Unified Patient Access to Healthcare Services in Zoho CRM Portal Powered by Kiosk

Unified Patient Access to Healthcare Services in Zoho CRM Portal Powered by Kiosk

Requirement Overview

A custom UI within the Zoho CRM Portal needs to allow patients to easily access key healthcare services from a single interface. Through this UI, patients should be able to:
  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.
This unified experience ensures patients can complete all essential actions seamlessly, improving usability and reducing the need to switch between different records or modules in the portal.

Business Use Case

Hospitals and clinics using Zoho CRM often manage patient data across multiple modules – Appointments, Prescriptions, and Doctor Schedules. While this ensures detailed record-keeping, it can create friction for patients accessing the CRM Portal, as they must navigate different modules and records to perform simple actions. Implementing a Kiosk within the Zoho CRM portal will benefit the business with:
  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

When there is no Kiosk in the CRM portal, then patients will face difficulties with the following:
  1. Locating and downloading their past prescriptions.
  2. Scheduling or rescheduling appointments with doctors.
  3. Checking real-time doctor availability before booking.
This results in higher dependency on front-desk staff, longer wait times, and reduced patient satisfaction.

Info

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.

Alert
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

Doctor Screen:
  1. In the Schedule Appointment path, add a new screen.
  2. Add a Text element to prompt the patient to select a doctor for the consultation.
  3. Add a GetRecord element to fetch doctor records.
  4. Configure the GetRecord as follows:
    Module: Doctor
    Criteria: Doctor Name is not empty
    Records to Display: Multiple Records
  5. This allows patients to view from all available doctor records.



Next screen:
  1. Create a new screen in the Schedule Appointment path.
  2. Add the following fields for patient input:
    1. Date and Time field → Used to schedule the consultation time.
    2. Multi-line field → Used to capture the reason for the consultation.
  3. Add additional elements to display the selected doctor’s availability:
Text Element:
  1. Add a note to inform patients that the fields below display data from the selected Doctor record.
Multi-Select Picklist Field:
  1. Rename the field as Doctor's Available Days.
  2. Add options as the days of the week.
  3. Enable Merge from Module and map it to Kiosk → Doctor GetRecord → Available Days (from Doctor record).
  4. Mark the field as read-only.
Two Picklist Fields:
  1. Use these to display the doctor’s available time (From and To).
  2. Enable Merge from Module and map them to:
  3. Kiosk → Doctor GetRecord → Available Time (from Doctor record).
  4. Mark the fields as read-only.




Action:
  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).
This ensures that every appointment scheduled through the Kiosk is automatically recorded in CRM.





Add an Ending Screen
  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.”).
This provides a clear closure to the process and improves the patient experience.


Step 7: Doctor Availability Path

  1. In the Doctor Availability path, create a new Screen.
  2. Add a Get Record element to display all doctor records.
  3. Configure the Get Record as follows:
    1. Criteria: Doctor Name is not empty (all the doctor records will satisfy this condition )
    2. Records to Display: Multiple Records
    3. Selection Preference: Read Only
This ensures that patients can view available doctors without making changes to the records.



Step 8: Check-up details

Screen:
  1. Create a new screen in the Check-Up Details path.
  2. Add a Get Record element to fetch all the Prescription records linked to the selected Patient record.
  3. Configure the Get Record as follows:
    1. Parent Record: Patient (GetRecord)
    2. Child Module: Prescription
    3. Criteria: Prescription Name is not empty
This will display all prescription records associated with the selected patient.

Add two buttons on the screen:
  1. Send Prescription by Email
  2. Close Kiosk Flow
This setup allows patients to either email the prescription after viewing it or exit the Kiosk process.

 


A. Send prescription by email path:
  1. In the Send Prescription by Email path, add an Email Notification action.
  2. Configure the email template to include the Prescription details.
  3. Set the recipient as the Patient’s Email Address (from the Kiosk screen).
This ensures that the selected prescription is shared directly with the patient via email.


Add an ending screen:
  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., “The prescription has been sent to your email address. Thank you for using the Patient Kiosk.”).
This provides a clear closure to the flow after sending the prescription in the email.




B. Close Kiosk Flow:
  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.”).
This provides a clear closure to the flow and enhances the patient experience.




  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




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



Quote
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.

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