PASADENA, Calif. -- Kaiser Permanente deployed its first “KP Self-Service Kiosk” to optimize the patient check-in and payment experience in an innovative project that will include over 60 medical clinics in Southern California. This is one of the largest pilot kiosk projects undertaken by any U.S. healthcare organization, and it is another example of Kaiser Permanente’s market-leading efforts in electronic integration.
During the kick-off event at Kaiser Permanente’s Rancho Cucamonga Medical Office Building (MOB), officials demonstrated how the easy-to-navigate touch-screen kiosks will improve service to customers. Dr. Benjamin Chu, president of Kaiser Permanente Southern California, said, “Individuals will be able to swipe their standard-issue member card in the kiosk to check-in for their appointments, thereby avoiding long lines, especially during peak hours of operation. This will also allow staff more time to serve patients who have questions or complex service issues. We are creating a front office of the future -- today. It is part of our continuing efforts to make our services more convenient and easy for our loyal members.”
Members will have the option of making non-dues payments with their credit and debit cards, updating their personal contact information, and using the “way-finding” feature (which provides a printout with walking directions from the kiosk to the appointment room). The kiosks are also designed to serve a multi-lingual population in languages such as English, Spanish, Chinese, and Vietnamese.
“This is great,” said patient Nikki Williams, who gave the new kiosk a try. “I was a little apprehensive at first, but it is easy to use. I think it will save me time and frustration.” Nikki’s comments were consistent with the views of the majority of members who used a demonstration prototype months ago. A survey of those test users showed that 80% felt the kiosk was faster than checking-in with a receptionist, and 96% said that they would “most likely” or “very likely” use the kiosk -- which has built-in privacy protection features -- in the future.
The kiosks are a component of Kaiser Permanente’s HealthConnect, a comprehensive electronic health information system that includes one of the most advanced electronic health records available. Over 90 pilot kiosks will be deployed on a rolling basis by the end of 2008 at over 60 other Kaiser Permanente MOBs spread out across Southern California. Additional kiosk functionality features are planned to an already remarkable device, which received the “2008 Best Hardware/Enclosure Design Award” at the KioskCom Self Service Expo held in Las Vegas in April. There are tentative plans to expand the use of kiosks to Kaiser Permanente medical offices nationwide.
Kaiser Permanente is one of the nation’s leading integrated health plans. Founded in 1945, it is a nonprofit, group practice prepayment program with Southern California headquarters in Pasadena, California. Kaiser Permanente serves the health care needs of 3.3 million members in Southern California. Today it encompasses the nonprofit Kaiser Foundation Health Plan, Inc., Kaiser Foundation Hospitals and their subsidiaries, and the for-profit Southern California Permanente Medical Group. Kaiser Permanente's Southern California Region includes more than 55,800 technical, administrative and clerical employees and caregivers, and more than 6,400 physicians representing all specialties. More information about Kaiser Permanente can be found at www.kp.org
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