APPLICATION OF KAIZEN IN FRONT DESK

APPLICATION OF KAIZEN IN FRONT DESK

Dr. S.V.Kaavya1, A.M. Aarthy2

1.      M.Sc. ,MBA(HR), NET, Ph.D.,

Assistant professor, Department of Hospital administration, Dr. N.G.P. Arts and Science College,

2.      B.Optom., MHA

Student, Department of Hospital Administration, Dr. N.G.P. Arts and Science College

ABSTRACT

The front office is a place of the organisation that takes care of patients from the entrance of the hospital, which involves registration of patients in the hospital, guiding patients about the hospital tariff packages, cash details, billing and third-party administration, insurance details, and bed allotment. Due to the heavy work flow, numerous processes, and regular SOPS, which cause an increase in patient waiting time as well as process time, The number of unnecessary desks in the front office also causes the patient to feel exhausted and sometimes to swift from one place to another for random questions. This also involves increasing the patient's time.

The study involves reducing the front desk from regular and changing the SOPS of all the staff and departments, such as admission, billing, and TPA, to regulate a single workflow for the patient, which reduces patient waiting and means patients don’t have to change from one desk to another for random queries and needs.