62 Pre and post examination processing of patients in an o

6.2 Pre - and post - examination processing of patients in an outpatient clinic involves various

tasks performed by clerks and nurses. A time study conducted by the decision support

department is shown in Table EX 6.2 .

a. Determine the observed time for the pre - post exam process.

b. Determine the normal time for the pre - post exam process.

c. Determine the standard time for the pre - post exam process, using the basic - moderate

allowance for the job.

d. Calculate the standard time for the exam process. Do you think the time spent in the

outpatient clinic, without including the exam time, is reasonable? If not, what

improvements would you recommend?

TABLE EX 6.2

Observations (in Minutes)

1 2 3 4 5 6 7 8 9 10 11

ACTIVITY

Performance Rating

Registration 1.15 3 6 4 8 4 5 4 6 4 6 4

Co payment 0.95 7 9 11 8 12 9 6 11 9 12 10

Wait for nurse 1.00 17 15 17 12 11 17 12 19 12 20 18

Vital signs 0.96 9 8 11 12 9 8 10 12 8 12 11

Wait for exam room 1.00 12 15 12 14 21 18 11 16 9 14 18

Placement to exam room 0.98 3 5 4 6 3 5 3 6 5 4 7

Wait for physician 1.00 10 17 21 11 13 15 14 12 19 15 9

Examination 1.00 18 15 19 22 18 12 19 21 16 21 17

Test order entry 1.02 4 7 3 5 4 11 9 12 11 14 9

Referral requests 1.11 11 10 16 9 8 9 7 7 9 7 6

Follow - up appointment 1.08 3 5 3 4 3 4 4 5 3 3 5

Scheduling

a) observed time = 112.0909

b) std time = 113.319

The time is not reasonable. Everywhere it seems to be waiting. If waiting time is reduced customers can be happier.

Improvement in services to be needed to keep the waiting time at every stage to a bare minimum