You have seen kiosks at the airport, Panera, McDonald’s and other physician offices. Now, we have them, too. Here is what we have learned after 6 months of use:
Most patients are satisfied with the kiosk system. Over 99% use the kiosks and almost 33% of our patients complete some of the registration at home upon receiving a digital appointment reminder.
Registration time has decreased by about 10 minutes per patient and, in fact, we are finding patients are spending about 10 minutes less time here, per visit.
Our employment is up. We promised there would be no layoffs as result of these kiosks and we have kept our word. We actually employ more people than when we launched the kiosks during September 2018.
The insurance verification system built into the kiosks is proving to be very accurate. This is giving patients, and us, very good information on benefits availably and patient out-of-pocket costs.
We have received about 10 written complaints regarding the kiosks. About half of these state concerns about job loss and the other half simply want things to return as they were. We have attempted to address each person’s concerns with a written response.
The kiosk vendor has asked us to test a new technology that might make registration even easier. We hope to announce the details soon.
Thanks for taking the time to learn about this technology.