At a Glance
A public healthcare system in New York City serves over 1 million New Yorkers every year. In 2019, the organization embarked on a project to improve the patient experience at its hospitals by implementing Epic Welcome Kiosks. The patient check-in kiosks were designed to streamline the check-in process, reduce wait times, and improve overall patient satisfaction
The Challenge
Prior to the implementation of the Epic Welcome Kiosks, patients had to go through a lengthy check-in process that involved filling out paperwork and waiting in line to see a receptionist. This process was time-consuming and often led to long wait times, which negatively impacted the patient experience. Additionally, the manual check-in process was at higher risk for human errors and could lead to data entry mistakes, which could have serious consequences for patient care.
The Solution
To address these issues, the healthcare system implemented Epic Welcome Kiosks in its hospitals. The kiosks allow patients to check-in electronically, reducing the need for paper forms and manual data entry. Patients can use the kiosks to verify their personal information using integrated biometric scanning, pay copays, and sign consent forms.
The kiosks have an additional benefit of preventing patients from having to call out private identifying information in public. With the traditional check-in process, patients were required to provide personal information, such as their name, date of birth, and medical history, to receptionists in front of other patients.
The Result
Reduced Wait Times – The kiosks have reduced wait times by up to 60%, allowing patients to see their providers more quickly and reducing their overall time in the hospital.
Improved Data Accuracy – The integrated kiosks have improved data accuracy and reduced the number of mismatches in patient identity.
Social Distancing – It’s worth noting that the COVID-19 pandemic has also highlighted the importance of contactless check-in processes, and the Epic Welcome Kiosks have helped to facilitate this at the healthcare system. By allowing patients to check-in electronically, the kiosks have helped to reduce the risk of transmission and promote the safety of both patients and staff. This has become especially important during the pandemic, where minimizing contact between individuals has been a key measure in preventing the spread of the virus.
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Improving Patient Experience with Epic Welcome Kiosks: Update (2026)
Healthcare facilities continue to prioritize patient experience as a strategic differentiator in care delivery, and self-service check-in is a key part of that transformation. The Epic Welcome Kiosk is a patient-facing, self-service solution integrated with the Epic electronic health record (EHR) that enables patients to complete essential arrival tasks independently, reducing wait times, administrative burden, and variation in data capture. It’s widely used in hospitals, specialty clinics, and ambulatory care settings to streamline workflows and support patient-centered care delivery.
By placing Epic Welcome Kiosks at entrances and high-traffic points, organizations have seen measurable improvements in access, convenience, and satisfaction for both patients and staff. For example, redesigned arrival models that center on self-service check-in, including kiosks and assisted self-service options, have helped health systems eliminate check-in wait times, increase self-service adoption, and redeploy front-desk teams toward more complex tasks and patient concierge roles.
How Epic Welcome Kiosks Enhance the Patient Experience today:
- Faster Check-In & Reduced Wait Times — Patients can verify appointments, update demographics, and complete required forms electronically, shortening time spent in waiting areas
- Improved Data Accuracy — Direct patient entry reduces manual transcription errors and ensures accurate records flow directly into the Epic EHR
- End-to-End Registration Tasks — Allows updates to insurance information, electronic signatures, payments, and document confirmation without staff assistance
- Enhanced Privacy & Comfort — Patients avoid speaking sensitive information aloud at crowded desks, improving confidentiality and dignity
- Optimized Staff Utilization — With routine tasks offloaded to kiosks, front-desk and registration teams can focus on complex patient needs and escalation support
- Better Navigation & Communication — Some kiosks can display wayfinding, appointment details, and real-time instructions to help patients orient themselves within large facilities
Clinics and hospitals adopting Epic Welcome Kiosks report higher patient satisfaction and more efficient patient flow, especially when kiosk placements and staff-assisted guidance are designed intentionally to make self-service the most obvious first step in the arrival process. This approach, part technology, part physical journey design, has helped health systems significantly improve satisfaction scores while maintaining efficient operations.
To maximize the impact of a kiosk rollout, health systems should consider clear signage, staff “concierge” support during initial adoption, accessible design that meets ADA requirements, and integration with mobile check-in options so patients can choose the method that best suits their needs.
