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St Lawrence Surgery

Category: 3.2. Self-service Check-in screens

St Lawrence Surgery

The St Lawrence surgery in Worthing, West Sussex looks after 12,000 patients and has always been innovative in responding to feedback from its PPG. So, when the queues at the reception desk became a real problem, both for patients and the practice team, the surgery acted.

While investigating an automated check-in system to address this problem the practice also aimed to:

  • improve patient confidentiality;
  • speed up the arrival systems for nurses and GPs;
  • reduce the spread of infection to reception staff;
  • give patients an idea of the waiting time; and
  • provide a choice of check-in facilities.

The practice put forward a business case to their PCT for a grant to cover the initial £3,000 installation cost. This identified the current problems for the practice:

  • Queues were resulting in late arrivals and late registrations.
  • Therefore patients were late for their appointments.
  • This had a very negative impact on GP and nurse running time and appointment schedules.

There was a strong body of support for the introduction of the new system, but a number of potential risks were identified including:

  • ongoing maintenance costs (£340 per year) and issues;
  • lack of personal contact;
  • learning how to use the system; and
  • resistance from older patients.

These risk factors were monitored during the introduction and the evaluation of the project. One of the keys to

the project’s success with patients is that automated check-in is not mandatory. Patients have a choice, so can opt to book in with the receptionist. This project also highlighted the need for more privacy around the reception desk. New railings and signage were added to encourage patients to stand back slightly from patients ahead of them. The new system is fully integrated with the practice’s existing computer software (supplied by EMIS). Despite one or two hiccups during the first few weeks, it is working very efficiently.

Benefits

  • Improved access for patients
  • No complaints about queuing
  • Appointments now run to time
  • Better patient confidentiality
  • A sound investment.

Tips

  • Site the check-in machine away from the reception area but near enough for staff to keep an eye on it.
  • Install a hand gel dispenser at the side of the check-in screen with a sign asking patients to use the gel to reduce infectivity.
  • Give patients a choice – not everyone will want to use this check-in system.

 

Contact

Josiane Wadey, 01903 222902
jowadey@nhs.net

 

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