Sl.

# Activity Responsibility
1.0 At the Main Reception Help Desk
1.1 Patient enters hospital seeking guidance as to directions Reception Help
to various facilities, Out Patients’ appointment, Desk Executive
investigations, etc. Patient directed to appropriate facility/
person.
2.0 Hospital enquiries by Telephone
2.1 Patient calls and asks for the appointments, general Hospital
information, OPD timings, diagnostic procedures done in Telephone
the hospital, executive health check-up, charges, etc. exchange
2.2 The call is transferred to the concerned person who then Main Reception
gives the relevant information to the caller by phone. For Help Desk, OPD
e.g. Executive,
 Infrastructure in hospital, Doctor’s
 Charges for procedures, secretary,
 Clinical Facilities available in hospital, Doctor, etc.
 Doctor’s and Consultant’s details and their visiting
time,
 Specific appointments,
 Discussion with treating doctor, etc.

3.0 OPD appointment scheduling

3.1 Person calls by telephone to fix appointment for an OPD OPD Executive
consultation with a hospital doctor.
OR
Doctor requests a time slot for a particular patient from
his secretary who then communicates this to the OPD
executive and then the appointment given

Necessary guidance is given based on the referral

guidelines present –
 The OPD consultation rota giving information on
consultant availability by specialty

3.2 The specific consultant’s appointment list is checked, OPD Executive

and an appointment is provided based on this data, also
keeping patient’s convenience in mind.
3.3 Person is also advised to report to hospital at least 15 OPD Executive
minutes before the appointment.
The appointment details are then fed into a database or
register. If it is the patient’s follow up visit, then patient’s
ID number is also noted.
4.0 Appointment scheduling for follow-up patients
4.1 A follow up patient calls hospital and directly asks for Patient / OPD
OPD reception desk. He then asks for appointment to Executive
be fixed with his particular consultant for follow up and
gives his patient ID number.
Sl. # Activity Responsibility
4.2 Discharged patients call the hospital a day before the Patient/ OPD
appointment needed. The appointment time is checked Executive
against the OPD consultants’ rota schedule, and also the
list of patients already registered.
4.3 The appointment time is also reconfirmed with the
concerned consultant and then communicated to the
patient.
5.0 OPD Registration
5.1 Based on the knowledge of what doctor and specialty OPD Executive/
the patient has come for, patient asked to fill a Registration
registration card - format # F01/ ADM (DOP). The patient Desk
data is fed in to the System; a unique patient ID number
is generated along with an OPD Registration Card, and
fee slip for registration and doctor’s appointment.
5.2 After registration, the patient is asked to make payment OPD Executive
for Doctor’s Consultation or investigation at the billing
counter (attached to the registration desk).

5.3 The patient makes payment - Payment Slip F03/ADM Billing counter
(PS).
5.4 After payment, patients who have come for diagnostic OPD Executive
tests are directed to related departments for e.g.
Pathology, Radiology, Blood Bank, Executive Health
Check up, etc.

5.5 Appointments are scheduled in advance for Department

investigations needing some preparation from the Executive
respective departments.

6.0 Doctors’ appointment/ Meeting

6.1 For new patients for doctor’s appointment, a patient file OPD Executive
is generated and the registration card and payment slip
attached to the patient file – patient details are written on
the patient file.
6.2 Follow up patients by pass registration. Appointment OPD Executive /
time given is checked against concerned doctor’s OPD Cashier /
scheduling. On confirmation of the appointment and Orderly
availability of doctor, patient is asked to make OPD
appointment payment and directed to the specified area.
Requisition slip is sent to Medical Record Department
(MRD) for patient’s old file based on the unique ID
number generated during previous visit(s).
Sl. # Activity Responsibility
6.3 Patient given a serial no. on first come first serve basis. OPD Executive
Patient is made comfortable in the waiting area and
other information related to the hospital is given to them.

Patients with previous appointment given priority.

Any delay in the appointment due to doctor being
involved in an emergency is also communicated to the
patient.

6.4 Doctor informed about the patient who is then sent to the OPD Executive
Consultant’s chamber as per the serial number.

6.5 Patient’s arrival recorded in the doctor’s OPD register Doctor’s

with details of patient name, ID number, referral if any, assistant /
and time of arrival. Resident /
Student nurse
6.6 Patient details, illness history, presenting complaints and Resident
symptoms are noted. /Consultant
doctor
6.7 Systems’ examination done and provisional diagnosis Consultant
made, investigations suggested for confirmation of doctor
diagnosis.
6.8 Most times, initial medication written to cover immediate Consultant
symptoms of patient. doctor
6.9 Based on any reports / diagnosis, patient is educated Consultant
and briefed by doctor who records the follow up activities doctor
like referring for laboratory test / radiology/ or prescribe
treatment.
Investigation requisition forms filled and given to patient.
(For the laboratory / radiology investigations process,
refer Laboratory and Radiology processes in QP/ DIG/
01 and QP/ DIG/ 02)
6.10 The above details are noted in the patient’s case file and Consulting
a duplicate copy given to the patient. Doctor
6.11 Based on the condition of the patient treatment plan is Consulting
finalized and final list of medications prescribed and doctor
patient sent home / advised.
Based on the condition of the patient and investigations,
patient can be advised admission for medical or surgical
treatment.
(refer OPD admission process QP/ ADM/ 04)
Sl. # Activity Responsibility
7.0 Pre scheduling follow up appointments
7.1 Cases where follow up visit is advised, the same is Consulting
written in the case file and shown to the OPD Executive. Doctor
7.2 Patient is given the date and time of appointment after OPD Executive/
the doctor’s OPD schedule and list of appointments for Consultant
that day are reviewed. This is entered in patient file/ doctor
doctor’s prescription.
8.0 Nursing process in OPD
8.1 Vital signs are taken in the OPD in the absence of a OPD Nurse
resident doctor
8.2 Examination of a lady patient in the absence of another OPD Nurse
female – student nurse called for support
8.3 Treatment / dressing room in the OPD, also used for OPD Nurse
administering injections, etc.
9.0 Doctor’s meeting with Patient Relatives
9.1 Patient’s relatives wishing to meet the concerned OPD Executive
treating doctor to discuss patient’s treatment and
progress are also given time during OPD hours to meet
the doctor.
10.0 Other OPD Admin Responsibilities
10.1 Maintenance of Doctors’ OPD Consultation registers OPD Executive
(Format) and getting them signed after the OPD.
10.2 Allotment of OPD days, timings and slots to the doctors OPD Executive
according to chamber availability.

10.3 Records of complimentary registration and empanelled OPD Executive

companies registration.
10.4 Patient problems are brought to the notice on the OPD Executive
Medical Administrator for trouble shooting.
F Records Generated
OPD patient appointment schedule
Help Desk / Receptionist guidelines
OPD consultants’ schedule
Doctors’ Consultation Register
Registration form for O P D Patient
F01/ADM(DOP)
Patient History Diary F02/ADM(
PHD)
Payment Slip
F03/ADM(PS)
Patient case file
Doctor’s prescription
Laboratory investigation requisition form
Sl. # Activity Responsibility
Radiology investigation requisition form
G Associated Processes
Laboratory / Radiology Examinations Process
QP/DIG/01, 02
OPD admission process QP/ ADM/ 02, 03