IIM Indore-led study proposes model for appropriate, efficient outpatient care

Indore (Madhya Pradesh): To enhance outpatient care delivery, a joint study by the Indian Institute of Management (IIM) Indore, XIM University and IIM Calcutta has introduced a new model that aims to balance efficiency and equity in health care. The research, led by Professor Rohit Kapoor, IIM Indore, provides actionable insights for hospitals to improve service delivery while ensuring equitable treatment for patients.

“Outpatient care, a significant revenue driver for hospitals and a critical component of timely health care access, often grapples with challenges such as patient dissatisfaction and operational inefficiencies. The proposed model addresses these issues using a multi-objective framework that weighs two key factors: cost of care delivery and patient dissatisfaction,” Kapur said.

The study was conducted through field visits to three multi-specialty hospitals in Central India, which were recognized by the National Accreditation Board for Hospitals and Healthcare Service Providers (NABH) for their long-term reputation among consumers, socio-economic diversity in patient demographics and Was selected for recognition.

The parameters used to formulate this model included the perspectives of both patients and servers. From the patients' perspective, important factors to consider were the waiting time experienced by the patient and the fairness of the service provided. From the server's perspective, important factors to consider were doctor overtime, doctor idle time, and the number of patients denied care.

Interviews were conducted with patients to evaluate the quality of the service, including waiting times, appointment process, cost of service, and clinical outcomes. The basis for selecting the slot interval, the ratio of capacity to random walk-ins and the grace period for decision makers were taken into account. Finally, the study emphasized the balance between achieving the best results and the efficiency of the solution in terms of computational. Effort and time.

practical applications

The study's findings provide hospital administrators with a blueprint for data-driven decision making. For example, administrators can determine ideal appointment times, allocate resources for walk-in patients, and develop policies to address patient delays. The impact of the model's simulation-based optimization approach extends beyond hospitals to health care camp organizers and primary health clinics. By addressing the concerns of both patients and servers, the model ensures a patient-centered approach while maintaining operational and economic feasibility.

Changes in healthcare after the pandemic

In the post-pandemic world, exploring this model could benefit the health care ecosystem. This highlights the potential to improve care delivery through a mix of fairness, efficiency and computational optimization, leading to a more flexible and patient-centered health care system.

Key features of the model include

Customized scheduling for outpatient appointments.

Allocation of capacity for unscheduled walk-in patients.

Implementing grace periods for late arriving patients to balance operational efficiency with patient satisfaction.

Policies to handle patients who are consistently late, such as first-come-first-served treatment for excessive delays.

benefits for stakeholders

Patient: Waiting times were reduced and fairness in service delivery was improved.

Doctor: Balanced workload, minimizing idle and overtime periods.

hospital: Improving competitiveness through higher service quality and efficiency.

Health Services Administrator: Strategic guidance on resource allocation and policy development.