- Good morning and good afternoon everyone. My name's Anthony Priore. I'm the digital marketing specialist at TPGi. We're just gonna wait one minute as people sign in, and we'll get started briefly. While we wait though, if anyone wants to chime in the chat and share where they're logging in from, that would be, it'd be great to see where everyone's watching us. I still see a few people trickling in, so I think we're gonna give it just one more minute, and then we'll get started.

- Looks like we got a good variety of states with the webinar, people from all over.

- And some familiar faces, or names.

- All right. Well, thank you, everyone, for joining us today for our webinar, "Modernize and Improve the Patient Experience with Self Check-in" with Laura Miller from TPGi, KIOSK Information Systems, Mike Raudenbush, and Catholic Health, Patrick Smith and Balaji Raman. Before we get started, I have a few housekeeping items I'd like to get to. So firstly, this session is being recorded, and we will email everyone the recording after the event. Secondly, we have captions available, so feel free to turn those on, use them as needed. Next, we will have time for a live Q and A later in the webinar, so please, if you can, use the Q and A box, and we'll answer as many questions as we can at the end of the presentation. It's easier for us to see them in the Q and A box. If you send them in chat, sometimes they can get lost, although we'll be monitoring both. So if you do have a question, I just recommend putting it in the Q and A box. And then lastly, if anyone needs any accessibility support, training or usability testing, we will send out an email with a link to schedule time to speak with one of our experts after the webinar. So with that, I'm gonna let Laura take over and get started. Thanks everyone.

- Well, welcome, and thanks, all, for joining as we discuss modernizing and improving the patient experience with self check-in. This is a little bit different than what our typical accessibility webinars are, where they're very accessibility heavy and focus a little bit less on the broader application of the kiosk experience or the website experience or whatever it is. In this case, we're talking about kiosks and self check-in, and we have some great company with us today, including Mike Raudenbush, senior director of sales at KIOSK Information Systems. Mike has spent 13 years in the kiosk industry if that slide is as updated as it should be. It's probably even longer. Mike, aren't you like, you know, 25 years in here now?

- Feels longer for sure.

- So Mike specializes in working with clients and partners to develop and deploy complex kiosk solutions involving hardware, software and services as well. He has experience in meeting various hardware requirements, including accessibility within self-service implementation. So Mike is our kiosk manufacturing hardware, software expert that we've brought to the table here. And because we work with KIOSK Information Systems pretty heavily on accessibility work, Mike has been run through the ringer on accessibility as well. And then we also have Patrick Smith from Catholic Health. And this is exciting for us as we are bringing the actual case study deployer of the kiosk to the project, to the table today. We have Patrick, who is a senior systems analyst for Patient Access Systems. Patrick is the guru on this particular project and has 25 years of healthcare experience, eight and a half years in IT, and he has worked to implement the Epic revenue cycle for six facilities within Catholic Health Services. And then in particular, and particularly relevant to this project, he has implemented the Welcome tablets to over 140 departments, and they are currently transitioning from tablets to kiosk, which we'll discuss a little bit. And they've rolled out over 400 kiosks with, sorry, over 40 kiosks with plans to roll out as many as 300 into 2024. And during this entire presentation or panel, you'll hear us talk about Epic. EPIC is the Welcome, we're talking in particular about the Welcome application, which is the check-in application that Epic, which is an EMR or EHR for healthcare systems. Basically, the way that all of your records are managed goes through Epic. Many healthcare facilities. And so that's what we're talking about today, and Patrick can give a little bit more detail on that. We also have Balaji Raman, director of Patient Financial Systems at Catholic Health. And he and Patrick both have 25 plus years of healthcare experience. I feel like, see Mike, I feel like we really needed to add you as well. 18 plus years of revenue cycle in operations and information technology. Balaji has also led multiple EMR implementations and has a lot of experience throughout the hospital organization. So this is, that's our panel today. Those are the folks we're gonna be listening to talk about the Catholic Health check-in kiosk deployment. I'm going to turn it over to Mike really quickly to talk a little bit about KIOSK in the KIOSK portion of this, and then we'll go on to Patrick for the Catholic Health portion. You'll hear us talk a little bit about accessibility throughout, however, we're really trying to discuss this more as a broad implementation and what KIOSK bring to healthcare in general. And then remind everyone that all of your kiosk deployments should be accessible and should have accessible features on them. And we can discuss that throughout as well. So, Mike, pitching it back to you. Oh, and before I move on, I just wanna say, shown on the screen is, basically, there are six kiosks in what looks like to be a patient waiting room. The kiosks are all horizontally landscape-modeled touchscreens on a almost like a pedestal. And there is what appears to be like a Storm AudioNav input device on there as well. And maybe a camera up at the top, not quite sure, but it's six of them in a waiting room for patient, probably a hospital or office, doctor office.

