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Management
AIMS Inaugurates One-stop Service
It has developed a 8,000-square-feet circular section with
all related OPD and IPD services at one central location
Centralised service section at AIMS |
AIMS, Kochi has a daily load of 2,300-2,500 patient per day
in the OPD and 130-140 admission and discharges per day. In a busy healthcare
establishment, managing OPD and IPD patient flow seamlessly requires meticulous
planning. AIMS was also undergoing the same challenge and thus developed a 8,000-square-feet
circular section with all related OPD and IPD services at one central location.
It took around three months to revamp the services.
Says Dr Sanjeev Singh, Senior Administrator, "The centralised service has
been a treat to the patient and the bystanders. The section resembles the shape
of a flower with central atrial area and petals around. The central atrial area
can be approached from all segments of the hospital (for the benefit of the
patients). The interior decoration along with mural paintings is done completely
in house."
The earlier OPD and IPD concerned offices, which had various
services at various places spread out, resulted in general apprehension of the
patient s and attendants and led to immense waste of time finding the exact
location. Said Dr Prem Nair, Medical Director, "This was a huge agony for
the patient and attendant, especially when they are depressed, unhealthy and
anxious about their illness or diagnosis." It only added a hospitality
desk. All other services were existing in a bifurcated manner.
The OPD has areas like 'May I help you desk' for better direction and triage
area, admission registration and counseling counters, finance billing; finance
counseling, billing and cash, reimbursement, insurance and TPA desk, book and
magazine shop, help desk to help with arranging for ambulance or taxi. The hospitality
desk supervises the overall conveniences of the patient movement and also arranges
for review consults or referrals to other departments (appointments to be taken).
All counters related to discharges—pharmacy and material returns before
discharge, discharge counseling and pharmacy billing and dispensing services,
have helped the Hospital to facilitate discharges within 45 minutes to one hour.
“Because of streamlining admissions, the time from scheduling to bedtime
has improved considerably,” added Dr Singh
EH News Bureau
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