Category: 3.2. Self-service Check-in screens
This is a large practice in Devon with over 12,000 patients. On a Monday morning the check-in queue for appointments was getting out of hand. Many patients arrived late which had an impact on appointment schedules.
According to Practice Manager Janine Payne, the reception desk just couldn’t cope with the volume of patients during peak times – 550 patients coming through the door in one day.
‘We visited a neighbouring practice that had installed an electronic check-in system and saw first hand just how well it worked. Financially, our practice was lucky enough to have a pot of money from some private fundraising which we decided to use. The cost of the hardware, software and licence was around £1,500 and of course there is an annual maintenance fee.’
One of the surgery’s key issues was the location of the equipment, as at the time it had to be within ten feet of the server. This means that it is quite close to the reception desk. Other risks included:
The surgery addressed all these issues during the planning and implementation phase. Key to the success of the project has been clear communication with patients during the introduction of the new system.
As Janine explains, ‘Using the electronic check-in system is easy when you know how. But if you have problems the first time you use it you will be less inclined to use it next time. That’s why we often have informal training sessions going on and volunteers at peak times to help – we find this works very well indeed.’
Janine Payne, 01626 884112
janine.payne@nhs.net
