The study assesses various aspects contributing to patient experience in the endoscopy department of a Tertiary care hospital in Mumbai, India . The prime focus is on understanding the reasons for delay in patient care delivery and identifying areas of improvement in the processes through application of value stream mapping tool. A time-motion study of 148 patients was conducted at a multi-specialty tertiary care hospital in the Endoscopy, Bronchoscopy & Urodynamic department to study the time delays and determine reasons for the same. Value-stream mapping, Ishikawa/Fish-bone Diagram and ASQ’s Quality Tools: Cause & Effect Matrix with Improve plan were used for analysis. The study highlights the main problem areas linking to methodical issues, manpower issues and communication issues which could improve significantly through the use of value stream mapping application.