Doctors: Computers in the lobby go a long, long way

My son's orthodontist does this. When we enter the office, we go to the computer on the desk, select our name, and verify the information online. Very efficient and still personal, because the person at the desk (who is now entering payments and treatments, not demographic information) smiles and greets us as we check in on the computer. I think this has great possibilities, especially in clinics that treat the uninsured; computers would help these patients have a place to access their health information, make appointments, verify PHI and update it. There would be processes to work through, but I think it has potential.

When the premise is used in the context of orthodontia, laser hair removal, or botox injection, it seems reasonable to think that the concept is applicable. There is the presumption that the "customer" (i.e., patient) can type and will want to augument the staff. Outside of that elective environment, many customers want to be served, not to work.

Re Kathleen's example: Does that choice of your name mean from a pool of names of other patients? Does that reveal that I am a patient there too? Does that violate my privacy?

We see a ton of opportunities as well. Many practices nationwide are using Phreesia, the Patient Check-in Company™, for the very reasons stated in this article and more. Phreesia improves practice workflow by replacing patient clipboards with wireless, swipe-card enabled tablets (PhreesiaPads) that deliver interactive content direct to patients in the waiting room, while automating practices’ patient intake process.

Phreesia was designed with the patient in mind, and one of our primary concerns is improving the way they check-in at the clinician’s office. Sue, you commented that “many customers want to be served, not to work.” We couldn’t agree more. Phreesia makes checking-in an easier, quicker, and more pleasant experience for the patient. Phreesia is even easier for returning patients. Patients only need to verify, not re-enter information. Our solution also saves the office staff valuable time since the patient check-in information is automatically printed or downloaded to the practice’s computer.

Sue, in response to your concern about privacy violations—patients using Phreesia must answer several HIPAA-mandated identifying questions in order to check-in. Patients are never privy to the names or any other information regarding other patients. We are committed to safeguarding patient confidence in our products and services.

You can learn more about Phreesia at http://www.phreesia.com

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