Five Imperatives for IT Healthcare Providers: Hospital Check-in Kiosks

Written by Jay Lawrence on May 1st, 2014. Posted in Electronic medical records, Healthcare strategy, Healthcare Technology, Hospital information systems, Hospital kiosk, Hospital management, Hospital process redesign, Hospital reports, Hospital scheduling, Patient Access Services, Patient Self-Service has published its summary of a recent report by Forrester Research, where analyst Skip Snow outlines his top five 2014 Technology Imperatives for US Healthcare Insurers. The report notes strongly that insurers and healthcare providers that focus on cleaner data and the use of cloud-based technologies are those that are going to succeed.

Forrester’s Top Five Technology Imperatives for Healthcare are: 

  1. Clean Up Your Data
  2. Invest in Customer and Patient Insight
  3. Embrace the Mobile Mind Shift
  4. Utilize Emerging Technology to Enhance Quality and Boost Efficiency
  5. Build Cloud-Based Business Networks


PatientWay’s products help Healthcare providers in many of these areas. Our Hospital Check-In Kiosks provide huge reductions in data errors for hospitals and clinics by allowing patients to input their own demographic information. Kiosks ask all of the difficult questions that manual check-in agents are afraid to ask or are too busy to ask.  PatientWay is also developing the PatientWay Appointment Manager, a cloud-based appointment setting software.  We are very excited about this product as will help hospitals with every single one of Forrester’s Technology Imperatives!


PatientWay is here to help you with your software solutions, please contact us if you would like to find out more or join us in our bi-weekly Webinars!


The New Generation of Hospital Kiosks

Written by Jay Lawrence on April 23rd, 2014. Posted in Hospital information systems, Hospital kiosk, Hospital process redesign, Hospital scheduling, Patient Access Services, Patient registrations, Patient Self-Service

In a recent article published March 25th, 2014 by Kiosk Marketplace written by Frank Olea, CEO of Olea kiosks, Frank explains that the new generation of hospital kiosks is starting to show a positive presence in hospitals. This is because the new kiosk technology is more efficient and can do so much more that previous generations.  The article names kiosks as “engaging, versatile, and far-reaching.” Wayfinding, for example, provides patients with pinpoint precision to any desired location in hospital’s facilities. Not only can some kiosks provide diagnosis through Internet video, other kiosks (like those offered by PatientWay) can provide full registration and check-in to appointments, insurance verification, and payment options.


“Skepticism about kiosks is now being replaced with wholehearted enthusiasm by an increasing number of healthcare professionals, patients, and providers.“


The article continues to debunk common kiosk myths.  These include there being less face-to-face time between patients and healthcare providers, or that patients need to spend large amounts of time filling out data.  In reality, kiosks improve the Patient Experience everywhere.  The article goes on to show that the use of kiosks means that the sickest patients gain more time with healthcare physicians and healthcare professionals are able to manage their workloads more efficiently. Streamlining the check-in process with kiosks hugely improves the patient experience particularly for patients arriving during high volume periods. Less face-to-face time comes from reduced physical paperwork obligations as clinics can have a streamlined system to transfer patient information in seconds. “Confusion results from not fully understanding the power of well-applied technology to connect people rather than separate them.”


PatientWay parallels the message to healthcare readers and providers. Check-in kiosks like those provided by PatientWay are a well-proven technology that the healthcare industry is noticing and improving upon for the best outcomes for patients and hospitals alike.

Healthcare is a focus vertical for the Kiosk industry

Written by Jay Lawrence on September 17th, 2013. Posted in Canadian Healthcare, Healthcare, Healthcare strategy, Healthcare Technology, Hospital kiosk, Hospital process redesign, Hospital scheduling, Patient Access Services, Patient registrations, Patient satisfaction, Patient Self-Service, PatientWay

sandynix Healthcare is a focus vertical for the Kiosk industry

It is always pleasing when industry experts ratify your company’s strategy. According to Sandy Nix, CEO of Connected Technology Solutions (CTS) in a recent interview (reported at Kiosk Marketplace HERE) Healthcare is rapidly become a key focus vertical for the kiosk industry. CTS are one of the largest manufacturers of kiosks in North America and understand the market as well as anybody.

So – how has Healthcare become the focus vertical?