- This is one of our, This is actually one of our center reach hubs and consists of multiple practices.

- So, Patrick, oh, sorry, I just wanted to let Mike go real quick, and then we'll go into what this is. I just didn't wanna forget to do the description because I totally would.

- Yeah, no worries. Thanks, Laura. I'll go quick. Appreciate you and the TPGi and Vispero teams for having KIOSK on this webinar today. KIOSK is a self-service solutions provider. So we design, manufacture, build, deploy and support the kiosks that you see here, that I'll let Patrick talk about the implementation on. We're located in Louisville, Colorado, so we're very centrally located here in the United States. We've been in business for 30 years, and we have over 300,000 kiosks deployed around the world. And within those kiosk deployments, we definitely do focus on the accessibility side of the solution to ensure that all different consumers and users of our kiosk, patients in this particular case, have the ability to interact and use these devices when they come into any of these different environments. So in conjunction with Vispero and TPGi, we've had a very successful implementation of our healthcare kiosks, and definitely appreciate Catholic Health and our partnership that we have in implementing these solutions. So with that, I'll hand it over to Patrick to just talk through the solution and everything that we have done for Catholic Health today.

- Yeah, sure. Looking at this picture, again, these are our kiosks. We designed them from scratch with Mike's team. The writing, the hardware, everything was designed by Catholic Health and Mike's team. They consist of scanners for insurance cards, driver's license, a barcode scanner for e check-in. We have InstaMed devices on them for payment collection and ADA NavPad to assist with screen reading. And on the top there, that camera is for facial recognition. You know, looking at this picture, this is, again, one of our hubs. Consists of multiple practices. We have an urgent care center at this hub, and the kiosks have really been a success there. You know, some of the challenges that we've faced throughout the implementation, you know, we did start with Welcome tablets, and those tablets really didn't include all the functionality that the kiosks include for us. So we're starting to transition. Some doctor's offices still like to use them for patients that maybe don't complete the full workflow through e check-in and don't have good scheduling or might be a new patient. But some of the challenges, again, that we faced during the implementation process for this, we really wanted to transform our workflows into an enhanced digital experience. We also wanted to decrease door times for patient satisfaction. This, basically, opened our eyes to reducing data entry mistakes and improving the accuracy of patient data as we collect them from patients. You know, utilizing the kiosk gave us an opportunity to increase our point of service collections with the InstaMed device. Just making sure that, you know, we had everything we needed to have verified for patients, and when they came in to our, you know, doctor's offices practices, that we had all the collection information that was needed to make sure we were collecting accurate amounts of money. We needed to, you know, re-look at our training to make sure that we educated our staff properly. And, you know, one of the big challenges was really reducing the workload for front-end staff, allowing them to perform other tasks besides just checking in a patient at the desk.

- So, Mike, can you tell me a little bit about something that you mentioned really early on or that was actually in your bio about the conversion, or, sorry, not Mike, Patrick, from the conversion from tablets to kiosks. So originally these were tablets, is that correct?

- Yeah. So the Welcome program is what we use for Epic, our EMR system. And by implementing the tablets, we weren't able to really incorporate payments into the tablets 'cause they're wifi, and there's certain regulations out there that don't allow it. The tablets are heavy. When patients were trying to take pictures of their insurance cards, driver's licenses, you know, it's hard to do, basically putting a driver's license and insurance card on your lap to take a picture of it. You know, and with the wifi connections, tablets tend to drop a little bit. The kiosks are hardwired in, which allows a smoother, you know, workflow for the patient, and patients aren't dropping like they would if they were utilizing the tablets.

