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Effectiveness of self-check-in kiosk use in a community-based clinic setting

Author

Listed:
  • Bhandari, Pawan

    (Minnesota State University, USA)

  • Doolhoff, Abraham A.

    (UT Health Austin, USA)

  • Landwer, Laura E.

    (Mayo Clinic Health System, USA)

  • Culhane, Patrick S.

    (Mayo Clinic Health System, USA)

  • Garvin, Lindsey K.

    (Mayo Clinic Health System, USA)

  • Johnson, Ryan R.

    (University of Texas Health Austin, USA)

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

Suggested Citation

  • Bhandari, Pawan & Doolhoff, Abraham A. & Landwer, Laura E. & Culhane, Patrick S. & Garvin, Lindsey K. & Johnson, Ryan R., 2024. "Effectiveness of self-check-in kiosk use in a community-based clinic setting," Management in Healthcare: A Peer-Reviewed Journal, Henry Stewart Publications, vol. 8(4), pages 377-386, June.
    • Handle: RePEc:aza:mih000:y:2024:v:8:i:4:p:377-386
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    More about this item

    Keywords

    check-in; digital; kiosk; patient satisfaction; strategy technology;
    All these keywords.

    JEL classification:

    • I1 - Health, Education, and Welfare - - Health
    • I10 - Health, Education, and Welfare - - Health - - - General

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