Share these talks and lectures with your colleagues
Invite colleaguesResearch paper
Effectiveness of self-check-in kiosk use in a community-based clinic setting
Management in Healthcare: A Peer-Reviewed Journal,
8
(4),
377-386
(2024)
Abstract
With current and projected staffing shortages, healthcare settings must find innovative ways to address workload problems. One possible solution in the outpatient setting is the use of patient self-check-in kiosks. This paper aimed to understand the effectiveness of the use of self-check-in kiosks in a rural community-based clinic setting. Data was gathered retrospectively on patients seen in our clinic during 2022. Two-sample z-tests were used to compare the use of kiosks before and after the implementation of intentional interventions to help motivate patients to check in using kiosks. Binomial logistic regression was used to determine factors that influence use of kiosks. We then analysed patient satisfaction surveys to determine whether the interventions affected patient satisfaction. A total of 143,208 patients were included in the study. Significantly more patients used the self-check-in kiosks during the post-intervention period (24.9 per cent) than during the pre-intervention period (6.5 per cent) ( z = −102.79, P < 0.001). The outcome of the binomial logistic regression in the form of a model was significant ( χ2(9) = 2,274, P < 0.001) and showed that gender, age, financial (insurance) class and time of check-in significantly affect the likelihood of patients using the self-check-in kiosks. Patient satisfaction was not affected by the interventions. The study findings suggest that it is possible to increase the use of self-check-in kiosks with intentional interventions in a community-based clinic setting without negatively affecting patient satisfaction. Expecting that patients will use technology just because it is there may not be feasible, as evidenced by this case. Non-use of the technology by patients could lead to negative consequences, such as longer wait times and effects on overall patient flow.
Keywords: check-in; digital; kiosk; patient satisfaction; strategy technology
The full article is available to subscribers to the journal.
Author's Biography
Pawan Bhandari , PhD, is an assistant professor in the Department of Manufacturing Engineering Technology at Minnesota State University, Mankato, USA. Pawan earned a BS and MS in manufacturing engineering technology from Minnesota State University, Mankato, USA, and a PhD in technology management (quality systems) from Indiana State University, USA. Prior to joining academia, he worked as a principal health systems engineer at Mayo Clinic, Rochester, Minnesota, where he provided end-to-end consulting to internal clients between department, region and enterprise levels. He was also an instructor in the Health Care Systems Engineering, at the College of Medicine, Mayo Clinic. Prior to joining Mayo Clinic in 2013, Pawan worked as a manufacturing engineer. His research interests are quality and process improvement, technology management, quality systems, performance improvement in healthcare and applied business analytics.
Abraham A. Doolhoff , MHA, is Executive Director at UT Health, Austin, Texas. Prior to joining UT Health, he was an operations administrator supporting the medical specialities and Office of Access Management in the Mayo Clinic Health System — Southwest Minnesota region. He has a bachelor of science in health services administration and a master of health administration from the University of Washington. Abraham has been with Mayo Clinic since July 2021.
Laura E. Landwer is an associate coordinator supporting the Office of Access Management in the Mayo Clinic Health System — Southwest Minnesota region. Laura has an Associate of Applied Science in Surgical Technology from Presentation College. She has been with Mayo Clinic Health System since November 2020.
Patrick S. Culhane , MBA/HCM, is an operations manager supporting the Office of Access Management in the Mayo Clinic Health System — Southwest Minnesota region. He has a bachelor of science in respiratory care and is credentialed as a registered respiratory therapist (RRT). Patrick has been with Mayo Clinic since September 2021.
Lindsey K. Garvin is an operations manager for surgical services in the Mayo Clinic Health System — Southwest Minnesota region. She has a bachelor of science in organisational leadership and a master’s certificate in health promotion from Minnesota State University. Lindsey has been with Mayo Clinic since October 2011.
Ryan R. Johnson is Chief Operating Officer at the University of Texas Health Austin. He has over 20 years’ experience spanning multiple areas of administration. He has a master’s in business administration and is a certified public accountant in Minnesota.
Citation
Bhandari, Pawan, Doolhoff, Abraham A., Landwer, Laura E., Culhane, Patrick S., Garvin, Lindsey K. and Johnson, Ryan R. (2024, June 1). Effectiveness of self-check-in kiosk use in a community-based clinic setting. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 8, Issue 4. https://doi.org/10.69554/OEKO1039.
© Henry Stewart
Publications LLP
Publications LLP