- Mike, can you chime in with any of the other advantages of tablets over, or of kiosks over tablets, why people might switch?

- Yeah, specifically in the self-service part of the implementation. You know, tablets are not really designed for a 24/7 usage in power on. They're really more so like a consumer-grade device that's being used. And in some scenarios it does work, but for something like this, I mean, you see the six different kiosks with the self-service and the payments and the, you know, different functions and features within that device, it makes it much easier for consumers to use it and for operators in healthcare facilities, in this case, to be able to ensure its uptime and reliability over a long period of time, not just, you know, over one year, multiple years.

- Great. And Patrick, what inspired Catholic to go this route in the first place? Like what was the impetus for the tablets and the kiosks in the first place?

- Well, just to transform our, you know, workflow into an enhanced digital experience, and from, you know, patients receiving messages to good scheduling, you know, making sure everything's up to date as we move forward in time and really pull all the products together that we have at our fingertips. And, you know, the kiosk just is a much better product than a tablet, so.

- Excellent. And how long did this project take to get started and to implement?

- Looking back and getting all the pieces that we needed to get together, probably six months to a year with the designing and what components we needed. And, you know, we did shop around and look at, you know, other kiosk products to see which company was gonna help us with what we needed.

- And just in terms of who was this intended to serve, is it intended to serve every single patient that comes in to check-in via the kiosk or is there also people available for check-in help? Is it 90% or do you know what, maybe not percentage, but just in general, do you know what that looks like when folks enter the facility, how many of them are using a kiosk versus... Has this alleviated the number of staff that you need at the desk or anything like that in terms of wait times and things like that?

- Yeah. You know, with regards to trying to accommodate all patients, you know, we did streamline our workflows. We have our staff being trained to, you know, gather as much information on the phone as possible. You know, we call it a happy path and a sad path when a patient hits a kiosk, and we really wanted to make sure that when they hit the kiosk, that they've, you know, completed as much as they could at home before they arrived, that the staff gathered as much information as possible before they arrived, and when, you know, they hit that physician's office or hospital department that we set these up in, you know, there's a minimal workflow, and it's easy enough for all patients to use and get through it. And, you know, part of the workflow, what we've been training on is after the patient checks in, you know, we're trying to avoid that contact at the front desk, and this way the medical staff can take the patient right in and really speed up the process of treatment for all of our patients, and, you know, get them in and out in a timely manner.

- Yeah.

- Yeah. Can I just jump in there-

- Go ahead, Mike

- Laura?

- Yeah. I was just about to ask you.

- Well, I was just... I really like what Patrick said there, you know, and it really spans across self-service in general, looking at a patient experience or a customer experience all the way from their home, from their interaction online or when they're calling in, all the way through to completion of the service, the kiosk is one piece of that, but I think if you take a more holistic view to the entire experience, you can implement these types of solutions in a way that really addresses the need for the, you know, patient experience. So, you know, definitely think that that's spot on, Patrick, in terms of how you went about implementing the kiosk in the overall experience, not just, you know, just a singular device.

- Yeah. And, you know, we did our best to really streamline the workflow, and it's not going to accommodate every single person. Some people just really want that, you know, contact with the front desk staff and that interaction, and that is available for them too, you know. The kiosk isn't fully replacing our staff, our staff just are there and can accommodate as the patients come in, and if the kiosks get backed up, the front desk staff are also taking patients, and, you know, it gives them the opportunity. Like if you're looking at that center reach picture, six patients at a kiosk, three more at the desk, and now you've got nine patients being seen and taken care of at the same time rather than, you know, somebody standing in line and the line backing up out the door, you know.

