Self-service services in clinics - MEDSI experience

In most cases, a patient's visit to a medical facility involves contacting the registry or reception, even if the recording was in a remote format by phone, website or mobile application. The client needs to mark the visit, receive a referral, pay for services. Building a client path on a patient's record involves performing a noticeable amount of simple and at the same time routine work on processing calls. As a result, clinics are forced to bear the costs of a large number of administrators and receptionists.

Like a number of other participants in the medical services market, the federal network of private clinics MEDSI experienced the need to introduce registry automation tools. The main prerequisites for the transition to a modern service format were:

• Reduce costs and optimize business processes
• Increasing customer interest in self-service and self-recording systems
• Reduced contact between patients and administrative staff
• The development of new trends, the desire to increase customer focus

As the most optimal solution, self-care kiosks were chosen to automate work with patients. The devices effectively complement, and in some cases completely replace the usual registry with personnel. The project began by studying analytics and identifying typical situations with which customers contact the registry. A set of main functions was compiled that were to be displayed in the kiosk interface - appointment, bill payment, printing of the route sheet. At the same time, the functionality should not be limited to the specified capabilities and supports simple expansion following the needs of clients and the clinic.

This was followed by integration with MIS. MEDSI uses the Media Directory as an information system. Specialists-developers of kiosk software studied the protocols of work, clarified the features of business processes, developed integration modules on the side of self-service kiosks. As a result, information interaction, uploading of all data on payments, clients and their receptions from specialists was ensured.

Requirements for self-service kiosks

Under the terms of the project, in the process of authorizing customers at the kiosk, it was necessary to exclude the entry of personal data. The patient is authorized using a phone number that is registered in the MEDSI account system and a code from SMS. Or with the help of a QR code, which the client receives in paper or electronic form at the initial registration in any of the MEDSI clinics and brings a self-service kiosk to the scanner.

To make an appointment, the user selects the corresponding button in the main menu, the clinic website with available specialists opens on the kiosk. After selecting the necessary doctors and confirming the selected services, the client returns to the kiosk menu and makes a payment.

If the patient has arrears in the services provided, after authorization, he will see the invoices with a list of appointments and an amount, as well as the ability to pay for each account separately.

The kiosk also offers the ability to print a route sheet. The itinerary sheet includes a list of doctors' appointments for the patient to date. The patient can familiarize himself with him on the kiosk screen, if necessary, print a paper version.

At the request of MEDSI, a flexible mechanism for setting up the main menu of the kiosk interface in the back office of the self-service kiosk management system is implemented. The owner of the system can not only display buttons with the initially set functionality (appointment, payment of bills, viewing the route sheet), but also independently add any buttons on the screen with a transition to web content, pages on the site, polls, schedules, etc.

Selection of Contractor Company

Having studied the market, MEDSI drew attention to a developer ON for kiosks who specializes in non-standard developments for self-service systems and services - Smartix. The existing experience and competencies made it possible to offer a functional solution that can be easily scaled to all 115 customer clinics.

For Smartix, the introduction of self-service kiosks in medical facilities is not the first project. In addition to MEDSI, Smartix specialists also implemented projects to automate registrations in the Ilyinsky hospital and the Belaya Rainbow network of dental clinics. Therefore, Smartix clearly understands the needs and objectives of the business in the field of medical services.

Result

The management of the MEDSI network of clinics noted a significant decrease in the workload for the classic registry with staff. It became possible to reorient employees to other tasks and reduce the total cost of business processes. If necessary, the flexibility of Smartix software allows you to connect a scanner and printer to the kiosk for working with passports, outpatient cards and other documents, which will further reduce the participation of employees in working with patients, as well as facial recognition system, voice assistant and much more.

Customers appreciated the simplicity and convenience of self-registration, as well as all the advantages of digital technologies deployed on bright, large-format screens. Independent selection of services, printing of the route sheet and payment in one touch - this is what the modern registry looks like in a medical institution of the 21st century.