National Health Self-Service
NHS self check-in network
A network of self-service check-in kiosks has been created for the UK’s National Health Service (NHS). The network is spread across seven locations throughout the Royal Surrey County Hospital.
As a busy, multi-departmental hospital needing to efficiently serve patients with diverse abilities and ethnicities, a carefully planned self-service solution was required. The investment in Protouch touch screen technology was planned to transform outpatient services by improving customer satisfaction and maximising departmental efficiency.
The Royal Surrey County Hospital NHS Foundation Trust approached Protouch requesting an interactive system that would allow patients to check in for appointments autonomously, access information such as clinic locations and times, and update their demographic information. The solution also had to manage the growth in demand and ease the pressure on staff resources to help to improve efficiency by reducing waiting time and refining the patient journey. Due to the diverse ethnicities of hospital patients, the system needed to provide multi-lingual access to information and enable follow up appointments to be booked autonomously. The infrastructure also had to be capable of providing improved patient service, access to care closer to home, referral efficiency and make better use of alternatives to hospital referral.
Beginning in August 2010, Protouch Allure interactive touch screens and X5 Kiosks were deployed at a total of 7 locations across the Royal Surrey County Hospital complex. This network of 27 self-service units immediately allowed patients to check-in for treatment. The centralised reception service which was established has increased efficiency, allowing reception staff to deal with other enquiries and important administrative duties.
Uptake has been exceptionally high, with over 85 percent of appointments having been booked in at the kiosks. Both patients and the Outpatient Services Team have reported their satisfaction with the ease of use of the solution. The network has been planned to be rolled out at five further locations, and various other NHS Trusts are actively reviewing the implementation of similar systems.
An analysis was also conducted comparing the effectiveness and suitability of Protouch kiosks with an iPad based solution. The Protouch kiosks comprehensively out-performed the competition, and Outpatient Service Managers noted the enhanced usability and durability of Protouch kiosks, which are designed specifically for public self-service environments.
The Royal Surrey County Hospital NHS Trust estimates that up to £80,000 has been saved during the first year in which the kiosks were deployed. The trust attributes the savings to improved use of NHS resources.
Friday, March 2, 2012