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A PROJECT REPORT ON PATIENT

SERVICES AT MEDANTA –THE
MEDICITY HOSPITAL, GURUGRAM

NAME- Kanishka Raj Singh

UNIVERSITY ROLL NO. - 23403319002
REGISTRATION NUMBER – 030408
DEPARTMENT – BBA (HOSPITAL
MANAGEMENT)
COLLEGE – NSHM Knowledge Campus, Kolkata
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INTRODUCTION

Medanta is an Indian chain of multi-specialty

medical institutes based in Gurgaon in the National
Capital Region of India. Medanta was started in
2009 with one institute, Medanta - The Medicity in
Gurgaon, with cardiac surgeon Naresh Trehan as its
main director along with co-founder Sunil Sachdeva.
Global Health Limited is the company which owns
and manages the hospital. The chain has since
expanded its outreach to other cities including
Gurgaon,Noida,Lucknow, Indore,Ranchi and Patna.
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ACKNOWLEDGEMENT

In successfully completing this project, many people

have helped me. I would like to thank all those who
are related to this project.
Primarily, I would thank my professor Dr Jhilum
Rudra De for being able to complete this project
with success under her guidance I learned a lot
about this project. Her suggestions and directions
have helped in the completion of this project.
Finally, I would like to thank my parents and friends
who have helped me with their valuable suggestions
and guidance and have been very helpful in various
stages of project completion.
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CERTIFICATE
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OBJECTIVE

The Patient Services Manager directs and organizes the

administrative and clerical support of the various
clinical/support departments throughout the hospital in
regard to administrative matters, in order to ensure the
efficient delivery of services to patients attending the
hospital.
The Patient Services Manager is backed by a team of
highly qualified and dedicated clerical staff. He has
overall responsibility for the day-to-day management of
general services affecting patients within the hospital
and is responsible for the following departments:
Reception, Outpatient Appointments, Admissions,
Medical Records, Radiology Secretarial Support,
Pathology Secretarial Support, Medical and General
Secretaries.
In addition, the Patient Services Manager, is responsible
for dealing with Patients Complaints, formulates
responses on behalf of the hospital and meets with
complainants in order to address unresolved issues.
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REVIEW OF LITERATURE

I did my internship in OPD billing section, hence all

we need to know about OPD and Billing department
are mentioned below: -

OPD - Outpatient Department

Over the years, hospitals have been crucial to humans

as they help people lead healthy lives. Through their
service, hospitals save people from various diseases,
which even include life-threatening diseases. Different
departments of hospitals efficiently contribute to the
success of any hospital. The major departments in the
hospital are Dietary department, Inpatient service (IP),
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Medical department, Nursing department, Operation

theatre (OT), Outpatient department (OPD),

Rehabilitation department, Radiology department, and

Paramedical department. The outpatient department is
the first intermediary between a patient and the hospital
staff. A patient first comes to the OPD for inspection
and then the doctors from the OPD refer him/her to the
respective departments of treatment according to the
patient needs.

OPD - The full form of OPD is the Outpatient

Department. An OPD is structured to be the primary
point of communication among the patient and the
medical professionals in a medical department. A
patient who first arrives at the hospital goes straight to
OPD, and then the OPD decides the unit to which a
patient will go.

An OPD is typically located on the ground floor of each

hospital and split into several parts such as the
Department of Neurology, the Department of
Gynecology, the Department of Orthopedics, the
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Department of Oncology, the Department of General

Medicine and so on. The patient is finishing all the

paperwork over here and going to the relevant

department.

The Out Patient Billing module is used to generate bills

for a particular patient with reference to the tests
undergone by him, Health Checkup Plans, Day Care
Surgery Packages, and Day Care Surgeries apart from
the Consultation with the doctor.
The system Medanta hospital uses for the billing is
Oracle for generating the invoice and Hospital
Information System for taking the appointments and
scheduling it.

As Medanta hospital is a government empaneled

hospital so 40% of the patients are from CGHS panel or
ECHS panel and the rest are the general Cash patients.

In OPD I did a survey with few patients and had few

common questions mentioned below.
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What is an OPD?

OPD is the short form of the Outpatient Department. It is

the section of any hospital where the patients that require
medical attention are treated. People need to pay
consultation charges, and the doctor will visit the patient
to conduct the necessary check-up. The doctor examines
the patient, conducts necessary tests, and prescribes
medication and treatment on the basis of the health
condition of the patient.
Hospitals have OPD wards for providing attention to the
patients and conducting medical treatment. The minor
surgeries and treatments can be easily conducted in the
OPDs. It is not necessary to admit a patient to the hospital
for surgeries and treatment. Moreover, modern OPDs
have the necessary equipment and facilities to conduct
surgeries, medical tests, and diagnoses.
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Difference between Outpatient and Inpatient

Department.

