Tech cure for queue woes at Rohtak medical institute

Even as new medical facilities are being introduced to strengthen the healthcare system at Haryana’s Pt BD Sharma Post Graduate Institute of Medical Sciences (PGIMS), Rohtak, the time-consuming process of receiving treatment at the overcrowded Outdoor Patient Department (OPD) remains a persistent concern for patients.

Aware of the inconvenience, PGIMS authorities have now devised a plan to ease the card-making process and reduce patient wait times.

Every day, over 8,000 patients from across Haryana and neighbouring states visit the over 30 clinical OPDs at the institute. While blood investigations, diagnostic services, and medicines have been made available under one roof here, initial procedures — such as obtaining an OPD card — often involve standing in long queues, particularly during peak hours.

According to reports, the number of patients visiting the OPD has increased by approximately 20 per cent over the past five years, further adding to the pressure on existing systems and highlighting the need for improved patient management facilities.

To ensure smoother OPD visits, eight self-service kiosks will soon be installed at multiple locations around the OPD block of the facility.

These computer-operated kiosks, similar to ATMs, will allow patients to generate their OPD cards without standing in queues, thereby streamlining the first step of the treatment process.

“Yes, we are fully aware that obtaining an OPD card is a time-consuming and frustrating process for patients. That is why we are in the final stages of rolling out computerised self-service kiosks to facilitate them. Patients will be able to get their OPD card by inserting a Rs 5 coin or currency note into the kiosk. A specially designed software will recommend departments or doctors based on the symptoms or ailment selected by the patient,” said Dr HK Aggarwal, Vice-Chancellor, University of Health Sciences, Rohtak (UHSR).

He said patients earlier faced similar challenges when it came to blood investigations and collecting prescribed medicines — both are free of cost — after their check-up by the doctor concerned at the OPD.

“Now, blood investigation facilities have been made available on every floor of the OPD block, while medicine centres have been opened in all OPD facilities. This arrangement allows patients to access these services closer to their respective OPD facility, significantly reducing wait times and easing crowding. The move has brought major relief to patients and their attendants, who previously had to navigate long lines and delays for these services,” said Dr Aggarwal.

He said a major change in the OPD medicine distribution policy had been made recently.

“Patients now get medicines for 30 days instead of the earlier three-to-four-day supply. The decision has eased the burden on patients who travel long distances for treatment,” he said. The VC added that obtaining blood test reports used to be a major challenge for patients.

After getting their OPD cards made, they had to stand in long queues to collect their reports, which were prepared manually. In cases where reports went missing, patients or their attendants were often forced to visit other blocks to retrieve them, adding to the hassle, he said.

“Now, like private diagnostic centres, patients receive their reports directly on their registered mobile phone numbers in the PDF format. Additionally, these reports are instantly accessible to doctors in the OPD,” said Dr Aggarwal.

He added that, now, doctors could simply enter OPD registration numbers on a software on the computers in their consultation rooms to view the patient reports in real-time.

“This digital system has significantly saved time for both patients and their attendants, as they no longer need to stand in queues or visit multiple counters. In many cases, they receive their reports while sitting at home,” he added.

On being asked about other new medical facilities at PGIMS, Dr Aggarwal said the facility of Endoscopic Retrograde Cholangiopancreatography (ERCP) — a specialised procedure used to diagnose and treat conditions of the bile ducts and pancreas — had been introduced while a new laparoscopic machine had been installed at the trauma centre.

PGIMS Medical Superintendent Dr Kundan Mittal said patients were often admitted to hospital wards following their initial check-up at the OPDs.

To ensure that these patients did not face any inconvenience in reaching the wards from the OPD block, an e-rickshaw service had been made available, the Medical Superintendent added.

Talking about the self-service kiosks, Dr Mittal said all formalities in this regard would soon be completed, adding that the kiosks would likely be installed within a month.