- So, actually, that's one of the questions that came in, and I don't know if you have these numbers, and, Mike, you might have them just more generally, but the average time that it takes each person to, like, get through the kiosk registration process versus maybe the countertop process, I know that it affects wait times because now you have more people helping all, like, you have more options for getting checked in. So I'm just wondering from a wait time perspective or a processing time perspective, do we have any idea of is it about the same, is it a little longer for one versus the other, etc.?

- Well, so if you have a patient that you know, got good scheduling, completed their e check-in, signed their documents through MyChart online and then presented to the kiosk, they're gonna have a way shortened workflow. We've seen patients check-in in under 10 minutes, under two minutes, you know, when they've completed all those steps. Under two minutes, you know, I think that's awesome. And again, now, if you have a physician's office that's not compliant, really not gathering the information they need during scheduling, a patient that maybe didn't sign up for MyChart and complete their e check-in, you know, those patients can be at the kiosk for 13 minutes, 14 minutes, you know, depending on...

- And I think that answers a question that Scott had asked about how much data entry is actually done on the kiosk. So it sounds like it could be hardly any data entry being done on the kiosk or it could be you waited, and now you have to do an awful lot of data entry on the kiosk. Is that accurate?

- You know, and that's where we see some of the practices trying to use the tablets, where they know a patient didn't complete their e check-in, they're gonna hand the patient a tablet, you know, and they're gonna go sit down because they didn't do the happy path.

- Is that what you call it, the happy path?

- The instructions, yeah.

- [Laura] That's great.

- Yeah. I can speak a little bit just, like, more holistically. I mean, Patrick, I think you do a good job of articulating all of the different scenarios and why, you know, wait times fluctuate based on what people are doing before they get there, etc., but across the board, we're seeing approximately a 60% reduction in transaction time or wait time through the kiosk.

- Yeah. You know, our infusion department, and then we have a Mercy Medical Center clinic, and there, you know, those patients are going to the kiosk, sitting down, no front desk interaction. The medical staff are coming up front. After they see the patients arrive on their provider schedule, they take the patient right in, and it's definitely speeding up the process.

- And are patients able to schedule walk-in appointments? That was a question that was asked. Just curious if that's a capability of the Welcome app in general.

- So the walk-in is available. We're actually testing that for our labs, but we haven't implemented a walk-in workflow yet. We're still just making sure that we have everything fine-tuned.

- Great. And are there significant HIPAA differences with the way that you worry about HIPAA because of kiosk versus personal check-in? I'm assuming not, but is there any concern or difference that you have to take into accommodation or consideration?

- Yeah. Well, when we're doing our walkthroughs, we're really, you know, trying to make sure that our kiosk placement is in areas where patients still have privacy. There are privacy screens available for certain doctor's offices where it's tight.

- Excellent. And Mike, I know that you have some great information about, if you don't mind pivoting a little bit to the accessibility piece, just knowing what you've learned about accessibility and the needs of a healthcare kiosk. I can pull up that slide if it's helpful.

- I think just for KIOSK in general, accessibility is something that has become, I would say, more prevalent within the solution itself and having the resources at our fingertips through TPGi and Vispero to be able to identify what is needed to support people with disabilities and how to implement those within a self-service environment so that they can use this device. So we've really tapped into, you know, the industry knowledge and resources that we have with the people on this group to take that and implement it into our solutions. So we talked about it a little bit before, you know, with the navigation pad, you know, customers being able to plug into that, have the screen reader, you know, talk back to them and walk them through the application as what is, you know, one area, you know. Reach height is another one. Just overall kiosk design and the way that that is incorporated, making sure the base isn't too big so somebody in a wheelchair, you know, can access the device. All of those are areas that need to be examined when we're implementing kiosks.

- Great. And Patrick, were there any particular... How successful has this project been, and how do you feel about it as you roll it out across more locations and so many more kiosks?

- Oh, it's been great. Everybody keeps requesting them, you know, and a lot of the practices that we've put them in, they're looking to expand and add some, so. But, yeah, overall it's been a great success. The requests keep coming in, like I said, and, you know, the tablets got pushed off and thrown in closets, so.

