Patient Journey

This document details the complete patient journey through the iHospita HMS.

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Journey Overview

┌─────────────────────────────────────────────────────────────────┐
│                      PATIENT JOURNEY                             │
├─────────────────────────────────────────────────────────────────┤
│                                                                   │
│  1. ARRIVAL        2. REGISTRATION      3. QUEUE                 │
│  ┌─────────┐       ┌─────────┐          ┌─────────┐             │
│  │ Patient │──────▶│ Check-in │────────▶│  Wait   │             │
│  │ Arrives │       │  Desk   │          │  Area   │             │
│  └─────────┘       └─────────┘          └─────────┘             │
│                                              │                    │
│                                              ▼                    │
│  6. EXIT           5. PAYMENT           4. CLINICAL              │
│  ┌─────────┐       ┌─────────┐          ┌─────────┐             │
│  │ Patient │◀──────│ Cashier │◀─────────│  Doctor │             │
│  │ Leaves  │       │         │          │  Room   │             │
│  └─────────┘       └─────────┘          └─────────┘             │
│                                                                   │
└─────────────────────────────────────────────────────────────────┘

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Stage 1: Arrival

Walk-in Patient

1. Patient arrives at hospital
2. Takes a number (optional)
3. Proceeds to reception

Appointment Patient

1. Patient arrives at hospital
2. Reports to reception with appointment details
3. Staff confirms appointment

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Stage 2: Registration

New Patient

1. Receptionist collects information:
   • Full name
   • Phone number
   • Date of birth
   • Emergency contact
2. System creates patient record
3. System creates family membership
4. Patient ID generated
5. Digital saving card created

Returning Patient

1. Receptionist searches by phone or Patient ID
2. Verifies patient identity
3. Updates any changed information

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Stage 3: Queue

1. Patient assigned to doctor's queue
2. Queue number issued
3. Patient waits in designated area
4. Queue status visible on TV display
5. Audio announcement when called

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Stage 4: Clinical

Consultation

1. Nurse records vitals (optional)
2. Doctor reviews patient history
3. Doctor conducts examination
4. Doctor records findings (SOAP notes)
5. Doctor makes diagnosis (ICD-10)

Orders

1. Doctor orders lab tests (if needed)
2. Doctor creates prescription (if needed)
3. Services added to invoice automatically

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Stage 5: Payment

1. Patient proceeds to cashier
2. Cashier reviews invoice
3. VIP discount applied automatically
4. Patient selects payment method
5. Payment processed
6. Receipt generated
7. Loyalty points awarded

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Stage 6: Exit

With Prescription

1. Patient proceeds to pharmacy
2. Pharmacist dispenses medications
3. Patient receives medications
4. Patient exits

With Lab Orders

1. Patient proceeds to laboratory
2. Sample collected
3. Patient exits (or waits for results)

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Touchpoints

Stage	Staff	System Features
Arrival	-	Queue kiosk (future)
Registration	Receptionist	Patient search, registration form
Queue	-	Queue display, SMS notification
Clinical	Doctor/Nurse	EMR, prescription, lab orders
Payment	Cashier	Invoice, payment processing
Exit	Pharmacist/Lab	Dispensing, sample collection

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Pain Points Addressed

Problem	Solution
Long wait times	Queue management with TV display
Paper records	Digital patient records
Lost medical history	Centralized patient profile
Complex billing	Automatic invoice generation
No loyalty program	Family-based VIP system