Fast Check-in: Hospital Self-Service Reducing Wait Time

Innovation and technological integration expedite service and reduce costs, transforming the patient experience in hospitals

Desafio

A healthcare network, composed of hospitals, medical centers, and laboratories, needed a solution to expedite the patient check-in process, minimizing human contact and associated costs while optimizing wait times for appointments, exams, and admissions.

Solução

act digital developed an integrated application allowing patients to check-in via a mobile app or self-service kiosks installed in network units. The solution integrates with health plan operators to automate procedure authorization.

Resultados

The project resulted in a significant reduction in the average reception time, from 25 minutes to just 4 minutes, an over 80% decrease. Additionally, there was a 70% reduction in costs related to patient check-in.

In the healthcare sector, efficiency and technological innovation are crucial to providing quality care and improving the patient experience. With the aim of revolutionizing the check-in process in hospitals, one of Brazil’s largest healthcare networks engaged act digital to develop a solution that could integrate its systems and automate the check-in process, reducing human interaction and associated costs in the area.

The project focused on creating a system allowing patients to check-in for appointments, exams, and admissions via a mobile app or self-service kiosks installed in network units. The solution integrated with health plan operators, automating procedure authorization and eliminating the need for interaction with receptionists.

In this project, act digital initially worked on developing the new system, employing advanced technologies like Back End Node Js, Front End React, Dynamo Database, among others. In a second phase, a specialized team (**act digital **squad) was assigned to ensure the system’s expansion and effective integration across all network units.

Amidst the digital transformation in healthcare, the system’s autonomy and agility offered to patients resulted in optimized service, enhancing customer experiences. From an operational efficiency standpoint, the reduction in time, costs, and resources holds the potential to have a comprehensive impact on the company’s results, which caters to almost 3 million patients daily.

Client: Leadership in Healthcare and Commitment to Excellence

act digital was selected to implement the automated check-in solution in one of Brazil’s largest integrated healthcare networks. Recognized for its extensive presence, the group operates nationally, encompassing dozens of its hospitals, oncology clinics, and a variety of complementary services.

With a team of over 70,000 employees and 87,000 accredited doctors, the network handles a significant volume of services: 5.3 million emergencies, 4.4 million outpatient visits per year, 486,000 surgeries, and 47,483 annual deliveries, while managing 11,512 beds and serving 2.7 million patient-days.

The company has stood out for adopting new technologies and expanding its reach, being a reference in technical quality in the healthcare sector. Implementing the new check-in system reflects the group’s alignment with digital transformation and optimization of its operations, increasing focus on what truly matters: providing satisfactory and humane healthcare services.

Challenge: Integrating Technology to Improve Hospital Service Efficiency

Seeking to enhance operational and financial efficiency while improving customer satisfaction, the group identified the need to modernize and expedite the patient check-in process. The solution had to minimize human interaction and reduce both operational costs and wait times for service.

The challenge was to develop an application that seamlessly integrated with the existing healthcare network systems and health plan operators. Moreover, it was essential to ensure usability and accessibility for all patients, regardless of their familiarity with technology.

Another critical challenge was the necessity to implement the application in a nationally extensive healthcare network with potential for expansion through mergers and acquisitions. This context demanded a robust and scalable solution. The network sought a tool that not only simplified the check-in process but also improved the organization of service processes and reception in its units.

To overcome these challenges, several objectives were established:

  • Integrate the check-in application with existing systems and health plan operators.​
  • Develop an interface with excellent usability accessible to all patients.
  • Ensure scalability of the solution to serve a large hospital network.
  • Reduce patient check-in costs by 70%.
  • Decrease wait times for service by at least 30%.

Solution: Automation and Integration for Efficiency Gain

The challenges faced by the hospital network highlighted the need for a solution to optimize the check-in process by integrating it with other systems (internal and external). The proposed solution focused precisely on these aspects.

Initially, act digital’s team of specialists conducted a detailed analysis of check-in systems and health plan operators. Based on this diagnosis, an application was developed allowing patients to check-in using the network’s app or self-service kiosks at units, with functionalities automatically integrated with health plan operators for procedure authorization.

Methodology

The development team’s approach focused on ensuring agile development, emphasizing user experience to provide a user-friendly interface. Throughout the project, continuous testing and validations were performed to ensure the developing system’s adequacy to the set purposes.

Following the development and validation of the Fast Check-In system, act digital allocated a specialized squad, now working internally in the company, promoting the system’s implementation across all network units.

Technology

The solution to the challenges faced by the hospital network was built using a combination of advanced technologies, such as:

  • Back End Node Js and Front End React.
  • Dynamo Database.
  • Automated Testing in Jest.
  • Lambda and SonarQube.
  • Microservices Architecture, Terraform, SQS, Kafka, and REST.

The combination of these methodologies and technologies allowed the creation of an innovative solution that met the objectives of reducing costs, optimizing wait times, and improving the hospitals’ operational efficiency.

Results: Fast Check-in Transforms Healthcare Service Experience

The implementation of the automated check-in solution brought remarkable results to the hospital network, characterized by continuous improvement in process efficiency and the patient experience. Review the results achieved after the system’s implementation.

Reduction in Service Time

One of the expected results of the project was a 30% reduction in service time at the reception. After implementation, it was identified that the solution exceeded this projection.

  • The average service time was reduced from 25 minutes to just 4 minutes, a decrease of over 80%.
  • This resulted in greater patient satisfaction and significant optimization of workflow in hospital units.

Reduction in Operational Costs

Reducing costs related to the check-in process was another achieved goal.

  • A 70% decrease in associated costs, improving financial efficiency and competitiveness of the network.

Enhanced Process Efficiency and Organization

The solution also promoted an improvement in organization and efficiency in service processes.

  • The agility and autonomy provided to patients allowed for quicker and more efficient self-service and authorization processes with health plans. Due to the automation of service processes, the network managed to enhance patient flow management, offering a satisfactory experience to its customers.

How We Can Help Your Company

Efficiency and accuracy are crucial in the healthcare sector, increasingly adopting technology to enhance service quality. act digital has specialized professionals understanding the challenges of this market, working to optimize operational processes and improve accessibility to healthcare services.

We lead digital transformation in healthcare using advanced technologies tailored to each client’s specific needs.

- Big Data and Cognitive Computing: Utilizing Big Data to process vast health information volumes, aiding decision-making. Cognitive computing interprets complex data, providing valuable insights for healthcare professionals.​​

-Artificial Intelligence: Implementing AI solutions for predictive and assistive analyses, enhancing treatment journey personalization, improving patient outcomes, and optimizing healthcare institution resources.

-Telemedicine: Developing telemedicine platforms to facilitate access to medical care, especially in remote areas or for patients with limited mobility.

- RPA and APIs: Automating repetitive healthcare management processes using RPA (Robotic Process Automation), freeing healthcare professionals for critical tasks. APIs allow integration of different systems and devices, enhancing operational efficiency.

We adopt an agile methodology in our projects, ensuring solutions are developed and implemented quickly and efficiently, maintaining flexibility to adapt to emerging changes and challenges. Our framework is designed to fully adapt to each client’s specific needs in the healthcare sector, guaranteeing that solutions are not only technologically advanced but also aligned with the specific goals and challenges of the institutions and patients they serve.

Whether to optimize processes, reduce costs, or implement integrated systems, we have the experience and technology to help your company advance in the digital transformation process.

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