Hospital of Avignon : testimonial

We will discuss the subject of the Avignon Hospital, a long-time client, which got an article in the journal Hospitalia*. It says that this hospital was facing “the congestion of patient flows” and that the project aims to “digitize and therefore streamline administrative processes”. In this context, ESII was consulted to provide 8 Twana™ XL multifunction kiosks and a queue management system.

*Hayek Joëlle, (2020) Intersystems s’engage pour la dématérialisation des parcours administratifs, Hospitalia, n°50, PP 76-77.

The eSirius ™ solution was interfaced with the CH’s information system in order to be able to communicate with this software.

Thus, a patient who arrives for an outpatient consultation, scans the barcode received with his appointment confirmation. Our software questions the software of the hospital to check if the appointment exists and the patient status record.

If his file is not complete, he sees a message inviting him to go to the reception desk with the ticket printed on the terminal. If the file is complete, the kiosk displays a confirmation and invites the patient to go to the right service with the ticket and the labels printed.

« With a centralized reception, our hospital has to manage a flow of over 1,000 patients per day in a single lobby in which the patients flow conditions determines both the quality of the patient/visitor reception and the organization of every health activities that depend on it.

We therefore use a QMS to supervise the entire reception activity, both from the quality of the administrative care of the patient (waiting time by type of flow monitored in real time, monthly dashboards, etc.) as well as the management of reception teams (distribution of the workload, organization of schedules in relation to flows, etc.)

More recently, the health crisis leads our hospital to speed up the digitalization of the patient journey, in order to further limit overcrowding in the reception hall. In a joint work, ESII and our software editor have installed in a few months a reception with kiosk for outpatients which supports in autonomy 20% of the external flow now.

For the reception staff, the kiosks lighten the pressure during peak traffic and allow to make patients reception interview in better conditions, for which a human intervention and an expertise is needed. The working conditions are therefore improved. The job evolves with a more direct contact with the patient in the lobby for orientation and assistance in the use of terminals, that is well perceived by the public and in consequence more gratifying for the staff.

For the patients, the autonomous reception is very fast (a few seconds) and factor of less stress and less wait. The impact of this organization is also positive on the waiting time of all the other visitors.

We are very satisfied with the solutions offered by ESII regarding the issues addressed. »

M. Michael DE BLOCK, Head of IT of the hospital of Avignon