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Submitted to :-
Submitted by :-
Ms Gurpreet Kaur
(HOD) Lovely Professional University
Infrastructure
100 bedded facility infrastructure offers :OP & IP department PHPs (preventive healthcare programs) OTs (Operation theaters), Cath Lab, ICUs, HDU, Ambulatory Care. Blood Bank
Endoscopy
Oncology Day Care Dialysis 24 hrs. Pharmacy 24 hrs. Lab Services
5. Fluoroscopy
6. Mammography 7. Bone Densitometry 8. Ultrasound etc.
METHDOLOGY
Evaluating Planning and Organization of OPD department which would highlight feature like location, equipment, etc. Interaction with the staff for knowing working conditions in the department. Policy and Procedure related to organization structure, staffing pattern, working hours, OPD timings, etc. Interaction with 100 patients through questionnaires to assess quality services provided by the department, Interaction with the staff through questionnaire. Analyzing all the data.
Observations
Outpatient Department in Johal Multispeciality hospital, Jalandhar is located on the ground floor to the extreme right end from the main entrance. It is very well visible from the main road. LOCATION
PUBLIC ZONE
Medical Staff
Psychiatric
Neurology Neurosurgery Gynecology Nephrology Orthopedic Ophthalmology
1
1 1 2 1 2 2
1 1 2 2 1 2 1
Gen surgery
E.N.T
Nursing Staff
Consultants Chamber Cardiac Unit 2 2
Ancillary Staff
Radiographer, Laboratory ECG Technician Front Office Cardiac Unit 2 2 2 2 2
Clerical Staff
Registration 1
Billing
Report Collection Record room Pharmacy
2
1 2 6 (2each in 3 shifts)
OPD TIMINGS
In Johal Hospital, OPD timing have been kept from 8:00 am to 2:00 pm All OPD services are available 6 days a week. Cardiologist Gastroenterologist Neurologist Nephrologist Orthopedic surgeon Gynecologist General Surgeon Available on call also
Urologist
REGISTRATION
WAITING
IPD
X-RAY
LABORATORY
DIAGNOSIS
PHARMACY
MOT/INJECTION/DRESSING
REVISIT FEE
FILE PREPARED
CARDIAC UNIT
IMAGING DEPARTMENT
IPD ADMISSION
DIAGNOSIS
TREATMENT
HOME
Age Group of Patients Maximum number of patients coming to the OPD are of the age group of 4660 years and very few in the age of 0-15 years and 16-30 years. The trend clearly shows that a lot has to be done to educate more people below the age of 15 years to avail the OPD services of the Hospital
Age Group
60 51 50
40 0-15 years:1 30 29 16-30 years: 5 31-45 years: 29 46-60 years: 51 20 14 10 5 1 0 No.of patient 60+ years: 14
Level of satisfaction Patient were asked if they could find their way inside the hospital with the help of the signage, 75% of them said that they had no problem. Most of them were satisfied with the parking facilities and the seating arrangements but the only problem common to many of the patients and their relatives was with the refreshment and eating facilities. Most of them complained about the food being very expensive and unavailability of food stuff other than the bakery items. They even complained of stinking toilets and water on the floor.
Satisfied Not satisfied
Seating arrangement
84
16
37
63
Parking facilities
62
38
Directional Signs
75
25
20
40
60
80
100
120
Adequacy of staff Data reveals that the receptionist sends the patients to the right consultant according to his/her ailment. One of the major issues of concern is that, that at a number of occasions the consultants are not present in their chambers during OPD hours. 62% of the patients said that they have to wait for the consultant. There was a mixed response from patients when asked about the sufficiency off clerical staff, 56% said yes and 46% said no.
100 90 90
80
70 60 50 40 30 20 10 0 10 38 62 54 46 Yes No
Behaviour and attitude of doctor and clerical staff Patients and their relatives were all praises for the courteous nature of the doctors and their pleasant and warm nature. They were satisfied with the nature of the clerical staff. Some of the patients wanted them to be a little more polite and helpful.
Behaviour and attitude of doctor and clerical Staff
60 50 No. of Patients 40 30 20 10 8 30 20 39
53
50
0
Polite Satisfactory Fair
Doctor
Clerical staff
Status of the doctor Updated The staff would update the timing of the consultant regularly
Status of the doctor Updated
Reasons for opting for this hospital Varied answers were given. Many of them said because of highly qualified doctors and either advised by friends and relatives or referred by other doctors
Willingness for next visit Patients are very happy with the services provided by the hospital as 69%, when asked, if they will visit this hospital again, said yes. Very few said that they were not sure if they will come again to this hospital.
Willingness for next visit
5 15
80
Age Group of staff in the OPD It was found that the staff working in the OPD is very young, most of them below the age of 30 years. As they are young, they are full of enthusiasm and eager to learn more.
Age Group
60
55.5
50
38.8
40
30
20
5.55
10
Job Satisfaction The data reveals that maximum number of the staff is satisfied with their job. The staff not satisfied with their job complains of high work load due to deficient staff, low pay scale and less scope of
promotion.
Job Satisfaction
22
YES 78
NO
Records Maintained
OBSERVATIONS
Only one record room available in the OPD, but due to increase in the flow of patients day by day patients have to spend more time in waiting area. After 2 pm most of time staff are not available. HIS are attached with the UPS ,sometimes due to electricity problem systems stop thereby causing delay .
RECOMMENDATIONS
One more record room should be added in the OPD, to reduce patients waiting time at the OPD,
Recommendations contd
Sufficient number of staff should be present at the reception so that they can cater for more and more patients at the same time. The toilets should be clean, hygienic and should not stink. An OPD counselor should be present in the OPD for providing medical and social counseling of the patients. Some basic guidelines should be mentioned on the ground floor like :-12 yrs and below children not allowed in the SICU, MICU etc. - Flowers are not allowed with the attendant of the patients. -Visiting time should be mentioned.
Doctors timings of rounds, conference, meeting etc except in case of emergency, should not clash with OPD timings, so that they are fully available during the OPD working hours, thus reducing overcrowding of the patients in the waiting area.
Conclusion
Despite the short comings Johal multispecialty is one of best Hospital providing best healthcare at affordable cost The Hospital holds State-of-the-Art Operation Theatre at Par with International Standards. Johal Multi Specialty Hospital i provides the best quality medical care and services to their patients in a consistent and ethical manner, keeping abreast of changing technology as well as ongoing research and developments offered in the various specialties. The Hospitals medical staff are of the highest caliber and provides a multi disciplinary care team approach The use of Latest state-of-the-art technology enables patients to be fully diagnosed and treated under one roof in a caring and friendly environment
Thank you