Transcript Quality Sharing Day - Florida Buccaneer AAHAM-Home

Quality Sharing Day
South Florida Baptist Hospital
Registration Kiosk Project
• Develop and implement an Outpatient
Radiology kiosk at South Florida Baptist as a
pilot project.
• Have at least 85% of scheduled patients
register through the kiosk by March, 2012.
• Improve patient satisfaction with greater
convenience, privacy, and shorter wait times.
• Increase efficiency and reduce staffing costs.
Champion:
Process Owner:
Project Leads:
Team Members:
Jim Schwamb, VP Patient Financial Services
Candace Gray, Director Admitting
Earlene Meyer, Manager Admitting
Star Light, Patient Accounts IT Coordinator
Carol Robinson, Registrar Admitting
Robbie West, Registrar Admitting
Pattie Cone, Patient Accounts IT Coordinator
Carmen Labrecque, Senior Systems Analyst
Heidi Spriggs, Senior Systems Analyst
Michael Esquinaldo, HT Systems
Tiffany Bohall, Integration Analyst
Leeann Terpilowski, Senior Systems Analyst
Lorine Matney, Patient Accounts IT Coordinator
Louis Miranda, Systems Analyst
David Grover, Systems Analyst
Arthur Schwartz, Senior Integration Analyst
There is a need to move patients
through Registration and Admitting
in a quicker, more efficient manner
in order to better utilize the limited
labor and achieve better patient
satisfaction.
The Kiosk
Patient places
their
right
hand
Palm
Scanner
on(PSI)
top of the
palm reader to
properly identify
the patient. The
palm reader is a
biometric device
called Patient
Secure Identity
(PSI).
Patient
The patient’s
Identification
appointment is
Screen
found and their
picture appears
if previously on
record. If the
patient would
like to re-take
their picture
they can.
If there is any
financial
obligation for the
visit, the screen
Screen
willPayment
display an
estimated amount
due. The patient
can choose to pay
with a credit/debit
card, to see the
registrar to pay
with a check or
cash, or to make
financial
arrangements if
unable to pay in
full.
• Implemented successful Outpatient Radiology Kiosk
pilot at South Florida Baptist Hospital.
• Reduced return mail rate by having patients verify
their own information, rather than having someone
ask them.
• During the pilot period, team members and patients
gave valuable feedback resulting in an even better
patient experience.
• Outpatient Radiology Registration continues to
achieve 90th-100th percentile rankings for patient
satisfaction, the highest in the nation in that
category.
Thank You
90+%
Screen of the patients
scheduled at South
Florida Baptist were
self-registered
through the
Outpatient
Radiology kiosk in
2012.
• We successfully implemented a Registration kiosk at
Morton Plant’s Bardmoor Emergency Center on
September 20, 2012! Patient feedback was very
positive, including comments about how fast the
kiosk process is.
• With an increase in Emergency Center volume of
almost 4% compared to last year at BayCare, the
Registration kiosk allows us to be more efficient,
while still caring for patients one patient at a time.
• We continue to roll out kiosks at all of
the BayCare registration areas to
include Mease Dunedin Radiology,
Morton Plant Radiology, Mease
Countryside Surgery, St Anthony’s
Outpatient, SJ Women’s Admitting, SJ
North Admitting, North Bay Admitting,
SJH Pre Admission Testing, and SJH
Admitting
• We have also implemented kiosks in 7
of our Emergency Rooms enabling
patients to be “quick registered” within
a shorter time than our registrars can
accomplish.
• The patients are still seen in order of
severity of illness or injury.
• Registrars have more time to enroll
patients in PSI for next visit to BayCare
Results
• In 2012 SFBH registered 4294 patients
on the kiosk out of a total of 4646 for a
92%. Other hospitals were added
starting in June and the total for 2012
was 15,687 out of 17,130 patients
registered at the kiosk for a 92% total
result.
• In 2013 so far we have registered 1248
out of 1373 for a total of 91%
• BayCare is the first in the nation to
implement an Emergency Room Registration
kiosk successfully.
• The patient registration kiosk is not only fast,
allowing more registrations to occur
simultaneously, it allows patients to tell us
the reason for their visit and other personal
information without being overheard, and
reduces duplicate medical records.
• Due to the implementation of our Kiosk
we have been able to improve our
patient satisfactions score in outpatient
registration by 1.91% from 2011 to
2012.
• We continue to have patient
satisfaction scores in the 90th and even
100th percentile consistently.
• Our Registration Kiosks have been a
great success and we have many
positive outcomes from our project.
• Less returned mail since patients check
their own demographics
• Quicker service providing patients with
less wait time in a more stream lined
process.
• Improvement in patient satisfaction
scores
Questions
Thank you
Earlene Meyer
South Florida Baptist Hospital
Registration Manager