ision 2020 e-resource team The Issue Features... Outpatient Management Vol. 4 No.

11 November 2007 Introduction Outpatient Examination Process Layout Models Resource Planning PROCESS - Waiting Time Communication Employee Behaviour Ambience Health Education Application of it Patient Friendly OPD Featured Website Talk To Us

Introduction All patients get their first impression of the hospital from the Outpatient Department. It has been described as the first point of contact between the hospital and community and which, in many instances, can make or mar the reputation of the hospital. The importance of the Outpatient department lies in the following:

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An outpatient department is the first point of contact with the hospital and the entry point into the healthcare delivery system. It is an inseparable link in the hierarchical chain of healthcare facilities It contributes to the reduction in Morbidity and Mortality Its a stepping stone for health promotion and disease prevention It helps reduce the number of admission to inpatient wards, thus, conserving scare beds. It acts as a filter for inpatient admissions, ensuring that only those patients are admitted who are most likely to benefit from such care. Its the shop window of the hospital.

Goto Top Outpatient Examination Process "One of the most frequently heard criticisms of the hospital is the prolonged and seemingly interminable waiting a patient is subjected to at various stages of his visit to the outpatient department in front of the registration, at the doctors office, at the cashiers, laboratory, pharmacy and for and in between appointments. This is annoying to patients and bad public relations for the hospital. Large numbers of patients attending clinics are not the only reason that makes people wait. Incompetent and inadequate staff, cumbersome and time consuming procedures and forms, poor design that has not taken into account, the circulation and workflow in the department are some of the process that contributes to this malady. There is no denying the fact that things can be better. Hospitals should study the problem. Expeditions handling of workable and efficient system and record completion and transportation contribute to the efficiency of staff and satisfaction of patients."

PRIMARY EYE EXAMINATION PROCEDURE Abstract: Model of a Primary Eye Examination Procedure

SCREENING PROCEDURES IN OPHTHALMOLOGY Abstract This article deals with screening procedures in ophthalmology. It also highlights about various Types of Screening camp.

OUT PATIENT EXAMINATION, REFRACTION AND GLASS PRESCRIPTION PROCEDURE Abstract This protocol introduces the standard procedure for Refraction, history taking, guidelines for prescription, Slitlamp, Biomicroscopy etc. as a complete tool to follow.

ESSENTIAL COMPONENTS OF PRIMARY EYE CARE Abstract This article focuses on the Clinical service component and Eye health protection and promotion component of community eye health services. It also describes that the

essential elements of primary eye care that should be determined by careful study providing a community diagnosis, based on an epidemiological approach. This study lists the community eye problems in order of priority.

TEST DISTANCE VISION USING A SNELLEN CHART Abstract: This article describes in detail about the eye screening procedures using E-chart.

OPHTHALMIC PRACTICE Abstract: This article briefs some eye health procedures like How to instill eye drops, How to apply eye ointment, How to stain the cornea and the medications followed by the eye health workers during ophthalmic practice.

OUT PATIENT PROCEDURES ARAVIND EYE CARE SYSTEM Abstract: OPD Procedures followed in Aravind Eye Hospital, Madurai.

PRIVATE PRACTITIONER MODEL OF EYE EXAMINATION PROCESS

BUSINESS GUIDELINES FOR A SUCCESSFUL OPTICAL DISPENSARY Abstract: This article briefs about the resource need for setting up and operating an optical shop. This article describes the management techniques to be handle to render effective service to the customers.

TEST DISTANCE VISION USING A SNELLEN CHART Abstract: This article describes in detail about the eye screening procedures using E-chart.

OUTPATIENT DEPARTMENT OPHTHALMOLOGISTS

ROYAL

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Goto Top Layout Models This section consists of few resources which helps you to design the layout of eye hospital.

ARAVIND EYE HOSPITAL, THENI

CIRCULATION IS CRITICAL TO HOSPITAL FACILITIES PLANNING

BASIC EYE CLINIC LAYOUT NHS Abstract Planning criteria for an Eye Clinic. Different design considerations and Space determinations are focused.

QUALITY CATARACT SERIES - ARCHITECTURAL DESIGN MODULE Abstract Architectural Design consists of examples and models, design principles such as hygiene, technology, function, community design, beauty, economic issues, and development process. This module is useful for several different architectural projects such as building anew facility on a new site, adding another building to the current site , acquiring an existing building and renovating it, renting an existing bilding and negotiating with the landlord to make changes to and redesigning and renovating the current building.

HOSPITAL INFRASTRUCTURE Abstract This article tells in detail about how to plan the hospital infrastructure to afford quality health care in tertiary hospitals of private sector. It also lists out the tips that could be considered in paving the effective infrastructure in the hospitals.

