Hendrik Jan Koppelman, Gelre Hospital: “Pioneers of a new innovative concept”
In October 2010 Gelre Hospital in Zutphen, The Netherlands, opened a new, modern building. Hendrik Jan Koppelman, healthcare manager, speaks enthusiastically about a new and innovative implemented logistics concept that enables patients to register themselves using the self-service check-in stations in the entrance hall.
“Gelre Hospital in Zutphen is the first Dutch hospital where this is possible. A patient with an appointment registers himself with an ID card, passport or driver’s license. If it is the patient’s first visit, he or she is directed to the helpdesk.
After registration the patient receives a ticket with a unique barcode. This ticket contains information on all the events taking place that day.”
Hendrik- Jan Koppelman: “On the information panels in the entrance hall patients can see what the waiting times are. They stay in the entrance hall, where they can visit the restaurant and various shops. This is more comfortable and entertaining than waiting in a small waiting area.
Ten minutes before the start of the appointment the patient is directed to the right outpatient department.“
Hendrik-Jan Koppelman: “By introducing this system less waiting space is needed at the outpatient department. In the design of the hospital the optimal use of square meters was of great importance. This is a totally new logistics concept; which is much more effective.”
Experience of the patients
Koppelman: “Six months after this project was implemented, the Marketing Department of the hospital asked 600 patients what they thought of new logistics concept.70% responded very positively.”
People who prefer to register with a person, can also be served by hostesses behind the desk.
In the past three years Hendrik- Jan Koppelman has received representatives from 35 hospitals and was invited to many conferences to talk about this new concept. “People are curious about this. The building design of our hospital allows us to use the system to its full extent. Other hospitals, like Haga Ziekenhuis and Isala hospital use some components of this innovation.”
What are the benefits for the hospital?
Hendrik- Jan Koppelman says there are many benefits. “For the patient it is convenient that he or she only has to register once during the day. There is also more peace and quiet in the outpatient departments, since the patients stay in the entrance hall. Furthermore, thanks to the system the hospital can reduce the number of staff members behind the reception desks in the outpatient clinics.”