Check-in system streamlines visitor process

A Tasmanian provider has logged more than 3,600 visitors through a concierge platform rolled out earlier this year to easily track and trace all people coming into its facilities.

Glenview Community Services rolled out Five Faces’ Concierge to its Korongee and Windsor facilities in late March to manage all visitors including contract workers.

Concierge is a customisable digital queue management platform and online booking system that enables full tracking and tracing of all visitors in the facility.

Visitors fill out an online questionnaire before entering about contact details, flu vaccination status, current health symptoms and any contact with a COVID-positive.

After a successful check-in, they receive a printed adhesive pass, which allows staff to easily identify if someone has missed the screening. visitors scan their pass on departure to sign out of the facility (see image above).

Glenview also has also installed Five Faces digital monitors around its facilities displaying COVID-safe messages.

The provider has logged 3,636 visitors including contract workers since implementing the system, Glenview told Australian Ageing Agenda on Thursday.

Glenview Community Services CEO Lucy O’Flaherty said they decided to implement the platform in response to the risks posed by COVID-19.

“It meant that we can easily track who was in and out of the facility and in the event of an outbreak, then it meant we could very quickly communicate with all people that have been on-site in terms of contact tracing,” Ms O’Flaherty told AAA.

The online booking system lets loved ones schedule their visit ahead of time, which has helped facilities manage family visits, she said.

“This was really useful when we had visitor restrictions because at one point a resident was only allowed two visitors a week and we were very quickly able to work out how we would manage that and we would already know if that residents had two visitors booked.”

Glenview wanted to implement the system firstly so it could know accurately and quickly about who was accessing the facilities, Ms O’Flaherty said.

“The second thing was about being able to use this technology to work smarter not harder – so moving from a traditional approach of getting people to sign bits of paper with a pen where the infection control risks were higher,” she said.

The system means staff and residents are reassured that all visitors have been screened. She said.

“It gives a level of assurance and confidence that anyone walking around the building has got a sticker on and has been through the screening process and is only in the facility because they have passed that screening process,” she said.

Five Faces CEO Yazz Krishna said the system facilitated residents spending time their families.

“It has made it possible for residents to see their loved ones, and tended to by staff, in a safer way in these uncertain times,” Mr Krishna told AAA.

“Because registration and check in largely happens online or via kiosks, a lot of the administration processes associated with people coming to the premises can be done in a socially distanced way,” he said.

The concierge system can be set up to display text in most languages to cater to visitors from different cultural backgrounds, he said.

“Non-English speaking visitors wanting to see residents are able to access it the same way.”

Mr Krishna said the system can be configured “for custom workflows in line with organisation requirements rather than an off-the-shelf approach, making it easier to embed within the organisation.”

Main image: Glenview Community Services electronic visitor management system.

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