With over 800 patient attendances, the manual registration process has manyproblems. First of all, the queuing time for quota is long. Patients would have toqueue up for General Outpatient registration done by counter staff. For registration,patients would submit their identification documents and counter staff would thencomplete the registration procedures by writing down their names, General Outpatientnumbers in a form. Then, the counter staff will assign consultation rooms and queuenumbers accordingly and all these information will be put down in a queue ticket.Since the manual registration is not efficient and the patient load is high, especially in themorning, the queuing time may take as long as 4 hours.Secondly, patient is unclear about the quota status and queue status inconsultation room. Since the quota is limited for both the morning and afternoonsessions, patients at the waiting hall and at the end of the queue would not know thequota situation. They could only line up to see if they could obtain a queue ticket.Moreover, after receiving the queue ticket, patients did not know the serving number atconsultation room. As such, patients are crowded in the waiting area waiting for thenurses to call them.Thirdly, the patient list is required to send by facsimile to the medical recordstore located at another floor for records retrieval. As the patient volume is as much as800 per day, the counter staff member has to repeat the facsimile process frequently.Fourthly, there is lack of management information for service monitoring andreview. Since registration was done manually, it was not easy to obtain patientsattendance records. As such, it was difficult to conduct utilization review.Furthermore, queuing time information was not available for future planning of services.
Taking into consideration of the above problems, we analyzed the workflow of GOPD registration. After the study, we found that the registration process can bere-engineered in such a way that application of computer can replace manual work (Appendix I). After re-engineering the registration process, we introduce a simplebarcoding technology so that patients can make registrations by themselves.In order to cope with the functional need for the benefits of patients, theAutomated Registration System is designed to streamline the registration process,provide more user-friendly information to patients both waiting for the quota and waitingoutside the consultation rooms, and finally, to provide management information forservice review. The logical connection diagram is showed below: -