Best Practices for Implementing Check-In Kiosks in Hospitals and Clinics

Unfortunately, the classic patient intake process of long lines, redundant paperwork, and frustrated reception staff no longer works in a contemporary healthcare facility. Patient check-in kiosks are being used by hospitals and clinics across the U.S. to upgrade operations, improve the patient experience, and lessen staff burden.

However, deploying a successful check-in kiosk is much more than dropping a tablet in the lobby. It takes careful planning, smooth integration, and a partner who understands technology and healthcare workflows. At Aila, we partner with enterprise healthcare providers to deploy on-demand, self-service check-in systems to meet these changing demands.

Best Practices for Deploying Patient Check-In Kiosks in Healthcare

Rolling out a successful check-in kiosk system in healthcare requires much more than installing devices in the waiting room. From physical placement to integration, every decision plays a role in shaping patient experience and operational outcomes.

Based on years of experience across retail, healthcare, and enterprise deployments, here are six best practices for implementing self-service kiosks in hospitals, clinics, and diagnostic labs:

1. Place Kiosks Where Patients Naturally Pause

Strategic placement is everything. Position kiosks where patients naturally pause, such as near the front entrance or check-in counter. Avoid hidden corners or congested areas. If possible:

• Use signage and floor decals to guide patients
• Ensure kiosks are easily visible from the main entrance
• Position kiosks to allow for privacy without blocking foot traffic

In healthcare environments, privacy compliance is especially critical—make sure kiosks are accessible to wheelchair users and those with limited mobility.

2. Design for Speed, Simplicity, and Clarity

Keep the check-in experience fast and intuitive. The interface should be:

• Touch-optimized with large tap targets
• Written in plain language (avoid clinical jargon)
• Limited to the minimum number of steps needed for check-in

Healthcare-specific guidance includes offering multi-language options and clearly indicating the next step for users at every stage. Aila’s kiosk platform supports custom workflows, so the interface can be adapted for your intake process.

3. Build Staff Buy-In Early

Staff adoption can make or break kiosk success. Healthcare staff may be concerned that kiosks add to their responsibilities—or worse, make their roles obsolete. That’s why early buy-in is essential:

• Explain that kiosks are designed to reduce low-value administrative tasks, not eliminate jobs
• Include frontline staff in pilot testing and feedback loops
• Provide training on how to assist patients who are unsure or prefer human interaction

Empowered staff lead to smoother rollouts and higher patient adoption.

4. Invest in Enterprise-Grade Remote Management

In healthcare, uptime is mission-critical. Your kiosk fleet should be easy to manage at scale, especially across dozens—or hundreds—of locations.

Aila’s solution includes built-in remote monitoring and management, allowing IT teams to:

• Push software updates centrally
• Monitor device health and usage
• Troubleshoot without dispatching on-site support

This reduces downtime and ensures consistent performance across the board.

5. Embed Compliance and Security into Every Step

Self-service in healthcare must meet privacy standards without compromise. This includes:

• Encrypted data transmission and secure login sessions
• Automatic logouts and screen dimming to protect patient privacy
• Secure, EMV-compliant payment terminals if collecting co-pays

Patients should also be presented with digital versions of privacy consents and other forms—ensuring nothing is missed in the intake process.

6. Measure What Matters—and Iterate Often

Once live, monitor kiosk performance with real-world data. Look at:

• Average check-in times
• Adoption rates vs. staff-led check-in
• Drop-off points in the digital workflow
• Feedback from patients and staff

Use these insights to iterate on the experience. For example, if patients consistently get stuck on insurance scanning, your team can simplify that step or offer more on-screen guidance. Aila’s built-in analytics tools make this insight easy to access and act on.

Why Implement Check-In Kiosks in Healthcare?

1. Reduced Wait Times

Manual check-ins take a lot of time. Kiosks enable multiple patients to check in simultaneously to avoid bottlenecks and lengthy wait times. One solution to this challenge came from companies like LabCorp and Quest Diagnostics​ , who reported a considerable increase in throughput from deploying Aila’s kiosks​.

2. Increased Staff Efficiency

Automation of intake means the front desk team members are free to work on higher-value roles such as helping elderly patients or responding to urgent questions. It also helps prevent burnout by cutting down on repetitive administrative work.