- Which makes sense, right? They're smaller, they're more mobile. These are a little more robust, sturdier. So if checking in is one of the tasks that a patient can accomplish at a kiosk, what are some of the other tasks that, and I may have missed some of that, but are there other tasks that are... Are there billing or what other tasks do you see? Scheduling?

- So our workflow in the kiosk consists of demographics. We have questionnaires, we have documents being signed, payment collection, we verify guarantor information, verify primary care doctors, patients can complete their MSPQ if they need to, which is a little tough, but we do try to capture that on scheduling, more so. And scanning driver's licenses, insurance card, insurance verification, contact information. We got a good workflow. And all those steps are available through MyChart e check-in also, so. If the patients do sign in, and they verify all their information, there are verification checks that we have in place to suppress certain things on the kiosk, which, you know, makes for a smoother workflow.

- Great. So I'm going to take this a little bit and just say, so if someone were a blind user, for instance, and they were using the kiosk very much like the sighted user who would probably wanna fill out a lot of that information at home at their computer or on their phone in advance so that it was a faster, smoother check-in process, it would minimize the amount of time that someone would have to stand or approach the kiosk and be at the kiosk and filling information out, making it more, I would imagine, accessible because they have the ability to use their own assistive technology instead of using the assistive technology that is provided on the kiosk. And particularly because there's not a qwerty keyboard, a full keyboard, it's just the input device, I would guess that it's a little bit faster to enter that information in advance, even though you could do it on the kiosk using the Storm AudioNav input device, you wouldn't necessarily want to, particularly for massive amounts of information. And so are there other considerations, that whole... I talk about it all the time when we talk about kiosks, the whole and approach, like, making sure that if you can enter information on a mobile app or on a website and use a kiosk for check-in, that kind of thing is, I think, the best way to make sure that people are able to use the technology the way they want. And I think that makes it more accessible because people can use it in a way that's definitely the best way for them, the best method for them. So I guess that's not really a question so much as... Have you found, have you found that there's different groups of people that are more likely to use the kiosk versus their phones or, you know, that would approach a desk? Have you identified different constituents who are kiosk users, for instance?

- Yeah, that's funny 'cause you hear sometimes you got to, you know, worry about the elderly population, but we do have, you know, I've had 90-year-olds check-in at the kiosk and love it, you know. And so it's very wide-ranged with who's using the kiosk, you know. And then you have some people that, like I said, that just wanna have that interaction with a person, and they get worried, well, we've had people get worried that the staff are gonna be replaced because the kiosks are there, so they refuse to use the kiosk. But otherwise, you know, all ages. Not really meant for one person.

- Excellent. And for your deployment plans for 2024, what does that look like in terms of what do you go through to add more kiosks? It sounds like you get the request from the different facility, and then you have to start from there. Is that accurate and what else happens?

- Yeah. We have a list of existing departments and hospital departments that, you know, are scheduled out through 2024 as we take on new practices, they're called waterfall departments, and we're incorporating those also into the implementation plan. And yeah, it just keeps growing. Everybody loves the technology, you know. You see it more and more. Wherever you go, those kiosks are available. Airports, fast-food restaurants, healthcare. The kiosks are everywhere.

- And I would just, yeah, jump in a little bit just with, you know, where you were going there, Laura, with that omnichannel, you know, website, mobile app, kiosk, desk, all of the different touch points. And from the KIOSK side, we get asked all the time, you know, why not just use your phone, you know, or why not, you know, a different method here. And for us, it's just that it's complimentary. It provides, you know, these devices to meet patients and customers where they want to be met. It doesn't, you know... There's not typically a one-size-fits-all technology within these spaces. And so we're seeing patients and customers even in other channels like Patrick's mentioned in these other industries that we're in, you know, leverage different technologies at different points through their entire journey. So the kiosk, it's complimentary to the overall experience, and it's not gonna necessarily replace, you know, different methods of checking-in and taking copays and all of the other various things that the kiosk is doing today. So that's how we view it, and we try to build and design our solutions to support that methodology.

