Project Overview

This project focused on analysing and redesigning the Outpatient Department (OPD)
registration process to improve patient flow, reduce waiting times,
eliminate duplicate activities, and support digital transformation.

The project explored how healthcare organisations can move from manual,
paper-based registration processes to a more efficient digital workflow
that improves both patient experience and operational performance.

Business Problem

• Long registration queues and waiting times
• Manual data entry creating delays
• Repeated collection of patient information
• Limited visibility of patient flow
• Reduced efficiency during peak periods
• Increased administrative workload

Patients experienced delays before consultations, while staff spent
significant time performing repetitive manual activities.

Project Objectives

• Reduce patient waiting times
• Improve registration efficiency
• Eliminate duplicate data entry
• Improve visibility of patient flow
• Support digital transformation goals
• Improve patient experience
• Support operational decision-making using data

Stakeholder Analysis

Current State (AS‑IS)

1. Patient arrives at hospital
2. Patient joins registration queue
3. Registration form completed manually
4. Staff enter details into system
5. Patient waits for registration confirmation
6. Patient proceeds to consultation area

The existing process contains multiple manual activities,
repeated data collection, long wait times, and limited visibility
of patient progress throughout the registration journey.

Future State (TO‑BE)

1. Patient registers online or via self-service kiosk
2. Patient details captured electronically
3. Appointment slot automatically allocated
4. Digital confirmation generated
5. Staff access patient details in real time
6. Patient progresses efficiently through OPD workflow

The redesigned process removes unnecessary manual tasks,
improves visibility, reduces waiting time, and supports better
patient flow management.

Gap Analysis