3. Improved Data Accuracy

This eliminates the possibility of human error in inputting data. When patients type in their information, there’s less risk of transcription errors, fewer discrepancies, and more accurate data for downstream systems such as EHRs.

4. Enhanced Patient Experience

Patients in today’s world seek that convenience, even when they are engaged with digital systems. A smooth, updated check-in experience underscores your brand’s dedication to caring, efficiency, and innovation.

5. The Scalability to Run Multiple Sites

Aila’s kiosk solutions are designed for enterprise scalability, allowing healthcare systems with hundreds of locations to deploy uniform, centrally managed solutions system-wide.

Best Practices for Implementing Check-In Kiosks

1. Design with the Patient Journey in Mind

Before implementation, map out the complete check-in workflow, including:

• Where patients enter the facility
• How they are greeted or directed
• How kiosks are introduced (e.g., signage or staff guidance)
• Where patients go after checking in

A poorly placed kiosk or unclear instructions can diminish adoption. The most successful deployments make kiosks intuitive and accessible.

2. Ensure Integration with Your EHR and PMS

Your check-in kiosk must work seamlessly with your Electronic Health Record (EHR) and Practice Management System (PMS). Key integration features should include:

• Real-time appointment sync
• Secure patient record updates
• ID and insurance card scanning with automatic field population
• Bi-directional communication for appointment confirmations or updates

This interoperability ensures that the kiosk supports—not disrupts—existing workflows.

3. Choose Enterprise-Grade Hardware and Software

Avoid consumer-grade tablets or DIY setups. Enterprise-level check-in kiosks like those from Aila Technologies offer:

• Durable enclosures for high-traffic environments
• Secure mounting and privacy accessibility
• Advanced scanning technology that can read IDs, QR codes, and insurance cards with image-based precision
• Remote management capabilities to monitor, update, or troubleshoot devices across all locations

This level of quality and support is essential for reliability at scale.

4. Prioritize Security 

When dealing with patient data, security is non-negotiable. Ensure the kiosk platform includes:

• Encrypted data transmission
• Session timeouts to prevent unauthorized access
• Secure payment processing
• Clear privacy policies are visible to the patient

5. Train Staff on Kiosk Support

While the kiosk is a self-service solution, frontline staff must still be trained to:

• Assist patients unfamiliar with technology
• Troubleshoot basic issues
• Redirect patients to a staff member when needed.

This blend of digital and human support maximizes adoption and satisfaction.

6. Monitor & Optimize Post-Launch

Use remote analytics and support tools to monitor:

• Average check-in time
• Drop-off rates
• System uptime
• Patient satisfaction scores

Aila’s platform includes remote management and reporting features that simplify optimizing and troubleshooting site performance.

What to Look For in a Check-In Kiosk Solution

When evaluating vendors, enterprise healthcare providers should prioritize:

Typical Use Cases: Real-World Results

• LabCorp: Modernized intake using Aila’s iPad-based kiosks, improving accuracy and efficiency across dozens of locations​.
• Quest Diagnostics: Achieved measurable time savings for phlebotomists, reducing peak-hour bottlenecks​.
• Urgent Care Centers: Reported reduced wait times, fewer patient complaints, and better insurance data collection through kiosk check-ins​.

Challenges and How to Overcome Them

Frequently Asked Questions (FAQs)

Is a patient check-in kiosk a replacement for staff?

No. Kiosks are meant to assist staff, not provide a substitute for staff. By tackling repetitive jobs, kiosks enable employees to concentrate on high-touch, scientific, or intricate administrative jobs.

Are older patients finding these systems difficult to use?

No. With the correct staff guidance, adoption rates across age groups are high.

What is the footprint of kiosks?

Aila’s modular kiosk platform is highly customizable from countertop to wall-mounted, or floor stand to suit your space.

Start Your Check-in Transformation Today

Implementing a patient check-in kiosk solution isn’t merely a technological upgrade but a strategic solution to deliver an improved patient experience, optimise staff workflows, and future-proof your operations for the evolving healthcare landscape. But the key is finding a provider that does more than sell you hardware.

Aila provides a comprehensive self-service platform, hardware, software, and managed services tailored to enterprise healthcare environments. We can help you deliver a scalable solution, whether outfitting one hospital or multiple clinic locations.

Ready to explore a better way to manage patient intake?

Contact sales to schedule a demo, or view our success stories to learn more.