Patient Check-In

Charm Kiosk

The Charm Kiosk app is a component of the Charm suite of products, certified as a comprehensive Ambulatory EHR meeting stage 1 Meaningful Use criteria. The HIPAA-compliant feature simplifies the patient check-in process. It enables staff to handle patient data during consultations efficiently.

The dynamic iPad interface allows users to:

• Add New Patient
• Update Patient photo using iPad camera
• Search Patients
• Share Questionnaire and Consent Forms
• Patients can add/edit Demographics and Insurance Details
• Answer pre-appointment Questionnaire
• Read and Sign Consent Forms
• Attend TeleHealth Appointments

Practices can use the Charm Kiosk app either with a Nurse Intervention workflow or to choose a Self-check-in workflow based on their facility's specific needs. Additionally, enable Guided Access on your iPad to prevent Patients from browsing outside the Kiosk app.

• Kiosk Set Up
• Nurse Intervention Workflow
• Self-Check-In Workflow
• Enable Guided Access

Kiosk Set Up

The Charm Kiosk app requires you to create a unique login credential. Practice Members with the Facility Settings/Kiosk role privilege can configure sign-in credentials using the following steps:

1. Login to the CharmHealth EHR Dashboard using your EHR credentials.
2. Go to the 'Settings > Facility > Kiosk Setup' section.
   
3. Tap on the '+New Account' button. Enter the Username and Password based on your Practice requirement.
4. Now, the 'Access Through' field provides you with two options:
   • Web Browser, Tablet - To enable a Nurse Intervention workflow. This option allows associating multiple facilities to a single Kiosk account.
   • Kiosk Terminal - To enable a Self-Check-In workflow. This option requires you to create a unique Kiosk account for each facility.
   
   
   Note: The Practice should have an active 'Text/Voice Notification' subscription to enable the self-check-in option.
5. Tap on the 'Add' button. You can create multiple kiosk accounts using the same steps with individual usernames and passwords.

Downloading the Application

Users can download and install the Charm Kiosk application from the App Store (iOS).

Nurse Intervention Workflow

The Nurse Intervention Workflow allows the nurse or front desk staff to register and set up the initial Patient profile and share questionnaires or consent forms with the Patients. The Kiosk app does not allow Patients to view other patient profiles or details.

You can use this workflow if you have chosen the 'Web Browser, Tablet (iPad, GTab, etc.)' option in the CharmHealth EHR settings page:

1. Install the Kiosk app and log in using the login credentials associated with your Charm Kiosk account, which were configured earlier.
   
2. Choose a Facility based on your requirements.
   
3. The Charm Kiosk Homepage View displays three options:
   • Search Patient
   • Add Patient
   • Kiosk Settings
   • Telehealth Appointments
   
   

Search Patient

1. Enter the 'Patient Name' in the search bar
2. Choose a 'Patient Profile' from the list of matching profiles.
3. Tap on the '+' symbol to add questionnaires/consent forms.
4. Tap on the 'Handover' button.
   

Add Patient

1. Enter the basic 'Patient Details' and tap the 'Add' button. (Tap on the Profile Picture icon to add a Patient image.)
   
2. After adding a new patient, tap the '+' symbol to add questionnaires or consent forms.
   
3. Then, tap on the 'Handover' button.

Note: If the Patient is registered with the Practice already, you can continue using the existing registration or tap the 'Add' button to duplicate it.

Patient View

Once the front desk staff hands over the Kiosk, Patients can proceed to update their demographics and fill in questionnaires or consent forms by following these steps:

1. Verify their 'Date of Birth' (DOB registered in the CharmHealth EHR records).
   
2. Tap on the 'Edit' button on the Patient Summary page and update the demographic details:
   • Personal Information
   • Contact Information
   • Patient Address
   • Caregiver
   • Emergency Contact
   • Primary Insurance
   • Secondary Insurance
   
   
   You can tap on the 'Right Arrow' on the Demographics page to navigate to the next tab.
   
   Note: The Patient can skip filling the Primary or Secondary Insurance sections.
3. Once you reach the end, tapping the 'Tick' icon saves your changes and redirects you to the Patient Summary page.
4. Tap on the 'Right Arrow' icon in the Patient Summary page to view and fill in the questionnaires and consent forms, if any.
   
   Note: Patients can fill in the questionnaires and consent forms from their PHR account as well.
5. Once done, the Patient gets redirected to the 'Thank You' page.
   
   The Nurse can unlock the Kiosk app with the login password for the next Patient.
   

Telehealth Appointments

1. Tap on the 'Telehealth Appointments' option to view the list of video consultations scheduled for the Patient on a particular day.
2. Tap on the 'Check-In' option available under the required appointment to notify your Provider that you are ready to join the appointment.
   
3. The app may request you to grant permission to access 'Camera' and 'Microphone' if recently installed.
4. If the host hasn't started the meeting, the Patient must wait for the host. If the host has begun the meeting, the participant has to be in the waiting room until the host admits them.
   
