Internship project: Factors impacting the implementation of an integrated patient portal and queue management kiosk in an outpatient setting: The implementers’ perspective
Project Participants
Status: Completed
Opportunity
Florence is a digital patient journey solution being deployed across all Sydney LHD outpatient clinics, to minimise patient flow inefficiencies e.g. no shows. Florence integrates multiple components including a patient portal (for appointment management) and self-service kiosks (for patient check-in/queue management). However, existing studies have demonstrated mixed impacts due to barriers to implementation e.g. changes to workflows and administration.
This project aims to understand implementers’ perceptions of patient portals/self-service kiosks (tools) in outpatient settings and identify the barriers and facilitators to implementing these tools in outpatient settings. During the project, the intern will conduct interviews with implementers of these systems to collect data for the project. This research will fill this evidence gap and provide essential knowledge on user experience and implementation approaches for the implementation of Florence. The intern will join the Digital Health Human Factors Group, and work with a team of multi-disciplinary researchers.
Project Objective
- Understand implementers’ perceptions of patient portals/self-service kiosks in outpatient settings
- Describe the barriers to implementing patient portals/self-service kiosks in outpatient settings
- Describe the facilitators for implementing patient portals/self-service kiosks in outpatient settings