Revolutionising Patient Experience: The Impact of Self-Service Kiosks at AIG Hospitals, Hyderabad

Rajesh Kalyan
Aug 5
4 min read

In an era where patient-centric care and digital transformation are reshaping the healthcare landscape, AIG Hospitals, Hyderabad, stands at the forefront by integrating self-service kiosks at AIG across both its multi-speciality branches. Implemented in partnership with Achala Health Services Private Limited, these kiosks are redefining how patients interact with hospital systems—making the outpatient experience smoother, faster, and more efficient.

The Digital Shift in Outpatient Management

Hospitals today are under increasing pressure to manage high patient volumes, reduce waiting times, and deliver seamless experiences, all while maintaining operational efficiency. Traditional front desk operations are often bogged down by paperwork, queues, and administrative tasks that slow down service delivery.

This is where self-service kiosks in hospitals come in as a game-changer.

By enabling automated patient registration, UHID (Unique Health ID) generation, appointment check-ins, and report collection, these kiosks are dramatically transforming the outpatient journey at AIG Hospitals.

Why Self-Service Kiosks Matter in Modern Healthcare

The adoption of digital kiosks in healthcare is not just a tech trend—it's a strategic move toward value-based care. Here’s why:

Patient Empowerment: Patients can check in or collect reports independently, reducing reliance on staff and minimising human error.
Time Savings: Self-service registration reduces queues, resulting in faster throughput and happier patients.
Operational Efficiency: Staff time is optimised, allowing them to focus more on direct patient care rather than administrative tasks.

At AIG Hospitals, Gachibowli and Somajiguda, the results speak volumes.

AIG Hospitals: Leading the Way in Hyderabad

With two prominent branches in Hyderabad, AIG Hospitals is known for its clinical excellence and world-class facilities. By collaborating with Achala Health Services, the hospital has taken a giant leap in digitising its outpatient department (OPD) services.

Through the deployment of over 20+ smart kiosks across Hyderabad, Achala Health Services has significantly improved both patient experience and hospital efficiency.

Key Benefits and Measurable Impact

Here's a closer look at the tangible results achieved by AIG Hospitals through kiosk implementation:

1. Faster Patient Check-ins

Patients now check in within seconds, a process that previously took up to 10–15 minutes at the front desk.
Over 50% of new patients are now choosing to register themselves via kiosks.

2. Drastic Reduction in Wait Times

Average wait time has been slashed by 80% — from 45 minutes to just 9 minutes.
Patients no longer need to stand in long queues for registration or report collection

3. Improved Report Collection Experience

More than 85% of patients collect their medical reports via kiosks.
Report collection times have dropped from 25 minutes to under 5 minutes, freeing up resources and space.

4. Enhanced Staff Productivity

Front office staff efficiency has increased by 10–15%.
Nursing staff’s administrative workload has reduced by 20–30%, allowing them to focus more on patient care.

5. Error-Free Operations

Manual errors and paperwork delays have been eliminated by 25–40%, thanks to the automated and integrated system.

How Do the Self-Service Kiosks Work?

The hospital kiosk solution is designed to be intuitive and easy to use, even for first-time visitors. Here's how it works:

Step-by-Step Patient Journey with Kiosks:

Walk into the hospital and locate a self-service kiosk.
Authenticate using mobile number, Aadhaar, or other ID.
Select your purpose – New Registration, Check-in for Appointment, Report Collection, etc.
Receive UHID or visit details instantly.
Proceed to the appropriate department, skipping long queues.

The kiosks are fully integrated with the hospital’s Health Information System (HIS), ensuring real-time data sync and zero lag between patient check-ins and backend processes.

Why Hyderabad Hospitals are Adopting Self-Service Kiosks

As a booming metro, Hyderabad sees thousands of outpatient visits daily. Hospitals like AIG are setting the benchmark for others by embracing automation to manage this scale efficiently.

From streamlining patient intake to reducing no-shows and boosting staff morale, the benefits of healthcare kiosks are undeniable.

Several hospitals across Hyderabad have now adopted this self-registration kiosk model, witnessing similar improvements:

Reduced patient bottlenecks
Increased throughput per day
Higher patient satisfaction scores
Enhanced brand perception as a tech-forward healthcare provider

The Role of Achala Health Services

As a trusted digital health innovation partner, Achala Health Services Private Limited is driving the deployment and management of these smart kiosks. Their solution is tailored for Indian hospital workflows, with multilingual support, touchscreen UI, and deep integration with hospital systems—all without the need for third-party APIs.

Achala has successfully deployed kiosks across multiple hospitals in Hyderabad, with a focus on:

Patient-first design
Secure and private data handling
Continuous innovation and support

Their work at AIG Hospitals is a stellar example of how technology can enhance human-centred healthcare delivery.

Patient Testimonials and Real-World Feedback

Patients and caregivers using the kiosks have expressed high satisfaction with the process:

"I was able to register my father’s appointment without any help. The process took less than two minutes!"

"Collecting reports used to be a hassle. Now, I get them in a few clicks without waiting in line."

"Staff are now more attentive to clinical needs instead of paperwork. It makes a big difference."

Future of Self-Service in Indian Hospitals

With rising demand, limited staff, and growing expectations for better service, self-service technologies will continue to play a crucial role in modern Indian healthcare.

Hospitals can further leverage kiosks for:

Pre-consultation form filling
Payment integration
Insurance verification
Patient feedback collection
Multilingual patient education videos

AIG Hospitals and Achala Health Services are already exploring these possibilities, aiming to build a truly smart outpatient ecosystem.

Final Thoughts

The successful deployment of self-service kiosks at AIG Hospitals, Hyderabad, is not just a milestone for the hospital but a signal to the broader healthcare industry: the future is digital, and it is already here.

By transforming the patient journey—from registration to report collection—AIG Hospitals is setting a new standard for outpatient care in India. And with Achala Health Services leading the way in digital health innovation, more hospitals can follow suit to build patient-first, efficient, and intelligent healthcare systems. Join us in enhancing healthcare with innovative solutions! https://youtu.be/dz7KOEqHgrM