5. The meeting will commence once the host admits them.
   
6. Control your microphone and video by tapping their respective icons.
7. Tapping the 'Participants' icon displays the list of meeting attendees. Tapping on your profile name displays these options:
   • Raise Hand (if lowered) or Lower Hand (if raised)
   • Unmute (if muted) or Mute (if unmuted)
   • Rename
   
   
   Selecting any other participant or host opens the chat window for private or public conversations.
   
8. Tap the red button to 'Leave the Session'.
   

Once done, you will get redirected to the 'Thank You' page. Tapping anywhere lands you on the Charm Kiosk lock screen page.

Kiosk Settings

The Search and Add Patient screen displays the Kiosk Settings icon. This section allows you to:

• If the Kiosk account is associated with multiple facilities, you can switch between facilities.
• Adjust the default gender displayed on the home page.
• Keeping the Analytics feature improves the Charm Kiosk app by automatically sending diagnostic and usage statistics.
  
  Note: Only patient records associated with the 'Default Facility' get listed in the Kiosk app.

Self-Check-In Workflow

The Charm Kiosk self-check-in workflow allows existing Patients to update their profile and fill in questionnaires and consent forms without the help of front desk staff.

You can use this workflow if you have chosen the 'Kiosk Terminal (Self-Check-In)' option in the CharmHealth EHR settings page and have an active 'Text/Voice Notification' subscription.

Note: New Patients cannot use the self-check-in kiosk workflow to register. It is for existing patients only.

The Nurse or front desk staff can install the Charm Kiosk app and log in to the respective Kiosk account.

Navigation View

Once logged in, the home page displays the Self-Check-in view and Navigation icon. Tapping on the 'Navigation' icon on the top left corner displays the following:

• Shows the Account Username and Facility Name.
• Appointment Status - If this option is enabled, the appointment status will be updated to the configured status whenever a patient checks in. Practice members can view the Patient's appointment status in the EHR Calendar.
  

  You can follow the below steps to enable and configure the Appointment Status feature.

  1. Enable the 'Appointment Status' toggle using the Kiosk password.
  2. Choose the preferred appointment status from the pop-up list.
  3. Then, click on the 'Save' button to configure.
     
  The configured status is device-specific and remains applicable until account logout, allowing you to set different appointment statuses for the same Kiosk account on different devices.
• Guided Access - Tap the button to view the 'Guided Access' setting information. The detailed steps to enable Guided Access are available here.
• Data Refresh - Tap on the button to sync recent changes made in the CharmHealth EHR with the Charm Kiosk app.
• Logout - The nurse or front desk staff can enter the Kiosk account password to log out.
  

Self-Check-In

Once the Nurse or front desk staff has logged in to the respective Charm Kiosk account, Patients can check in themselves using the following steps:

1. Enter your phone number registered with CharmHealth EHR
   
2. Tap the 'Send OTP' button and enter the OTP received on your registered mobile number. Tap on the 'Verify' button.
   
   Note: If you enter the wrong OTP 3 times, you can request to resend the OTP. The Resend OTP option gets enabled after 45 seconds, and only two resend attempts are allowed. If it exceeds, you can contact the front desk.
3. If a phone number is associated with multiple patients, choose a patient to proceed.
   
4. Tap the 'Edit' button on the patient summary page to update your contact details, demographics, and primary and secondary insurance information.
   
5. Tap on the 'Right Arrow' icon to view and fill in the questionnaires and consent forms, if any.
6. Once done, you will get redirected to the 'Thank You' page.

Enable Guided Access

Enabling Guided Access prevents the Patient from browsing outside the Kiosk app, altering the device settings, or locking the device during self-check-in.

It ensures privacy compliance, enhances data security, and minimizes the risk of unintended actions that could compromise sensitive health information. You can enable Guided Access to the Kiosk app using the following steps:

1. Login to the Charm Kiosk app and tap on the 'Navigation > Guided Access' option.
   
2. How to set up Guided Access?
   • Tap on the 'Settings' option.
   • Select 'Accessibility' and scroll to the end.
   • Under the 'General' section, select 'Guided Access'.
   • Enable the Guided Access toggle.
   • Tap on the 'Passcode' Settings option
   • Select 'Set Guided Access Passcode' to set up.

   You can also turn on Face ID or Touch ID to end a Guided Access session.

3. How to start Guided Access mode?
   • Triple-tap on the Home button.
   • Tap on the 'Start' button. Configure a 6-digit passcode if you don't have one already.

   Note - If you are facing difficulties, try turning off and on the Accessibility shortcut under the 'Settings > Accessibility > Guided Access' section. If not, try restarting your iPad.

4. How to exit Guided Access mode?
   • Triple-tap on the Home button.
   • Enter the Guided Access passcode.
   • Tap the 'End' button.
5. Tap on the 'Settings' button to proceed with the Guided Access instructions available on the app. Once enabled, the Kiosk app will be ready for Patient self-check-in.