Antenatal Department Workflow

Name of the Student

Course Title


Date of Submission



Antenatal Department Workflow

345757525133300027336753475355009144001675130001714501265555Caller identification and nature of call

00Caller identification and nature of call

97155088455500257175474980Answer phone call with greeting and company identification

00Answer phone call with greeting and company identification


171450155575Is it a general diagnosis?

00Is it a general diagnosis?

2228850125730Direct to doctor on duty

00Direct to doctor on duty





47625447040Is it an antenatal department calls?

00Is it an antenatal department calls?



2486025226695Direct to nurse on duty

00Direct to nurse on duty







2124075471170Inform the nurse

00Inform the nurse

34290061595Is the specified nurse available?

00Is the specified nurse available?

444817539370000362902512700Connect the caller

00Connect the caller





552450400685Kindly ask to call later

00Kindly ask to call later





Explanation of the flowchart:

This flowchart illustrates how a call from a client is received at the reception desk of the hospital, and determination of the nature of the call is done, and responded correctly. These are the steps a call goes through to get to the antenatal department:

A call comes in at the reception, and the receptionist greets the guest and identifies the hospital by name. Takes the details of the client and gets to understand the nature of the call.

If it involves a general disease diagnosis, that is any other nature of disease apart from antenatal nature, it is directed to the doctor on duty. If it entails antenatal attention, it is directed to the antenatal department.

Upon getting to this department, the receptionist at this department welcomes the client to the antenatal department, and once again listens to the client’s needs in regards to the department. If it is just about diagnosis, the call is connected to nurse on duty. If the client is looking for a specific nurse, the receptionist confirms if the nurse is available, if the person is available, the receptionist informs the nurse then connects the call.

If the nurse is not around at that time, the client is asked to call later on.

Step # Title Technology Policies and rules Information

1. Receptionist Phone and computer Code of conduct Store the name of clients, their company name, and the reason of the call.

2. Doctor Computer Dignity at work Offers diagnosis and any needful information.

3. Nurse Computer Discipline and grievance procedures Assists the doctor with antenatal diagnosis.

Currently, the metric being used to measure workflow is performance and to be specific, this is done through engagement. This is so important since the hospital discovers where and when clients lost interest. After finding out this information, then they engages in getting ways to improve their workflow and make customers more engaging. It is an effective method because the hospital is aware of what needs to be improved and ensures patients retain a good image of them through their good hospitality (Huser, Rasmussen, Oberg, & Starren, April 10, 2011).

Improvement could occur at the reception area of the main hospital. Instead of antenatal department calls getting there first, they can just be ringing direct to the department. This will ease the time a client is kept on hold as the call is being transferred to antenatal department. Apart from holding time, clients’ diagnosis will be being attendant very fast, since there will be no waiting time, and this will improve the workflow activity as well as make clients more pleased (Health Information Technology, n.d.). Being aware of workflow activity is very important because it enables the company achieve the intended goals, and it helps to eliminate redundancy in the organization (Agency for Healthcare Research and Quality, May, 2013).


Agency for Healthcare Research and Quality. (May, 2013). Module 5: Mapping and Redesigning Workflow. Practice Facilitation Handbook. Retrieved from

Health Information Technology. (n.d.). What is Workflow? Agency for Healthcare Research and Quality. Retrieved from

Huser, V., Rasmussen, L. V., Oberg, R., & Starren, J. B. (April 10, 2011). Implementation of Workflow Engine Technology to Deliver Basic Clinical Decision Support Functionality. BMC Medical Research Methodology. Retrieved from