Touchscreen Check-In: Kiosks Speed Hospital Registration

Author:

Jared Rhoads and Erica Drazen

Self-service kiosks are increasingly being deployed in ambulatory and emergency departments as a means to boost patient satisfaction and improve operational efficiency.  Kiosks give patients a fast and convenient way to check in, register for services, pay co-payments and update personal information. Used to augment existing front-office personnel, kiosks reduce waiting lines and help free up staff members to assist patients with more complicated registration or payment needs. Compared to other technologies such as electronic medical records or clinical systems, patient kiosks are relatively easy to implement, require a small investment, and can be deployed selectively to the departments that are likely to benefit from their use. In this report, commissioned by the California HealthCare Foundation, Jared Rhoads and Erica Drazen of CSC’s Healthcare Sector examine the available technologies, survey the vendor landscape, and describe how hospitals are using kiosks today. The authors provide a list of best practices and report on the experiences of four facilities in which kiosks have been implemented.  Although kiosks are new to the healthcare industry, this research shows that early adopters have successfully used kiosks to improve service and adapt to rising consumer expectations.

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