Although both departments have different roles and

functions, both are extremely important for any hospital.
The outpatient department provides the initial diagnoses.
Patient visits the OPD of hospitals for treatment. The
patient is not required to be admitted to the hospital for
treatment. Generally, OPD takes minor cases for
treatment. However, the inpatient departments admit the
patient for one or more days according to the severity of
the illness and the time required for treatment. Inpatient
departments admit patients with more severe medical
conditions as compared to OPD patients.

What are OPD timings?

The OPD timings usually differ from hospital to

hospital. But, most of the OPD are functional between
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9am to 6pm. More information can be derived from

your healthcare provider on the availability of doctors
during a defined time in the OPD.

What are OPD slots?

OPD slots are time frames which are allotted to a

particular specialist depending upon his availability and
other schedules in the hospital. For example, certain
visiting specialists have limited time slots where as full-
time consultants of the hospital can be available all the
time in case if they are required in the OPD.

How to book an appointment in an OPD?

Either you can call up the hospital directly to book an

appointment with the concerned specialist or in a
concerned specialty or you ask your healthcare provider
for details on how to book an appointment for a
particular health issue. Or book online appointment on
Medanta E clinic app.
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How do you know which specialist you need to refer

to?

Sometimes it is difficult to understand the symptoms

and hence it is advised to see a general physician who
can further guide you to the specialist as per your chief
complaint. Check the reviews of doctor on google for
better results.

Does an OPD have a separate billing counter?

The OPD unit of Medanta has a separate billing

counter and depending on the type of specialty the
consultation fee is charged.

What is first consultation?

First consultation refers to meeting with a doctor for the

very first time to discuss your health issues.
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What are registration fees and consultation fees?

Registration fees is the fees patients are charged when

patient register for the very first time in a hospital. On
the other hand, a consultation fee is the fees patients are
charged to consult with their specialist. Most of the
hospitals have an only one-time registration fee which
is valid for a certain period of time defined by the
hospital norms and in Medanta that is 200Rs. The
consultation fee on the contrary is charged every time
patient visit the doctor.

Does an OPD have CGHS\ECHS\Corporate desk?

Yes, Medanta have a corporate desk CGHS desk ECHS

desk for supporting the patient who all are eligible for
the discounts.

Does the OPD have a separate international patient

services desk?

Yes, Medanta have a separate international patient unit

which cater to all the needs of international patients
including the ones regarding the OPD services. The
international patient services desk helps international
patient in seeking the relevant information and
guidance.
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Is laboratory a part of the OPD?

No, laboratory is not a part of the OPD. At instance

consulting physician might advise patient to get certain
blood and other laboratory investigations done. A
medical/pathology laboratory is usually associated with
our hospital where the advised investigations can be
carried out and the reports can be further discussed with
the consulting specialist.

Can any surgeries be done in OPD?

Yes, Medanta’s OPD is well equipped where minor

surgical procedures can be performed and day care
facilities are also there.

What other services can be a part of the OPD?

Apart from minor surgical procedures Medanta also

have a provision of a day care dialysis unit where
patients who routinely have to undergo dialysis can be
taken care of. Other services offered by OPD include
health check-up plans for patients and for corporate
alliances and an attached pharmacy for availability of
medicine within the OPD premises.
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Are there waiting areas and longue in the OPD?

The OPD units in Medanta are planned with a waiting

area, information brochures and facility of rest rooms.
For example, the pediatric OPD waiting areas usually
have a small play area or entertainment available for
children to make them more comfortable. Most of the
OPD are equipped with stretchers, walkers and
wheelchairs to be used if required.

When to call an OPD and when the Emergency?

OPD and emergency are two different units in a

hospital. An appointment is usually made to consult a
doctor or a specialist for a health issue that does not
require emergency medical treatment. Whereas an
emergency unit is usually approached in case of
medical emergencies which require urgent medical care
such as injury after an accident, stroke, heart attack and
severe health issues to name a few.

Services Provided by the OPD

OPDs provide all general services and facilities which

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are necessary for any hospital. OPDs act as the first

step for consulting the doctor and getting the tests done
to proceed with treatment. Through the services
provided in OPD, the hospital works for the smooth
functioning of the healthcare system. These services are
classified as -
• Prevention and wellness -
OPDs provide guidance to the patients for overall
wellness and prevention of health issues. Doctors
guide patients to maintain a healthy weight,
improve sleep, balance sugar levels, etc.

