PatientWay Rescue Project for Oakland County Hospital Kiosks

Written by Jay Lawrence on March 12th, 2014. Posted in Canadian Healthcare, Electronic medical records, Hospital information systems, Hospital kiosk, Hospital process redesign, Patient Access Services, Patient Self-Service, PatientWay

Three years ago Oakland County Hospital in Detroit, Michigan implemented a new self-service kioskfor patients to check-in for appointments on arrival. The system was practical but when bugs became apparent and screens changes needed to be addressed the original vendor walked away from system support. As a result, Oakland County asked PatientWay in conjunction with Slabb to provide a new solution.

PatientWay implemented a simple, easy to use, and upgradeddesign interface to the hospital’s kiosks. PatientWay’s design elements included clear, simple, and vision impaired compatible colouring.   This can be seen in the screen shows below that provide a comparison of the before and after the upgrade:

Front Screen

Previous Screen                                                     PatientWay Screen

Screen Shot 2014 03 04 at 11.34.36 AM PatientWay Rescue Project for Oakland County Hospital Kiosks

At first glance the previous interface has a seemingly simple design but the clear instruction that the kiosks were there for Patients to Register or Check-in had become lost.  PatientWay’s intuitive and focused homepage clearly tells a patient that they are registering into a clinical department and promotes branding awareness for the hospital.

These next two examples also provide good examples of the clarity of PatientWay’s interface.

Choosing a Procedure

Previous Screen                                                     PatientWay Screen Untitled PatientWay Rescue Project for Oakland County Hospital Kiosks

Entering your name

Previous Screen                                                     PatientWay Screen Untitled1 PatientWay Rescue Project for Oakland County Hospital Kiosks

On 24 February 2014, the newly designed interface and flow went live with PatientWay Check-in and Registration Hospital Kiosks. The feedback from Bobby Macedo, Product manager was positive with comments from patients and customers like “Ooh, this is so much better” and “this is way easier than before”.

PatientWay was very happy to work with Bobby Macedo, Oakland’s Project Manager; Katy Phipps, Head of IT and Leigh-Anne Stafford, MSA Chief.

Hospital Kiosks – Helping you help me

Written by Jay Lawrence on February 24th, 2014. Posted in Electronic medical records, Hospital kiosk, Patient Access Services, Patient satisfaction, Patient Self-Service, PatientWay

Giving your patients the opportunity to enter their own personal details into your hospital system will not only reduce the number of data errors, but it also allows you the opportunity to quickly and securely collect a myriad of demographic information which can later be used for data mining purposes to evaluate the effectiveness of your hospital within the community.


The early adopters of new technologies are those people who understand the benefits of putting in a little effort up front in order to ensure a fast, accurate, and streamlined outcome. ATMs, airport self check-in, electronic library catalogues, and patient self service check-in and registration are putting users to work through the use of interactive, intuitive kiosks. Saving businesses and the healthcare sector time and money for hiring, training, and paying additional employees.


If you feel that your patients are a underutilized aspect of your hospital, maybe its time to consider bringing in PatientWay Hospital Kiosks to optimize the number of patients you’ll get through your door this fiscal year. Contact us HERE to discuss the possibility of introducing the time and money saving benefits of a PatientWay kiosk to your hospital.

PatientWay Hospital Kiosks – Keeping Up With The Jetsons

Written by Jay Lawrence on February 20th, 2014. Posted in Healthcare Technology, Hospital kiosk, Patient Access Services, Patient Self-Service

When American animation studio Hanna-Barbera created the futuristic Jetsons series set in 2062, they probably had no idea that many of their elaborate robotic contraptions and whimsical inventions would by the year 2013 seem not only commonplace, but the new technological standard. Everyday we encounter a vast array of tech gadgets, which are helping to make our lives easier, faster, and simpler, than ever before.

The rise of self-service kiosks in the travel, retail, and now healthcare industry has resulted in an object association, which will see an increase in user adoption throughout the upcoming tech-conscious generations. While many people may still prefer a human touch, there is a growing demand by travellers, customers, and patients to be provided with easy remote access to their personal information through basic administrative tasks relating to their travel, shopping, and healthcare services.

Hospital Wayfinding concerns the Globe and Mail

Written by Jay Lawrence on February 3rd, 2014. Posted in Healthcare strategy, Healthcare Technology, Hospital kiosk, Hospital process redesign, Patient satisfaction, Patient Self-Service

The issue of Wayfinding within North American hospitals was brought up by The Globe and Mail this week.  The article uncovers that providing self-service technologies is as important for patient satisfaction as proper patient care.

North American Hospitals were very often built piece-meal with no overarching design – and long before the concept of patient-centered design, as Carly Weeks points out.  Hospitals are not necessarily at fault in this, it is just that they have evolved over time. But Wayfinding today is proving difficult for patients, families, and even staff members in properly locating a desired clinic, patient, or wing.

Traditional static maps are a starting point for navigating a complex building structure. Interactive Wayfinding Kiosks however, provide an appropriate platform for today’s world.  Self-service wayfinding is a simple and instinctually designed platform created and built to increase patient satisfaction. This is an ever-growing need as even the elderly and infirm start to become well versed in smart technology.

Redesigning North American hospitals with patient-centered architectural design may not be likely or feasible but hospitals that choose to deploy Interactive Wayfinding Kiosks will see the opportunity to set patient satisfaction to a higher standard.

The Elements of Hospital Wayfinding Kiosks– Part 3: Purposeful

Written by Jay Lawrence on January 27th, 2014. Posted in Healthcare strategy, Hospital kiosk, Hospital process redesign, Hospital Wayfinding, Patient satisfaction, Patient Self-Service, Uncategorized

Over the last month we have talked about the elements of hospital wayfinding kiosks. Here at PatientWay we have found three elements to be of necessity to any wayfinding system, they include accessibility, simplicity and our final element:


Purposeful – What is a wayfinder kiosk system if its contents are not meaningful to a patient or visitor of the hospital? Our last two requirements must be:


  • Credibility of a system and design layout incorporates appropriate context and reliable functions for the appropriate audience. Survey results should show users liked, used, and would use the wayfinder on another occasion.
  • Usefulness of a system and design layout incorporates the capability of producing the desired and intended result effectively and in a timely matter. Landmarkings for some, written instructions to others, and a hybrid of both including verbal is sometimes needed.


We all take to navigating a hospital at our own stride and stress level. Make it easy and stress-free for the patients and visitors at your hospital or clinic.


We hope you enjoyed the Three Elements to Hospital Wayfinding Kiosks.

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