Publication

Abstract : This papar presents the results of a project of improving the quality of services provided in an outpatient department of an university hospital in India. The project was conducted on the basis of the six sigma methodology and aimed to reduce waiting times in outpatient cardiology office.Significant reduction in waiting time was achieved in the outpatient services of the Cardiology department by using the six sigma approach. In addition to the overall reduction in waiting time for cardiac medical consultation significant reduction in waiting time for getting the lab results was also achieved.As an off shoot of the study nine registration counters were started, registration forms were modified, usherers were appointed to guide patients, additional staff were appointed to handle the telephones in the Cardiology OPD and they were also taught basic telephone etiquette, dedicated biochemistry analyser was provided for the cardiology department and an alert system was put in place for patients waiting for more than one hour.Further data collection through VOC will help to monitor and control any variance.