CASE STUDY
The Royal Victorian
Eye & Ear Hospital
A Scalable Self-Service Solution Supporting Over 220,000 Registrations a Year
- Media Reader
- 4g Modem
- 21.5” touch panel
- Card Payments
The Royal Victorian Eye and Ear Hospital is Australia’s only specialist facility for eye, ear, nose and throat care. With high daily patient volumes and a central role in Victoria’s public health system, the hospital set out to modernise its check-in process – seeking to reduce queues, ease pressure on staff and improve the overall patient experience.
The Challenge:
As demand on hospital services grew, so too did the pressure on reception teams. Manual check-ins were time-consuming, error-prone, and created bottlenecks during peak periods. The hospital needed a solution that could manage growing volumes while maintaining patient privacy, data accuracy, and staff efficiency.
The Solution:
NEO partnered with healthcare platform provider Vital Hub to deliver a network of ten custom-designed self-service kiosks. These units were developed specifically to support the hospital’s workflow, patient demographic, and digital systems.
Features included:
•Secure, fast self-check-in
•Seamless integration with hospital infrastructure
•User-friendly interface suitable for a broad range of patients
•Durable, accessible design built for a clinical environment
The Outcome
The kiosks now support streamlined check-in for over 220,000 patients annually. Since deployment, the hospital has seen:
•Significantly reduced queue times
•Less manual data entry and administrative overhead
•Greater staff availability for more complex or high-needs cases
•Improved patient experience, especially for repeat visits
Why It Worked
•Tailored design matched to the specific needs of a specialist medical facility
•Co-developed with key hospital and software stakeholders
•Accessible and intuitive for diverse users, including older patients and non-native English speakers
•Scalable and upgrade-ready for future hospital system integrations