Goto Top Resource Planning Eye care providers in developing countries face issues different from there colleagues in developed countries including widespread poverty. Overpopulation, illiteracy, malnourishment, limited resources, and an imbalanced distribution (between urban and rural) of an already insufficient number of eye care professionals. The problem, therefore, must be dealt with by an optimal utilization of medical personnel and resources, in the most efficient and economical way possible. Utmost care must be taken for optimum utilization of the available resources as well as infrastructure.

PEOPLE DELIVER EYE CARE: MANAGING HUMAN RESOURCES Abstract The article points the need for developing an adequate number of well-qualified, well-motivated and equitably distributed eye health workers.

ESSENTIAL COMPONENTS OF PRIMARY EYE CARE Abstract This article focuses on the Clinical service component and Eye health protection and promotion component of community eye health services. It also describes that the essential elements of primary eye care that should be determined by careful study providing a community diagnosis, based on an epidemiological approach. This study lists the community eye problems in order of priority.

DETERMINING THE REQUIREMENT OF CONSULTING / EXAMINATION ROOM Abstract Online Tool for calculating the Number of Cubicles.

VISION CENTRE EQUIPMENT LIST Abstract Overview regarding various Equipment needed in Refraction area and OPD in a secondary eye care hospitals

EQUIPMENTS NEEDED FOR SETTING UP A SECONDARY HOSPITAL Abstract This worksheet gives you required equipments for a secondary eye hospital with the type, model, cost and location of the equipment etc.

AN INEXPENSIVE TOOL FOR ROUTINE FUNDUS EXAMINATION AT PRIMARY CARE CENTRES

STANDARD LIST OF MEDICINES, EQUIPMENT, INSTRUMENTS, OPTICAL SUPPLIES AND EDUCATIONAL RESOURCES FOR PRIMARY AND SECONDARY LEVEL EYE CARE SERVICES 2004 / 2005 Abstract The list has been produced to assist project managers and medical personnel who are involved in providing eye care services. It aims to cover the essential equipment, instruments and supplies for primary and secondary (district) level eye care.

INSTRUMENT AND EQUIPMENT MANUFACTURERS LIST Abstract: This worksheet gives you some of the Global Instruments and Equipments manufacturers with there address, website and the type of product they manufacture.

LVPEI VISION CENTRE Abstract: This article contains the background, Ne

LVPEI VISION CENTRE Abstract: This article contains the background, Need and Infrastructure required for starting an VIsion center.

TECHNOLOGY FOR EYE CARE TRAINING IN THE CARE OF EQUIPMENT AND INSTRUMENTS Abstract: This article discusses in detail about the maintenance of the optical instruments. Also this article provides a teaching guide for the methods, process and the steps taken to maintain the quality of improvement. This article also provides different equipment maintenance courses run by Aravind Eye Hospital to provide high quality ophthalmic service.

PROCESS

Waiting Time In an OPD, the majority of the complaints that any hospital receives will be on the prolonged waiting time. This often turns visible when the patient gets agitated and shouts at the staff for the delay in the OPD procedures. The patient will be arriving with pain and grief. Thus they will be in a less emotional quotient to perceive the duration of time they wait in the hospital without getting the final word on their ailment. The patient irritants can be avoided if the patients are provided with the probable time taken for various examinations. This will provide them with a pre assumption of the duration of entire OPD procedures before they get the final word on their ailment. This detail can also help in them in managing the time. For instance the patient can have their lunch if he finds that the laboratory test will take an hour, rather than skipping their meals.

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APPLICATION OF BPR IN HEALTHCARE Abstract: Examines the concept of patient-focused care and how it fits into hospital process re-engineering (Based on Business Process Re-engineering).

BENEFITS OF TOTAL QUALITY MANAGEMENT IN TATA MAIN HOSPITAL Abstract Case Study that illustrates how TQM has helped Tata Main Hospital in bringing

FACTORS AFFECTING NON-ATTENDANCE IN AN OPHTHALMIC OUTPATIENT DEPARTMENT

About Us Subscribe to Sitenews | Contact Us | Sitemap OUTPATIENT |CLINIC SCHEDULING A SIMULATION APPROACH Copyright to VISION 2020 e-resource. Develop

SIMULATION ANALYSIS FOR REDUCING PATIENTS OUTPATIENT DEPARTMENT

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REDUCING WAIT TIMES IN FIVE PRIORITY AREAS: CHALLENGES AND OPPORTUNITIES

