JDWNRH dis­con­tin­ues ap­point­ment sys­tem in eye dept.

Business Bhutan - - Nation - Phub Dem from Thim­phu

Jigme Dorji Wangchuk Na­tional Re­fer­ral Hos­pi­tal (JDWNRH) rolled out ap­point­ment sys­tem for ten of its de­part­ment around two months back, how­ever it has dis­con­tin­ued ap­point­ment con­sul­ta­tion in the De­part­ment of Oph­thal­mol­ogy (eye) be­gin­ning Mon­day.

The of­fi­ci­at­ing chief pro­gram of­fi­cer with the hos­pi­tal’s Qual­ity As­sur­ance and Stan­dard­iza­tion Divi­sion (QASD), Jigme Cho­den said the ap­point­ment sys­tem for this de­part­ment was dis­con­tin­ued due to the com­plex na­ture of ex­am­i­na­tion and treat­ment pro­ce­dure.

“The man­age­ment was skep­ti­cal right from the be­gin­ning when the eye de­part­ment started ap­point­ment sys­tem be­cause un­like in other OPD, pa­tient avail mul­ti­ple ser­vices in eye de­part­ment,” she added.

How­ever, Jigme Cho­den said the de­part­ment was pos­i­tive about its smooth func­tion­ing and de­cided to try ap­point­ment sys­tem in Oph­thal­mol­ogy de­part­ment.

“We started hav­ing prob­lem a month af­ter it started and the de­part­ment con­tin­ued to face prob­lem af­ter sev­eral tries,” she said, adding that the de­part­ment and QASD, there­fore, fi­nally de­cided to dis­con­tinue it.

“The de­part­ment is presently run­ning well,” Jigme Cho­den said.

Mean­while, JDWRH started ap­point­ment sys­tem as a pi­lot project in the three de­part­ments of ENT, Gyne­col­ogy/Ob­stet­rics and Med­i­cal in March 2018. Af­ter its suc­cess, sim­i­lar sys­tem was started for the de­part­ment of Sur­gi­cal, Den­tal, Psy­chi­a­try, Der­ma­tol­ogy, Or­tho­pe­dic, Oph­thal­mol­ogy and Pe­di­atric on Septem­ber 3, 2018.

The of­fi­ci­at­ing chief pro­gram of­fi­cer said the pi­lot project was a suc­cess and many peo­ple found it con­ve­nient as they did not have to wait in queue un­like the past. It was then rolled out in JDWNRH’s seven de­part­ments.

Three months fol­low­ing the ini­ti­a­tion of the ap­point­ment sys­tem, the QASD also car­ried out a wait­ing time sur­vey and it was found that the wait­ing time was dras­ti­cally re­duced.

“This was be­cause pa­tients were given sched­uled time and the sur­vey found that all the pa­tients were seen on or be­fore the ap­point­ment time,” Jigme Cho­den said.

How­ever, she added that the re­duc­tion of pa­tients’ wait­ing time was not jus­ti­fied in Oph­thal­mol­ogy de­part­ment since most pa­tients need around twothree hours to com­plete the whole process. It was also found that most of the pa­tients failed to turn up for their ap­point­ment for var­i­ous rea­sons, thus wast­ing the al­lo­cated time for con­sul­ta­tion.

Mean­while, the ap­point­ment sys­tem in JDWNRH was in­tro­duced to re­duce pa­tient wait­ing time and as a strate­gic re­sponse to the rec­om­men­da­tion and find­ings of Royal au­dit Au­thor­ity’s per­for­mance re­port and QASD sur­vey.

The RAA per­for­mance au­dit on de­liv­ery of OPD ser­vices in JDWNRH found that av­er­age pa­tient wait­ing time in med­i­cal and Gen­eral OPD was be­yond the set tar­get of 45 min­utes. And the sur­vey car­ried out by QASD in 11 OPDS in 2017 found that the av­er­age wait­ing time was 1 hour and 9 min­utes.

The med­i­cal su­per­in­ten­dent of JDWNRH, Dr.Gosar Pemba said the ap­point­ment sys­tem was ini­ti­ated not only to re­duce wait­ing time but also to im­prove qual­ity of OPD ser­vices be­cause ap­point­ment sys­tem al­lowed ev­ery pa­tient 10 min­utes time to take qual­ity con­sul­ta­tion and ex­am­i­na­tion in de­tail.

A pa­tient who had come for con­sul­ta­tion, man­ager of Changjiji Youth Cen­ter Kin­ley Phub said the ap­point­ment sys­tem is very con­ve­nient. He added, “I don’t have to stand in line for hours and the ap­point­ment is im­me­di­ate and early for se­vere cases.”

He said the hos­pi­tal is also flex­i­ble for those who are still un­known to the ap­point­ment sys­tem.

Jigme Cho­den said pro­vi­sions are also kept in all the OPDs for walk in pa­tients as the hos­pi­tal still gets sev­eral pa­tients ev­ery­day who are not aware of the new sys­tem.

“Many still fail to get an ap­point­ment even though mul­ti­ple an­nounce­ments have been made on na­tional tele­vi­sion,” she added.

Jigme Cho­den added that one main con­cern since the in­tro­duc­tion of the ap­point­ment sys­tem was peo­ple not turn­ing up on sched­uled time.

“On a daily ba­sis ‘no-show’ is about 8-10 cases. There­fore, hos­pi­tal re­quests all in­di­vid­ual who makes ap­point­ment to show up on time or in­form the re­cep­tion­ist so that the slot can be pre­ar­ranged for those in need,” she added.

Mean­while, to get an ap­point­ment on the next day, a pa­tient will have to call the con­cerned de­part­ment be­tween 10 am to 3 pm.

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