OPD section: Name: Specialization and work experience: 12 yrs Clinic name: Timings: 1 hour morning, 1 Hour evening

Q. What are the facilities given to customers during wait time? For example watch TV, read Newspaper/ Magazines etc. Q. how do patients get an appointment? Via phone, e-mail or token system? Q. After how many days do the patients get an appointment? Q. How is scheduling done? That is how do you sort out customers who have to get their B.P checked from those who need a proper check-up? Answer. We leave some empty numbers in between so that emergency patients are adjusted in it. Q. what is the average wait time of customers? Q. do you maintain a record of patients visiting your clinic? Answer. Patient records are maintained for three days. Q. how many patients visit you per day? Q. How many employees do you have? Answer. Number of employees is 4. Two for morning shift and two for evening shift. Q. how is the employee scheduling done? What are the criteria for hiring and firing employees? Answer. Employee must be qualified and in clinic case employees referred are given importance while hiring. We do not have minimum degree criteria for employees. Q. Do you have a training program for your employees? Answer. they usually get their training from working in clinics/hospitals. Q. Are your employees doing multiple jobs? That is cashier doing other jobs too?

Answer. Their job is taking appointments, dispensing and injecting medicines into the patients body. Q. do you have a reward system for you employees? Q. do you have a control system to monitor their performance? Q. how is cleanliness maintained in your clinic? Q. Is your clinic air conditioned or not? Q. What are the peak times and do you hire additional staff during peak time? ANSWER. Peak time depends on season. In order to meet the demand we increase our time in clinic and do not leave for home that is work late night. We do not hire additional staff. Q. what do you charge per patient? Answer. Per check up fee Rs. 150. Usually family physician and patients also discuss some private issues but the charges are the same for counseling too. However we have discounts for needy people. An emergency fee is charged for emergency cases. Q. Is demand forecasting done by you? What extra capacity planning do you have during peak times/seasons? Q. How is inventory managed for products like dettol, syringes, sani-plast and how do you estimate the needs for it? What is your re-order point? Answer. Staff monitors the amount of inventory for these products. 2 orders per month are placed. Q. Who is your supplier? How much do they charge you? Answer. Order placed to suppliers. Either we buy ourselves or have commission agents. We mostly use commission agents and give them instructions regarding the products and its quality. Q. What are your major sources of revenue vs. sources of Expense? Please share in terms of percentages. Q. is consultation over phone allowed? If yes then, how much average time per customer do you spend on phone consultation? Answer. Yes I provide phone consultation.

Q. layout of the clinic Q. Please share the overall profitability of the business. Q. Comparison of the two clinics. Which one is doing better? Q. Recommendations on how can you make his clinic operations more efficient.

I dont know where to put this additional information: Liquid medicines. Patient psyche that when I come to a doctor I should take some medicine back. Pakistan and Bangladesh. Now he avoids. Difference in north and gulshan patients, North (elite urdu speaking. Gulshan(mixed population) Moral responsibility North same employees, smaller area/ size JHOOTI QOUM hai Trend in local companies that they participate in activities like taking doctors on trips. International companies have different ethics they wont do this.