Beatrice Robinson, Maria Fulford and Vickie Wheeley with a new kiosk in the UNC Internal Medicine Clinic.

The UNC Internal Medicine Clinic introduced two self-service kiosks last month, tied to the UNC Health Care electronic medical records system. Using a touchscreen, patients can now check in for appointments, update personal information, make payments and perform other routine tasks that speed up the check in process. Check out will continue to be completed by staff.

“Feedback from patients who like to use kiosks has been really great, and I think it’s been exciting for our staff to come out and walk patients through it,” said Christina McMillan, internal medicine clinic manager. “Although we’re still optimizing the experience, this will be a successful model for Eastowne.”

kiosk-screen
Kiosks help patients check-in quickly and efficiently.

McMillan says the goal is to have the check in process take 90 seconds or less as the clinic ramps up for the opening of the Eastowne Medical Office Building in Fall, 2020, where kiosks will be located on all six floors.

“The flow looks different but the numbers show this is a preference because it’s faster and more efficient. While responses vary and there is a learning curve for everyone, we know we are moving in the right direction in terms of what patients want.”

The diabetes/endocrinology clinic and the pulmonary medicine clinic are next in line to receive kiosks.

Since going live November 7, records show 572 appointments were started at the kiosk and 275 were completed with assistance, capturing more than 10% of the point-of-service collection according to Megan Romeo, interim director of registration and scheduling for UNC Faculty Physicians Operations.