SAROJ GUPTA CANCER CENTRE AND RESARCH

INSTITUTE

NAME- SWAGATA SARDAR

STREAM- BHM 6TH

SEM.

ROLL- 15403315033

REGISTRATION NO.- 151541310033 OF 2015-2018

COLLEGE NAME- DINABANDHU ANDREWS INSTITUTE OF

TECHNOLOGY MANAGEMENT

ACKNOWLEDGEMENT

Success of any project depends not only on any single person but on the team effort. Proper

guideline, encouragement and effort help to make a project successful. I would like to pay my

gratitude to all the people who help me in the completion of my project. I am very much

thankful and highly obliged by the help and cooperation provided by the stuffs and authorities

of “SAROJ GUPTA CANCER CENTRE & RESEARCH INSTITUTE” regarding my

project. I would also like to give thanks to:-

i. Mr. Arnab Gupta ( Director)

ii. Mr. Debabrata Sadhu (Manager of Human Resource dept.)

iii. Mrs. Subrata Siddhanth (Asst.manager of Human Resource

dept.)

For completion of my project which is a part of my 5th

semester of B.H.M course. I would

like to show my greatest appreciation to Dr. SANJUKTA NANDY & Prof. Mr. SURAJIT

DAS for tremendous effort and support. Without her encouragement and guidance this

project would not have been so successful.

THANK YOU TO ALL

DECLARATION

This is to certify that the dissertation entitled “A study On Patient Flow

Management” of SAROJ GUPTA CANCER CENTRE &RESEARCH INSTITUTE

has been prepared by Swagata Sardar herself in partial fulfilment of the requirement

of BHM degree in Maulana Abdul Kalam Azad University of Technology, West

Bengal.

I, Swagata Sardar, hereby declare that all the information and facts provided here are

based on my own findings and studies at SAROJ GUPTA CANCER CENTRE

&RESEARCH INSTITUTE. The contents of report are a true experience of my

efforts.

Signature of the student

Place: Kolkata

Date:

CONTENTS

Introduction

Objectives

Methodology

Hospital profile

Specialized Department

Problem Identification

Conclusion

Recommendation

Bibliography/ References.

ABOUT THE HOSPITAL

SGCC&RI (formerly known as Cancer Centre Welfare Home & Research Institute)

Is the only Indian cancer hospital to boast of a sprawling 16 acres of land with trees,

garden and water bodies that create an ambience of being cared for in the lap of

nature. In early 1973 seeing the plight of cancer patients, who failed to get even a bed

,not to talk about cancer care, Dr. Saroj Gupta ,then a young Radiotherapist formed a

society with a group of doctors, social workers and philanthropists. His mission was

to form a Cancer Centre for cancer patients and their families, with special emphasis

on the under privileged people. At Thakurpukur on a piece of marshy land donated by

the family of Late Chintaharan Das. Over a period of 3 decades with unimaginable

help from mall life walks of life starting from poorest of the poor and school children

to different industrialists and celebrities , the hospital now has become 311 bedded

dedicated cancer hospital now re-named as “SAROJ GUPTA CANCER CENTRE &

RESEARCH INSTITUTE”.

VISION-

Service with gratitude , compassion ,care and respect to individuals through

transparent and cost effective measures, irrespective of caste, creed, religion and

financial status.

MISSION-

I. Emerge as a premier institute of Eastern India in the Diagnosis, treatment &

Cure of cancer at affordable cost with best possible infra structure along with

compassionate and trained Medical and Paramedical staff.

II. Be a pain free hospital. Reach out to terminal patients with best supportive

care (palliative care) though IPD ,OPD and Home care.

III. Excel in academics by promoting Post graduate super specialty courses,

paramedical courses &PhD program.

IV. Active Research to find out causes of Cancer, its prevention ,better molecular

diagnostics and customized treatment for each patient.

V. Carry out Cancer Awareness programmes in rural & urban areas for primary

and secondary prevention.

FACILITIES OF THE HOSPITAL-

24X7 Emergency Room

24x7 Pharmacy.

24X7 ambulance service

5 operating room.

Home care service

OTHER FACILITIES-

1.Central Enquiry-

For all public information related to Hospital Inpatients..

2. Cash & Billing-

Multiple service counters handle all Cash & Credit transactions relating to patient services,

apart from Pharmacy.

3. In House Pharmacy with Resident Pharmacists

For all prescribed medications required at any time, by the patients. Pharmacy related

financial transactions are processed here.

4. Transfusion Medicine Service (Blood Bank)-

For some unavoidable technical and administrative problems, our Blood Bank had to be

closed down for some time. However, for the benifit of the patients of this Institute, we

maintained a system of operation through which the patients of this Institute received there

requirements of blood/its components from other recognized Blood Banks of this city. We

arranged it in such a way that the patient`s relations did not have to run around the city to

bring Blood/Component for their patients. We have taken all the Necessary steps so that the

Blood Bank could be reopened shortly.

