Obtaining patient feedback at point of service using electronic kiosks

Engaging patients in their healthcare is a goal of healthcare reform. Obtaining sufficient, reliable patient feedback about their experiences in an office encounter has been a challenge.

To determine the feasibility of collecting feedback from patients regarding their office encounter at the point of care using touch screen kiosk technology in an urban primary care clinic.

We analyzed response rate, ease of use, provider data, and condition-specific data. The study was conducted over a 45-day period at 1 internal medicine academic teaching practice. Providers, staff, and a sponsor-supported monitor directed patients to use the kiosk after an office visit.

A total of 1923 surveys were completed from 3850 office visits (50%). There was no appreciable impact on office flow in terms of wait time, checkout procedures, or visit with provider. Characteristics of patients completing the surveys were similar to practice demographics of patients with an office visit during the study period in terms of sex, but differed by age and race. Small but statistically significant differences were seen among patient ratings of resident versus attending physicians. Patients with depression were less likely than patients with diabetes, chronic low back pain, or asthma to report that they had set personal goals to manage their condition.

This technology represents an important advance in our ability to capture the patient's opinion regarding quality and practice improvement initiatives, and has the potential for directly engaging patients in their care.