1. Pre-Opening Phase
1.1 OPD System Planning and Standards
• Design the work structure and service processes in the outpatient department (Patient Flow Design), from registration, waiting to see a doctor, making appointments, and payment.
• Develop Standard Operating Procedures (SOPs), workflows, and a Service Manual for the OPD team in accordance with JCI or HA standards.
• Plan the use of the Hospital Information System (HIS) and related IT tools, such as queue systems and online appointment systems.
1.2 Customer Experience (CX) Design
• Design the patient journey mapping to ensure fast, convenient, and safe services.
• Establish Service Excellence standards for OPD personnel and front-desk and call center staff.
1.3 Team Development and Recruitment
• Define the OPD team structure, job descriptions, and KPIs for all team positions (e.g., OPD Nurse, Receptionist, and Call Center Staff).
• Recruit, select, and train OPD personnel to ensure readiness before the hospital opens.
• Plan a training program for patient and customer service. Care and HIS System Usage
1.4 System Testing and Preparation
• Collaborate with the IT and Facility teams to conduct real-world system testing (Simulation/Dry Run) of OPD operations.
• Inspect and prepare equipment, medical devices, and OPD space for readiness.
1.5 Work Plan and Report Preparation
• Prepare the OPD Operational Plan for the first 6-12 months.
• Coordinate with the Marketing team and Medical Director to prepare for OPD service launch and package promotions.
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2. Post-Opening Phase
2.1 OPD Operations Management
• Supervise the OPD team to provide services in accordance with quality and safety standards.
• Manage patient flow and waiting time to reduce waiting times and increase service efficiency.
• Manage doctor and examination room scheduling. Prepare for the growing number of patients.
2.2 Quality and Compliance Management
• Monitor operations to ensure compliance with HA or JCI standards.
• Analyze problems and develop service processes (Continuous Improvement / Kaizen).
• Conduct patient satisfaction surveys and analyze results for service improvement.
2.3 Team and Service Culture Development
• Continuously train and develop personnel skills, such as Patient-Centered Care, Service Mindset, and Complaint Handling.
• Supervise performance evaluations and set KPIs for OPD staff.
2.4 Data and Report Management
• Prepare reports on outpatient statistics, appointments, problems, and patient feedback.
• Analyze patient data to help plan service development and expansion.
2.5 Cost and Budget Management
• Develop and control the OPD department budget for efficiency.
• Manage resources, both personnel and equipment, for cost-effectiveness and adequacy.
2.6 Patient Relations Management
• Receive patient complaints and resolve them professionally.
• Work with the Marketing and BD teams to create positive patient experiences and satisfaction.