In short, because the Healthcare industry has such huge potential for purchasing kiosks over the next few years. Whilst many industries are deploying kiosks already, Healthcare is late to the game. It is an industry that represents an astonishing 18% of GDP in America (11% in Canada – both numbers from the World Bank here) and yet, there is very little use of automated kiosks today. Furthermore, given the recession, every hospital and health centre we talk to is looking to reduce admin costs and to focus resources on the actual provision of healthcare. Registration kiosks in particular are a great way to do that.

So – Healthcare is a huge industry with low penetration of kiosks, but a large desire and few purchasing options. At PatientWay, we are here to solve this problem – if you are a hospital or a health centre that is considering any type of kiosks we would love to hear from you!

PatientWay starts development of Appointment Manager

Written by Jay Lawrence on August 16th, 2013. Posted in Appointment reminders, Canadian Healthcare, Electronic medical records, Healthcare, Healthcare strategy, Healthcare Technology, Hospital process redesign, Hospital reports, Hospital scheduling, Patient registrations, Patient satisfaction, Patient Self-Service, PatientWay, Uncategorized

Here at PatientWay, we are pleased to announce the start of development of the PatientWay Appointment Manager (PAM). We have recently signed a contract with our key partner hospital for this development. A formal announcement will come out in September to fit with their communication plans. In the meantime, we have agreed a development timescale and we expect to have PAM available for other general sale by Summer 2014. The PatientWay team has started development already is working away to make this vision happen.

PAM will enable hospitals to automate and hugely improve their scheduling function, resulting in vast cost savings and a better Patient Experience. PAM is going to become a critical component of hospital’s ongoing requirements to save costs and improve their budgets over the next 10 years. There are very few projects and products available to hospitals that can do this alongside actually improving the Patient Experience. PatientWay is very excited about starting the development of PAM.

For more details on PAM, or to become a Beta customer, please contact PatientWay HERE. Beta Customers will receive PAM before anybody else, at heavily reduced rates, and will be able to help PatientWay design the product that is right for them.

The real cost of no-show patients (warning: it’s worse than you probably think)

Written by Jay Lawrence on March 4th, 2013. Posted in Appointment reminders, Healthcare Technology, Hospital scheduling

Empty waiting room 233x300 The real cost of no show patients (warning: it’s worse than you probably think)

“Mr. Smith? The doctor is ready to see you. Mr. Smith, are you here?”

That lost money could have bought the country:

  • a new hospital, or
  • 115,000 hip replacements, or
  • cataract surgery for 800,000 people, or
  • 110,000 heart bypass operations.


It’s true: no-shows—also known as DNAs (Did Not Attend) and unattended appointments—are extremely costly to healthcare providers.*

Not to mention, an administrative nightmare. Patients who don’t attend their appointments:

  • interrupt the scheduling process,
  • disrupt the healthcare delivery system, and
  • waste administrators’ time trying to track down patients to fill the slot or rearrange bookings.

Benefits of automated appointment reminders

Studies show that automated reminders are an extremely effective way to reduce no-shows.

Not only do these types of reminders help reduce no-shows between 29% and 36%; but the majority of patients actually want to receive automated (email) reminders for preventative and follow-up care.

Ultimately, automated appointment reminder technology can help improve healthcare profits while enhancing patient care and simplifying office workflow:

  • Improved two-way communication. Patients can be informed by phone, email or text about a scheduled appointment, and can easily confirm if they will attend.
  • More advance notice. Patients can give facilities advance notice that they will not be attending—allowing the healthcare facility to fill that timeslot in a more timely manner, and maximize staff on shift.
  • Improved patient health/preventative care. By attending their appointment, patients decrease the chance that they are potentially delaying the identification and treatment of serious health issues.
  • Streamlining daily work for administrators. Automated reminder systems take the manual work out of administrators’ hands. This technology can even provide no-show statistics and analysis, which can then assist administrators with staffing requirements.

Take control of no-shows

A 2011 survey found that text or automated reminders cost less than US$.80 per patient—significantly less than the cost of missed appointments.

At that rate, automated reminder technology is a solid investment that can minimize lost revenue and wasted office time, as well as ensure patients get the best care they need.

* While the NHS represents a multitude of healthcare organizations, single hospitals like this one have lost more than $1 million in revenue due to patient no-shows.


We make it easy for health organizations to work with us!

Or come to our regular Friday Webinars to find out more!