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It Is More Efficient to Type: Innovative Self-Registration and Appointment Self-Arrival System Improves the Patient Reception Process

Knight, Vickie MHSEd*; Guy, Rebecca J. PhD; Handan, Wand PhD; Lu, Heng MComSc*; McNulty, Anna MMed (Sexual Health)*‡

Sexually Transmitted Diseases: June 2014 - Volume 41 - Issue 6 - p 392–394
doi: 10.1097/OLQ.0000000000000136
The Real World of STD Prevention

Introduction In 2010, we introduced an express sexually transmitted infection/HIV testing service at a large metropolitan sexual health clinic, which significantly increased clinical service capacity. However, it also increased reception staff workload and caused backlogs of patients waiting to register or check in for appointments. We therefore implemented a new electronic self-registration and appointment self-arrival system in March 2012 to increase administrative efficiency and reduce waiting time for patients.

Methods We compared the median processing time overall and for each step of the registration and arrival process as well as the completeness of patient contact information recorded, in a 1-week period before and after the redesign of the registration system. χ2 Test and rank sum tests were used.

Results Before the redesign, the median processing time was 8.33 minutes (interquartile range [IQR], 6.82–15.43), decreasing by 30% to 5.83 minutes (IQR, 4.75–7.42) when the new electronic self-registration and appointment self-arrival system was introduced (P < 0.001). The largest gain in efficiency was in the time taken to prepare the medical record for the clinician, reducing from a median of 5.31 minutes (IQR, 4.02–8.29) to 0.57 minutes (IQR, 0.38–1) in the 2 periods. Before implementation, 20% of patients provided a postal address and 31% an e-mail address, increasing to 60% and 70% post redesign, respectively (P < 0.001).

Conclusions Our evaluation shows that an electronic patient self-registration and appointment self-arrival system can improve clinic efficiency and save patient time. Systems like this one could be used by any outpatient service with large patient volumes as an integrated part of the electronic patient management system or as a standalone feature.

Our evaluation shows that an electronic self-registration and appointment self-arrival system can improve the patient reception process.

From the *Sydney Sexual Health Centre, South East Sydney Local Health District, Sydney Australia; †The Kirby Institute, University of New South Wales, Sydney, NSW, Australia; and ‡School of Public Health and Community Medicine, University of NSW, Kensington, NSW, Australia

Conflict of interest: The authors have no conflicts of interest to declare.

Sources of support: Nil.

Correspondence: Vickie Knight, MHSEd, PO Box 1614, Sydney, NSW 2000, Australia. E-mail: Vickie.knight@sesiahs.health.nsw.gov.au.

Received for publication January 31, 2013, and accepted April 2, 2014.

© Copyright 2014 American Sexually Transmitted Diseases Association