BOTTLENECK

ANALYSIS
OF FRONT DESK
 I. FRONT DESK (NEW BUILDING)
 One queue for new registration
 Second queue for revisits (With & Without prior booking)
 Lab reports except for Nephrology given here
 Good ambience
 Good spacing
 No token system
 Perfect couches & TV
 No serious delay in queues

II. FRONT DESK (OLD BUILDING)

 New patient registration
 Revisiting patients (With & Without prior booking)
 Lab reports except for Nephrology given here
 Token system used
 Meet and greet staff present

BOTTLENECKS I Observed are as follows:

1. The current Token System is not catching the attention of the incoming patients
Token system is unfortunately not seen by most of the patients who comes through both sides of
the entrance. Most people loose time due to it & moreover queueing system gets a bit
complicated with patients getting crowded unnecessarily.

2. Reports desk doesn’t have a permanent front office staff

On some occasions, I observed patients waiting to get their lab reports either on their way OUT
or their way IN to their respective doctor’s room.
Also, the patients who wants to book in advance for their next visit keep barging on, every queue
they find not busy. I think a permanent staff at reports desk can also handle this advance booking
facility.

3. Absence of professional office attire

For some reason, I find it astonishing that all hospital staff except Front desk employees have
Uniforms. It seems a bit unprofessional since they are the first line of staff representing the entire
hospital.

1
Female front desk employees are not even wearing Sarees or any sort of formals. Even men, for
that matter are not wearing their shirts full sleeve.

4. The meet & greet system not effectively implemented

The staff who stays at the entrance not always easily spotted by the incoming patients since they
are in plain clothes & not in official attire. So, guiding the incoming patients doesn’t happen
effectively sometimes.

5. POS machines not sufficiently available in working condition sometimes

A maximum of 1 POS machine is used by all 3 staffs simultaneously which delays the queue a
bit more than necessary.