satisfaction survey
reports were found to be important in changing practices. Patient satisfaction
is the essential indicator that reflects the service quality at any level of health
services. Sahara Hospital had conducted , several methods to improve their
own service quality.
LIMITATIONS OF THE STUDY:
 The study was concerned with only outpatient department.
 Sample size may be insufficient., so it does not include details of other
department.
 Study was done for short duration

53.
53
LITERATURE REVIEW
A literature review is a text of a scholarly paper, which includes the current
knowledge including substantive findings, as well as theoretical and
methodological contributions to a particular topic. Literature reviews use
secondarysources, and do not report new or original experimental work.
Types of literature review:
Most often associated with academic-oriented literature, such as a thesis,
dissertation or peer reviewed journal article, a literature review usually precedes
the methodology and results section. Literature reviews are also common in a
research proposalor prospectus (the document that is approved before a student
formally begins a dissertation or thesis). Its main goals are to situate the current
study within the bodyof literature and to provide context for the particular reader.
Literature reviews are a staple for research in nearly every academic field.
.
BIBLIOGRAPHY:
 www.saharahospitals.com
 www.Wikipedia.com
 Jd. Kunder
 Case studies
 Google images