Requirement Overview

1. Fetch prescription records without navigating across multiple modules.
2. Schedule an appointment with their preferred doctor.
3. Check real-time doctor availability to select a suitable slot.

Business Use Case

1. Improved Patient Experience: Patients complete all key tasks from a single screen.
2. Reduced Operational Load: Less reliance on reception/front-desk staff for routine requests.
3. Data Accuracy: CRM ensures that records stay consistent and updated.
4. Competitive Advantage: Provides a modern, self-service patient experience that aligns with digital healthcare trends.
   
   

Problem Statement

Permissions & Availability

1. All the CRM users can use and manage Kiosk if either the permission to Manage Automation or Module Customization is enabled.
   
2. The Doctor module needs to be configured as a public module. Only then, all the doctor records be visible in the portal.
   
3. Patients must have a Client Portal account to access their records and use the Kiosk from the portal.
4. Users with the Manage Sandbox permission can manage the sandbox.
   

Solution

You can leverage the Kiosk Studio feature to provide patients with a unified interface for the following:

1. Fetching prescription records.
2. Scheduling appointments.
3. Checking doctor availability.

The Kiosk Studio can be embedded as a button or configured on the patient’s record detail page for convenient access. This ensures patients can complete all essential actions seamlessly, without navigating across multiple modules.

To test your kiosks safely, you could create them in the sandbox and then deploy them to the production environment.

Step-by-Step Implementation Guide

Step 1: Begin by creating a Kiosk in Zoho CRM

Navigate to Setup (⚙️) in Zoho CRM → Customization → Kiosk Studio → Create Kiosk

Step 2: A screen for patient details

1. In the Kiosk Builder page, click Add Screen.
2. Add the following fields to the screen: 
   a. Single Line field → Rename it to Patient Name. 
   b. Email field → Rename it to Patient Email.
3. These fields will allow patients to enter their details directly on the Kiosk screen.
   
   

Step 3: Fetching the Patient record

1. In the Kiosk Builder page, click Add Screen.
   
2. Add the Get Record functionality to this screen.
3. Configure the Get Record to fetch the Patient record.
4. Set criteria to fetch a record based on the detail provided in the previous screen. For example: Patient Email (Patient record field) = Email (field from Kiosk screen)
5. Configure the Record Preference settings in the Get Record as needed.
   

Step 4: A screen to choose service

1. In the screen, add a picklist field.
2. Mark the field as mandatory.
3. Add the following options to the picklist:
   a) Schedule Appointment
   b) Check Doctor Availability
   c) Prescription Details
4. This ensures that patients can select the service they want to perform using the Kiosk.

Step 5: Decision element

1. In the Kiosk, add a Decision element.
2. Configure the Decision to automatically branch based on the option selected in the service picklist field (from Step 4).
3. Under Conditions, use Screen Fields to define the logic.
4. Create a new path in the Decision for each Service Picklist option:
   a) Schedule Appointment
   b) Check Doctor Availability
   c) Prescription Details
5. Use the Default Path for any option that does not match a configured condition.

Step 6: Schedule appointment Path

1. Add a Create Record action in the Schedule Appointment path.
   
2. Configure the action to create a new Consultation record in CRM.
3. Map the Consultation fields with the corresponding Screen fields (e.g., Patient Name, Consultation Date/Time, Reason for Consultation).

Step 7: Doctor Availability Path

Step 8: Check-up details

 

1. Create a final screen to close the Kiosk flow.
2. Add a Text Element within the screen to display a thank-you message (e.g., “Thank you for using the Patient Kiosk.”).

1. Ensure that the Doctor module is added to the portal as a Public module (not a Private module). This is required for the Get Record functionality to display all doctor records.
2. Each Get Record element can display a maximum of 100 records. If there are more than 100 Doctor or Prescription records, only the first 100 records that meet the criteria will be shown on the screen.
3. In the Create Record action for Consultation, map the Patient Lookup field. This ensures that the selected Patient record is linked with the newly created Consultation record.

Deploying the Kiosk in Zoho CRM

You can now deploy the Kiosk as a button on the CRM Patient module or add it within the patient record detail page, based on your preference. When configured within the patient record detail page, users can instantly access the Kiosk upon opening Zoho CRM from the portal.

Screencast

Kiosk Configuration

Schedule consultation path

Doctor availability path

Check Prescription path

Placing the Kiosk widget on the record detail page improves visibility and encourages regular usage from portal users.

When you click Test Run, you are accessing the kiosk from within the Kiosk Studio. All actions will be executed as specified in Production. To test your kiosks safely, please create them in the sandbox and then deploy them to the Production environment.

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Custom Solution Created by Harish K | Zoho Partner Support

If you need any further clarifications, please don’t hesitate to contact partner-support@zohocorp.com.

Additionally, we kindly ask all Europe and UK Partners to reach out to partner-support@eu.zohocorp.com.