Transforming Patient Experience through Process Improvements and Real-Time Patient Tracking
International Hospital Federation - IHF
| 1 month ago
BUSINESS PROCESS REENGINEERING, SENIOR MANAGER
DR. IRFAN JEEVA
OPHTHALMOLOGY, SERVICE LINE CHIEF & ASSISTANT PROFESSOR
The project team included members of the Business Process Reengineering Team, Kashif Siddiqui and his Clinic Q team and the Ophthalmology Clinic faculty and staff.
The Business Process Reengineering Team was commissioned by the CEO of Aga Khan University Hospital Karachi to identify and address bottlenecks in the processes of Ophthalmology clinic. This included conducting a diagnostic study of people, processes and technology in addition to their impact on patient experience, throughput and clinic performance. Analysis revealed that, during a visit, patients spent 70% of their overall time waiting. Additionally, there were several bottlenecks identified in clinic operations such as inefficient management of clinic floor, late arrival of consultants (47% of the times) leading to 72% clinics ending later than schedule and inefficient utilization of resources. Process issues were observed to have a significant impact before patients visited the consultant examination step. Interviews and on -floor visits determined variable competency within clinic staff, lack of coordination between management teams and unavailability of performance measurement tools. This report details the issues uncovered during the analysis, the methodology and motivation behind the redesigned process and the implementation of the successes of pilot phase. Transforming Patient Experience through Process Improvements and Real-Time Patient Tracking (pdf 121.11kB)