Customer’s arrival at the reception: (request contact information then confirm customer’s existence in the data base ( request completion of forms if not) confirm if information is current (request updates if not)
Customer to waiting room customer waits for their turn for the next doctor
Customer to doctor [here the doctor examines the patient ,physical, laboratory tests, x-ray, may take blood sample to the lab for hematology and blood biochemistry or Urine sample for urinalysis). The doctor may decide:
Treatment of patient
The patient may go to theater
The patient may be admitted
The patient may be discharged without any treatment.
Post –examination treatment given from pharmacy, if drug not available, the doctor writes prescription.
Follow up visit if required, an appointment is issued.
After treatment, the patient may be admitted; hence the doctor fills the admission form, the patient may be dicharged hence the doctor writes the bill and gets paid. After theatre, the patient may be admitted; hence the doctor writes an admission form or discharges the patient and writes the bill.
After admission, the doctor discharges the patient and writes the bill. Payment on the account; customers coming to settle accounts need not see the doctor but can pay directly to the secretary or doctor on duty.
Special clinics; customers may book an appointment for specialized clinics which are held once a week on the day set aside (this is underway).