- AWHG, Atlanta Women’s Health Group is the largest Obstetrics and
Gynecology practice in the Southeast, delivering more than 9,000 babies
each year. Currently the IT division is attempting to implement a
kiosk program or self -service technology for its patients. The
anticipated success of the project will improve the efficiency of the
organization, which is in the final stages with a go live date of July
16, 2012. Installation of the individual kiosks is complete, but due
to several issues affecting the quality of data, there is currently a
stall in the project.
Project Planning Phase
AWHG kiosk project has been in the planning phase for two years now.
“The scope of the project is offer superior customer care by offering
modern technology and efficient office operations. Implementing the
kiosks will eventually eliminate the need for staff to enter and or scan
patient information provided at check in.
- The customer experience will show improvement due to patients’ having
the ability of handling their own sensitive information, such as health
and payment information. Due to such an increase in identity theft,
many patients prefer self- service opportunities as a method of
protecting their information. .
- The kiosks will also reduce waiting time for the patients and the
ability to access and print requested forms with ease. As a result of
addressing the previous factors, office efficiency will not only be
addressed, but improved upon. “Adopting self- service check in processes
allows a hospital to simplify the workflow for billing and
administrative staff and boost financial performance.” (Kao, 2011, p.