This article provides information about accessibility laws and regulations but is not legal advice. You should consult a lawyer for advice on specific legal issues or problems.
Self-service kiosks have revolutionized the patient experience, allowing users to streamline check-ins, schedule appointments, pay bills, and update personal information independently.
However, compliance with Section 1557, the nondiscrimination provision of the Affordable Care Act (ACA), requires that information and communication technology, including kiosks, be accessible to people with disabilities. While accessible kiosks can support operational efficiency and help improve the quality of patient service, failing to comply can lead to legal and financial repercussions.
Let’s explore the specific accessibility requirements under ACA Section 1557 and uncover ways healthcare organizations can support inclusive self-service kiosk experiences.
Understanding ACA Section 1557’s Accessibility Requirements for Kiosks
ACA Section 1557 mandates that any information or communication technology used to provide healthcare programs and services, including telehealth services, must be accessible to people with disabilities.
These requirements help provide all patients the opportunity to navigate and use healthcare services without barriers independently. This presents an opportunity for healthcare facilities to support patient autonomy, respect privacy, improve patient engagement, and demonstrate a commitment to nondiscriminatory care.
For kiosks used in healthcare settings, this means:
- Designers must create a kiosk user interface to meet accessibility standards.
- Providers must equip the kiosk with accessible input devices like tactile keypads.
- The kiosk must deliver speech output to enable nonvisual access.
Let’s look at each in more detail.
1. Accessible Kiosk User Interface
The user interface of the kiosk application — what’s presented on the screen — must be designed to ensure that:
- Content is perceivable by users with visual, hearing, and reading disabilities.
- Functionality is operable using different input methods without requiring significant physical effort.
- Information and functionality, including messages and notifications, are understandable to the target audience.
Section 1557 requires that digital resources used to provide healthcare services meet the accessibility requirements of Section 504 of the Rehabilitation Act. This means following the Web Content Accessibility Guidelines (WCAG), at least to WCAG 2.1 Level AA. The WCAG2ICT resource provides additional guidance on applying WCAG to kiosk applications built using various technologies.
Designing an accessible kiosk user interface is part of the work, but because a kiosk is a walk-up-and-use system and — unlike a website or mobile app — users with disabilities can’t use their own assistive technology, additional steps are needed to ensure kiosk accessibility.
2. Accessible Input Devices
Kiosks that only allow touchscreen access can be difficult or impossible to use for some people with disabilities. Accessibility is improved when kiosks are provided with physical keypads or keyboards, which allow users to navigate the kiosk application and operate functionality, including entering data and making selections.
These input devices can make it easier for people to operate the kiosk, in particular users with physical disabilities and users who are blind or have low vision.
3. Speech Output Support
Kiosks also need accessible output, particularly for people who are blind or have low vision. One essential accessibility feature is supporting speech output to allow nonvisual use. Screen reading solutions like JAWS for Kiosk are specifically designed to create inclusive self-service experiences on kiosks.
JAWS for Kiosk converts on-screen text into audio, allowing users to navigate menus, input personal information, and complete tasks non-visually. This feature is essential for meeting the ACA’s accessibility requirements.
Including a means for users to plug in headphones supports privacy and usability, allows blind and low-vision patients to listen to speech in private and manage their healthcare information without assistance.
The Risks of Noncompliance with ACA Section 1557
Noncompliance with ACA Section 1557 exposes healthcare providers to risks such as losing federal funding, legal penalties, and potential lawsuits. An inaccessible kiosk can create significant barriers for patients with disabilities and lead to costly consequences for the provider.
Furthermore, noncompliance may damage the organization’s reputation, particularly if it leads to negative patient experiences or public complaints.
Proactive Ways to Achieve and Sustain ACA Section 1557 Compliance
To ensure compliance with ACA Section 1557, healthcare providers must take a structured, proactive approach to kiosk accessibility. Effective testing is crucial in identifying and resolving accessibility issues. Here are three essential steps for creating and maintaining accessible self-service kiosks:
1. Evaluate Kiosk Software and Hardware for Accessibility
Evaluate existing kiosk software and hardware for compliance with Section 1557. Kiosk accessibility requires unique standards that differ from regular websites and mobile apps. Therefore, evaluators and remediation teams must carefully interpret these accessibility standards.
Consider partnering with accessibility specialists experienced in the specific requirements of an accessible kiosk user experience.
Testing against standards helps identify accessibility issues in the kiosk application and supports remediation efforts. However, to verify that kiosks are usable by people with disabilities, it’s important to include them in usability testing.
Observe users attempting key tasks, identify issues they encounter, and take steps to address them.
2. Optimize the Nonvisual Kiosk User Experience
For new kiosks, designing accessible applications from the outset is essential for creating an inclusive user experience. Whenever possible, kiosk application developers should follow kiosk accessibility best practices to minimize the need for additional customization.
However, the nature of some complex kiosk applications may still present challenges for full accessibility with screen readers. In these cases, custom JAWS Scripting can help address gaps and enhance the user experience for screen reader users.
JAWS Scripting can be used to customize JAWS for Kiosk’s behavior with a specific kiosk application to help optimize the nonvisual user experience.
3. Commit to Ongoing Compliance Monitoring and Periodic Testing
Digital accessibility standards and healthcare regulations continue to evolve, making ongoing monitoring essential. Schedule periodic testing to assess kiosk performance over time and identify any new issues that could impact accessibility. Commit to regular testing with users with disabilities to verify the accessibility of functionality and identify any emerging issues.
Appoint a dedicated compliance coordinator to oversee accessibility audits and testing, ensuring kiosks align with ACA Section 1557 and other regulatory requirements as they adapt to updated standards. Regular testing maintains compliance and supports an inclusive, patient-centered healthcare environment.
Implementing accessible kiosks that are compliant with Section 1557 helps healthcare providers avoid legal risks and enhances the overall patient experience.
By prioritizing accessibility in kiosk design, healthcare facilities can ensure every patient has fair, independent access to services, supporting a more inclusive and patient-centered healthcare environment.
Need help achieving Section 1557 compliance for your self-service kiosks? TPGi offers specialist kiosk accessible user experience expertise, and ongoing compliance support. Contact us to learn how our team can help you create accessible, user-friendly kiosks that meet regulatory standards and improve patient care.
Additional ACA Section 1557 Resource
Download our extensive ACA Section 1557 compliance guide for more in-depth coverage of Section 1557. You’ll also gain access to our comprehensive accessibility checklist to ensure your digital platforms meet the highest standards in healthcare accessibility.