- Yeah. And, you know, when I'm out in the field, and I'm doing a support, and I'm training staff, you know, I'm presenting it that way, you know. You have four kiosks here, four patients are gonna hit the kiosk. You got seven patients coming in at the same time, those three other patients are gonna hit the desk, and now you're doing things twice as fast. If you have some downtime, you're able to do other tasks, you know. Improve the scheduling, collect information, make sure everything's authorized, answer the phones, which, you know, can be a nightmare when those phone calls are coming into all the practices and departments that we work with, you know.

- That's great. And there are a couple more questions in here that I'm going to ask if that's okay. Have you uncovered any design patterns that you consider to be anti-patterns for a kiosk experience? For example, scrolling through a lengthy consent form or longer page has shown some resistance during our initial testing working on a similar application. And I'm going to actually take a step back from that question and give you all time to think about it, but my comment on that is when you have these lengthy consent forms and terms, there are very few people who don't need assistive technology, who read them, right? Most people just scroll all the way through to the end and hit agree and then continue. And so whenever somebody asks about that from an accessibility standpoint, we comment that, like, at least with JAWS, you can skip over the content. You know that it's... You can listen to it if you want to, but you can also just skip over it because that's what you would do if you were sighted in most cases. And so I don't know if that actually answers Garrett's question, but I just wanted to comment that very much like a sighted person doesn't read the terms and conditions that would take 10, 20 minutes to read, someone who's blind is, similarly, not gonna read through the entire terms and conditions on most of these consent forms and things like that. I don't know, Mike and Patrick, if you guys have any comments on that.

- Yeah, yeah. Every document has its own, you know, regulations on the kiosk. On the physician's side, we collect, like, HIE HIPAA financial agreement form, and we really tried to make sure that those forms weren't popping every single time. HIPPA is a once-a-lifetime HIE, you know, gets filed based on your decision. And financial agreement, we narrow it down to, like, once a year. So trying to, you know, really format the documents and how they appear in the kiosk. We also, you know, have the documents available online so that if the patients, you know, follow that happy path, and they go on and they do their e check-in, they're gonna have plenty of time to read those documents. They're gonna complete them, and when they hit the kiosk, they're not gonna populate. They're gonna be, you know, filled out and filed into their encounter, and we're not gonna have to worry about it. Some of the bigger departments do have a concierge assisting with the patients on the kiosk. In the event somebody has a question, there's somebody there for them, so.

- Great. And Mike, since we have Patrick here talking about healthcare kiosks, but we also have a lot of other folks on the call who may or may not be healthcare specific. So just wondering where you're seeing out in the wild for self-service applications and kiosk deployments, like, what are you seeing were are the trends?

- Just-

- Three minutes or less. No, I'm just kidding. Holistically just all sorts of kiosks or specific to the scrolling question? Sorry.

- Oh no. Taking a step back, just in general.

- I mean, we're seeing self-service get implemented in a lot of different industries. I mean, healthcare's definitely a top focus for us right now. There's a lot of desire and need within healthcare facilities for a solution like this. Some of our other industries would be, like, hospitality. So, like, naturally thinking through... You know, you go to the airport, and you check-in at the kiosk, right? You get on the plane and then, you know, next stop is the hotel, you know, maybe, like, a hotel check-in kiosk. We're seeing a lot of interest in that space. We're seeing a lot of interest in retail continue to be a vertical that we focus on for self-checkout, you know, for... You know, we have retail returns kiosks, things of this nature. So generally speaking, self-service continues to grow and new applications keep popping up for usage and what, you know, like I said, meet the customers where they want to be met, right? So looking at the digital experience and seeing how that can get incorporated into the overall end-to-end journey for customers.