• Diagnosis -
OPD is the first place where the patient and doctor
meet and discuss the patient's health condition.
After discussing the issue, the doctor suggests the
necessary tests for the patient. The lab tests and
MRI scans are conducted in the OPD.

• Treatment -
Treatment and minor surgeries can be done in the
outpatient department. Modern OPD has all the
necessary equipment to treat a patient. Surgeries
such as cuts, wounds, etc., can be easily handled in
the modern OPD.
Points to consider while visiting an OPD

It is important to know some points before visiting any

hospital's OPD. These points will save your time and
will make the treatment more convenient to access.
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• OPD Timings
The timing of OPD in any hospital depends on the
hospital itself. It varies from place to place and for
every hospital. However, India's most common
OPD timings are 9 A.M. to 6 P.M. This is the best
time to book your appointment and immediately
get one.

• OPD Slots
Specific slots are also provided in some hospitals.
Generally, it is according to the availability of the
doctor. Some specialists visit only during the
specific time slots. However, the common
consulting doctor is always available for the
patient.
• Booking an appointment in the OPD
Suppose, you want to consult a specialist then you
have to book an appointment with them through
call or online. However, you can even ask the
receptionist to book an appointment according to
its severity and health condition.
• Searching for the appropriate specialist
It is a difficult job to search for a specialist for your
treatment. In such a case, consult a general doctor
who will recommend a specialist if required.

Types of Outpatient Department

There are different types of OPD like ENT (ear, nose,

and throat), pediatric, skin, and eyes. These types are
based on the function and facility they offer. Several
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other OPDs are also there, which contribute to the easy

working of the healthcare system. Such types are OPDs
are -
1. Primary Care Clinic -
Primary care clinics are facilities where patients
consult the physicians. These physicians conduct
tests and direct the patient to specialists when the
need arises. Examples of primary care physicians
include nutritionists, family doctors, gynecologists,
etc. These are regular doctors that conduct the
check-up.
2. Community Clinic
The community health clinic is for the people who
cannot access healthcare. These allow people with
low incomes, no health insurance, workers, or
migrants.
3. Urgent Care Centre
The urgent care center is a clinic that serves the
purpose of an emergency ward. It is for those
treatments which require urgent attention but are
not life-threatening. The patients are treated for
illness and injuries without the emergency rooms.
Hence the urgent care center reduces the workload
of the emergency rooms by providing timely and
convenient treatment to the patients.
4. Specialized Outpatient Clinic
Specialized Outpatient Clinic is for the patients
suffering from a specific illness under the
specialization like cardiology, nephrology, wound
care, pain management, chemotherapy treatment,
and radiation treatment at specific centers.
5. Pharmacy
Nowadays, a pharmacy functions much beyond
what it used to do years ago. Today, the pharmacy
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provides preventive measures for health conditions,

possible side effects and other information associated
with the drug, and the readings such as heart rate and
blood pressure. These facilities are provided rather than
simply providing medicines to the patients.
6. Emergency Department
The emergency department is popularly known as
emergency rooms, abbreviated as ER. The
emergency department is in every hospital and
provides service to the patients who require
immediate treatment and attention. The staff of the
ER department is highly skilled and includes
doctors, nurses, and radiologists who treat
emergency illnesses or injuries. All these
professionals identify the problem and immediately
work on recovering the patient.

Importance of OPD in Healthcare Systems

• An Outpatient Department is at the entrance of any

hospital. It acts as the first place where the patients
and doctors communicate.
• It is a crucial link between the patients and the
healthcare system and is hence inseparable.
• It is vital in preventing diseases and ensures fast
recovery of the patient.
• It controls the number of patients in the inpatient
ward by providing small surgeries and treatments.
• It evaluates the patients, and only those who
require a bed or special care are shifted to the
inpatient ward. Thus, saving the number of
occupied beds.
• Generally, people that visit for the first time and
have minor health are treated in OPD. Doctors
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conduct tests, provide consultancy, and give

prescriptions to the patient in the OPD.

Process of Admission in the Outpatient Department

There is a certain process that is to be followed while
treating the patients in the OPD. It includes the
following:
7. The patient is screened, and tests are conducted as
an initial process.
8. The patients are allotted appointments for
consulting a doctor.
9. A new patient must maintain a file that can be
issued at reception.
10. A patient is generally charged for consultation
on the basis of whether they are a new patient or it
is their follow-up.

Difference between OPD and Emergency

The emergency ward is completely different from the

OPD in terms of the facility and its functioning. OPD is
for treating and diagnosing any general disease or
health condition, whereas emergency is for specific
conditions like accidents. The location, treatment, fees,
and functioning of both departments is completely
different.
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Difference between Day Care and Outpatient

Department

Day Care Treatments -

Day Care treatment is a treatment that usually requires

one day. Sometimes the treatment is even conducted in
a few hours with advanced technological tools. It
requires almost a day and is therefore known as Day
Care treatment.

