Reducing Turnaround Time in Outpatient Departments: An Analytical Study from a Government Hospital in West Bengal

Reducing Turnaround Time in Outpatient Departments: An Analytical Study from a Government Hospital in West Bengal

Tapamoy Ghosh

MBA in Hospital and Healthcare Management Brainware University, Kolkata, India

DOI: https://doi.org/10.51244/IJRSI.2025.120700066

Received: 08 July 2025; Accepted: 12 July 2025; Published: 01 August 2025

ABSTRACT

The efficiency of healthcare delivery in the Outpatient Department (OPD) is a critical determinant of patient satisfaction and hospital performance. One of the key performance indicators in OPD operations is the Initial Assessment Turnaround Time (TAT), which refers to the time taken from a patient’s arrival to their first clinical evaluation. This study conducts an analytical investigation into the causes of prolonged TAT at Habra State General Hospital in West Bengal. A mixed-methods approach was used, involving time-motion study, structured interviews, and patient feedback. Major findings highlighted registration delays, staff shortages during peak hours, lack of digital systems, and patient misguidance. Based on the analysis, actionable interventions such as workflow redesign, digital queue systems, and improved patient communication are proposed to reduce TAT and enhance overall OPD performance.

Keywords: Turnaround Time, OPD Efficiency, Patient Satisfaction, Hospital Management, Health Services, Process Improvement

INTRODUCTION

This study was conducted as part of the MBA curriculum at Brainware University during an internship at Habra State General Hospital. The focus was on understanding real-world applications of hospital management theory. The OPD was chosen due to its critical role in healthcare delivery, managing large patient volumes daily. Turnaround Time (TAT) from arrival to first consultation was observed as a major service quality factor.

Objectives of the Study

– To analyze the workflow and processes in OPD assessment.

– To identify factors contributing to high TAT.

– To assess the impact of delayed TAT on patient satisfaction.

– To propose process improvements and measure their impact.

METHODOLOGY

A descriptive analytical design was adopted. Data was collected over three months (Feb-April 2025) using:
– Time-motion tracking of 120-150 patients

– Staff and patient interviews

– Secondary data analysis (logs, registers)

Quantitative data was analyzed via Excel; qualitative data was thematically analyzed.

FINDINGS

– Avg TAT: Ranged from 25 to 45 mins; peak delays in morning (9 AM–12 PM)

– Top delay causes: Registration bottlenecks, lack of queue displays, understaffed counters

– Patient feedback: 70% found wait time frustrating; 80% found doctor behavior professional

– April (post-intervention): Avg TAT dropped to 22.5 mins from 30 mins (March)

SOLUTIONS PROPOSED

– Digital registration & token system

– Queue displays & signage

– Extra staff during peak hours

– Daily monitoring of TAT metrics

– Improved communication for new/elderly patients

CONCLUSION

TAT in OPD is directly tied to hospital efficiency and patient experience. This study shows that simple low-cost interventions can significantly reduce TAT. The findings advocate for more structured OPD workflows and basic tech adoption even in government setups.

REFERENCES

1. Mahapatra, P. et al. (2009). Patient flow and time management in OPDs. Indian J Public Health.
2. Kaur, S. & Singh, A. (2020). Waiting time in outpatient services. Journal of Hospital Administration.
3. Kumar, A. & Sharma, R. (2018). Improving OPD efficiency. Int J Healthcare Management.
4. WHO. (2008). Access to health workers in rural areas.
5. Ministry of Health and Family Welfare, India. (2020). SOP for OPD management.

AUTHOR BIOGRAPHY

I am Tapamoy Ghosh, a postgraduate in Hospital and Healthcare Management from Brainware University, Kolkata. This research paper is a part of my academic internship project conducted at Habra State General Hospital, West Bengal. My primary interest lies in optimizing healthcare delivery systems, especially in public sector hospitals, to enhance efficiency and patient satisfaction through process improvement and management innovation.