Methodist installed Apple iPad device kiosks in waiting rooms where patients can complete forms onsite. All patients check in digitally by entering their name and date of birth, though paper forms remain available for those who prefer them, he says.
The digital workflow eliminates the need to transcribe paper forms into electronic records.
“It speeds everything up for both staff and patients,” Hutteger says. “People hate waiting for the doctor, but a lot of it has to do with getting their insurance matched up and doing all these pre-appointment things that are necessary but not fun to go through.”
Previously, paper responses sometimes weren’t transcribed until appointments ended. Now, physicians have immediate access to screening information about falls, memory issues and other concerns that might otherwise be missed in short appointments.
“I can see those answers up front and bring something up to the patient if I need to during the visit,” Hutteger says.
Overall, the technology has improved patient experience scores, but Methodist isn’t done making improvements and continues to digitize forms in specialty areas, he says. In the meantime, the health system is making sure it balances technology with human interaction.
“When patients show up, we don’t want them to feel neglected,” Hutteger says. “Our receptionists still chat with patients and make them feel welcome.”
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NYU Langone Health’s Digital Intake System Includes Biometrics
In New York and Florida, NYU Langone Health upgraded its digital patient experience seven years ago by studying airlines and other industries to identify customer engagement practices that would translate to healthcare.
The organization mapped patient care journeys and developed a comprehensive digital engagement strategy spanning every department, says Suzanne Howard, NYU Langone Health’s vice president of clinical systems and integration within the medical center IT (MCIT) department.
To digitize patient intake, NYU Langone Health implemented online scheduling, electronic forms and pre-appointment registration workflows, such as payment processing and demographic verification, through its patient portal and mobile app, Howard says.
As part of the intake process, NYU Langone Health has added pre-procedural support. Before a surgical procedure, clinicians can send videos showing what patients should expect, plus provide mindfulness and relaxation exercises through the app, Howard says.
With Epic’s EHR as its foundation, the health system integrated custom applications, including a Find a Doc tool and commercial document management software to manage digital paperwork. NYU Langone runs a hybrid, multicloud solution with Epic operating on-premises and other apps running in Amazon Web Services, Microsoft Azure and Google Cloud, she says.
There are also check-in kiosks, and in 2025 NYU Langone upgraded existing palm-scanning biometric readers with Amazon One devices. The technology speeds check-in and verifies patient identification, Howard says.
