• Disha Chandra
• Dr Akhilesh Tiwari

Healthcare industry is experiencing pressure to improve the accessibility of the services to all patients equally and concurrently considerably reducing the cost of service offered maintaining the quality of care delivery. Patients have been regularly facing problems like long waiting times, service delays, and queuing. To improve the health care system, it is necessary to develop complete understanding of the health care delivery system to be able to find bottlenecks and in what scenarios do the system face failures as patients get introduced in the system. This study allows the hospital to notice what can show impact on improvement in hospital performance and what factors can help in reducing the patient waiting time. A cross-sectional study of a sample of 548 outpatients was conducted in a Gautam Buddha Nagar Hospital for one month duration to study the overall waiting time and factors responsible for the system congestion, using time and motion tool along with a structured questionnaire. It was highlighted through the linear regression model that the outpatient department gets congested mainly on specific weekdays and timings, patient’s age and length of the queue due to increased outpatient footfall in an unplanned manner. The overall waiting time was found to be increasing by 13.4mintes (age above 50yrs), 2.7minutes (Monday, Wednesday & Saturday) and 4.3minutes (morning OPD hours) with each additional patient in the queue. Implementation of patient scheduling system has been suggested for smoothening out the overall process in outpatient department and other related departments in the hospital. The research was limited to the study of overall waiting time as an effect of socio-demographic and post-visit factors related to the outpatient department.

Waiting, Outpatient, Scheduling, Appointment, Hospital

"A Case Study Analysis of Outpatient Department Waiting in Noida based Hospital", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.292-301, May-2019, Available :http://www.jetir.org/papers/JETIR1906044.pdf

"A Case Study Analysis of Outpatient Department Waiting in Noida based Hospital", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp292-301, May-2019, Available at : http://www.jetir.org/papers/JETIR1906044.pdf