MUYUNDA, Mubita2025-08-222025https://research.unilus.ac.zm/handle/123456789/492Master Of Business Administration - Healthcare Management - DissertationThis study investigates the factors contributing to inefficiencies in patient flow at the Outpatient Department (OPD) of University Teaching Hospital (UTH) in Lusaka, Zambia, aiming to propose solutions to optimize service delivery. Tertiary healthcare facilities like UTH face significant challenges such as long waiting times, overcrowded waiting areas, and inefficient triage systems contributing to delayed care and increased strain on resources. Despite the critical importance of efficient patient flow for quality healthcare delivery, little has been done to optimize this process in Zambia. This research aims to fill this knowledge gap by exploring the specific challenges faced at UTH's OPD. The objectives aim at investigating factors contributing to patient flow inefficiencies and developing recommendations for improvement capturing the perspectives of healthcare providers and patients. The research uses a mixed-methods approach, combining qualitative methods such as in-depth interviews and focus group discussions with quantitative data from surveys and observations aiming for a comprehensive understanding of patient flow dynamics. The study's population consists of 50 healthcare providers and 1,000 patients from UTH’s OPD, with a calculated sample size of 322 participants. Data collection involves surveys, interviews, focus groups, and documentary analysis. The study revealed inefficiencies that included bottlenecks identified at registration, consultation, and pharmacy stages. Long waiting times, averaging 30-60 minute sat registration and over an hour at the pharmacy were found. Patient satisfaction was low, with 75.1% expressing dissatisfaction with the registration process. Healthcare providers highlighted staffing shortages and poor coordination as challenges. Recommendations: Increase staffing levels, implement technology-driven solutions, and improve resource allocation. Engage healthcare workers as key stakeholders in these undertakings so as to enhance healthcare service delivery in hospitals. Keywords: Optimisation; Patient Flow, Outpatient Department, University Teaching Hospital, Bottlenecks, Waiting Time, Efficiency.enThesis