Lasting Impact on Patient Service
CTS Healthcare helped us to improve operations in three key areas: patient satisfaction, patient flow, and the satisfaction of patient service representative.
Kelly, Director of Operations
Nashville, TN
Project Summary
A Tennessee medical center became interested in check-in kiosks as a way to improve operations in three key areas: patient satisfaction, patient flow and satisfaction of patient service representatives. Expansion initiatives in the Nashville area championed the use of technologies that would provide a higher level of patient service, eliminating bottlenecks from the waiting rooms of new service areas.
The medical center began its project to check-in patients in three areas: Preoperative Evaluation clinic, Pediatric Rehabilitation unit, and Radiology. Staff greeters were used to assist patients and address questions. The program was quickly expanded and kiosks were deployed to 11-additional areas, adding the ability for patients to pay copays via credit and debit cards to the CTS kiosk workflow.
Patients and staff were surveyed for feedback and found that average check-in time on a kiosk was 2 minutes, where more than 500,000 check-ins were completed annually using CTS kiosks. Staff were pleased to have more time to spend with patients who had complex check-in requirements or special needs.