Veterans visiting a VA laboratory want a straightforward experience that allows them to check in, complete their lab work, and get on with their day.
DSS is working with the Department of Veterans Affairs (VA) to make that process easier through a new self-service kiosk feature for Order Tracking Manager (OTM) Lab. Developed in response to request from VA sites, OTM Lab Kiosk is designed to simplify check-in for Veterans while reducing routine administrative work for laboratory stuff.
The new capability is currently being tested and refined before broader availability.
The idea for OTM Lab Kiosk grew out of conversations with VA facilities looking for a simpler way for Veterans to check themselves in for laboratory appointments.
The Veteran-facing experience was intentionally kept simple. Veterans swipe their VA identification card and confirm their appointment. OTM Lab verifies the relevant information through VA EHR and, when everything is in place, adds the Veteran to the waiting room queue.
Veterans who have questions, missing orders, or another issue are directed to speak with a staff member. The goal is not to remove staff from the check-in experience. Automating routine interactions gives staff more time to help Veterans who need their attention.
Even a routine check-in requires staff time. An MSA or clerk may need to verify the Veteran, confirm that orders are available, check the appointment time, and complete the check-in.
The challenge can be greater at facilities with limited resources, where a phlebotomist or another staff member may need to step away from other responsibilities to help check Veterans in.
OTM Lab Kiosk can handle routine check-ins automatically, helping staff focus on laboratory operations and Veterans who have questions or require additional assistance.
The kiosk also provides Veterans with greater privacy during check-in.
Veterans do not need to verbally provide identifying information in a waiting room for a routine check-in. After the VA identification card is swiped, the kiosk verifies the appointment without displaying the Veteran's name or other personally identifiable or protected health information on the screen.
For Veterans who simply want to confirm their appointment and wait to be called, the result is a more private and streamlined experience.
VA's journey toward becoming a High Reliability Organization (HRO) emphasizes continuous improvement, standardization, and designing systems and processes that reduce vulnerabilities and support safer, more reliable care.
OTM Lab Kiosk aligns with that broader effort by creating a more standardized approach to routine laboratory check-in.
Automating verification and connecting check-in directly with the OTM Lab workflow can reduce unnecessary manual steps while creating a more consistent experience for Veterans and staff.
Across a health care system as large as VA, improving everyday workflows can make a meaningful difference. More consistent processes can help staff use their time effectively while creating a simpler experience for the Veterans they serve.
OTM Lab Kiosk is currently being tested and refined before becoming more broadly available to VA sites using OTM Lab.
The concept also has potential beyond laboratory services. DSS sees opportunities to adapt a similar self-service approach for other departments, including radiology and oncology, where simplifying routine check-in could help improve patient flow and the Veteran experience.
For now, the focus is on making the lab experience easier for Veterans while giving VA staff more time to support those who need their assistance.
Contact DSS today to learn more about OTM Lab and how DSS is helping streamline clinical and administrative workflows across VA. Subscribe to our blog page to stay informed of the stores that matter to you.