The patient’s journey starts with checking in at the registration desk.

The patient’s journey starts with checking in at the registration desk. It continues with a stop the waiting room(time varies), taking vitals, the physical exam (varies depending on t needs/urgency of the patient; further details will be provided below), and ends with the checkou Two analysts (Mr. Carey and Ms. Reynolds) observed the process during February 2014 for tw consecutive days (on the 18th and the 19th), and provided the following details. Process Description Patients experiencing various health problems, or because they just need to have their annu heckup, head to ASK, at 115 Health Road, from 7:30 am to 4:30 pm weekdays (open hour except on Fridays, when the clinic is open 7 am to 12 pm and Saturday morning when the clin s open 9 am to 12 pm. Carey and Reynolds’ report highlights that, at the check-in desk, about 20% of the patients nee o come back because of various problems (they do not carry a valid ID, they do n