Introduction

Across outpatient clinics, patient check-ins continue to be a major operational bottleneck. Many patients arrive without having completed intake paperwork in advance, leading to delays of 15 to 30 minutes before appointments can even begin. This not only creates friction for patients but also affects staff efficiency and clinic throughput.

At Excel Therapy, a renowned medical group practice in Panama City, Florida, these challenges were especially evident. Intake inefficiencies were contributing to clinical delays, billing issues, and administrative strain, prompting the team to seek a more effective, technology-driven solution.

Challenge

The check-in hurdle at Excel Therapy highlighted just how much time and effort were being lost in manual workflows. Without a digital intake system, the clinic faced widespread challenges that are common across outpatient settings:

• Extended Intake Time: Patients arriving without completing paperwork in advance often spent up to 30 minutes on forms, delaying appointments.
  
  
• High Administrative Burden: Front desk staff were occupied assisting patients with paperwork instead of focusing on clinic operations and patient inquiries.
  
  
• Incomplete Documentation: Missing or inaccurate intake details disrupted evaluations and negatively impacted billing accuracy.
  
  

Unstructured Patient Flow: Without a streamlined process, clinics struggled to manage peak-hour traffic, causing crowding and delays.

For Excel Therapy, this translated to:

• 20 to 30 minutes spent per patient on intake paperwork
  
  
• Frequent disruptions during evaluations due to missing patient data
  
  
• Increased front desk workload, reducing responsiveness to incoming calls and patient needs
  
  

Peak-hour congestion, leading to patient frustration and compromised appointment schedules

‍Solution

To address these inefficiencies, Excel Therapy implemented SPRY’s Kiosk, automating check-ins and streamlining intake through a structured, digital workflow. The Kiosk replaced manual paperwork with a self-service system designed to guide patients through check-in efficiently and independently.

Key features implemented at Excel Therapy included:

• Self-Service Digital Check-Ins – Patients complete their intake without needing assistance from the front desk
  
  
• User-Friendly Forms – Designed for accessibility, including for elderly patients
  
  
• Structured Data Capture – Ensures all essential intake details are gathered before appointments
  
  
• Automated Patient-Reported Outcomes Collection – Enhances the accuracy of clinical data used in evaluations
  
  

“In the past, intake paperwork could take 20 to 30 minutes, cutting into appointment time,” said Bryan Davis, Owner of Excel Therapy. “The Kiosk has significantly reduced that time, allowing for more focus on treatment and improving overall clinic efficiency.”

The digital interface was intuitive and accessible, leading to faster, more complete intake even among patients less familiar with technology.

Benefits

The impact of SPRY’s Kiosk exceeded expectations. Within six months of implementation, Excel Therapy reported significant improvements in both patient experience and operational efficiency:

• 300+ Initial Evaluations processed seamlessly via the Kiosk
  
  
• 50 to 70% Reduction in Check-In Time – Intake time dropped from 10 to 20 minutes to under 10 minutes per patient
  
  
• 90% Increase in Patient Engagement – More patients completed intake forms, submitted visit reasons, and entered outcome measures
  
  
• 50% More Comprehensive Profile Completion – Resulting in fewer claim rejections and reduced delays in documentation
  
  
• 20+ Minutes Saved Per Patient for Staff – Front desk teams could now manage more tasks and support additional appointments

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“Initially, I hoped for improved efficiency with initial evaluations. The goals were exceeded. We now have better subjective information in evaluations and a significantly reduced workload for clerical staff,” Davis shared.

Operationally, the Kiosk created a more predictable and efficient front desk workflow:

• Reduced front desk workload, freeing up time for patient engagement
  
  
• More structured patient flow, minimizing appointment delays
  
  
• Improved accuracy in insurance verification, decreasing billing errors and administrative back-and-forth
  
  

“Even elderly patients have adapted well to the Kiosk,” Davis noted. “It saves them time and allows our staff to answer patient inquiries much quicker. And having patients upload insurance card photos directly has helped reduce billing errors.”

Conclusion

Excel Therapy’s experience with SPRY’s Kiosk showcases the transformative impact of automating the check-in process. By eliminating paperwork bottlenecks and shifting intake to a digital, structured format, the clinic improved clinical readiness, reduced front desk strain, and enhanced the overall patient experience.

Looking ahead, Excel Therapy is planning to expand its use of SPRY’s Kiosk to include:

• Co-Pay & Payment Collection at Check-In – To reduce payment delays and streamline billing
  
  Automated Outcome Measure Submissions – To enhance clinical documentation while reducing manual entry