OPD FLOW PROCESSOPD FLOW PROCESS

BILLING

INFORMATION/VISITORS

APPOINTMENTS

REPORTING

CUSTOMER WILL COME IN OPD FOR

INFORMATION/ VISITORS

Visitor for information

HCU

Admitted patients

Services available

Surgeries and Admission process

HCU leaflet provided and details explained

Patient details searched &given to visitor

Brochures provided and Enquires answered. / Guide to appropriate section for help

Information / Rough Estimate of procedure given

Blood Bank

Blood Bank brochure provided and guided to Blood Bank for

further details

Pharmacy Guided to pharmacy counter

STEPS FOR PROVIDING ESTIMATE

•Estimate of procedures/surgery is provided by CCO

•Refer the Pricing & Policy Document at all times

•Explain the basic charges according to the bed/

patient category

•Explain the break up of extra on actual.

•Provide a duly signed estimate to the customer.

Visitor Arrives at Help Desk

Attendant

Wockhardt employees/

Office visitor

Medical Representatives

Visitor from vendors

Patient details given

to visitor

Visitor in visiting

time

Visitor not in visiting

time

Guided to the

respective area

Asked to wait/ Under

exceptional circumstances

contact Manager Admin

Police / Local Bodies / VIPs

Up to Local representatives / SHO / and medium level functionaries

Senior police officer above the level of

SHO / important political

leaders. GM to be informed

Manager Administrati

on to be informed

Visitor to

patientPress

VISITORS

To be dealt by GM

Security check identify & direct to

appropriate location

Visitors are requested to call the patient/ attendant

from the house phone

House Phones are provided for visitor to call patient/ attendant from waiting areaOne 24 hour attendant pass is given by the IPD billing counter at the time of admission .One visitor’s pass is given by IPD counter at the time of admission.Attendant’s/ visitor’s pass is to be returned to the IPD counter on discharge.

Appointment for

Consultation

Investigation

HCU

APPOINTMENTS

Appointment for

consultation

For a specific doctor

Not for any specific doctor

Patient informed the same and

asked to come 10 mins. Before for

billing formalities

Patient informed

about alternate dates and timings

Appointment blocked as per

patients convenience

Specific doctors schedule checked

Patient details

captured in HIS

Slot availab

le

Patient departs

Patient told about all doctors and their

schedules (printed schedule handed

over)

Patient calls

Patient selects A specific

doctor

Ask the customer if he/she has availed

any service in Wockhardt

Ask the patient Name, Age, Contact

No.,Type of Consultation

YES

No

YES

No

OPD WORK FLOW - APPOINTMENTS

Appointment for investigation

Check slot

Patient informed the same and asked to

come 10 mins. before for billing

formalities

Appointment blocked as per patient convenience

Patient details captured in HIS

Slot availab

le

Customer Departs

Patient informed about any

preparations required for the test

Patient informed about alternate date

and timings

Customer

Ask the patient Name, Age,

Contact No.,Type of Consultation

Ask the customer if he/ she has availed

any service in Wockhardt

Yes

Yes

NoNo

OPD WORK FLOW - INVESTIGATIONS

Check availability of slots

Individual

Corporate

If corporate Customer, request to

bring Credit Letter

Slot availabl

e

Inform the Customer, request to come 10 min.

before for billing formalities

Customer informed about any preparation required for the test

Customer informed about alternate date

and timings

Coordination by HCU team

Request Customer to collect

Sample Kits

Call-center to take the details of the customer

and inform HCU team (Incase HCU Team not available)

Appointment blocked

Customer Departs

NO

YES

APPOINTMENT FOR HCU

DiagnosticsConsultation

Ask the customer

if he/she has availed any service in

WOCKHARDT

Patient directed for Billing/invoice from Help Desk

Patient UHID retrieved

Health Check up

Others

Register the customer

Patient direct to

the appropriate location to avail the

services.,

Invoice is generated

YESNO

BILLING

If corporate Customer,

check credit letter

Procedure / Surgery

With prior appointment

Appointment confirmed from the schedule

Without appointment

Patient on time

Check with doctor, if

the patient can be

accommodated

If Not, reschedule the appointment

Patient arrives for consultation

Check if Doctor Available

Patient directed to OPD for consultation

CONSULTATION

No

If Not, reschedule

the appointmen

t

After ConsultRoutes

Details captured in HIS

Ask the customer If he/she has availed any

service in Wockhardt

Register the patient

YESNo

Invoice is generated

YES

RESCHEDULING APPOINTMENT

If Doctor can notaccommodate customer

Counsel the customer for another available time slot / another Doctor if available

Not Acceptable

Acceptable

Register and send the patient to the doctor*

Appointment given for another day

Consultation Customer Goes back

* Follows as per billing process shown in the previous slide

FRONT DESK CHECKS THE AVAILABILITY OF DOCTOR

Doctor coming late Doctor not contactable / not

coming

Counsel and

Advice

Appointment with an available doctor

Wait for the expected Doctor

YES

NO

Registration for Consultation/make

bill

Apologize & Appointment for

another day

DOCTOR NOT AVAILABLE

NO

YES

Patient is directed

to the exit if no further

activity is required

Patient is directed

to pharmacy for

purchasing drugs

Patient is taken to

treatment room for any

treatment activity

Requires any

information for

services / prices

InvestigationAppointment

Admission

Patient reports to OPD after

Consultation

Direct patient to admission

counter.

Schedule appointment

Prepare invoice and direct to

concerned dept.

Provide the necessary

information

AFTER CONSULTATION

Corporate patient

Check Credit letter

Patient directed to avail the appropriate

services

Details captured in HIS

Register the patient

Invoice is generated

YES

CORPORATE CUSTOMER

For Credit Letter Mktg

will talk to the concern person in the company

Check corporate

tie-up

No

Yes

Ask the customer if he/she

has availed any service in

Wockhardt

NO

Check with marketing

Credit letter received

Billing process*

Patient directed to the concerned diagnostic area

Technician confirms identity and escorts

Patient with all previous records

Patient given information regarding

report collection

Pop up at Dept.Computer

Patient for investigation

Patient Leave/ collect

report

DIAGNOSTICS

*Billing process done as explained in billing slide

Patient for reports

Directed to report sorting

area

Patient invoice checked

Handover all reports to patient

Check for any dues

in payment

Patient departs

Direct patient to billing counter to settle dues

Check if reports

are ready

Get the report ready

If patient can wait

Check and confirm patient

details in HIS

Courier reports to patients

residence

Inform patient when reports

can be delivered

Check the reason for delay and

inform to patient

REPORT COLLECTION

Note: For the test done before 12 noon, report will be ready By 7 pm. If the test done after 12 noon report will be Given next day after 12 Noon.

No

Yes

Yes

No

Yes

No

Thank You