Insights

Healthcare: Improving the Patient Experience and Reducing Human Error

By Alex Goodwin

April 26, 2017

Hospitals and healthcare facilities are constantly looking for ways to reduce human error and alleviate the burden on staff incurred by paperwork and data input. At the same time, they are also actively seeking to improve the patient experience. This latter objective isn’t necessarily driven by altruism: a recent study by Accenture indicates that hospitals that rate highly in terms of patient experience also tend to fare better financially. With the bottom line at stake, one can understand why healthcare providers are so eager for solutions that will boost customer satisfaction, streamline administrative tasks, and improve the accuracy of critical personal data.

Self-service kiosks to the rescue

There are many factors that determine patient satisfaction, but one simple improvement
Interactive Kiosk With ID Tray (optional)that all healthcare facilities should consider is the integration of self-service kiosks into registration areas, waiting rooms and other initial customer touch points. Relatively small devices can have an outsized impact in streamlining ubiquitous administrative processes. While it’s no secret that technological innovation has transformed many aspects of the medical industry, there remains an untapped opportunity to modernize everyday tasks such as check-in, registration, payment, prescription pick-up, data input, and more.

The versatile and compact Interactive Kiosk with ID Tray from Aila Technologies is a powerful, cost-effective and user-friendly solution. Featuring an integrated image-based scanner and a familiar iOS-based touchscreen interface, Aila’s Interactive Kiosk with ID Tray is a stand-alone device that can have a dramatic impact in delivering a seamless customer experience.

Streamlining data input

Even as healthcare facilities gradually integrate more and more technology-enabled tools into their infrastructure and workflow—some mandated by law—most still rely upon some form of manual data input. This is both slow and inefficient. Worse yet, people make mistakes; in the healthcare world, human error can have serious—and costly—consequences.

With Aila’s Interactive Kiosk with ID Tray, users can input data directly by scanning items like driver’s licenses, insurance cards, prescription barcodes, and more, or make selections and fill out forms through the touchscreen interface. The image-based scanner will accurately recognize and read optical characters such as the name of an insurance provider, as well as group ID and number or the address on a driver’s license; it can also read barcodes, QR codes, and other symbologies.

In addition to making it easier for patients to input their own information, by automating the input process through the scanner, Aila’s Interactive Kiosks ensure the accuracy of critical personal and insurance data. This will both enhance the customer experience and provide better outcomes. Gone are the days of having to repeat out loud sensitive information such as social security numbers or dates of birth in often-crowded waiting rooms.

Reducing Administrative Cost, Increasing Efficiency

At pharmacies and drug stores, Aila’s Interactive Kiosks with ID Tray can be used by a patient to bring up a prescription order, verify identity through a driver’s license or government ID, input insurance and loyalty card information, and process payment. Enabling these functions through a self-service kiosk frees up pharmacists to focus on more important functions, such as providing consultations and filling prescriptions.

In hospitals and healthcare clinics, self-service kiosks in waiting rooms have been shown to expedite the check-in process and reduce waiting time, just as they have in airports and banks. Considering the burden of record keeping in the healthcare industry, reducing human error by providing an opportunity for self-service data input is an obvious improvement. And alleviating administrative staff from the responsibility of these simple clerical exchanges will allow them more time to focus on other aspects of the customer experience, including offering personalized assistance to those who need it.  

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