While the IT platform poses its own challenges, many of the health systems I've worked for solved that problem, implemented digital check in (not unlike what you see at the airport), and still the technology didn't stick. Beyond this, many health systems now have an online patient portal that does a lot of the same things and could be adapted for this use.
The limiting factor from my experience isn't the platform, it is the people that are unwilling to use it in favor of a personal option even if that means waiting in a line vs. immediately stepping up to a kiosk. COVID may be the impetus many health systems need to really commit to this solution, and many patients may be rethinking their stance as well. The IT investment is minimal compared to the cost of keeping enough people at the front desk to check people in fast enough over the lifetime of a clinic, and I believe many health systems will now take a second look at it.
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Dwayne Robinett AIA
Managing Director
Health Facilities Group
Tulsa OK
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Original Message:
Sent: 04-27-2020 16:11
From: J. Patrick Fugeman
Subject: Rethinking medical office design post COVID-19
We have worked on the digital check-in for years. The limiting or controlling factor seems to be the healthcare organization's IT platform which neither designers nor Facility people control. For now we provide power & data in appropriate places for the future installation.
PATRICK
Original Message------
I believe that check-ins need to be more digital to allow for less interaction. While the current challenges with COVID19 are great, at one point humans will adapt to this virus. The drive for a more open experience is based in human desire and need. I don't see that changing. I am hopeful that we can create waiting room spaces that are still open for check-in with semi-private spaces for the waiting. Leveraging technology can really allow a shift to a more digital check-in process and limit the direct contact interactions with a receptionist.
Luke Leising AIA, PE
President
Guidon Design
Indianapolis, IN
luke@guidondesign.com
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Luke Leising AIA
Architect
Guidon Design Inc
Indianapolis IN
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