Kiosk mode allows your patients to check themselves in and fill out any necessary forms as part of that process. It's a fully self-service system freeing up receptionists for more pressing tasks or even helping to fill that gap for smaller clinics who may not have one.
Below we'll talk about a few different aspects of kiosk mode and the check-in process, including:
- Greeting your patients
- Identifying a patient
- Filling out a form (optional)
- Checking a patient in
Greeting your patients
When using kiosk mode, the iPad is intended to be set up in a stand of some sort. When patients come in, we'll try and grab their attention with a gentle animation to greet them and prompt them to check in.
Once we've got their attention, the check-in process can begin by first identifying who they are.
Identifying a patient
The first step to checking someone in is to identify who is actually checking in. Patient privacy was a major consideration for us in trying to figure out who the patient is, so exposing patient names and letting them choose from a list was not an option.
Instead, we let them enter in their date of birth and match an appointment based on that.
We'll check all appointments within a given window of time (about 1-2 hours) to see if there's a match between the entered-in date of birth and the date of birth associated with the appointments within that window.
Generally speaking, there will only be a single match, but on the rare occasion there may be more than one (i.e. if two patients with the same date of birth have appointments on the same day at about the same time – rare, but possible).
If we find a corresponding appointment, we then ask the patient to choose an appointment that matches: a) their initials, b) the appointment time, and c) which practitioner they're here to see.
Again, we're not exposing a patient name at this point because we want to confirm we've got the right patient.
(J.S. are the initials of the patient)
Filling out a form (optional)
Once we've found the right patient, we'll present any forms you have configured (more on how to set that up here). If you don't have any forms configured, you can skip ahead to the next section – checking a patient in.
Although we're fairly confident we have the right patient at this point, we actually do one more check just to be sure. This is because if we accidentally check in the wrong patient, it's not exactly the end of the world. But if a patient fills out a form for the wrong patient and overwrites it in Cliniko, or a patient's data is accidentally exposed, that's where things could get ugly.
To ensure this doesn't happen, we ask the patient to enter their name and we do a fuzzy match on what they've entered in. Fuzzy matching allows a little bit of room for a minor typo or two, but if the names are wildly different we put a halt to things and require an administrator (i.e. a receptionist or practitioner) to step in and verify things.
(If the name the patient has entered doesn't match with who we think is filling out the form, an administrator needs to verify things in order to continue with the form or exit and start over)
If everything is fine and it was just a spelling mistake, the patient can continue on with their form. If there wasn't a mismatch to begin with, the patient continues with the form un-interrupted.
Checking a patient in
Once any required forms have been filled, we'll finish off the check in process by sending a notification to Cliniko (see Arrival Notifications from version 1.8) to let you know they're ready to be seen.
The patient will see that they're checked in and the iPad will automatically reset itself ready for the next patient to arrive.
To see an entire flow of how and where we make decisions on the check-in process, check out this flowchart:
To learn about how to configure kiosk-mode for your account, check out this article: