1. Narayan Satyal

2. Medanta- The Medicity BLK Hospital

3. Saket City (Max Smart
Hospital)
Indraprastha Apollo
Hospital

4. • Help desk at the main entrance of the hospital
• Easy communication of visitors with patients and
hospital staffs through free phone
• Easy accessibility to all the OPD departments
through dedicated lifts and staircases
• Delegation of work among the hospital employees
• Well written Standard Operating Procedure for all
the employees of every levels
Out Patient Department

5. • Separate billing counters for each OPD department
on different floors
• Digitalized medical record storage
• Infection control procedures
• Continuous cleaning of the major public areas
• Separate lifts for patients, visitors and hospital
staffs

6.  Free dental and ophthalmology
booths in the OPD premises
 Screening of patients before
seeing the senior consultant
by a MDGP for the effective,
efficient, and timely treatment
of the patients
 Educational posters in all the
areas in the OPD, elevators,
corridors etc.
 Proper numbering and
placement of signs and
symbols to reduce confusion
for the patients

7.  Registration forms to be filled by the patients
themselves regarding the demographic
information
 Billing of each patients for multiple counters
after registration
 Separate nursing station for each consultants
with a vitals room for taking all the vitals and
allergies (if any) of the patients

8.  Maximum 15-20 patients for each consultants
due to the better screening and filtering of the
patients
 Systematic flow of the patients inside the
hospital because of easy to understand and
readable signs and symbols
 Clean and hygienic restrooms for male, female
and differently-abled persons in every OPD
departments
 A separate lounge for all the international
patients with separate billing and reception
areas.

9.  Separate reception for billing and registration
purposes
 Presence of round the clock consultants for
different physical and surgical departments on
on-call basis
 Emergency department in close proximity of
the operation theater, radiology department,
and ICU
 Provision of triage area and all the essential
emergency drugs for the systematic handling
of the patients in case of any disasters

10.  Presence of separate area for IPD billing,
admission, counseling, discharge, cashier,
TPA, and estimation desk
 IPD billing area located in close proximity to
the pharmacy
 Admission and discharge counter open from
9 to 5
 Billing counter open 24*7
 Strict rules for visitors; only one visitor
allowed and no food, fruits, cards, and other
such stuffs allowed

11.  Well managed and systematic segregation of
wastes inside the hospital for generating
income from it
 A system of rewarding and motivating the
different types of employees in the hospital
for their better performance
 Proper dress code provided to all the clinical
and non clinical staffs working in the public
areas

12.  Quality of service
 Quality in delivering that
service
 All the internal as well as
external stakeholders must
be aware about this

13.  Education, motivation and training to build a
sense of commitment as well as to reduce
employee turnover rate
 Linking reward with performance
 Zero defect day (Kaizen Day)
 Sunrise meeting everyday
 Consisting of the Chairman, chief administrator,
medical director, and head of different
departments
 15 minutes daily
 Share problems and come for innovative
solutions through brain storming

14.  Cause we play with the
life and death scenario
and there’s no second
chance to correct the
mistakes done
 Doing right things for
the right first time
 Formation of quality
improvement team
 Periodic quality
measurement

15. • Provision of appointment from the hospital
website and other social networking sites
• Proper screening of the patients coming to see the
OPD patients according to their requirement
• Proper implementation of the provision of on call
neurosurgeon and a neurologist for seeing the
neurosciences related patients during any time in
the day
• X-ray, CT and lab reports dispatch counter to be
present separately in their respective departments

16. • Proper SOP for each and every employees in
the hospital
• Proper chain of command and hierarchy of
authority along with strict rules and
regulations to be followed by everyone.
• Proper dress code to any employee who is at
work as part of his/her regular duties and is
representing the organization to the public.
 Proper protocol for the patients coming to the
procedure room

17.  Sense of unity and common mission towards
the betterment of the hospital
 Proper communication to all the hospital staffs
about the philosophy, mission and vision of
the hospital
 Appropriate performance evaluation of each
employees and the necessity of rewarding the
employees according to it