Health Centre Oosterflank

Health Centre Oosterflank is part of Zovida, a network that includes 15 multidisciplinary health centres. Located in the eponymous district of Rotterdam, the centre serves a highly diverse patient population, ranging from young families to the elderly, and from native Dutch patients to those from abroad, such as refugees from Ukraine or Arabic-speaking individuals.

Long queues at the front desk

Usha Orie, Care Manager at Zovida, explains that there used to be a lot of congestion at the front desk: “We wanted every patient to check in at the front desk, but this often resulted in long queues. I thought, surely there must be a better way? It would already help a great deal if patients who were only there to register could walk straight through. That’s when I got in touch with Wachtkamerschermen®."

At first, patients had to adjust: “It was a shift for the patients because they were used to walking straight to the desk. Even when we put up a large banner next to the check-in kiosk, some patients still went to the front desk. We then gave the receptionists instructions to direct patients to the check-in kiosk. We also had someone at the kiosk initially to assist. All these actions together worked well. Now, we notice that patients go directly to the check-in kiosk.”

Eliminating initial issues

Usha also highlights that having someone stationed at the check-in kiosk had the added benefit of resolving any 'teething problems'. “Initially, we worked with a numeric keypad with the numbers 0 through 9, but we found that patients struggled to input their birthdate. I saw at one of our other health centres that there was an alternative keypad with numbers 01, 02, 03, up to 31. We switched to this format, and it worked much better.”

A learning period with great results

The biggest benefit now experienced at Health Centre Oosterflank is the reduced congestion at the front desk. Usha notes that 30 to 40% fewer patients are coming to the desk. She was so pleased with this outcome that she recommended the check-in kiosk to other Zovida health centres: “A few health centres have now started using the check-in kiosk. It has been a valuable learning period where we’ve supported each other to improve the system. For example, I discovered there was an alternative keypad available. Another health centre realised that you can create buttons for the physiotherapist, dietician, or practice nurses. This way, patients who aren’t seeing a GP can still be directed to the correct waiting area. It also helps reduce patient traffic at the front desk.”

Registration kiosks at other Zovida Health Centres

For example, Zovida Health Centre Katendrecht has also implemented the Wachtkamerschermen® registration system. We spoke with Radha Chedi, Practice Manager, about her experience with the check-in kiosk: “I had heard great things from my colleagues about the check-in kiosk, and I wanted to try it too. Now, the check-in kiosk has become a permanent feature, and we wouldn't want to be without it. We’ve noticed that it’s much quieter at the front desk, and that’s incredibly helpful!”

In short, thanks to the experiences at Health Centre Oosterflank, several other Zovida health centres have been inspired to adopt the check-in kiosk to reduce front desk congestion. As a result, Zovida has made an important step in reducing workload and streamlining processes within its health centres.