Business Process Flow

Business Flow Details

Once call center will get leads

they should take details of
Call center the patient , Walk-ins Referral's
Appointment scheduling
,rescheduling and doctors
Slots should be provide to
availability information walking patient according to
OP sec should assit
should be provided the availability
Appointment and explain about the
availibility and
Before scheduling department of the
Appointment scheduling appointmnt Doctors
availibility and time Patient’s details should be consultant and assist
should be varified varified, if patiet is already them for billing
Appointment Reminder Registration/UHID having UHID they can be
sent to billing counter
Doctors availibility should be re-
chacked,in case of anychanges it
should be informed and re-
schedule.
Appointment reminder should be Billing and OPD card generation
sent min 2 hour before time. Tnasaction should be varified,in case
of upi/online transfer or card payment
before generating OP card,
previous due or error should be
Op secretary should inform all the checked and informed
appointment to concern Doctor,if any OPD Desk
changes, it should be immediately
informed to front office manager

Requesition for the
investigation should be
directry shared from the opd
to billing department
Advice Investigations
Yes
Assistance in Billing
Time taking Swift Investigations
Investigations
OPD Desk
Lab Cordinator should keep
track on sapmle progress to
avoid errors or delay
Physician Room
Patient feedback can be
recorded
Advice Admission Pharmacy
In case of elective case
counceller should check Exit
availibility of slots and
consultant
then they should co-ordinate
with patient
Admission Counter Admission manager should
varify the documents,
after the Billing sample availibility of beds and
cllection should be done coordiante with treating
by qualify paramedics to consultant
avoid any errors
 Mode of the Payment
Paying
Counselling regarding
packages amount and duration
should be provid
Estimation
Estimation should be well
explained to patient,
it should be well co-ordinated
Bill with treating consultant
Admission Leakage
Admission counter All the require documents should be
should be followed-up
Credit Credit approval latter's
Insurance
should be submitted to
credit manager
Credit Manager
TPA desk Details should be collected like Credit manager should varify
Doctors note, the Documents,
insurance card,ID card,other in case or any error patient
supproting Documents /attender should be informed
Approval latter Credit approval latter
collected including
Doctors note, investigation reports,
estimation ,bills ,approval letters,
Consent Form
Co-ordiation with ward incharge
regarding availibility of bed and
support system
Ward Shift
 Ward Shift After shift nurse should assigned, concern
Consultant should be informed,treatment
should be recorded in case sheet

Update on system
Before discharge, intimation should be given
to all the concern department. patient and
their attender should be councelled.case
sheet should be checked, bill auditing should
Discharge be done.
explaination should be given to
patient/attender regarding bills

Exit
 Patient Follow-ups

OPD IP Discharged Leakage

Calls should be made Doing good Not well OP Admission Investigations

before re-visit date
Patient should be follow-up,
Reminder for Assistance Appointment patient If require Discounts coupon
assitance should be provided
next visit date For hospital visit not turned -up or free services should be
Appointment should be in case of any query patient
offered for healthy relation
scheduled Call should be made and should be councelled by cncern
with patient
assistance should be person
provided

follow-up will help to understand the

patients pain point and actual patients
feedback, satifications
 DMAIC

Control Define

Improve Measure

Analyse
 DMEMO

DEFINE

OPTIMIZE MODEL

MONITER EXECUTE
 Kiazen Continuation Improvement and fast result

JIT Just In Time

poky yoke Error prevention

5S Short- Set in process- shine- Standrize- Sustain

 SIPOC

Supplies Inputs process output customers

Patient Prescription Medicine Patient education Patient,doctor,family