Introduction:Health of citizen is the wealth of nation.

India has contributed the most ancient medical science ayurvedato the world besides other medical sciences. This field had witnessed a rapid metamorphosis in all of its sections. With immensely increasing advancement in the field of technology, ambit of medical sciences had enlarged making it most sophisticated, diagnosis and cure oriented. With the advent of 21st century, the health care has become an industry having tremendous potential.

Front office is the heart of the hospital so proper function of front office is very important in hospital sector or any other firm. Here describes the principal function customer front office and customer service

Customer needs may be defined as the goods or services a customer requires to achieve specific goals. Different needs are of varying importance to the customer. Customer expectations are influenced by cultural values, advertising, marketing and other communications both with the supplier and with other sources.

Front office:In business front office refers to sales and marketing divisions of a company. It may also refer to other divisions in a company that involves interaction with the clients.

Customer Relationship management:It includes many aspects. Which relate directly to one another, Front office operations: direct contact with the clients eg. Face to face meetings, phone calls, emails etc

Back office: operations that ultimately affect the activities of the front office eg. Billing, maintenance, planning, marketing, finance, manufacturing etc.

Functions of the Front office:1. To identify and analyze clients need and problems. 2. Recognize the most common reason for clients/patients complaints. 3. Discover techniques to cultivate and maintain special customer relationship. 4. Assess your communication style and use two-way communication skills to level the people, to accept feed back from them, and to discuss problems. 5. Registration- The patient/guest coming for treatment or willing to show a consultant. 6. Bill Settlement

Objectives of the Study:The objectives of this study are:

1. To assess the current situation of front office management of this hospital. 2. Integrate front and back office operations through the use of sophisticated work flow management, and standardize the patient access service delivery model. 3. To assess customers/patients & expectation and perception level towards service quality of the front office staff in five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. 4. To analyze the discrepancy gap between customers/patients& expectation and perception towards service quality of the front office staff. 5. Increase quality of care provided to patients.

Significance of the study:-

This study will be as a practical guideline for the hospital management, especially the front office management. The outcome of this study will develop the service quality of the front office staff in order to meet with patients/clients needs and their satisfaction. If the result showed the high score the hospital faculty happy with the service. In contrast if the result showed the low score, the hospital faculty would improve the service and arrange training program.

Front office challenges in health care service: Customer interfaces to enable high flow Introduce new services and service bundles quickly. Perform various checking to reduce error rate. Handle pending patients/guests efficiently. Handle and synchronize customer and product data. Proper communication with minimum time.

Literature Review:This chapter reviews the literature in six main areas: (1) Hospital information, (2) The roles and qualifications of front office staff, (3) Service quality (4) Patient/Client satisfactions (5) Patients/Clients expectations and (6) Previous studies.

Research methodology: In this project, the methodology of the study consisted of four sections which Were participants i.e.; the IP and OP patients, research instrument i.e.; the questionnaire, procedures and data analysis.

Policy Implication:The current study revealed that the levels of front office management existing in the hospital considered are limited. But the equipments existing in the hospitals are of standard type and special interface may not be necessary.

Conclusion:The project is designed to know not only the organizational structure, functioning, attitudes towards the patients, responsibilities and duties of front office but also achieved a

goal that is to have each patient leave with a smile/satisfaction on their face and a feeling of having been well take care of by the hospital employees especially from front office staffs.