August 2, 2022.
The information was prepared by Ilga Namniece, Press Secretary of the Public Relations Department.
In order to increase the positive experience of clients and patients visiting a doctor, Riga Eastern Clinical University Hospital now offers the opportunity to register and pay for a doctor’s visit using self-service terminals. The first self-service terminals, as a kind of pilot project, have been installed in the Customer Service Center of the stationary “Latvijas Onkologija centrs”, where there is a large flow of patients every day and it is especially important to ensure smooth customer/patient service as well as epidemiological safety, i.e. not allowing crowding or the formation of queues. As early as this week, it is planned to install self-service terminals also in the Customer Service Center of the stationary “Gaiļezers”, where there has always been the largest flow of customers/patients.
Imants Paeglītis, Chairman of the Board of the Riga Eastern Clinical University Hospital: “Today we open a new page in our hospital’s patient or customer service. By modernizing processes, we improve the capacity of Customer Service Centers and reduce queues. The newly introduced service, or a set of them, will significantly save customers’ time and make the service more convenient recipient’s communication with the hospital as a service provider. It is, by its very nature, a modern customer flow management solution, so that every patient can quickly, without unnecessary waiting or standing in a queue, get to the service and pay for it, as well as use any other functional options that will be provided by the new self-service terminals.”
Agrita Junker, Director of Customer Management at the Riga Eastern Clinical University Hospital: “Self-service terminals are functionally simple and easy to use. If you have made an appointment in advance, you can safely try the options of the self-service terminal, which will save time. To register for a specific service, for example, a visit to the doctor – a LR passport or ID card is required, which will need to be scanned to identify you. On the other hand, if you need to make a payment, you can do it with a bank card. If an insurance policy is used, it will be taken into account when making the calculation. At the end of the process, the patient/client is given a registration serial number is issued, which contains information – what is the name of the doctor (name, surname) and which office to go to.
We are pleased that not only technology-savvy customers are very happy to try and use the self-service options we offer, but also seniors successfully cope with this registration process. In the first week of the pilot project, almost 200 clients registered for a visit to the doctor independently. I would like to invite you – don’t be afraid and try – register yourself. Most likely – you will succeed! By learning new skills, we can only gain, for example, more time.”
After successful registration, the display of the self-service terminal will show how to get to the doctor’s office. At the same time, the self-service terminal will print a payment receipt or check. Another advantage is that before paying for the service, you can also register your health insurance policy data, which is taken into account when paying for the service. If the client has visited the doctor for the first time, the self-service terminal can fill out the “Patient Consent Questionnaire”, which consists of 4 defined consent options, and determine, for example, that in the future the hospital will send the client an “e-receipt” to the specified private e-mail the payment of the medical services performed, thus you will be able not to worry about the loss of the check.
Similarly, if the customer has made a prepayment for the service in the e-environment, for example – when making an appointment, he only has to confirm his arrival by authorization. Self-service terminal – identifies the customer, confirms his arrival, assigns a queue control number and directs the customer to the place of receiving the service. Namely, electronic prepayment allows you to get to the doctor’s office even more smoothly.
The functional possibilities of the new self-service terminals will be expanded in the future by introducing/offering to customers, for example, the payment of daily stationary bills or, for example, the self-service option of Laboratory services. It is planned that by the end of this year, self-service terminals will be installed in all Customer Service Centers of Riga Eastern Clinical University Hospital.
Additional information:
Ilga Namniece
Press secretary
Public relations section
Tel. 6704 2616, 29808285
www.aslimnica.lv
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