- So I know Mike has a case study, an alternate case study that some of the slides have been included, not the full case study, but just some of the points that we talked about here about this healthcare kiosk and others. And just wanted to point you into the deck, if you did receive the deck, to some slides that Mike has added about healthcare kiosk solutions, including way-finding, patient check-in and patient services. Looking at the, I was looking at them, and I think Patrick touched on almost everything when he was going through the healthcare industry challenges, but that included... Patrick, I think you mentioned it really quickly, and I think it's a really valid point that Mike has said, I've heard him say before about data entry and eliminating human error from when someone is actually entering your information for you versus when you enter your own information. So some of the, some of the things that we had talked about previously are mentioned all in that deck. I'm not sharing the deck now mainly because it just was pretty information-heavy, and we wanted to make sure that this was more conversational. But if you did receive the deck or if you need the deck, I'm actually gonna flash up our email addresses that you can reach out to us, if I can figure out which slide that's on. There it is. And we can make sure to answer any questions that you have, but if you didn't get the deck, email us, let us know, and that way you can get that information that Mike has put into this deck really well for us. And just gimme one second. I'll share my screen again with that, there we go, with the contact information. I'm including Traci Murray's contact information on this slide. If you have any questions about kiosks and accessible kiosks, accessibility and kiosks or any just general questions about this presentation, you can email tmurray@vispero.com, and that's T-M-U-R-R-A-Y @vispero.com. And if you have questions particularly for Mike, Mike, is that the right, did I get that email address correct on yours?

- Yeah, that's right. My first name's Nelson. I go by Mike.

- I had to triple check it. I thought I was being really stupid. So it's N, as in Nelson, Raudenbush, R-A-U-D-E-N-B-U-S-H @kiosk.com. And that's any questions that you have about KIOSK. If you have questions about this particular project, we are going to filter them through so that Patrick doesn't get inundated with questions about something he's not selling and as much as Patrick... So Patrick is the guy on the ground that knows everything about his deployment, and so he's the one that y'all wanna talk to, so that's why there's this, like, layer that we're going, we have to... In any case. But Mike has some really great points about wait time and about administrative efficiency, accuracy, fraud, and they're all mentioned in that deck, and we're happy to help work with you all on the accessibility piece and applications and things like that as well, so. Any other questions or, let's see if I can get back to them. There we are. I have the QA slide up so that anyone can see it, if you're able to. And then that is a image of the, a closer up image of the check-in kiosk that has the... That's a scanner, I believe, underneath the screen. There is a payment input device on this one and a AudioNav.

- Yeah. There's actually two scanners there. One right underneath the monitor. That's a barcode scanner for the check-in and then the scanner for insurance card, driver's license is what you lay your card on.

- Excellent.

- But I also do have one other stat.

- [Laura] Absolutely.

- At the end of our workflow, we created a custom survey, and it only populates one time for each individual patient. And what we're surveying is, you know, what the patients, whether they like the kiosk workflow or whether they really disliked it, and we receive a 90% positive feedback on any patient, on most of our patients that are, you know, using the kiosk workflow, so. Thought that was pretty impressive.

- That is impressive, particularly since people don't typically agree 90% on anything, right? So it must be amazing. That 10% that said no, clearly don't like anything.

- Yeah. No, it's pretty good.

- Any other, anything else that you wanted me to ask that I didn't ask, or to the audience that are still hanging on here, any other questions that you all have for the panelists? And Mike, anything that you wanted to add?

- No, no. I just really appreciate, Patrick, your time and insights. I even learned some from this conversation today, so I really appreciate it. Nice job.

- Yeah. Thanks, guys, for having me. I appreciate it. Good experience.

- We really appreciate having you. And Mike, or Patrick, now you'll get to hear Mike spout off whatever it was that he just learned from you in his next presentation as this fun fact that he learned.

- Make sure you send me the link.

- I'm gonna walk around telling everybody about that 90%, Patrick, you better believe it.

- We're gonna be hearing about it. Well, thank you all for joining us. And, again, if you have any questions for us that you wanna ask offline, you can send those to those email addresses mentioned. And actually I can see if I can add it into the chat before we head out. I'll at least put Traci's in there. If you have any questions, you can email her. And mine is in there as well in the public chat. So there you go. Thank you all for joining us. We really appreciate you, and hopefully this gives you back 10 minutes of your day.

- [Mike] Thank you.

- [Laura] Thanks all.

- Thanks Laura, appreciate it. Thanks Patrick.

- Thanks, Mike and Patrick.

- My pleasure.