Community, Health

Hi-tech help for hospital helping lighten the load

Change manager Sue Lawrence, project manager Grant Pownall and clinical support staff member Lisa Naeyaert with ‘Florence’. Photo: Paula Hulburt.

Sitting in a corridor at Wairau Hospital, Florence is dedicated to helping patients.

Since she started two months ago, the slim new addition has been widely praised for her help and assistance.

Popular with her clerical support colleagues in the hospital’s outpatient’s department, Florence the check-in kiosk has helped cut their workload.

Affectionately dubbed Florence by hospital staff, the new hi-tech kiosk has been brought in by hospital bosses as part of a three-month pilot.

Clinical support staff member Lisa Naeyaert using 'Florence' with project manager Grant Pownall. Photo: Paula Hulburt.
Clinical support staff member Lisa Naeyaert using ‘Florence’ with project manager Grant Pownall. Photo: Paula Hulburt.

Project manager Grant Pownell says patient-feedback prompted the move.

“Patients keep saying to us that they would like to interact with us in different ways like emails and patient portals like they might see at their GP

“This is something that we can do right now that might suit better,” he says.

Each patient attending an outpatient appointment is sent a confirmation letter which now includes a scannable barcode.

Florence then checks the patient details are correct before checking someone into the system.

Patients can also enter their National Health Index (NHI) number manually.

“There are security measures in place to make sure that people are who they say they are,” says Grant.

“It’s about seeing if we can keep the flow going by giving staff and patients more information about their journey,” he says.

Developed by Florence Health, the kiosk has been used by around 40 percent of patients.

“There’s always been a bit of rivalry between Nelson and Marlborough and Marlborough is leading the way in the Top of the South with uptake levels,” Grant says.

A receptionist is always available should help be needed.

Change manager Sue Lawrence says Florence is the “way forward.”

“Patients are giving it a go, they may not get it quite right first time but the more times they come in, the better they’ll get.

“The feedback we’re getting from charge nurse managers about what patients think which has driven the change.”

Around 100 people a day visit the outpatient department and for staff, a time-consuming part of their duties is checking people in.

Clerical support’s Lisa Naeyaert says Florence has helped free them-up for other work.

“Florence isn’t taking our jobs, she’s helping.”

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