Dartford and Gravesham NHS Trust recouped its investment in patient kiosks from iSOFT, a CSC company, in under four months, after the system helped it meet a smoking cessation referral target and so secure an extra £120,000 in funding from South East Coast Strategic Health Authority.
The referral target was achieved by including a simple question as part of the patient self check-in process.
Meanwhile improved staff efficiency has saved the equivalent of four full time posts in outpatient administration. "By releasing receptionists from routine check-in procedures their roles have been redesigned giving them more time for check out duties and patients that need their help," said Paul Wilson, outpatient project manager.
Nurses are also spending less time finding and escorting patients around the department.
The trust agreed a deal with iSOFT in September 2010 for five Savience self-service kiosks for the Darent Valley Hospital for patients to check-in for outpatient appointments automatically and update their demographic details. The investment included eight plasma screens for patient calling.
A key goal was to cut did-not-attend (DNA) rates by having accurate patient demographic details. Initial findings show a reduction in follow-up DNA rates of 1%, which equates to an approximate annual cost of £20,000.
"Allowing patients to freely update demographic information has improved data quality and led to a subsequent fall in DNAs," Paul Wilson said. "Missed appointments are estimated to cost the NHS between £60 and £120 in lost revenue, so the potential improved revenue capture is significant based on our current DNA rates."
He says the technology has also improved the patient experience with shorter queues and a less stressful wait. "The system has made a huge difference in outpatient clinics. Queues are rare and the waiting areas are much calmer and ultimately less stressful environments for patients. Nurses use the system to keep them informed about each clinic and any delays."
CSC and iSOFT signed separate partner agreements with Savience in 2010 and between them have won contracts for this technology with eight NHS trusts, CSC under its Clinic Management and Self Service solution banner.
Related news articles:
- iSOFT's Profile
About CSC
CSC is a global leader in providing technology-enabled business solutions and services. Headquartered in Falls Church, Va., CSC has approximately 93,000 employees and reported revenue of $16.2 billion for the 12 months ended July 1, 2011.