New kiosk users welcome some help
New kiosk users welcome some help
Greeter role helps transition
Patients have an increased comfort level with kiosks compared with five years ago when these were first added to registration areas at University of Wisconsin Hospital in Madison, because more people have encountered kiosks elsewhere, reports Geralyn K. Murphy, MHA, director of access services.
Satisfaction hasn't been negatively affected by the kiosks, because patients can see a registrar if they choose, Murphy says. "This is an option for patients who are comfortable using it and patients we are assisting to become comfortable with it," she says.
When the kiosks first were added, a "greeter/promoter" role was created to help patients learn to use them. While the greeter won't recommend the kiosk to patients with an insurance or name change, because they need to see a registrar, he or she actively encourages other patients to give it a try with assistance.
"After several months, we thought patients would have established a comfort level and wouldn't need somebody there," says Murphy. "We took that person away, but the percentage of usage went down the very first week."
If a patient can't complete registration at the kiosk for any reason, the greeter steps in and registers the patient at her workstation. "It's the best of both worlds. During peak volumes. we have a productive staff person assisting patients," says Murphy. "But when it's not busy, she does other work that can be easily put down."'
Be patient-friendly
After kiosks were implemented, University of Wisconsin Hospital made these patient-friendly changes to encourage their use:
Medicare as Secondary Payer questions were added for patients to view and answer.
"We have received feedback from patients that they like the privacy in answering these questions at the kiosk, instead of having that done by a registrar every time they come," says Murphy.
Patients can pay copays and outstanding hospital and professional balances at the kiosk.
"Patients have favorably commented on that convenience," says Murphy.
Patient soon will be able to call up their information more easily.
Patients can bring up their information by swiping their credit cards or entering their names, says Murphy. Soon they will be able to bring up their information even more easily with palm scanner technology that has been used for two years in registration areas.
Infection control questions were added to pediatric clinic kiosks.
When the parent answers "yes" to any one of those, a medical assistant is autopaged, who immediately takes the patient from registration to an exam room, thereby avoiding contact with other patients in the waiting room, explains Murphy.
Less time waiting
Most patients see the kiosks as a way to avoid waiting in line, says Kathleen Mandato, MBA, PhD, director of Vanderbilt Medical Group Systems & Service Education Department. "It keeps the flow moving, especially for high-volume clinics," she adds. "It also alleviates some stress on the front desk staff. If they know the line is building, they can suggest using the kiosk."
Registrars are freed to spend more time with patients who really need face-to face assistance, adds Mandato. "Patients tell us they appreciate having more privacy when verifying demographics, versus saying the information out loud at the desk," she says.
Front desk staff are the ones who "make or break the whole process," says Mandato. "They are the ones looking at the waiting area to see what's happening. If they're not busy checking in a patient, they can come out to act in a concierge role."
Patients have an increased comfort level with kiosks compared with five years ago when these were first added to registration areas at University of Wisconsin Hospital in Madison, because more people have encountered kiosks elsewhere, reports Geralyn K. Murphy, MHA, director of access services.Subscribe Now for Access
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