News & Events

Western Reserve Hospital Launches New Multi-Touch System to Streamline Sign-In, Reduce Wait Times at Multiple Locations


June 29, 2016 — New multi-touch displays in the Western Reserve Hospital Outpatient Registration and Stow Urgent Care facilities will streamline the sign-in process, allowing patients to securely enter information and monitor wait times quickly for a shorter overall wait.

Placed throughout registration areas, tablet-like multi-touch displays, called Queue, provide a modern registration experience by securely and efficiently collecting patient information. After signing in using Queue, patients can monitor their wait time via digital displays in waiting areas. From there, the hospital staff will manage the registration process efficiently in one central location.

“By introducing Queue to our registration process, we’re taking the natural next step in our ongoing effort to use the latest technology to enhance the patient experience,” said Pam Banchy, CIO and Vice President of Clinical Informatics and Transformation at Western Reserve Hospital. “The simple design and user experience of Queue allows the system to conveniently collect the information needed in seconds, which means our patients to spend less time in the waiting room and more time with their care team.”

Patients spend an average of 22 minutes waiting to see a healthcare provider, according to a Press Ganey survey of 2.4 million patients. The same report found that with every five minutes of additional wait time, patient satisfaction dropped significantly. Queue’s streamlined processes and advanced analytics platform have been shown to reduce wait-times by as much as 80 percent in some hospitals.

In connection with the Queue sign-in system, the hospital will also roll out a fingerprint identification system, called SafeChx, to secure patient information and provide additional layers of identity protection.

“We fundamentally believe that patient care begins in the waiting room. By providing a better overall experience, Western Reserve Hospital can provide even better care,” said Sean Lane, Co-Founder and CEO of CrossChx. “Patients should expect this level of protection and efficiency as the new standard of patient care.”