The document summarizes the functions and procedures of the front office department in a hospital. It discusses the registration process for new and returning patients, the billing and payment processes, admission counseling for inpatients, inpatient registration and admission, and the discharge billing process. It also includes flow charts outlining the processes for patient booking, outpatient and inpatient flows, and general outpatient services. The front office acts as the central point of contact and directly interacts with patients on arrival to complete registration, provide information, handle billing and admissions.

2. FRONT OFFICE
● The Front Office is a department of the hospital which
directly interacts with the patients when they first
arrive. The staffs of this department are very visible to the
patients or their family members. It functions as a central
point of contact across the organization.

3. CONTENTS
¨REGISTRETION
¨ENQUIRY
¨BILL PAYMENT
¨ADMISSION COUNSELING
¨IN PATIENT ADMISSION
¨DISCHARGE BILL
¨PROCCES FLOW OP AND IP PATIENTS

4. REGISTRATION: The Action Process Of Registering or Of Being Registerection
¨POLICY :All the patients of the hospital should have a
unique identity number .
¨PURPOSE :To complete the registration of patients who ar
coming to OPD .
¨SCOPE :All patients other than the patients booked online
and came for review within the review period, 13 days which
is free of consultation fee .
¨RESPONSIBILITES :Receptionist .

5. ¨ PROCEDURE:
¨There are two types of registration:” new patient”
registration and ‘’old patient registration .

6. ¨NEW PATIENT REGISTRATION :
¨
¨There will be patients registration from in front of the registration counter patients have
to fill the same any without mistake. (NAME ,ADDRESS,MOBILE NUMBER ). Name of
the patient /spouse/relative .and name of the doctor .
¨Registering the patients and generating a unique ID before the consultation .
¨Collect consultation fee and give receipt for the same .
¨Provide correct guidance about the location of OPD and give other information if
needed.
¨Responsible for cancelling the bill if needed.

7. ¨OLD PATIENT REGISTRATION
¨Patients attendants can directly go to the registration counter with a unique ID or
they can collect the ID number from the enquiry counter.
¨Registering the revisit of the patients in the same unique number .
¨Collect the consultation fee and give receipt of the same.
Responsible for cancelling the bills if needed.

8. ENQUIRY
DIRECT ENQUIRY:
● POLICY:Greet and give correct information and guidance for those who are in
need .
● PURPOSE :Greet the patients, bystanders,staff,and other clients and give
accurate information and proper guidance to them .
● SCOPE:All patients, staff and visitors and others .
● RESPONSIBILITIES: Receptionist.
● PROCEDURE:
● Patient attendant can directly come to the enquiry counter for enquiring
about doctors timing and others, facilities,admited patients ,direction /location
etc…
● Attending general enquiry phone from 7am to 7 pm

9. BILL PAYMENT
● Collect bill payments (pharmacy,lab,radiology,dental bills and discharge bills.
● Generating bills and collecting cash from patients and giving bills for the same
● All minor OP procedure bills, discharge bills

10. ADMISSION COUNSELING
● Provide pre admission counseling to In patients and bystanders.
● TO give information about IP treatments , availability of beds ,bill details
and required information

11. IN PATIENT ADMISSION
● All in patients (IP) of the hospital must have a unique IP identity number.
● TO complete the in patient admission procedure.
● By receptionist ( Admission and discharge counter ).
● Two TYPES
● IP admission and casualty admission
● Admission counter staff receives admission slip from patients attendants
● Provide admission and other consent forms like (NAME ,ADDRESS,BYSTANDER NAME
,PHONE NUMBER .ETC…)
● PREPARING admission file with barcode ,all constants forms, prescription and other
documents
● Room ward allotment .
● PAtient should pay fees like admission fee,advance and payment for bystander pass at the
payment counter.
● Send the patient and patients attendant to the allotted room ward with the hospital
attendant.

13. DISCHARGE BILL
● Discharge counter staff receive the billing sheet from the nurses station
concerned after getting the discharge advance of the doctor .
● Check the approximate bill in HIMS that is prepared on previous days.
● Prepare the final discharge bill .
● Check the prepared bill from the checking point and generate the final
discharge bill .
● Send a print out to the cash counter /reception and inform the nurses station
concerned
● Provide the discharge bill after receiving cash and collect the bystander pass
refund the cash that they have remitted at time of admission

14. Patient booking
Book( online/tele/mannual/app)>appointment>registration>fee>doctor
consultion>Diaganosis (lab, radiology)>next Conceltation >next appointment

15. PATIENTS FLOW CHARTS OF OP
Patient booking>patient appointment>patient registration>Cash Collection>OP
Concentration> Diaganosis (lab, radiology)>next Conceltation > Admission or give
Medicine….

16. PATIENT FLOW CHARTS OF IP
Doctor consultion >Admission counseling>IP registeretion (mannual/EMR)> covid
test>room allotment> IP treatment >discharge.>payment>review...

17. General OP
General op provides care and service to the needy
People with low cost compared with other services in
hospital. They provide primary services of cunsultation
and provide referal to other departments if needed.

18. Doctors & Departments…. C BLOCK
● Dr Anwar martew orthopedics
● Dr Muhammed unais general surgery
● Dr Shameez orthopedics
● Dr Thaha raseed urology
● Dr Shreejith nair general Surgery
● Dr Hashiya Hussain gynecology
● Dr rupa gynecology
● Dr Sanjay ragavan ent
● Dr Hidayathullah pediatrics
● Dr Binitha shajeem gynecology
● Dr Sulochana gynecology
● Dr Ratnkumary gynecology
Dr:shahul hameed ENT
Dr: Muhammed tp general medicine
Dr: Ahammed shafeeq spine surgery
Dr:shihabudeen genaral medicine
Dr:M Indira gynecology
Dr:chandranathi gynecology
Dr:Abdul Gafoor orthopedics

19. THANK YOU