Simulation Modeling of a Check‐in and Medication Reconciliation Ambulatory Clinic Kiosk

Abstract

Gaps in information about patient medication adherence may contribute to preventable adverse drug events and patient harm. Hence, health‐quality advocacy groups, including the Joint Commission, have called for the implementation of standardized processes to collect and compare patient medication lists. This manuscript describes the implementation of a self‐service patient kiosk intended to check in patients for a clinic appointment and collect a medication adherence history, which is then available through the electronic health record. We used business process engineering and simulation modeling to analyze existing workflow, evaluate technology impact on clinic throughput, and predict future infrastructure needs. Our empiric data indicated that a multi‐function healthcare kiosk offers a feasible platform to collect medical history data. Furthermore, our simulation model showed a non‐linear association between patient arrival rate, kiosk number, and estimated patient wait times. This study provides important data to help administrators and healthcare executives predict infrastructure needs when considering the use of self‐service kiosks.