UAB’s Division of Orthopaedic Surgery desired to find self-service kiosks in the UAB Highlands outpatient orthopaedic clinic for checking in patients, insurance verification, payment of co-pays, and additional other functions. The goal of implementing Clearwave was to provide a more rapid check-in for patients with musculoskeletal conditions, improve overall patient satisfaction and financially increase payments at time of service. The first day of operations saw over 200 patients check in with the overall check-in time reduced to less than three minutes per patient. The metrics identified prior to go-live included increasing point of service collections looking at 6 and 12 month averages, reducing measurable check-in times, monitoring insurance verification, improving Medicare Advantage and Prescription Drug Plan Consumer Assessment of Healthcare Providers and Systems (MPCAHPS) scores over the next 12 months and seeking feedback from front line registration staff at 6 and 12 month intervals on the improvements. Point of service collections increased by over 100%. Average check-in times decreased from six to seven minutes to less than three minutes. Average check-in times for returning patients is now less than 1 minute, twenty seconds.
“I loved the self-registration stations. They were well manned, yet easy to use without assistance.” “The sign-in procedure with the computer terminal was quick and easy.”PRESS GANEY QUOTES