The Situation
A high-volume eye hospital in Ambala was facing long processing times for surgical-advised patients.
On average, patients spent 2.5 hours moving through pre-surgical workflows, leading to congestion, patient dissatisfaction, and a surgical conversion rate of just 45%.
The workflow lacked prioritisation for diagnosed patients, coordination between departments was limited, and patient flow was not actively managed.
Our Approach
- Implemented lean (Kaizen) process redesign to remove bottlenecks and inefficiencies
- Introduced fast-track and alert channel systems for surgery-advised patients
- Appointed a dedicated OPD coordinator to actively manage and streamline patient movement
The focus was on speed, clarity, and flow, without compromising clinical quality.
Why was surgical processing slow initially?
Workflows were not optimised, diagnosed patients were not prioritised, and coordination across departments was limited.
Did faster processing affect care quality?
No. Lean redesign focused on removing waste and delays while maintaining clinical safety and accuracy.
Is this approach suitable for other high-volume hospitals?
Yes. Lean workflow and fast-track models are highly effective in high-footfall clinical environments.
The Results
Processing Time
Reduced from 2.5 hours to 1.4 hours
Surgical Conversion
Improved from 45% to 62%
Patient Experience
Faster movement, reduced waiting, improved satisfaction
Operational Efficiency
Smoother coordination across OPD, diagnostics, and counselling
Guide the Process and Solve Problems
A weekly, executive-level decision mechanism to guide the process and solve problems as they arise.
