3.2. Self-service Check-in screens
Time is precious for receptionist staff. At busy times, patients can sometimes queue for several minutes to let staff know they have arrived. Automated touch-screens allow patients to check themselves in for an appointment quickly.
Some considerations
- Is there a need for this technology?
- How do receptionists feel about it? Do they often see queues forming, particularly at peak times?
- Have you tested this with your PPG to see how patients feel about these systems?
- Have you checked with your PCT to see if they are thinking about supporting such products or have any learning they can share?
- What kind of check-in system would work best in your practice – freestanding, desktop or wireless clipboard?
- If you choose the wireless clipboard or desktop version, make sure it is far enough away from the reception area, but within viewing distance of reception staff and patients walking through the door.
- Consult your GP system supplier to check whether they offer their own systems, or that the systems you are considering are compatible with your software.
- Is this the most cost-effective solution?
- Agree an installation date with the supplier. Ensure you have an agreed communications plan for both staff (you may need a member of staff manning the system for the first couple of weeks to train patients) and patients ensuring patients are made fully aware of the system through newsletters etc).
- Ensure you assess the impact of the new system through patient and staff reaction. Have reception staff seen queues reduce?
Tip
Get volunteers from your PPG to assist patients with the machines until they get used to them.
Benefits
- Patients spend less time queuing, relieving frustrations.
- Can free up receptionist time so that they can work in other areas.
- Manages patient expectations by informing them of waiting times.
- Option to have multiple screens for different waiting rooms or across different sites.
- Patients may feel more comfortable checking in on a screen rather than speaking to a receptionist.
- Text can be made multi-lingual.
Drawbacks
- They may not be suitable for patients with sight problems or elderly patients.
- Patients may prefer face-to-face contact rather than new technology.
- Think about privacy and confidentiality. Some patients may feel like their private information is available to all.
- There may be space issues in smaller surgeries.
- Think about maintenance costs.
- You may need to provide hand gel.
Costs
Up to £3,000 for initial set-up for kiosk based solution. Maintenance charges of around £340 a year. (Speak to your PCT.)