5. Ambulance Services

The Hospital owns a fleet of Ambulances, which transport OPD/ Inpatients within the

Hospital, from one block to another, as well as to & from the Hospital. Ambulance Services

also take care of domiciliary Service for the palliative care unit.

LOCATION

VENUE:

SAROJ GUPTA CANCER CENTRE AND RESEARCH INSTITUTE

Mahatma Gandhi Road, Thakurpukur, Kolkata, West Bengal 700063

Hours:

Open 24 hours

Phone: 033 2453 2781

WEB- www.cancercentrecalcutta.org

INTRODUCTION OF

‘PATIENT FLOW MANAGEMENT’

As there are numerous the technological advances in diagnosis. Medication, procedure and modification,

procedure and modification in healthcare reimbursement plans, the mode of healthcare has been gradually.

Shifting away from the inpatient setting to the outpatient basis. Blockage in the flow can increase waiting

time, when patient flow is handled well it is represented by short wait at the registration examination,

diagnosis testing, surgery, placement in beds and discharge.

Patient Flow-

What is it and how can it help me?

More and more people are using the term “patient flow”. The term flow describe thr progressive movement

of product, information sand people through a sequence of processes.

In healthcare flow is the movement of patient , information or equipment department staff

group of organisation as a part of patients care pathway. Patient flow means movement of patient through

multiple stages of care.

When does it work best?

Patient referred to and treated in hospitals and systems that “keep the flow” and “keep things moving” will

have quicker referral to treatment times. Any waits that occur will be necessary either for clinical reasons

or due to patients choosing to wait (for example, the time needed to make a decision about wheather or not

to do a registration)

How to use it

This is useful to structure the overall approach to importing patient flow ,and thereby reducing delays, it

links up to tool and other guides that provided more detail.

Factors affecting patient flow

I. Volume of patients or daily basis

II. Types of patient seen in terms of stages care.

III. Clinic policies or frequency of the patient visit

IV. Type of provider they should see.

V. Size and composition of providers and staffing admission.

Reasons for delays in patient flow

I. Waiting for doctor or test result

II. Waiting for an ambulance or patients attendents for patient admission.

III. Waiting for to complete the registration.

Principle of patients flow management

I. Observe the movement pattern, volume, distance travelled and analysis length of time to

move staff, supplies and other resources.

II. Focus on interdependent movement and decreasing geographical distance from patient

examination room to minimize number of trips.

III. Use optimization to minimize cost.

IV. Separate patient flow from staff reduce over crowing.

Bottlenecks-

A bottleneck is any part of the system where patients flow is obstructed causing waits and delays. It

interrupts the natural flow and hinders movement along the care pathway. Determining the pace at which

the whole process work. You cannot make changes to improve the care process if you don’t tackle the

bottleneck. Any service improvement is unlikely to succeed because the patient will be accelerate into the

queue. Reducing current waiting times requires a reduction in blockage of patients at every stage of the

journey.

OBJECTIVE-

1. Long standing queues .

2. Limited number of counters for patients registration & enquiries.

3. Improper maintenance of patient traffic at the outpatient department. section.

4. To find the reasons and solution for the problem uncounted.

METHODOLOGY-

1. Sampling method is followed for determining the patient flow process.

2. Random sampling techniques is followed.

3. The details of patients and time of his/her entry. the time for which the patients moves through

various department till either exit of the patient or IP admission is noted.

4. After the data collected is done the data is analysed for any delays in patient flow process and

they are resolved.

SCOPE OF THE REPORT-

The project includes patient flow regarding only outpatient department and the patient management in

various department in out patient department, i.e registration process.

SOURCES OF INFORMATION-

Primary sources

Survey method

Relevant file study

Secondary sources

Registers and record of hospital

Internet used as a source of theoretical information.

TOOLS AND TECHNIQUES OF ANALYSIS

Personal observation: direct and indirect observation.

Interviews with staff.

REVIEW OF LITERATURE

TUGBA CAYIRLI, EMRE VERAL: First published: 5 January 2009

This paper provides a comprehensive survey of research on appointment scheduling in

outpatient services. Effective scheduling systems have the goal of matching demand with

capacity so that resources are better utilized and patient waiting times are minimized. Our

goal is to present general problem formulation and modeling considerations, and to provide

taxonomy of methodologies used in previous literature. Current literature fails to develop

generally applicable guidelines to design appointment systems, as most studies have

suggested highly situation‐specific solutions. We identify future research directions that

provide opportunities to expand existing knowledge and close the gap between theory and

practice.

