Improving state of AIIMS - Addl inputs

Thanks for all your inputs on improving the State of AIIMS. If you have additional inputs on Issues, Root Causes or Solutions, please list those as comments. We are compiling the whitepaper for the Hon'ble Minister and will also share it with Union Ministry of Health.

State of AIIMS – Key Solutions

1. Internet and phone booking of appointments should be quickly put in place
2. The number of registration counters should be increased during peak timings
3. Automated appointment machines should be installed at AIIMS like in private banks
4. The staff should be trained on customer service at regular intervals
5. The cleaning services should be outsourced to private vendors who could be held accountable
6. Number of Doctors in the OPD should be increased
7. The remuneration of doctors should be made at-par with the private hospitals
8. Waiting area should be improved and more sitting arrangements should be made
9. Senior citizens should be given preferential treatment
10. A free Shuttle service should be started from the parking to the main building
11. Staff should be held accountable to their work
12. Supervisors should be appointed to oversee the smooth working of different departments of AIIMS
13. Employees involved in selling medicines outside should be caught and immediately dismissed from service
14. AIIMS should sign a MoU with international institutes like Penn and Hopkins to elevate itself to the next level
15. AIIMS should be strictly made a referral hospital.

State of AIIMS - Key Root Causes:

1. The number of patients that visit AIIMS is very, very high
2. AIIMS offers free consultation and medicines due to which people visit unnecessarily
3. There are limited number of registration counters at the hospital
4. The staff is not held accountable for their work
5. There is a lack of proper supervision
6. Staff lacks customer service etiquette
7. The doctor patient ratio is not proportionate
8. Number of visiting patients keep increasing but the infrastructure remains the same
9. Doctors don’t want to work with AIIMS as the remuneration is not at par with the private hospitals
10. There is not enough space inside the hospital to cater to the growing car parking demand
11. Many rackets have surfaced where the medicines meant for the patients at AIIMS are being sold outside in black
12. The online appointment system is not up to the mark.

State of AIIMS – Key Issues:

1. No provision for booking appointment online
2. Long queues for registration/appointment
3. The staff members are very lazy, slow
4. Staff is usually very rude with the patients
5. Hospital premises is very dirty
6. Waiting time to see a doctor is too much
7. Not enough sitting arrangements for the patients
8. There is shortage of doctors
9. No special arrangements for senior citizens
10. Number of beds are not enough for the patients
11. Parking facilities are really poor and people have to walk almost a kilometre to get to the main building
12. Test reports take a long time to reach patients
13. In OPD the senior doctors come late
14. The behaviour of most of the doctors particularly junior ones is not service oriented
15. Most of the days, there is a shortage of medicines in AIIMS more