The Pros & Cons of Web-based Check-in and Registration

Privacy Concerns

As identity theft becomes more common, and as spammers and phishers increase their efforts, some clients may be concerned about their privacy, and how well it is protected by these Web-based services.

Online registration applications offer patients a secure, HIPAA-compliant way to communicate with healthcare providers, said Toleti. “Users are authenticated by answering a series of questions that validate their identity prior to checking in,” she added. “A key reason consumers cite for choosing self-service over traditional check-in is heightened privacy and greater control over their information. According to the third annual NCR Self-Service Consumer Survey conducted by Buzzback Research, 46 percent of respondents say privacy is a priority for their interest in using self-service in the healthcare setting.”

NextCare follows all security protocols established for healthcare transactions, which have been put in place for billing, EMRs, etc. However, “a patient could have an unsecure system in their home, and that is the risk they take,” said Patterson. “We block hackers/viruses at our firewall. Patients should use the same security measures that are recommended for online banking, purchasing, etc.”

According to Corn, Medical Check In is HIPAA-compliant. “No information is given to the patient and therefore cannot be the wrong information given to the wrong person,” Corn said. “A patient’s name and reason are immediately removed from the screen after entry, and a verbal confirmation is given.”

Promotion

There are many options available for urgent care centers to market their Web registration component. “In addition to promoting the Web check-in capability on the care center’s Web site, organizations can work with local media in their area to introduce the service to consumers and highlight its benefits for patients,” said Toleti.

They can be advertised in the clinic through signage, informative verbiage on patient documents and by staff reminders, Patterson said. “Web check-in can also be promoted through media, editorial and advertising routes,” she added.

Alliance lists the availability of Web check-in on its Web site and refers patients there. “We also include it with all of our mailings and newspaper articles,” Blumhoff added. “It is listed on our business cards as well. And established patients can use the service to book an appointment — they do not have to go back and fill out the forms again. We get a lot of repeat patients who use our Web check-in feature.”

Patient Adaptability

Some patients adapt quickly to the Web-based registration; others take a while longer to get on-board with the Internet era.

“Today’s consumers are increasingly demanding access to online self-service tools, such as Web check-in for medical appointments, and are adopting it quickly,” Toleti said. “According to the 2008 NCR Self-Service Consumer Survey, consumers prefer conducting business with organizations that offer do-it-yourself convenience. Speed, convenience and ease of use are the main reasons why respondents choose self-service over personal assistance.

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