Case Studies & White Papers

Improving Patient Experience with Epic Welcome Kiosks

Patients check-in at a healthcare facility using an Epic Welcome Patient Check-In kiosk.
A patient check-in kiosk with a horizontal screen. The screen is on a narrow stand with blue text that reads

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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