Workflow Kiosk Gives Patients More Control over Their Healthcare Experience

Combining the best of kiosk technologies already present in other industries and the specific requirements of healthcare consumers, a new patient information technology (IT) system creates a new way for imaging practices to stay connected to their customers.

In an effort to leverage health information-exchange technology for consumers, Merge Healthcare (Milwaukee, WI, USA) announced the introduction of the Merge Patient Kiosk, and the successful deployment of this new patient engagement tool in several imaging centers in the United States.

"The kiosks have definitely made a positive impact in our clinics,” says Matt Dewey, CIO of Zwanger-Pesiri Radiology (Suffolk and Massapequa Counties, Long Island, NY, USA). "Busy consumers who prefer user-friendly, automated technology are pleased that they now have the choice to complete their check-in with our kiosk. Unlike other kiosks, this system has the ability to connect to an avatar-based live agent, who can guide our patients through the check-in process when they need some assistance. Moving forward, I see the Merge Patient Kiosk as an important tool for keeping patients loyal to our centers.”

The unique avatar-based Merge Patient Kiosk provides assistance from a professional who can see the person and talk directly to her to answer any questions, within a private environment. Integrated with Merge's Fusion RIS (radiology information system), the system can set the appropriate alerts, update a patients' status and scan documents, such as a driver's license and insurance card, all within the normal workflow of a healthcare enterprises operation. This new product was displayed at the Healthcare Information Management and Systems Society (HIMSS) show, March 1-3, 2010, in Atlanta, GA, USA.

"Our front office staff wondered how the kiosk would impact them and our patients at first,” said Marilyn Lester, administrator of University of Texas Imaging (Houston, USA). "But, within a couple of days, we quickly realized its true value. It's just such a win for everyone involved--patients love the automation, referring physicians tell us that we look very leading edge and our staff is able to focus on our patient's clinical experience rather than routine tasks.”

"We are very pleased with the launch of this innovative new product line,” says Justin Dearborn, Merge Healthcare CEO. "We've had excellent dialogue with our imaging professional customers and their patients; and the result is a well designed solution that benefits everyone involved in an imaging exam.”

Merge products, ranging from standards-based development toolkits to advanced clinical applications, have been used by healthcare providers, vendors, and researchers worldwide for over 20 years.

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