MEASURING AND REDUCING WAITING TIMES: A CROSS-NATIONAL COMPARISON OF STRATEGIES

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OPD of the more educated empowered and demanding health care consumer was The role Management Software
further energized by the Internet, dedicated health channels on cable television, direct to OPD Management software module Aarogya can take care of many complex OPD consumer marketing, and cultural change. The changing role has been recognized by (outpatient department) operation. . A perfect software for hospital OPD covering multihealthcare consultants and futurists who have termed this movement healthcare specialty clinic and OPD operation, healthcare consumers is more from Registration, consumerism. As such todays Aarogya covers complete cycle information oriented. Patient need the Patient Case File, Doctor Appointment along with PrescriptionHence it is They History, accurate and adequate information within no matter of time. writing software. our responsibility to provide the information they ask for. As a power packed OPD software, Aarogya not only offers simple user interface for people AN ASSESSMENT OF THE QUALITY OF PATIENT INFORMATION to easily work with, but also makes it easy to get report to, as is provided with host of MATERIALS report modules such as Case wise registration report, Consultant wise registration report, etc. Be itmedical billing, medical scheduling, financial report generation, etc., Aarogya does SIGNAGE PROGRAM IN HOSPITALS fairly well in satiating the need of OPDs of contemporary world. The system covers Health Insurance and TPA tracking along with ICDX codes. The system Abstract is capable of scanning andthe signage so developed have also been presented, along with Few samples of storing Patient Records like X-Ray, Ultra Sound, Pathology and other diagnostic reports etc. the materials, layout, content and the costs involved for the the discussion on benefit of the readers. Out Patient Department Module can cater multi-specialty clinic. COUNSELLING Abstract: A separate issue on couselling was featured during January 2006. It covers all the aspects of counselling.

Communication

Employee Behaviour IMPORTANCE OF BODY LANGUAGE IN PATIENT COUNSELLING

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Abstract: Data Entry

This article focuses on Body language required for counsellors also it highlights OPD Registration Entry what body language should not be adopted by counsellors. New Patient / Old Patient Allocation of Patient unique Reg. No. A COMPARATIVE STUDY THAT TRIES TO POINT OUT HOW THE Patient Personal details and History EMPLOYEE BEHAVIOUR AFFECTS THE PATIENT SATISFACTION Payment (Cash/Organization) Medical Advice /Lab Investigation Details Medical Certificate OPD Charges Entry MOTIVATION, CREATING IDENTIFYING INCENTIVES AND Refund Entry ENABLERS, AND ENCOURAGING STAFF DEVELOPMENT OPD Pre-Appointment Entry (Date wise/Doctor wise) OPD Doctor Entry Abstract: Estimate for Treatment on how to enable staff to do the job well. It also tells how the This article focuses OPD Organization Billing staffs could me motivated to do their jobs well.

Reports

GETTING THE BEST OUT OF THE OPHTHALMIC NURSE IN GHANA

OPD Advance Receipt Printing Prescription Form Abstract: Registration Report This article describes that the ophthalmic nurses should be imparted more quality Areaknowledge and technical skills which in turn frees the hands of the wise Registration Report Department wise Registration managing common refractive errors and red eye ophthalmologists from Report Caseconditions and alsoReportup theatre time, allowing him or her to concentrate on wise Registration frees Consultant wise Registration Report the more serious cases and surgery. OPD Charges Report OPD Appointment Report DEVELOPMENT HUMAN RESOURCE OPD Pre-Appointment Report OPD Gender wise Report OPD Organization/TPA Register Abstract: Group wise Charges Report the need for Human resources in Eye care also it has a This article focuses on model Human Resource Structure for a Centre Serving 500,000 in India.

OPD (Out-Patient Department)

Management.
Ambience for creating Healing Environment Integral part of the a considerable amount of time waiting for various services in the The patient spends (HospiWare) frontis necessary to make the stay comfortable and pleasant. In order to hospital thus it desk module is OPDambience we should provide the lobby and waiting with an adequate provide a pleasing (Out-patient design in order to present a warm, cheerful and pleasant atmosphere with emphasis on Management) patient and visitor comfort. Sufficient waiting space both in the main lobby as well as in module,OPD should be provided with relaxing, caring and welcome atmosphere. the clinic registration process Need of decorating the waiting area with meaningful literature is essential as most of the patients and their relatives who wait outside the OPD feel insecure and are afraid of the consequences of the disease they are suffering from. Moreover the congregation of different categories of patients make the situation still more serious. Its is suggested that the hospital authorities must decorate Outpatient waiting hall can be easily adapted and utilised for medical education by suitable displays, including educational films or Goto Top

at a low cost. Imaginative use of colour and lighting is equally important. Aphorisms displayed artistically on the walls can be educative.

