Effectiveness of self-check-in kiosk use in a community-based clinic setting

With current and projected staffing shortages, healthcare settings must find innovative ways to address workload problems. One possible solution in the outpatient setting is the use of patient self-check-in kiosks. This paper aimed to understand the effectiveness of the use of self-check-in kiosks in a rural community-based clinic setting. Data was gathered retrospectively on patients seen in our clinic during 2022. Two-sample z-tests were used to compare the use of kiosks before and after the implementation of intentional interventions to help motivate patients to check in using kiosks. Binomial logistic regression was used to determine factors that influence use of kiosks. We then analysed patient satisfaction surveys to determine whether the interventions affected patient satisfaction. A total of 143,208 patients were included in the study. Significantly more patients used the self-check-in kiosks during the post-intervention period (24.9 per cent) than during the pre-intervention period (6.5 per cent) ( z = −102.79, P < 0.001). The outcome of the binomial logistic regression in the form of a model was significant ( χ2(9) = 2,274, P < 0.001) and showed that gender, age, financial (insurance) class and time of check-in significantly affect the likelihood of patients using the self-check-in kiosks. Patient satisfaction was not affected by the interventions. The study findings suggest that it is possible to increase the use of self-check-in kiosks with intentional interventions in a community-based clinic setting without negatively affecting patient satisfaction. Expecting that patients will use technology just because it is there may not be feasible, as evidenced by this case. Non-use of the technology by patients could lead to negative consequences, such as longer wait times and effects on overall patient flow.