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

Pawan Bhandari, Abraham A. Doolhoff, Laura E. Landwer, Patrick S. Culhane, Lindsey K. Garvin and Ryan R. Johnson
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Pawan Bhandari: Minnesota State University, USA
Abraham A. Doolhoff: UT Health Austin, USA
Laura E. Landwer: Mayo Clinic Health System, USA
Patrick S. Culhane: Mayo Clinic Health System, USA
Lindsey K. Garvin: Mayo Clinic Health System, USA
Ryan R. Johnson: University of Texas Health Austin, USA

Management in Healthcare: A Peer-Reviewed Journal, 2024, vol. 8, issue 4, 377-386

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

Keywords: check-in; digital; kiosk; patient satisfaction; strategy technology (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2024
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