11-08-2014, 03:40 PM
Project Report On Study on Outpatients’ Waiting Time in Hospital University Kebangsa
[attachment=66555]
Abstract
Purpose: To identify the various procedures at the outpatient clinic as
well as to investigate the possible operational problems that may lead
to excessive patients’ waiting time. A patient’s experience in waiting
time will radically influence his/her perceptions on quality of the
service.
Method: The study was carried out in one of the teaching hospitals in
Kuala Lumpur, Malaysia – Hospital University Kebangsaan Malaysia
(HUKM). The subjects were outpatients who came to the outpatient
clinic at HUKM. Data were analysed using the six sigma approach. A
questionnaire was used to gauge the outpatients’ responses on
waiting time in the clinic as well as to measure the level of
satisfaction with the outpatient clinic services rendered.
Conclusion: Three main causes have been identified as the
contributing factors towards excessive patient’s waiting time, namely:
the registration time, insufficient number of counter service staff and
insufficient number of doctors. Attempts should therefore be made to
reduce the registration time as well as to improve the doctor-patient
ratio
Introduction
HUKM is one of the leading teaching hospitals in Malaysia and
a public hospital catering to the needs of the general public. It
comprises of the general outpatient clinics, the specialist
clinics, surgical and inpatient facilities.
Aims of research
The two main objectives of the study were: (i) to study the
patient’s waiting time in the outpatient clinic, with a view to
identify the factors that affect waiting time and recommend
ways of minimizing the delay; and (ii) to use the six sigma
technique to identify the delay and improve management
capabilities.
Six Sigma
First introduced by Motorola in 1986, Six Sigma is a
method to measure the quality of a process to fulfill
customer’s needs which approaches perfection up to
3.4 defects per million opportunities. Data and
statistical analysis were used to identify defects in
processes and reduce variation. With Six Sigma,
defects in a process can be measured by identifying
the best method to eliminate defects and approach
‘zero defect’.
Customers’ satisfaction is the main factor. A new and
more effective method has to be adopted to ensure
customers’ satisfaction.
Six Sigma specifies a very high standard of quality
achievement. This is identified through levels of
failure and involves very low costs. In the following
table, the different of sigma value according to level of
failure and costs could be seen:
Type of data and collection methods
Several variables monitored in this study were data
on patient’s waiting time, work process, number of
doctors available and number of staffs at the
registration counter.
Three major collection methods were used in this
study. The first method was observation. Data were
collected through direct observation on the subjects
involved in the various working processes in HUKM.
Measurements of time spent from registration until
consultation by a doctor were made using a
stopwatch. The second method is through interview.
In carrying out this research, some of the
management staff and doctors were interviewed to
obtain information on the working process in the
hospital. Patients were also interviewed to find out
their problems and needs. The third method involves
collecting data from patients through questionnaires.
Registration process
The registration system should be improved. For
example, unifying assignments based on importance
and avoiding work that could lengthen registration
time will improve the registration process. Improving
the record searching process, displaying information
of facilities and improving working environment will
also smoothen the registration process. The
consultation time should also be stated in the
appointment card and the usage of computers will
optimize the number of patients per hour.
Number of staff at counter
A better working shift schedule should be made to
balance workload among staff. There should be at
least one staff assign to provide information to
patients while others handle new cases. In addition, a
smaller number of staff with high competence would
help to lessen the problem of having insufficient staff
at the counter. Staff remuneration is important
because heavy workload and low salary will
demotivate and decrease staff productivity and
satisfaction towards work. Work related to training
should be done regularly and supervision from
superiors will also improve staff capability and
increase morale among workers.
Conclusion
It is obvious that long waiting time affects patient’s satisfaction
towards the service(s) offered. Through the Six Sigma
approach, the main factors leading to long waiting time are
identified as registration time, number of doctor(s) and staff at
the counter. Improvements should be made to fulfill
customers’ satisfaction.
[attachment=66555]
Abstract
Purpose: To identify the various procedures at the outpatient clinic as
well as to investigate the possible operational problems that may lead
to excessive patients’ waiting time. A patient’s experience in waiting
time will radically influence his/her perceptions on quality of the
service.
Method: The study was carried out in one of the teaching hospitals in
Kuala Lumpur, Malaysia – Hospital University Kebangsaan Malaysia
(HUKM). The subjects were outpatients who came to the outpatient
clinic at HUKM. Data were analysed using the six sigma approach. A
questionnaire was used to gauge the outpatients’ responses on
waiting time in the clinic as well as to measure the level of
satisfaction with the outpatient clinic services rendered.
Conclusion: Three main causes have been identified as the
contributing factors towards excessive patient’s waiting time, namely:
the registration time, insufficient number of counter service staff and
insufficient number of doctors. Attempts should therefore be made to
reduce the registration time as well as to improve the doctor-patient
ratio
Introduction
HUKM is one of the leading teaching hospitals in Malaysia and
a public hospital catering to the needs of the general public. It
comprises of the general outpatient clinics, the specialist
clinics, surgical and inpatient facilities.
Aims of research
The two main objectives of the study were: (i) to study the
patient’s waiting time in the outpatient clinic, with a view to
identify the factors that affect waiting time and recommend
ways of minimizing the delay; and (ii) to use the six sigma
technique to identify the delay and improve management
capabilities.
Six Sigma
First introduced by Motorola in 1986, Six Sigma is a
method to measure the quality of a process to fulfill
customer’s needs which approaches perfection up to
3.4 defects per million opportunities. Data and
statistical analysis were used to identify defects in
processes and reduce variation. With Six Sigma,
defects in a process can be measured by identifying
the best method to eliminate defects and approach
‘zero defect’.
Customers’ satisfaction is the main factor. A new and
more effective method has to be adopted to ensure
customers’ satisfaction.
Six Sigma specifies a very high standard of quality
achievement. This is identified through levels of
failure and involves very low costs. In the following
table, the different of sigma value according to level of
failure and costs could be seen:
Type of data and collection methods
Several variables monitored in this study were data
on patient’s waiting time, work process, number of
doctors available and number of staffs at the
registration counter.
Three major collection methods were used in this
study. The first method was observation. Data were
collected through direct observation on the subjects
involved in the various working processes in HUKM.
Measurements of time spent from registration until
consultation by a doctor were made using a
stopwatch. The second method is through interview.
In carrying out this research, some of the
management staff and doctors were interviewed to
obtain information on the working process in the
hospital. Patients were also interviewed to find out
their problems and needs. The third method involves
collecting data from patients through questionnaires.
Registration process
The registration system should be improved. For
example, unifying assignments based on importance
and avoiding work that could lengthen registration
time will improve the registration process. Improving
the record searching process, displaying information
of facilities and improving working environment will
also smoothen the registration process. The
consultation time should also be stated in the
appointment card and the usage of computers will
optimize the number of patients per hour.
Number of staff at counter
A better working shift schedule should be made to
balance workload among staff. There should be at
least one staff assign to provide information to
patients while others handle new cases. In addition, a
smaller number of staff with high competence would
help to lessen the problem of having insufficient staff
at the counter. Staff remuneration is important
because heavy workload and low salary will
demotivate and decrease staff productivity and
satisfaction towards work. Work related to training
should be done regularly and supervision from
superiors will also improve staff capability and
increase morale among workers.
Conclusion
It is obvious that long waiting time affects patient’s satisfaction
towards the service(s) offered. Through the Six Sigma
approach, the main factors leading to long waiting time are
identified as registration time, number of doctor(s) and staff at
the counter. Improvements should be made to fulfill
customers’ satisfaction.