HEALING ARCHITECTURE

is initialized when a patient come to reception desk. New registration number automatically Abstract: allotted to patient based on hospital logic. In OPD moduleaffectsBilling/Cash mindset in The article depicts how the hospital ambience OPD the patients Collection/Patient contexts. different Information/Service provided like X-ray, Ultrasound, Medicine, etc with payment details can be done. wherein either after the basic registration of patient data OPD user can add all service REGIONAL HOSPITAL- to their records like, consultation; or COLUMBUS avail by particular patient AMBIENCE through the casualty / ER. All Data Abstract: or consultant details is accessible through OPD module of HospiWare of patient (HospitalThe importanceOPD patient friendly ambience in Hospitals - Columbus Regional Software) and of a user can do activity like Hospital Model Cash Management in OPD. Medicine ManagementTESTS BENEFITS IN GIVING COMFORT WITH CARE HOSPITAL STUDY in OPD. OPD Billing. OPD Service Management. OPD Inter/Intra Hospital Transfer Management. Advance Booking for admission rescheduling. INTERIOR DECORATION Counter linked OPD Admission activities. Detailed MIS reports of HospiWare OPD module convert the mined data into meaningful Abstract: decision-support systems to analyze utilization patterns, occupancyinvolved in providing a This article describes in detail about the various activates levels, performance audits etc. pleasing ambience in a hospital.
HORTICULTURE AND GARDEN MAINTENANCE Out-Patient Department (OPD)

The OPDAbstract:for patients walking in for the first time for check-up and treatment to is meant the hospital. The OPD functionsguideline foram to 04:00 pm (Monday Friday) and from This article provides a from 09:00 horticulture and details how gardening plays 09:00 amato 01:00 pm (Saturday & the fresh and hygienic atmosphereGeneral Surgery, vital role in maintaining Sunday). Various specialties like of a hospital. Medicine, Orthopaedics, Dermatology, Paediatrics, TB & CD, Ophthalmology, ENT, OBG, Radio-diagnosis and Psychiatry operate their different respective Units on different TRANSMISSION AND CONTROL OF INFECTION IN OPHTHALMIC days of the week. PRACTICE The patient walking into the OPD has to register at the OPD Registration Counter before being checked by the concerned doctor. Abstract: This article gives an overview of some common eye infections, causative If the patient is advised admission, the This is followed by anon issuancegeneral infection pathogens and spread mode. admission is provided outline of of a case-sheet at the OPD control principles with additional OPD card of the patient.for the patient needs any registration counter based on the specific considerations If ophthalmic practice. further evaluation, the patient is referred to other hospital. CONTROL OF INFECTION IN OPHTHALMIC PRACTICE

DOs & DONTs

DOs:

Abstract: This article lists out the infections that occur during the nursing, practical and Bring the OPD Card for the eye care practice and the risk reduction principles that other eye infections in consultation The patient be accompanied by 1 attender who knows about the particulars of the could be followed to control such infections. patient

Health Education

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of people who do not access health care despite having a problem. Since most of the patients live in rural areas, it is necessary to train the primary care physicians to recognize patients and refer the patients with high risk to the tertiary centres for management. Health education is essential for making people more aware so that utilisation of health care services increases.

Follow discipline in the OPD corridor SITENEWS HEALTH EDUCATION Be seated until the patient's turn comes and always enter the consultation room in the order of arrival Respect all doctors and hospital staff Abstract: Carry all precious medical records and medications prescription that the patient has A separate issue on Health education was featured during September 2005. It been taking before coming in for the consultation. covers all the aspects of of Health education.

PROCESS RE-ENGINEERING IN A TERTIARY HOSPITAL SINGLE WINDOW CONCEPT FOR EFFICIENT SERVICE DON'Ts:

Shout / quarrel/ make noise of any sort in the corridor and violators of the rules will be liable for prosecution as per hospital rules. Goto Use MOBILE PHONES in the OPD Top Misbehave / shout at Doctors and Hospital Staff Application of it The concept of Centralised Patient Service Centre is a step ahead from a sheer information desk that works on adapting the concept of telemarketing. It integrates both the HMS and the technology of telecommunications. The centre provides with real time information concerning each and every aspects of a hospital like the specialties, availability of consultants, admissions, appointments and a wide range of other services that comes under the purview of a hospital. The staff are trained in various aspects of marketing, PR and telemarketing. They will have a whole range of information (online or in conventional files) at their finger tips. An outsider crafts the first impression from his conversation with the person at the Patient Service Desk. To add, what they expect is personalised service and care. Hence the staff should be capable of providing authoritative and timely information to the caller. They will follow up the old patients for their revisits and well being. This kind of a real time services gives an added value to the more sophisticated patients of the hospital. This will also add on to the image of the hospital.

COMPUTERS IN OPHTHALMOLOGY PRACTICE Abstract: This article provides a practical account of the uses and advantages of computers in ophthalmic practice, as well as a step-by-step approach to the optimal utilization of available computer technology.

A STUDY OF THE MANAGEMENT INFORMATION SYSTEM USED IN THE OUT-PATIENT DEPARTMENT

IHMS MANUAL DEVELOPED BY ARAVIND EYE CARE SYSTEM

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