Integrating Self-Service Kiosks into Healthcare Delivery Organizations

Self-service kiosks in healthcare delivery organizations (HDOs) have the potential to provide operational efficiencies and customer service benefits. Yet to date there has been little research on how organizations can effectively integrate these self-service technologies into the point-of-service to achieve these potential benefits. This researchin-progress study addresses this research gap by studying a multi-phase pilot project using the same kiosk hardware and software within outpatient clinics at four medical centers that are part of an integrated health system in the U.S. in which adoption by several interdependent units is needed to achieve administrative and clinical benefits. Qualitative research methods are used to analyze interview data collected from key stakeholders. Preand postimplementation findings are presented as well as a preliminary model that details influential variables specific to the HDO context.