Integrating Self-Service Kiosks into Healthcare Delivery Organizations

Self-service kiosks in healthcare delivery organizations (HDOs) have the potential to provide operational efficiencies and customer service benefits. Yet to date there has been little research on how organizations can effectively integrate these self-service technologies into the point-of-service to achieve these potential benefits. This research-in-progress study addresses this research gap by studying a multi-phase pilot project being conducted within an integrated U.S. healthcare system. The same kiosk hardware and software is being deployed within several outpatient clinics at four medical centers, and adoption by several interdependent user groups is needed to achieve administrative and clinical benefits. Qualitative research methods are used to analyze interview data collected from key stakeholders. Pre- and post- implementation findings are presented as well as a preliminary model that details influential variables specific to the HDO context

Integrating Self-Service Kiosks in a Customer-service System

Most hospitality companies have been implementing self-service channels with a goal of reducing costs, increasing customer satisfaction and loyalty, and reaching new customer segments. No matter how successful the self-service channel, companies rarely eliminate traditional personal service when they introduce a self-service channel. Instead, companies typically maintain a portfolio of service-delivery channels which allows guests to select the way they interact with the companies. Consequently, managers should consider the interaction among the channels within the portfolio, with particular attention to how they complement each other. Using a research technique called structural equation modeling, the study described here examined the financial and guest-satisfaction results of integrating a self-service kiosk in two brands operated by an international hotel company. Based on data from the company, this study indicates that when certain routine tasks (e.g., checking in and issuing room keys) were handled in kiosks, hotels did see increases in average daily rate. However, when something went wrong with the self-service check-in, the hotels in question saw a reduction in guests’ willingness to return. Oddly, the addition of the check-in kiosks did not increase guests’ perceptions of service speed at check-in. One possible explanation is that guests used the check-in time to consult with services representatives regarding the destination or other topics, and front-desk associates took the opportunity to make upselling and cross-selling offers

Implementing Electronic Services Transnational Guidelines and Perspectives

Electronic services to citizens are a growing concern to governments all over the world, not inthe least in the domains of social security and labor market. It was at the Montreal Conference of the ISSA –the International Social Security Association – in 1999 that many organizations in many countries showedto be grappling with many questions concerning the implementation of electronic service delivery. In orderto elaborate on experiences of implementation, the ISSA and three Dutch member organizations arranged anexpert work shop on implementation strategies for E-government in social security in the Autumn of 2000.This report summarizes the experts conclusions on strategies, methods, do´s and don´ts. It emphasizes theimportance of a mix of technological, political, legislational and organizational prerequisites.The considerations encompass the following domains or perspectives:(i) Infrastructure, being the technical devices such as network components, servers, protocols, instrumentsfor client identification, which needs some cooperation or coordination between social securityorganizations;(ii) Data management, which poses the question how governments can avoid to ask citizens or employersfor the same information twice;(iii) Standards and responsibilities, dealing with scope, and with how they are to be established,implemented and maintained;(iv) Client appreciation, one of the key issues when designing the services, which ones and how;(v) Issues of flexibility, which are related to changes in legislation, in technical standards and clientappreciation; and last but not least:(vi) Costs and benefits, the context of justification for investments.For each domain or theme, context, goals and experiences are stated first. Only a few examples aredescribed in the report itself. Each theme ends with do´s and don´ts, aiming at the promotion of action, atthe reduction not the ignorance of complexity. A range of illustrative cases is described in a separateappendix

A Smart Consumer-empowered Diabetes Education System (SCEDES): Integrating Human Wellbeing and Health Care in the Community Environment

Uncontrolled diabetes creates an increasing burden on individuals, their families, and the society in the UnitedStates. The expected total annual costs of diabetes, including both direct costs and the lost productivity, are expectedto be 20% of the Gross Domestic Products by 2016. In this paper, a community-based infrastructure is proposed toprovide consumers, both diabetics and pre-diabetics, with a Smart Consumer-empowered Diabetes EducationSystem (SCEDES) that will not only build consumer self-efficacy but also promote their self-management, selflearning,and support from peers and health care professionals. The system architecture and key implementationfeatures are addressed. Challenging issues and research directions are also discussed for further investigation

Embracing self service technology for hotel productivity growth

This paper explores the various ways in which self-service technology (SST), if employed by the hotel industry, can actually contribute to the productivity growth in Singapore. The study provides an understanding of customer’s technology acceptance and readiness by utilizing the two widely extended and accepted approaches, Technology Readiness Index (TRI) and Technology acceptance model (TAM). The study also evaluated the four common self-service technology channels: electronic kiosks, the Internet, mobile devices, and the telephone applications. From an investigation on past studies, it is found that Singapore is receptive to self-service technology. Self-service technology thus could bring a highly respectable return on investment (ROI) to the Singapore’s hotel industry, as illustrated by ROI models in this paper. Moreover, hotels could leverage on a number of Singapore’s government funding to optimize their investment on SST. With the government’s master plan (iN2015) platform to realize the intelligent nation by 2015, hotels could benefit from the self service technology features that this platform is offering. Various avenues to ride on this platform and recommendations are featured

National evaluation of the benefits and risks of greater structuring and coding of the electronic health record: exploratory qualitative investigation

