Driemanspolder GP Practice

Driemanspolder GP Practice is located in the centre of Zoetermeer and comprises three GP practices, a physiotherapy practice and a laboratory offering services including blood tests. The patient population consists of approximately 6,500 patients. We spoke to Jeannette Coenraad, the practice manager. For some time now, they have been using a registration kiosk integrated with Medicom by PharmaPartners.

Before the registration kiosk was introduced, there was a notice at reception telling patients with an appointment that they could go straight to the waiting room. Despite this, many patients would still report to reception. Often their thinking was: “That way, they know I’m here.” Jeannette explains that this caused frequent interruptions for the reception staff. Mondays in particular, when the phones are especially busy, could be challenging: “Sometimes there would be four or five patients waiting at reception while the receptionist was on the phone. The receptionist still wants to make eye contact to let the patient know they have been seen, but at the same time they need to concentrate on the telephone conversation.”

When Jeannette heard that it was possible to trial a registration kiosk, she thought it sounded like a good idea: “At first, the other practices within the GP practice were a little sceptical. But after the trial period, they were completely convinced. The registration kiosk was here to stay!”

Straight to the right place

Jeannette explains that they immediately found the right location for the registration kiosk: “The eValue8 adviser recommended placing the kiosk directly in front of reception so that patients would notice it straight away. He also advised us to place a roll-up banner next to the registration kiosk explaining that patients could register there. That advice has been very valuable, because now patients can hardly miss it!”

Every patient is clearly directed

The registration kiosk offers five options. For the three GP practices, additional information explains that patients can also register for an appointment with a practice nurse or receptionist.

The physiotherapy practice also has its own button on the registration kiosk. Previously, patients attending physiotherapy would often go to the GP reception desk because it was the first reception area they encountered. These patients can now register using the registration kiosk and are immediately directed to the correct waiting room.

The same applies to the laboratory. Patients coming in for a blood test can register using the kiosk and immediately see where they should take a seat. This means every patient is clearly directed to the right place as soon as they arrive.

There is, however, one exception: twins are currently unable to register using the registration kiosk. By now, the practice knows all the twins, so these patients can simply report to reception instead.

A more welcoming reception

According to Jeannette, the registration kiosk has actually made the patient reception experience more welcoming. Patients now receive immediate confirmation that they have successfully registered, providing reassurance and clarity. It is also useful for GPs, as they can immediately see which patients have arrived. If there is an opportunity to see someone earlier, they can do so.

Patient feedback has been positive. Patients appreciate knowing that their arrival has been registered and that they are sitting in the correct waiting room. And, of course, they are especially pleased if they are called in earlier because the GP can see that they have already arrived.

The registration kiosk also provides clarity when patients accidentally come to the practice on the wrong day. Previously, they could sometimes remain in the waiting room for quite some time before realising that they did not have an appointment. Now, patients first register using the registration kiosk. If no appointment is found, they receive a message asking them to go to reception. It then becomes clear that they have arrived on the wrong day. “Usually, the receptionist immediately checks whether there happens to be an available appointment anyway. It’s only polite,” Jeannette says.

A calmer working environment for reception staff

The registration kiosk saves reception staff a considerable amount of time. They are interrupted less frequently during telephone calls and can concentrate better on their work, creating a calmer working environment.

According to Jeannette, this is particularly valuable at a time when staff shortages are a major issue in healthcare. The practice can now, for example, have one receptionist working in the back office answering telephone calls and another in the front office carrying out tasks such as urine tests and other duties.

An ambassador for other practices

Jeannette is extremely enthusiastic about the registration kiosk. So much so that practice managers and GPs from other practices visit Driemanspolder GP Practice to see how the system works. Jeannette usually creates a sample appointment in the diary so she can demonstrate exactly which messages patients might receive, for example when someone arrives late or when no appointment can be found.

Her enthusiasm is infectious: thanks to Jeannette, more and more practices are discovering the benefits of a registration kiosk.

Driemanspolder GP Practice is part of Eerstelijnszorg Zoetermeer. A partnership has been established with eValue8 to provide more practices with registration kiosks. The aim is to create calmer reception areas without compromising the warm and welcoming reception of patients.

The healthcare group has also chosen the digital signage solution from Wachtkamerschermen®. This further improves the entire patient journey, from arrival at the practice through to the waiting room. Patients receive clear information and are therefore less likely to approach reception with questions. This creates a calmer environment throughout the practice. And ultimately, that is what it is all about!