SLA Management
Service level agreement tracking and turnaround time compliance
SLAs Monitored
8
Met
4
At Risk
1
Breached
3
SLA Compliance — Jun 2026
Emergency triage to doctor contact time
Target: < 5 minutesActual: 4.2 minEmergency · Jun 2026
Met
Lab TAT — Routine haematology (CBC)
Target: < 2 hoursActual: 1.8 hr avgLab · Jun 2026
Met
Lab TAT — STAT / Critical results (verbal notification)
Target: < 30 minutesActual: 38 min avgLab · Jun 2026
Breached
Radiology — CT report turnaround (routine)
Target: < 4 hoursActual: 5.1 hr avgRadiology · Jun 2026
Breached
Discharge summary completion within 24h
Target: > 95%Actual: 68%Medical Records · May 2026
Breached
OT first case start time (on-time ≥ 08:00)
Target: > 90%Actual: 84%OT · Jun 2026
At Risk
OPD patient wait time (first call to doctor)
Target: < 30 minutesActual: 26 min avgOPD · Jun 2026
Met
Pharmacy dispensing TAT — IPD urgent medications
Target: < 20 minutesActual: 17 min avgPharmacy · Jun 2026
Met