| This research study examined the best practices for a successful rollout of check-in kiosks from the perspectives of frontline service employees (FLSEs) in an outpatient medical setting, the benefits and positive experiences of the kiosks, and those factors that helped to motivate the FLSEs to perform their role in promoting the use of the kiosks. The participants in this study represented a sampling of FLSEs from 11 different outpatient clinics using the kiosks. This qualitative study utilized a 3-pronged approach. Results were obtained from a data-gathering combination of an appreciative style of questioning, an action research--based process of involving participants to evaluate and impact their own change, and a critical incident technique of questioning to determine specific incidents or actions in the field that determine effective or ineffective outcomes. The results demonstrated a set of best practices that focused on training, the implementation process, and a list of enhancement suggestions. An important outcome of the study was the need for a concierge person to assist patients with using the kiosk. Training also directly impacted FLSEs and their motivation and commitment to support the kiosk process. Participants consistently mentioned throughout the study the need for detailed training sessions on the use of the kiosk, providing time for hands-on practice. Another outcome of the study suggested that FLSEs would like to have been part of the implementation plan prior to rollout. In addition, technical assistance should be easily accessible, and documentation should occur for all issues experienced during rollout. Finally, the results revealed certain deficiencies in functionality such as Medicare patients not being able to use the kiosk and the need for improvement in the way patients are able to identify themselves by either using a credit card or typing a name. Based on the feedback collected, FLSEs liked the check-in kiosks and appreciated the many benefits that they have to offer. In summary, the goal of this research study was achieved in that it provided best practices from the FLSE perspective that other organizations could use to plan successful rollouts of kiosks or other self-service technology (SST). |