Outpatient Department -
Hospitals have OPD wards for providing attention to the
patients and conducting medical treatment. It is not
necessary to be admitted to the hospital for surgeries and
treatment.
An outpatient department doesn't require a patient to be
admitted for treatment. The time of hospitalization is the
feature of OPD that differentiates it from the Day Care
treatments where the patient is admitted for a day. The
patient is discharged from the hospital if their health
improves after a day or two. The difference between Day
Care treatment and the outpatient department is only in
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terms of the duration for which the patient is

hospitalized.
For example, a dental surgery after an accident is a Day
Care treatment, whereas a root canal that can be done in
a few hours is possible in the outpatient department.
People need to pay consultation charges, and the doctor
will visit the patient to conduct the necessary check-up.
However, the expenses of the outpatient department are
much less as compared to the Day Care treatments. The
charges of other treatment that continue for many days is
greater than the Day Care treatment.

Benefits of OPD

Although OPD is a general ward, it has many benefits

compared to the other hospital departments. Some of the
benefits that increase the importance of OPDs are -
11. Less Expensive -
OPD helps saving money as the patient is not
admitted and is not required to pay for the bed.
12. Does not require admission -
Patients that are treated in OPD do not require to be
admitted unless the condition doesn't improve.
Treatment without admitting saves patients from the
stress of being admitted to the hospital.
13. Well-Equipped -
Nowadays, OPDs are well-equipped, and minor
surgeries and treatment can be provided in the OPD.
Modern OPDs have all the required equipment
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necessary for the initial diagnoses and investigation

of the ailment.
14. Good Service -
The quality of service provided at the OPD is good
as the staff is well-trained. Moreover, the patient can
conduct a diagnosis and get consultancy from a
doctor at the same place.
15. Easy Access -
People can easily access medical facilities and
practitioners through the outpatient department.
Moreover, the outpatient department fees are very
much affordable.
16. Control communicable diseases -
The outpatient department plays a prominent role in
controlling infectious diseases. It is done through
surveillance and tracing the common diseasing in
people with the help of data.
17. Research -
Data from the outpatient department is used for the
research purpose. It is crucial for the developments
in the field of medicines and vaccines that may help
in the reduction of common diseases.
18. Practice field -
OPD acts as the practice ground for the new doctors
to learn medicine. It even supports paramedical and
nursing staff.

Features of OPD

The main features of OPD which significantly contribute

to the healthcare system operation are listed below:
• It acts as the first point where the patient and the
healthcare system interact with each other.
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• It is the most important step in health promotion and

vital in the prevention of diseases.
• The screening is done to find the illness and see
whether the patient needs admission to the hospital.
• All patients can easily access the medical
practitioners and get the treatment done.
• It facilitates vaccination, common illness, or minor
surgeries.

Problems Identified in the OPD of MEDANTA

1. Lack of Co-ordination between the staffs of a

particular floor.
2. Technical Problem
3. Lack of Support between Patients and Staffs
4. Doctor nurse conflict
5. Late arrivals of doctor
6. Discrimination between cash and CGHS/ECHS
patients

Suggestions to the problems identified in the OPD of

MEDANTA

1. There should be a proper co-ordination between all

the staff members of the floor
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2. Technical problems are uncertain but can be easily

tackled if patient understands the problem of the
staffs
3. Patient should support staffs and co-operate well
with them so that it runs smoothly
4. Doctors should not give verbal orders to the nurses
all orders should be given in written for a smaller
number of mistakes
5. There should be an in-house investigation of the
doctors who are coming late to the hospital the
chairpersons of that particular department should
look into that matter and take an action against that
particular physician
6. Doctors or any other hospital staffs should
discriminate between cash patients or panel
patients, all the patients should be treated in same
way.

Conclusion
Good service and timely treatment of the patient are
necessary for the faster recovery of the patient. The
outpatient department is a crucial first step for any
medical treatment. It helps the patient recover or
improves from a certain health condition. OPD is the
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section that also provides additional services like

diagnosis, lab tests, precautionary advice, etc. It controls
the spread of infectious diseases and supports functions
such as vaccination, etc. Despite many beneficial
functions of the outpatient department, the facilities and
the quality of treatment varies from hospital to hospital.

Bibliography

I have taken help from the following;

1. Google.com
2. Wikipedia
3. Medanta.org
4. Teachers
5. Colleagues/Friends
6. Seniors
7. Parents
8. Hospital Information System Book
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