OPD FLOW PROCESS

CUSTOMER WILL COME IN OPD

FOR

INFORMATION/VISITORS

APPOINTMENTS

BILLING

REPORTING
 INFORMATION/ VISITORS

HCU leaflet provided and

HCU details explained

Patient details searched

Admitted &given to visitor
patients

Brochures provided and

Services Enquires answered. / Guide to
available appropriate section for help

Visitor for
information Surgeries and Information / Rough Estimate
Admission process of procedure given

Blood Bank brochure provided

and guided to Blood Bank for
Blood Bank
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.

 VISITORS
Visitor Arrives at Help Desk

Visitor Wockhardt
Attendan to Visitor from Medical Police / Press
employees/ vendors Local Bodies
t patient Representatives
Office / VIPs
visitor

Patient
details given
Security check Senior police
to visitor Up to Local
identify & officer above
representativ the level of
Visitor in Visitor not direct to es / SHO / and
appropriate SHO /
visiting in visiting medium level important
time time location functionaries political
leaders. GM to
be informed
Guided to Asked to wait/ Visitors are Manager
the Under requested to call the Administrati
respective exceptional patient/ attendant To be dealt by GM
on to be
area circumstances from the house informed
contact phone
Manager Admin

House Phones are provided for visitor to call patient/ attendant from waiting area
One 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.
 APPOINTMENTS

Appointme
Consultation HCU
nt for

Investigation
 OPD WORK FLOW -
Patient
APPOINTMENTS
Appointment Not for any specific
calls for doctor
consultation

Patient told about all

doctors and their
For a specific schedules (printed
doctor schedule handed
over)

Specific doctors Patient selects

Appointment
schedule A specific
blocked as per
checked doctor
patients
convenience
Slot YES Ask the customer YES
availab if he/she has availed
le any service in Wockhardt

No Patient informed
No the same and
Patient
Ask the patient asked to come 10
details
Name, Age, Contact mins. Before for
captured in
No.,Type of billing formalities
HIS
Consultation
Patient Patient
informed departs
about
alternate
dates and
timings
 OPD WORK FLOW -
INVESTIGATIONS
Custom Appointment for
Check slot
er investigation

Patient details
captured in HIS
Yes

Slot Yes Ask the customer

availab if he/ she has availed
le any service in Wockhardt
Appointment blocked
No as per patient
No convenience
Ask the patient
Name, Age, Patient informed the
Contact No.,Type same and asked to
Patient
of Consultation come 10 mins.
informed about
alternate date before for billing
and timings formalities

Customer Patient informed

about any
Departs
preparations
required for the test
 APPOINTMENT FOR
HCU
Coordination Check availability of
Corporate
by HCU team slots

Individua
l
Call-center to take the details Slot
availabl NO
of the customer
and inform HCU team e
(Incase HCU Team not available)
YES

Appointment
Inform the Customer,
blocked
request to come 10 min.
before for billing
formalities
Customer informed
about alternate date
If corporate and timings
Customer, request to
bring Credit Letter

Request
Customer informed
Customer Customer
about any preparation to collect Departs
required for the test
Sample Kits
 BILLING
Patient directed
for Billing/invoice
from Help Desk

Consultation Diagnostics Health Check Procedure / Surgery Others

up

Ask the
customer
if he/she has
availed any
service in
WOCKHARDT

Register the NO YES Patient UHID

customer retrieved

Patient
If corporate direct to
Customer, the
Invoice is
check credit letter appropriate
generated
location to
avail the
services.,
 CONSULTATION

Appointment confirmed
Patient arrives from the schedule
for consultation

If Not,
Check if Doctor reschedule
Available the
Without appointment With prior appointment appointmen
t

Ask the customer If he/she

YES has availed any
Patient
service in Wockhardt
on time
No
Check with YES
doctor, if No Register
the patient the patient Details captured
can be in HIS
accommod
ated
Invoice is generated

If Not, reschedule
the appointment Patient directed to OPD After Consult
for consultation Routes
 RESCHEDULING APPOINTMENT

If Doctor can not

accommodate customer

Counsel the customer for another available

time slot / another Doctor if available

Acceptable Not
Acceptable

Register and send the Appointment given

patient to the doctor* for another day

Consultation Customer Goes back

* Follows as per billing process shown in the previous slide

 DOCTOR NOT AVAILABLE

FRONT DESK CHECKS THE

AVAILABILITY OF DOCTOR

Doctor not contactable

Doctor coming late
/ not coming

Counsel
and
Advice

Wait for the Appointment with

expected Doctor an available doctor
NO

NO
YES

YES
Registration for Apologize &
Consultation/make Appointment for
bill another day
 AFTER CONSULTATION
Patient reports to
OPD after
Consultation

Patient is Patient is Patient is taken Requires

directed directed to any
to the exit if to pharmacy treatment room information
no further for for any for services
activity purchasing treatment / prices
is required drugs activity

Appointme Investigation
Admission
nt

Direct patient Prepare invoice Provide the

Schedule
to admission and direct to necessary
appointment
counter. concerned dept. information
 CORPORATE CUSTOMER

Corporate Check
patient corporate
tie-up

No
Check
Credit For Credit
letter Letter Mktg
Check with will talk to the
marketing concern person
Yes in the company

Credit letter
Ask the received
YES
customer
if he/she
has availed
any service in
Wockhardt Details captured
in HIS

NO

Register the Invoice is generated Patient directed to

patient avail the appropriate
services
 DIAGNOSTICS

Patient for
investigation

Pop up at Dept.
Billing process*
Computer

Patient directed to the

concerned diagnostic area

Patient given
Technician confirms
information Patient
identity and escorts
regarding Leave/ collect
Patient with all previous
report report
records
collection

*Billing process done as explained in billing slide

 REPORT COLLECTION
Directed to
Patient
report
Patient for reports invoice
sorting
checked
area
Check if No
reports
No Check for are
any dues Yes ready
in
payment
Yes
Check the reason
Direct patient to billing for delay and
counter to settle dues inform to patient

Handover all Yes If

Get the
reports to patient patien
report
t can
ready
wait

No

Courier Inform patient Check and

Patient departs reports to when reports confirm
patients can be patient
residence delivered details in HIS

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.
Thank You