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Originally posted by: orchid
I was in the LINQ, it was late and there was a super long line to check in and everyone looked so tired. There was no line at the self-check in kiosks. I'm sure if they knew there was one, many would have used it. Someone should have been telling them there was a self check in kiosk.
Which suggests that perhaps kiosks won't go over so well, at least in the short term.
Right now in healthcare, people find the kiosks a pain to use to check in for an appointment. I shouldn't generalize, but I've witnessed it in two hospitals.
I went for a bone densitometry. I saw the kiosk where an older man was puzzling over it, trying to check in. I stood behind the man at the kiosk for a while.
Then I noticed the check-in window a few yards away, nobody there. Then someone walked right past me and checked in at the window. So I proceeded to the window and got checked in. The man at the kiosk was still trying. Another patient told the man "it's quicker if you go to the window." I guess the man was determined to conquer the kiosk. He was still there when they called me back for my exam.
Same thing at my hospital before I retired. They wanted patients to check in at the kiosks, though they could also check in at the window. I saw clerks just sitting, no lines, while patients struggled to learn the kiosk, ostensibly to reduce long lines. I suggested to the supervisor of that particular clinic that they might want to station an employee stationed at the kiosks to help patients get through it. She blew me off, saying "patients have to learn it and they won't learn if someone helps them." Really? I reported this response to her supervisor.
Going to a new place, or any medical clinic is stressful enough. Why not help the users, at least for a while? Same with hotels, if they want people to use kiosks.
Rant over. Thanks.