BROAD OVERVIEW OF PATIENT FLOW MANAGDEMENT

As there are numerous the technological advances in diagnosis. Medication, procedure and modification,

procedure and modification in healthcare reimbursement plans, the mode of healthcare has been gradually.

Shifting away from the inpatient setting to the outpatient basis. Blockage in the flow can increase waiting

time, when patient flow is handled well it is represented by short wait at the registration examination,

diagnosis testing, surgery, placement in beds and dischargE

Strength of the hospital-

1. The strength is its dedicated, committed and multidisciplinary. team approaches of

medical, para-medical, non medical personnel, and administrator who are committed

to continue. to provide highest quality care in management.

2. The truing of staff and research continue. to meet the needs patient.

3. The focus is on patient care and patient safety.

4. Working together the staff provides comprehensive diagnosis and coordinate

treatment.

STATISTICAL INFORMATION-

Yearly OP range from -14000-15000

Monthly OP range from 1000-1500

Daily range from -30-40

OUT PATIENT DEPARTMENT-

FRONT OFFICE-

It contains reception, registration, admission, billing.

FUNCTION OF FRONT OFFICE –

Medical Office Receptionist Job Duties:

Welcomes patients and visitors by greeting patients and visitors, in person or on the

telephone; answering or referring inquiries.

Optimizes patients' satisfaction, provider time, and treatment room utilization by

scheduling appointments in person or by telephone.

patients by anticipating patients' anxieties; answering patients' questions; maintaining

the reception area.

Maintains patient accounts by obtaining, recording, and updating personal and

financial information.

Obtains revenue by recording and updating financial information; recording and

collecting patient charges; controlling credit extended to patients; filing, collecting,

and expediting third-party claims.

Helps patients in distress by responding to emergencies.

Protects patients' rights by maintaining confidentiality of personal and financial

information.

Maintains operations by following policies and procedures; reporting needed changes.

Contributes to team effort by accomplishing related results as needed.

OP&IP REGISTRATION

This process undergoes if any patients get admitted. Admission form will be issued in that patients name, age, sex , doctors name, admission date etc, will be mentioned.

1. Doctors Report-

This Process undergoes for doctors particular patients only. doctor will write complete details of the patients from the date of admission to discharge like medicines, if diet necessary etc.

2.BIRTH REGISTRATION-

This process undergoes while the birth of new baby in the hospital. While the new baby born that should be registered in the form like, Mother name ,Father Name, Particular Doctor. Birth time etc,.

New Registration –

This process will undergoes while the patient is coming first time to hospital. So the patient should register his name, age, sex, doctor's name etc,

3.OP BILLING-

This process undergoes the patient will come as out -patient to see the doctor. In that way they will issued OP bill. The Help Desk Module automates the day-to-day functions of the Front office management of a hospital. This module helps in assisting patient with accurate information and supports in handling patient related enquiries efficiently. This module having excellent features and advanced search facilities improves the quality of services rendered to the user. It provides for queries relating to the following.

It provides for queries relating to the following: a) Patient related enquiries

b) Bed Allotment

c) Admission Details

d) Demographic Details

f) Payment Details

g) Discharge Details

h) Doctor related enquiries

i) Bed Allotment

WORK FLOW OF REGISTRATION COUNTER

NEW PATIENT

COME TO THE REGISTRATION COUNTER

GO TO THE HELP DESK FOR FILLING THE REGISTRATION FORM

COME TO THE 1,2,3 COUNTER TO COMPLETR REGISTRATION

GET OPD CARD

TIME TAKEN FOR OUTPATIENT REGISTRATION-

RECOMMENDATION

If the cost of operation and other expenses became little cheaper, then hopefully more

patients will come for treatment.

If reports are prepared in lesser time, then perhaps the patient and patient party will be

more satisfied.

There is a communication gap between all the staff of various department.

Manpower should be increased.

Waiting area should be increased.

CONCLUSION

To redress the linearity of most literature on patient flow, this study adopts a systems perspective and ethnographic methods to bring to light the dynamic role that individuals play, interacting with their work contexts, to maintain patient flow. The study provides an empirical foundation, uniquely discernible through qualitative research, about aspects of ED work that previously have been the subject only of discussion or commentary articles. This study provides empirical documentation of the moment-to-moment responses of emergency clinicians to work pressure brought about by factors outside much of their control, establishing the relationship between patient flow and work pressure. We conceptualize the ED as a dynamic system, combining socioprofessional influences to reduce and control work pressure in the ED. Interventions in education, practice, policy, and organizational performance evaluations will be supported by this systematic documentation of the complexity of emergency clinical work. Future research involves testing the five findings using systems dynamic modeling techniques.