In 2021, the saying “patience is a virtue” has never felt more relevant in healthcare. Waiting, which patients know all too well, has a real impact on how they perceive the quality of medical services. The waiting room has therefore become a key factor in their satisfaction.
The French consumer and user rights association “CLCV” (Consommation Logement et Cadre de Vie) (1) carried out a survey of patient waiting times for scheduled medical appointments in both public and private establishments.
According to this survey, 3 out of 4 patients are seen late by their doctor.
“These delays exceed an hour in 17% of cases and half an hour in 34% of cases.”
In 86% of cases of delay, the patient is not told that their practitioner is running late.
These delays “are felt to be inconvenient, or even very inconvenient, by 73% of patients once they exceed 30 minutes, and by 85% when they last an hour or more.” (2)
Yet too few healthcare establishments are using technology to address this dissatisfaction. And technology can be a valuable ally in their patient satisfaction strategy.
Reducing waiting times with a visitor management solution
Managing waiting times and patient flows is fundamental to improving reception in healthcare establishments.
While reception is often handled by a receptionist or a medical secretary, it is now possible to support this process with a visitor check-in kiosk.
As soon as patients arrive, they are welcomed at the kiosk without waiting. Teams can then focus on high-value medical tasks. Patients feel better looked after and avoid stressful queues. This system also ensures that patients are welcomed in better hygiene conditions.
The system allows patients to register their arrival on site independently and automatically notifies the practitioner. Registration without a prior appointment is also possible, which is useful for unscheduled visits. These solutions are used in particular in establishments such as:
– Medical centres
– EHPADs (French care homes for older people)
– Hospitals
– Convalescent homes
– Vaccination centres / mass vaccination sites
– Laboratories
– Pharmacies
– Mental health centres (CMP) & child and adolescent mental health centres (CMPP)
– Specialist centres
A modern visitor management solution actively contributes to patient satisfaction while improving the image of the services.
A visitor check-in kiosk: a tailor-made scenario
The wide variety of establishments and services calls for flexible, customisable reception management. Every scenario can be considered, although some standards stand out.
At the entrance to the department or establishment, the patient registers their visit or confirms their arrival using a QR code or a unique number on the visitor check-in kiosk. They then receive a ticket or summary badge that makes identification easy at reception and within the building. The practitioner is then automatically notified that their patient is present.
The kiosk makes it easier to move around and find your way in establishments and offers a more pleasant, friendly welcome. Patients and visitors become active participants in their own care pathway or that of their loved one.
Are you a healthcare professional wondering whether such a solution is necessary or feasible? Discover Hamilton Visitor or contact one of our experts.
Sources:
(1) https://www.clcv.org/
(2) https://www.clcv.org/storage/app/media/prevention-sante-air-interieur-ondes/DP-enquete-temps-attente-hopital-29042016.pdf