Touchscreen Check-in Kiosks

Healthcare Touchscreen Check-in Kiosks

A research paper by California Healthcare Foundation.

check-in kiosks Check-in kiosks are interactive computer stations designed for self-service tasks, such as patient check-in and collection of co-payments. Kiosks can be freestanding (like those at the airport), wall-mounted (like bank ATMs), placed on a countertop, or they can be mobile (like a tablet PC). Interest in self-service kiosks is growing rapidly as hospitals seek to improve patient satisfaction and operational efficiency. Although fewer than 10 percent of health delivery organizations have implemented patient kiosks, the experiences of early adopters show that kiosks can be effective tools for meeting rising consumer expectations.

Hospitals are deploying check-in kiosks in two main settings: ambulatory departments and emergency departments. In the ambulatory setting, the most common uses of kiosks are for patient check-in, wayfinding assistance, collection of co-payments and outstanding balances, updating patient demographics, and to ask patients basic screening questions. Some organizations also enable patients to sign consent forms and fill out real-time patient satisfaction surveys. In the ED setting, where there are fewer kiosk implementations industry-wide, kiosks are generally used to enable patients to sign in and provide caregivers with basic triage information.

Check-in Kiosks by Olea Kiosks
Standup check-in kiosk by Olea Kiosks, Inc. of California. Major clients include Kaiser Permanente and CLEAR (biometrics).

Hospitals justify the implementation of kiosks primarily as a means to improve patient service, not strictly as a cost-savings measure. The experiences of leading organizations have shown that kiosks can increase patient satisfaction by reducing waiting times and offering  greater convenience and privacy. Many organizations also achieve significant operational benefits, including increased  patient throughput and improved accuracy of demographic data in patient records. However, kiosks are intended to supplement, not replace, staff.

The success rate for kiosk implementations is high. Compared to other technologies such as electronic medical records or clinical systems, patient kiosks are relatively uncomplicated to  implement, require a small investment, and can be deployed selectively to the departments that are likely to benefit from their  use. Choosing the right type of kiosk to use and the right functions to deploy requires careful planning and consideration. Integrating the systems with scheduling, billing, and other existing systems also requires care in selecting vendors with the right type of expertise.

Editors Note:  This report was originally written in 2009 and since then the hardware and software specialists have changed. Some of them like NCR withdrew from the business.  New suppliers such as Olea Kiosks, Kiosk Information Systems and Slabb now are hardware providers in the industry.


I. Executive Summary

II. Introduction

III. Forms and Functions

IV. Industry Landscape

V. System Integration

VI. Best Practices for Implementing Kiosks

VII. Case Studies

VIII. Conclusions

Appendix A: Case Study Interviewees


ADA Kiosk Check-In Update

ADA Kiosk – Check-in Kiosks

ADA Kiosk

Welcome to ADA Kiosk. Regulatory agencies have a profound effect on the business of self-service. The kiosk industry group monitors ADA and the development & implementation of regulatory bodies and, where possible, we participate in the regulatory process by educating and informing agencies regarding our members & businesses.

A primary source of ADA devices for accessibility is Storm Interface. They also make rugged keyboards and other input devices.

Consulting member firms to help guide you thru the often complex laws include Assistra Technology which provides EZ-Access solution consulting.

ADA Kiosk Links

  • ADA.Gov lists all the resources in one place in the Accessible Technology section of the website.
  • Revised 508 Standards – went into effect January 18, 2018
  • ict-rule-2018 effective 2018
  • EN 301 549 V1.1.2 European Standards — Accessibility requirements suitable for public procurement of ICT products and services in Europe
  • Software — iCommunicator software is NLP that converts speech to text and also speech to sign language.

Measuring the Disabled

ADA Kiosk disability statistics

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