Simplifying the patient experience
Patients at Østfold Hospital Trust are now able to check in, benefit from smooth queue management, and pay for consultations via their mobile phones.
Every day, approximately 1,500 patients attend outpatient clinics at Østfold Hospital Trust. “We’re simplifying the patient experience by streamlining the process, allowing patients to register and pay for their appointments directly on their mobiles, reducing the need to queue at reception. This will save time for both patients and our administrative staff,” says project leader Linn Maria Hauge in an interview with Østfold Hospital Trust’s website. This also enhances patient safety, as staff will no longer need to call out names in waiting areas, ensuring greater privacy and discretion
Regional solution
Hauge is excited about the new solution, which allows patients to manage their check-in and payments via their phones. According to Østfold Hospital Trust, this mobile check-in and payment system will benefit a large number of people, including patients and staff, especially those working in outpatient clinics.
Hauge is excited about the new solution, which allows patients to manage their check-in and payments via their phones. According to Østfold Hospital Trust, this mobile check-in and payment system will benefit a large number of people, including patients and staff, especially those working in outpatient clinics.
“All hospitals within the South-Eastern Norway Regional Health Authority either have or will soon have this same solution. It’s part of the logistics improvements being implemented across the region,” Hauge explains.
The system was first implemented at one location’s outpatient clinics mid September, with plans to extend the service to the rest before Christmas.
No more queues
The new system will also address queue management. Patients will receive an SMS two hours before their appointment, allowing them to check in using their mobile phones. After the consultation, patients will receive another link for payment. Those who choose to pay via their mobile phones will no longer need to visit the reception, and secretaries will be able to handle payments at any point during the day, freeing up time for other tasks.
In practice, this means patients can avoid standing in line unless they specifically need assistance. Many patients have been asking for a more efficient check-in, queue and payment system.
“Currently, all patients must visit the reception to pay after their appointment at every outpatient clinic. This is because we haven’t had suitable digital payment options until now. While some patients will still prefer to speak with a secretary, I think we’ve underestimated their digital skills. Mobile check-in and payment is already common practice at GP surgeries and even when we fly,” says Hauge.
Card and cash payments still available
Although the aim is for as many patients as possible to use digital payment methods, the hospital will continue to accept card and cash payments.
“The project allows patients to choose from various payment methods, making the process more flexible,” explains Hauge.
Through the SMS link, patients can choose to pay using Vipps MobilePay or receive an invoice (with no extra fees). The link is valid for 48 hours. If the link isn’t used, an invoice will be sent automatically. Hauge also believes the system will help patients arrive on time for their appointments.
“At one location in particular, some patients have difficulty arriving on time due to parking issues. There may also be queues at the self-check-in kiosks or the main reception. If they are five minutes late, they can’t check in at the kiosks. With mobile check-in, they can do it from the car park and still make their appointment,” Hauge adds.