Abstract
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.
Recommended Citation
Holahan, Patricia; Brown, Carol; Abraham, Chon; and Lesselroth, Blake, "Integrating Self-Service Kiosks into Healthcare Delivery Organizations" (2011). ICIS 2011 Proceedings. 11.
https://aisel.aisnet.org/icis2011/proceedings/IThealthcare/11
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.