Process improvement study to the increase efficiency of a Hospital INTRODUCTION This project is done to improve the processes in a hospital unit of an integrated steel plant. The overall average number customers (OPD patients, IPD patients and Health check up patients) had increased to 27%. The average increase in customers is shown in Table -1: The rise in the number of patients has resulted in increase in workload of the employees (doctors, nurses, ward boys etc) working in the plant. An initial opinion would suggest increase in the capacity of Hospital by providing additional resources such as manpower would reduce the workload and ensure smooth functioning of the Hospital. However, the management has decided to assess the existing capacity of the hospital and improve the efficiency of existing facilities before providing additional resources. Secondly, the management is concerned about the increasing operational costs which in turn are increasing the service price to the customers. Increasing the efficiency and thereby lowering the costs would serve the purpose of reducing the operational costs DIMENSIONS OF EFFICIENCY/ PERFORMANCE OF HOSPITAL: Quality Cleanliness, sanitary, quality of doctors and medical equipments, consultation quality Cost Cost of tests, consultation fees Variety Types of facilities available in hospital, specialist doctors available Time Time taken to receive results, waiting t ime in registration, tests and consultation Out of the several grievances faced by the customers (patients), the major areas of concern are the waiting times of the patients. The time dimensionis the major area of concern of this project. Efforts are made to reduce the overall throughput time of the patients. Through put time is defined as the overall time required by a patient to receive hospital services from the time the customer arrives the hospital premises to the time he/she leaves the premises. Reduction in the overall Throughput timewould, in addition to higher customer satisfaction, result in increasing the capacity of hospital, decrease in overall operating cost per customer and higher utilization of the existing facilities.
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