A Kiosk Won't Fix a Broken Process: What a Former Chef Knows About Practice Technology Featuring Aaron Westphal, EP 288
Will a patient check-in kiosk cost your practice the human touch, or give it back? In this episode of The Thriving Practice Podcast, Tracy Cherpeski talks with Aaron Westphal, president of Kiosk Group, about self-service technology for independent healthcare practices and what it takes to choose tools that fit how you actually run your day.
Aaron's path started in professional kitchens, and he uses that background to explain why a good kiosk setup takes hardware, software, peripherals and EHR integration all working together. He and Tracy talk about how automation differs from AI, why a strong front desk matters even more once a kiosk is in place, and how a modular approach lets a small practice start simple and add features as it grows.
If you own a private practice and you are tired of paperwork piling up at 9:30 at night, or you have been burned by a technology purchase before, this conversation offers a practical way to think about the decision. Start with the problem, not the product.
Key Takeaways
A kiosk handles the paperwork, not the relationship. Aaron says you still need a person at the front desk, and a great receptionist stands out even more once repetitive check-in tasks move to the screen.
Know whether you have a people, systems or tool problem. Tracy reminds listeners that technology shines a light on gaps. Sort out which problem you really have before you buy anything.
Automation is not AI. Simple triggers, like a late-arrival alert or a cancellation that offers the slot to the next patient, save time without a human in the loop. Aaron sees AI kiosks as still in development.
Modular beats one-size-fits-all. A practice can begin with a barcode scan or a signature and add ID, insurance and payment capture as it grows.
Choose a partner, not just a product. Look for vendors who ask what you want to accomplish first, and trust how the first call feels.
Q&A
Will a patient check-in kiosk replace my front desk staff?
No, and Aaron says that is not the goal. He recommends keeping someone at the front desk for questions, forms that need a person and patients who need extra help. The kiosk takes on repetitive paperwork such as updating demographics, capturing IDs and insurance cards, and collecting copays, so your team can focus on the people in front of them.
Do I need a new EHR to add self-service check-in?
It depends on your EHR. Aaron explains that Epic offers its own check-in product, Epic Welcome, and that for other systems a partner such as Certify Health can add an overlay so check-in information still reaches your back-office reporting. He also notes that a weak EMR will limit the reporting you get from any kiosk.
What is the cost of waiting to adopt practice technology?
Aaron says operating the way you did in 2010 starts to hurt: more faxed files, lost information and extra hours spent on paperwork. He sees fear of the unknown as the biggest barrier, and he says the options have improved a great deal in five years, with solutions now customized to the practice instead of cookie-cutter.
How do I choose the right technology partner for my practice?
Look for someone who asks what problem you want to solve before pitching anything. Aaron also says to notice how you feel on the first call, since you may work with this company for years. Tracy adds that if a vendor mostly lists what the tool can do, keep asking questions.
Episode Highlights
From culinary school and professional kitchens to running a kiosk company
The kitchen metaphor: a thousand things coming together on one plate
How kiosks connect with your EHR, including Epic Welcome and overlay options
Why a kiosk should free your team for the human moments
Automation versus AI, and where AI kiosks stand today
Practical examples: late-arrival alerts and cancellation backfill
Accessibility options for patients who need them
Why fear of technology and past bad purchases make owners hesitate
Modular kiosks that grow with your practice
Why placement and a clear call to action decide whether patients use a kiosk
How to choose a vendor you will want to work with for years
Memorable Quotes
"I really don't want to replace your good employees, but I want your employees to do the things that you really want them to do." Aaron Westphal
"So I feel like running kitchens throughout my life really helped me make that one dish into a kiosk instead." Aaron Westphal
"I never start off with a sales pitch of here's what I can do for you. My first question is, what are you thinking about doing with this piece of equipment?" Aaron Westphal
"If you have a kiosk that's just sitting in a corner with nothing, nobody's going to use it." Aaron Westphal
"If you don't appreciate them or get a good feeling about them on your first call, whoever that company is, I would not use them." Aaron Westphal
Aaron Westphal's message comes down to this: technology works when it supports your people and solves a problem you have actually named. Before you shop for a kiosk, or any other tool, get clear on whether you are facing a people, systems or tool issue, and choose a partner who asks before pitching. If this conversation changed how you think about your front desk, share it with a colleague who is weighing a similar decision. Learn more about Aaron's work at kioskgroup.com, and find more resources for building a practice that thrives at thrivingpracticecommunity.com.
Guest Bio:
Aaron Westphal went to culinary school expecting a life in kitchens. He ran them, he taught in them, and then he found his way to Kiosk Group, where he started in sales and is now president. The kitchen lesson stuck: great results come from many stations working in sync. Today Aaron brings that thinking to patient check-in, helping practices build modular self-service solutions that give front desk teams more time for people.
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