On Tuesday, August 12th 2014 The Ottawa Hospital went “live” and joined the growing list of customers who are installing Check-In and/or Wayfinding kiosks provided by the Access Management software company, PatientWay. There are many benefits seen by patients, staff and hospital administration when implementing both check-in and wayfinding kiosks…lets take a closer look at Wayfinding kiosks specifically.
It’s a fact, patients and visitors can easily get lost and frustrated in a big campus or unfamiliar hospital environment.
- Why can’t we easily show visitors how to navigate multiple buildings?
- Why do hospital marketing departments spend too much of their precious budget on replacing ever changing signage?
- Why are hospital staff members hanging hand written notes over outdated signs which originally cost thousands of dollars to produce and install?
- Why do we assume all patients and visitors are comfortable navigating in English?
Key Features of Wayfinding and Information kiosks:
- Find your destination: Patient Rooms, Offices, Conference Rooms, Departments, Security, Pharmacy, Billing and more…
- Find a person: Doctors, Administrators, Executive Assistants, Pharmacists, and more…
- Locate Dining and other services
- Multi-step printing
- Feedback service
- Multiple language capability
- ADA Accessibility/compliant
- Emergency messaging
- Completely customizable to your hospital’s needs and requirements
- And much, much more…
Why are more customers choosing PatientWay Wayfinding & Information kiosks?
The PatientWay Wayfinding module, part of the PatientWay Suite, is a patient-friendly system to obtain directions to their clinic. Hospitals constantly change so we’ve designed Wayfinding so that it is easy to update the maps, routes and destinations. PatientWay Wayfinding also provides staff and patient directories as well as helpful resources around the hospital. PatientWay’s Wayfinding Kiosks provide your patients and visitors a friendly and modern self-service resource for finding clinics, services, and staff at your hospital. Kiosks make everybody feel welcome at your hospital by working natively in up to 65 languages.
Phase II initiatives begin this month!
Oakland County Michigan Health Division begins Phase II
Earlier this year PatientWay saved the day for the Oakland County clinics when the initial software company was unable to handle the requests of the site. By implementing PatientWay’s Registration & Check-In solution not only was the problem solved, the response from patients (and site administrators) has been so overwhelming four more kiosks were just ordered!
Also beginning Phase II is well established customer, Rouge Valley Health System.
The success we achieved at Rouge Valley’s Centenary Site in Scarborough, Ontario made us the first automation company to implement kiosks that get the metrics to prove we are saving the hospital administration time and money. This happy customer has now expanded to the their second site, RVHS Ajax and Pickering, in anticipation of further savings!
Schedule a Demo: http://www.patientway.com/contact
Patient satisfaction has become more important than ever, as it is now directly tied to reimbursement. The Centers for Medicare & Medicaid Services requires hospitals to report patient satisfaction of (HCAHPS) results.
In light of this growing priority, Disney has introduced its new program, that incorporates the five most powerful Disney philosophies – leadership excellence, people management, quality service, brand loyalty and creativity/innovation – to help healthcare organizations exceed the expectations of patients.
“Our program helps hospitals and healthcare organizations focus more on the overall patient experience, rather than just clinical outcomes” says Disney Institute consultant Patrick Jordan, a former healthcare executive. “This is incredibly important for building a culture of excellence.“
Results to date have been positive. For example, Fierce Healthcare reports that:
“Florida Hospital for Children has seen patient satisfaction scores increase after their time with Disney Institute. After measuring patient and family satisfaction scores two years in a row, administrators were shocked to find their facility ranked in the bottom ten percent of hospitals nationwide.
FHC began embracing change through Disney Institute seminars, site visits and subsequent training sessions at the hospital. As a result, Press Ganey patient/family satisfaction scores jumped from the bottom 10 percent in the nation to the top 10 percent, employee morale soared, employee retention rates improved and the hospital’s pediatric emergency room is now ranked top in the nation.”
So beyond Disney’s ability to capture the imagination (and wallets) of millions with their theme parks, what other industries should hospitals look to for ideas?
How about the airline industry? I know, I know, we all have nightmare stories from the airline industry…but hear me out.
The last time that I took a flight, I registered online and added my preferences. The airline provided some valuable instructions and offered the option to pick my own seat. Once I arrived at the airport, I checked-in at a kiosk, got my boarding pass, and made my way to security. From a customer perspective, the experience was convenient because it saved time and gave me more control over my flying experience (I got a window seat!).
From the airline’s perspective, they captured more complete and accurate data from me before I left home. In addition, as soon as I checked-in from a kiosk it updated their system automatically and I was told exactly where to go next. By having even a small number of customers using the self-service option it significantly reduces line-ups and streamlines the flow of travelers from the front door of the airport to the correct seats in the plane.
Hospitals using self-service technology are seeing measurable benefits and improved patient and staff satisfaction within months of implementation. Southlake Regional Health Centre, a 365 bed hospital, is already getting a 78% uptake by patients who have a scheduled appointment. As a result of the high adoption rate from patients, they achieved in the first year:
-$400,000 operational savings;
-30% reduction in registration staff (redistributed 10 FTEs to other functions within the hospital);
-50% reduction in registration data errors.
Kemptville District Hospital, a small 30 bed rural hospital, has been piloting the same model for three months with day surgery, and they are already forecasting a potential $100,000 in savings.
Specialty clinics such as the Stronach Regional Cancer Centre are also looking to self-service options to enhance the patient experience. In this case, cancer patients enter a record of their symptoms at the same time as they check-in at a kiosk for their scheduled appointment.
In closing, if Disney can help hospitals to skyrocket their satisfaction scores, and the airline model can help streamline the flow of patients, what other lessons are out there that could benefit our hospitals? We would love your thoughts.
Roseanne Pegler, Executive Lead of the Regional Cancer Program Central LHIN, and Jay Lawrence, PatientWay CEO, will team-up to deliver a session at the upcoming IT Healthcare Canada Conference in Toronto this October.
Streamlining Cancer Centre Patient Registration and Symptom Management with an Automated and Patient-Centred Model will highlight how The Stronach Regional Cancer Centre and PatientWay are leading a successful project to streamline repeat visit check-ins for patients thanks to kiosk technology.
In an effort to improve the overall patient experience, the Stronach Regional Cancer Centre in Newmarket, Ontario, became the first Cancer Centre in the province to introduce an integrated symptom and registration kiosk for patients receiving cancer treatment.
The PatientWay Kiosk enables the Cancer Centre’s patients to enter a record of their symptoms at the same time as they register for their scheduled appointment. While patient registration and check-in kiosks have been widely used in other facilities for a number of years, the Stronach Regional Cancer Centre is the first to offer integrated check-in and symptom assessment apps.
The two organizations also engaged Cancer Care Ontario and Elekta to create a unique three-way integration between the hospital’s ADT, CCO’s ISAAC system and MosaiQ. Now, instead of having to visit two or three points of service, patients have the choice of using any of the five kiosks at the centre. These kiosks update the ADT, send a queuing message MosaiQ, and collect the patient’s ESAS scores from one seamless encounter.
For the full Stronach story, see our blog post from last March.
For all the details on the educational session, check out IT Healthcare Canada’s website.
We hope to see you in Toronto!