1Research Scholar, KL University, Vijayawada
2Professor& Principal, College of Management, KLEF, Vijayawada (AP)
3Retina Consultant, Super specialty hospital Eye Care
4Clinical Pharmacologist, Krishna Institute of Medical Sciences, Hyderabad
The present dissertation addresses the service gaps and the causes behind it, specifically in super-speciality eye hospital with a wide range of multi-specialists. It includes the hierarchical process flow at a typical modern-day care Eye hospital.
A Survey has been conducted in which the patients are posed a questionnaire during their first visit to the OPD, to provide constructive feedback and grievances. A qualitative feedback of this is done by using MS Excel and other service tools. The results have pointed out the locations and causes of delay
By performing a Fish-bone analysis (cause-effect), the causes for delays in clinical diagnosis (done in various phases) are identified and plausible solutions are furnished to upgrade which would be a part of the continuous quality program.
This research helps the reader understand the process of service, its results and implications that are proposed as a solution to overcome the above issue.
Diagnosis, Delay, Factors, Ophthalmology, Super specialty hospital
