RESPONSIBILTIES OF A PATIENT CARE MANAGER (PCM)

Understand the OPD workflow and ensure implementation of the OPD process
effectively
Understand and analyze OPD processes, and provide inputs and suggestion for
constant improvement.
Create schedules, deploy, guide, monitor and review performance of the Patient
Care Coordinators (PCCs).
Handle any escalation from PCCs and resolve. If required, escalate as per
escalation matrix.
Report on any events in the area managed, including misbehavior, asset
damage, counter operation, feedbacks/suggestions
Ensure smooth movement of patient from Patient Reception Center (PRC) to
Waiting Area to OPD hall/floor.
Coordinator between PCMs over walkie-talkie to ensure batches of patient are
sent in timely manner and avoid long queueing at any stage of the patient
journey
Ensure a steady flow of patient for a consultant room in the OPD is maintained
so that doctor is not sitting idle
Record doctors arrival time and nos. of OPD cards stacked for a consultation
room.
Inform NIS/ Sister In-charge to re-distribute OPD cards in other rooms if some
room is not operational due to doctors absence or otherwise
Educate patient on the new OPD process, provide patient guidance and
navigation support

OTHER GENERAL RESPONSIBILITIES FOR PATIENT CARE - GUIDANCE &

NAVIGATION

Direct the Patients from main entry to the Patient Registration Centre (PRC)
Inform the patient/ attendant that only one attendant can accompany the patient
in the PRC/ OPD
Direct patient to the correct pavilion in the PRC
o Patient without UHID should be redirected to the UHID Pavilion in the
PRC
o Patients with a prior appointment for the current day should be redirected
to the Fast Track Pavilion
o Patients having UHID but not having a prior appointment should be
guided to the Current booking Pavilion
o EHS employees need to be directed to the EHS OPD counter operating in
RAK OPD
Encourage the patients to go for UHID registration if appointment slots of that
specific OPD are not available and take future appointment, provide information
about the process and its benefits

At Pavilion send the patients to the appropriate counters. The next batch of
patients should be advised to await their turn in the seating area provided in the
pavilion
At every Entry and Exit point in each Pavilion, guide the patient and help him in
the next step/ process
Assist patients / attendants needing help in the waiting area.
If any patient needs any help and it needs to be resolved by AIIMS staff, escalate
as the escalation matrix.
Ensure patients in the waiting area sit in an orderly manner in demarcated seats
for the respective OPD. On request from OPD hall/floor send specific patient in
batch size requested giving preference to Fast Track Patients over the Current
Booking Patients.
Inside the OPD guide patients to the correct department/ department seating
area
At the OPD entry, scan and verify the appointment of the patients to validate
access to the OPD.
At the OPD exit, scan and record completion of the consultation with doctor.
Post consultation guide patients to Single Window Exit Counter (SWEC) for lab
investigation, procedures, and future consultation appointments. Billing also can
be done from SWEC counters.

Following are the sample reporting sheet used to capture monitored data.
1. Key Monitoring Variables:
OPD Floor

Patient Care
Manager

Date

Room No.

No. of Doctors

Consultan
t
Nursing
Staff
Clerical
Staff
Procedure

Time In

OPD Cards
Stacked
First Case

Name/Number

Present/Absent

Name/Number

Present/Absent

Start Time

Sanitation

Morning

Last
Case

Time of Leaving
OPD

Breaks in
between

End Time

First
Case

Last Case

Breaks
inbetween

Afternoon

Night

2. AV & PA monitoring sheet

S.No
.

Playe
r
Nane

Static IP
Address

Area
Nam
e

Sl.No.
of the
Player
installed

Location

Screen
Size
(in
inches)

LED
Monitor

Statu
s

Reason

Issue
Reported
Date

Issue
Resolved
Date

Remarksks/Comments