Objective: We aimed to explore stakeholder views, attitudes, needs, and expectations regarding likely benefits and risks resulting from increased structuring and coding of clinical information within electronic health records (EHRs). Materials and methods: Qualitative investigation in primary and secondary care and research settings throughout the UK. Data were derived from interviews, expert discussion groups, observations, and relevant documents. Participants (n=70) included patients, healthcare professionals, health service commissioners, policy makers, managers, administrators, systems developers, researchers, and academics. Results: Four main themes arose from our data: variations in documentation practice; patient care benefits; secondary uses of information; and informing and involving patients. We observed a lack of guidelines, co-ordination, and dissemination of best practice relating to the design and use of information structures. While we identified immediate benefits for direct care and secondary analysis, many healthcare professionals did not see the relevance of structured and/or coded data to clinical practice. The potential for structured information to increase patient understanding of their diagnosis and treatment contrasted with concerns regarding the appropriateness of coded information for patients. Conclusions: The design and development of EHRs requires the capture of narrative information to reflect patient/clinician communication and computable data for administration and research purposes. Increased structuring and/or coding of EHRs therefore offers both benefits and risks. Documentation standards within clinical guidelines are likely to encourage comprehensive, accurate processing of data. As data structures may impact upon clinician/patient interactions, new models of documentation may be necessary if EHRs are to be read and authored by patients

Bridging the digital divide for hard-to-reach groups

Boeltzig and Pilling identified specific groups of people who typically are not connected to the Internet and examined the circumstances of each - rural, poor, disabled, seniors, and ethnic minorities. They focused on how these groups of people, such as homebound individuals, could benefit most from using online government services. They also identified technical as well as social barriers that limit access. Their recommendations are aimed at both increasing access for these targeted groups and increasing use by individuals in the targeted groups. They also provide valuable recommendations aimed at service or application providers who have a major role in increasing both access and accessibility. The case studies resulted in insights and lessons that are broadly applicable. Based on the case studies, the authors offer recommendations that are practical and serve as useful guides to practitioners and policy makers at all levels of government

Process of change in organisations through eHealth: 2nd International eHealth Symposium 2010, Stuttgart, Germany, June 7 - 8, 2010 ; Proceedings edited by Stefan Kirn

Foreword: On behalf of the Organizing Committee, it is my pleasure to welcome you to Hohenheim, Stuttgart for the 2nd International eHealth Symposium which is themed 'Process of change in organisations through eHealth'. Starting with the inaugural event in 2009, which took place in Turku, Finland, we want to implement a tradition of international eHealth symposia. The presentations and associated papers in this proceedings give a current and representative outline of technical options, application potentials, usability, acceptance and potential for optimization in health care by ICT. We are pleased to present a high-quality program. This year we convey a unique opportunity for academic researchers and industry practitioners to report their state-of-the-art research findings in the domain of eHealth. The symposium aims to foster the international community by gathering experts from various countries such as Australia, Great Britain, Finland and Germany. A first step is done by this symposium which considers this interaction and delivers an insight into current advances made and open research questions. The organizers would like to take the opportunity to thank all the people which made the Symposium possible. We are pleased if both attendance to the 2nd International eHealth Symposium 2010 and reading of this proceedings give you answers to urging questions, a basis for critical discussions, references on interesting tasks and stimulations for new approaches. Table of Contents: Martin Sedlmayr, Andreas Becker, Hans-Ulrich Prokosch, Christian Flügel, Fritz Meier: OPAL Health - A Smart Object Network for Hospital Logistics // Rajeev K. Bali, M. Chris Gribbons, Vikraman Baskaran, Raouf NG Naguib: Perspectives on E-Health: the human touch // Falk Zwicker, Torsten Eymann: Why RFID projects in hospitals (necessarily) fail. Lesson from comparative studies // Nilmin Wickramasinghe, F. Moghimi, J. Schaffer: Designing an intelligent risk detection framework using knowledge discovery techniques to improve efficiency and accuracy of healthcare care decision making // Volker Viktor, Heiko Schellhorn: In search of an appropriate service model for telehealth in Germany // Simone Schillings, Julia Fernandes: Towards a reference model for telemedicine // Reima Suomi: Towards rewards awareness in health care information systems // Manuel Zwicker, Jürgen Seitz, Nilmini Wickramasingh: Adaptions for e-kiosk systems to develop barrier-free terminals for handicapped persons --

Factors Influencing Usage Intentions Towards a Self-service Kiosk with Biometric Authentication.

Self-service technologies have developed as helpful tools in our everyday lives while constantly being adapted to meet new challenges and requirements in today’s world. This study explores the factors influencing usage intentions towards a self-service kiosk with biometric authentication in a retail context. A quantitative study with 28 participants was conducted in a laboratory environment. Participants were asked to purchase a SIM card at a self-service kiosk. The findings revealed that convenience and relative advantage had a strong impact on usage intention. In contrast, functionality and security concerns towards biometric authentication showed no significant effects. In addition, the results indicate that usage intention affected positive word of mouth. Further analysis revealed that usage intention mediated the relationship between the significant influence factors (i.e., convenience, relative advantage) and word of mouth

Organizational Data and Analytics Contracting in Smart City Fog Computing Platforms

Smart City infrastructures require contracts between public and private organizations collaborating in what is frequently referred to as fog computing platforms. We investigate contract provision variations from different stakeholder perspectives. Our methodology relies on complex adaptive systems theory, and we simulate different contract provision scenarios to identify patterns that emerge. The specific contract provisions we investigate in this paper are related to analytical model and data ownership paradigm variations. We find that some variations offer advantages to stakeholders that include those who participate in the smart city fog platform and those who may have ownership of smart city fog platform infrastructure