quality sharing day south florida baptist hospital registration kiosk project

Quality Sharing Day

South Florida Baptist Hospital

Registration Kiosk Project

• Develop and implement an Outpatient Radiology kiosk at South Florida Baptist as a pilot project.

• Have at least 85% of scheduled patients register through the kiosk by March, 2012.

• Improve patient satisfaction with greater convenience, privacy, and shorter wait times.

• Increase efficiency and reduce staffing costs.

Champion: Jim Schwamb, VP Patient Financial Services

Process Owner: Candace Gray, Director Admitting

Project Leads: Earlene Meyer, Manager Admitting

Star Light, Patient Accounts IT Coordinator

Team Members: Carol Robinson, Registrar Admitting

Robbie West, Registrar Admitting

Pattie Cone, Patient Accounts IT Coordinator Carmen Labrecque, Senior Systems Analyst

Heidi Spriggs, Senior Systems Analyst

Michael Esquinaldo, HT Systems

Tiffany Bohall, Integration Analyst

Leeann Terpilowski, Senior Systems Analyst

Lorine Matney, Patient Accounts IT Coordinator

Louis Miranda, Systems Analyst David Grover, Systems Analyst

Arthur Schwartz, Senior Integration Analyst

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There is a need to move patients through Registration and Admitting in a quicker, more efficient manner in order to better utilize the limited labor and achieve better patient satisfaction.

The Kiosk

Palm Scanner (PSI)

Patient places their right hand on top of the palm reader to properly identify the patient. The palm reader is a biometric device called Patient Secure Identity (PSI).

Patient Identification Screen

The patient’s appointment is found and their picture appears if previously on record. If the patient would like to re-take their picture they can.

Payment Screen

If there is any financial obligation for the visit, the screen will display an estimated amount due. The patient can choose to pay with a credit/debit card, to see the registrar to pay with a check or cash, or to make financial arrangements if unable to pay in full.

• Implemented successful Outpatient Radiology Kiosk pilot at South Florida Baptist Hospital.

• Reduced return mail rate by having patients verify their own information, rather than having someone ask them.

• During the pilot period, team members and patients gave valuable feedback resulting in an even better patient experience.

• Outpatient Radiology Registration continues to achieve 90th-100th percentile rankings for patient satisfaction, the highest in the nation in that category.

Thank You Screen90+% of the patients scheduled at South Florida Baptist were self-registered through the Outpatient Radiology kiosk in 2012.

• We successfully implemented a Registration kiosk at Morton Plant’s Bardmoor Emergency Center on September 20, 2012! Patient feedback was very positive, including comments about how fast the kiosk process is.

• With an increase in Emergency Center volume of almost 4% compared to last year at BayCare, the Registration kiosk allows us to be more efficient, while still caring for patients one patient at a time.

• We continue to roll out kiosks at all of the BayCare registration areas to include Mease Dunedin Radiology, Morton Plant Radiology, Mease Countryside Surgery, St Anthony’s Outpatient, SJ Women’s Admitting, SJ North Admitting, North Bay Admitting, SJH Pre Admission Testing, and SJH Admitting

• We have also implemented kiosks in 7 of our Emergency Rooms enabling patients to be “quick registered” within a shorter time than our registrars can accomplish.

• The patients are still seen in order of severity of illness or injury.

• Registrars have more time to enroll patients in PSI for next visit to BayCare

Results

• In 2012 SFBH registered 4294 patients on the kiosk out of a total of 4646 for a 92%. Other hospitals were added starting in June and the total for 2012 was 15,687 out of 17,130 patients registered at the kiosk for a 92% total result.

• In 2013 so far we have registered 1248 out of 1373 for a total of 91%

• BayCare is the first in the nation to implement an Emergency Room Registration kiosk successfully.

• The patient registration kiosk is not only fast, allowing more registrations to occur simultaneously, it allows patients to tell us the reason for their visit and other personal information without being overheard, and reduces duplicate medical records.

• Due to the implementation of our Kiosk we have been able to improve our patient satisfactions score in outpatient registration by 1.91% from 2011 to 2012.

• We continue to have patient satisfaction scores in the 90th and even 100th percentile consistently.

• Our Registration Kiosks have been a great success and we have many positive outcomes from our project.

• Less returned mail since patients check their own demographics

• Quicker service providing patients with less wait time in a more stream lined process.

• Improvement in patient satisfaction scores

Questions

Thank you

Earlene Meyer

South Florida Baptist Hospital

Registration Manager