Objective
The VA Pittsburgh Healthcare System (VAPHS) sought to improve and centralize the administrative services for veterans in one main area of the medical center. The goal of the centralized business center was to allow veterans to move through the check-in process easily and swiftly, while increasing the accuracy of the patient record.
Implementation
VAPHS, in collaboration with b Inc., successfully implemented the Department of Veterans Affairs’ first comprehensive self-service pre-registration and patient check-in system. The project was implemented in conjunction with the opening of a new consolidated business service center. The system has a flexible design that easily accommodates centralized and decentralized operations and has proven to be a success at VAPHS. The patient self-service system has reduced the manual efforts and costs of checking patients in for visits and has also supported Central Office’s requirements for pre-registration.
The kiosk provides a series of prompts for the veteran and queries the patient as to correctness of demographics, insurance carrier, appointments, and other information deemed necessary by the VA. The veteran responds to each question by pressing “yes” or “no” on the screen. If the veteran identifies that updates to his information is needed, he is directed to a pre-registration clerk for assistance.
Results
The use of technology has significantly improved the pre-registration process for the veteran population and has been well received by the patients that are treated at VAPHS.
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Correction of thousands of errors in veterans’ demographics, decreasing the volume of undeliverable mail and prescriptions, and improving no-show rates. Cost avoidance: $24,609 (annualized). |
Verifying and correcting enrollment and eligibility errors. Projected increased revenue/cost avoidance: $224,434 (annualized). |
Updating patient insurance information. Projected increased revenue: $249,934 (annualized).
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Cost savings associated with veterans successfully passing through the kiosk. Cost avoidance: $92,113 (annualized). |
Success
The net potential gain/cost avoidance after implementation costs is $483,612 (annualized). A 95% satisfaction rate has been scored by veterans using the kiosk system.
As a result of the great success of the kiosks, VISN 4 has expanded its kiosk check-in program to its remaining medical centers.
Additionally, VISN 4 is in the process of installing the kiosks for check-in at many of the Community Based Outpatient Clinics.
Reach Out
For questions, comments, or suggestions, email the team at info@b-inc.com.