I arrived at Charlottetown’s Queen Elizabeth Hospital on a misty April morning, joining a small cluster of patients hovering near the entrance of the emergency department. A woman in her seventies approached the new self-registration kiosk with visible hesitation, her fingers hovering over the touchscreen.
“I’ve never used one of these before,” she confided to the nearby staff member who quickly stepped in to guide her through the process. Within moments, her wariness transformed into a smile. “That wasn’t so bad after all.”
This scene has become increasingly common across Prince Edward Island’s healthcare facilities since Health PEI began installing self-registration kiosks in hospitals and clinics last fall. The technology, now operational at both the Queen Elizabeth Hospital in Charlottetown and Prince County Hospital in Summerside, represents a significant shift in how Islanders interact with their healthcare system.
“We’re seeing approximately 70 percent of eligible patients using the kiosks,” explains Sarah MacDonald, Health PEI’s Digital Health Director. “That’s higher than we initially projected, especially considering this is relatively new technology for many of our patients.”
The kiosks allow patients to check in for appointments, update personal information, and receive digital directions to their destination within the facility. The system aims to reduce lineups at reception desks and free up administrative staff to assist patients with more complex needs.
For Robert MacLeod, a 63-year-old fisherman from North Rustico who visits the QEH regularly for cardiac follow-ups, the kiosks have simplified his hospital experience. “I used to spend fifteen minutes in line just to tell someone I’m here,” he tells me as we chat in the hospital waiting area. “Now it’s two minutes, tops. Press a few buttons and I’m sitting down with my book.”
Not everyone shares MacLeod’s enthusiasm. During my three hours observing the system, I watched several elderly patients bypass the kiosks entirely, preferring human interaction at the reception desk. One woman in her eighties told me plainly, “I don’t trust computers with my information, dear. Never have.”
Health PEI anticipated this response. “We deliberately maintained traditional check-in options,” says MacDonald. “This isn’t about forcing technology on people who aren’t comfortable with it. It’s about providing options and gradually introducing new tools that can improve efficiency.”
The kiosk initiative is part of a broader digital transformation within PEI’s healthcare system. Last year, the province invested $3.2 million in healthcare technology upgrades, according to data from the Department of Health and Wellness. These investments align with Canada Health Infoway’s vision for more connected digital health services across the country.
Dr. Kevin Coady, a family physician who practices at clinics in both Charlottetown and Souris, has noticed positive downstream effects from the kiosk implementation. “When patients handle the basic administrative tasks themselves, it actually creates more time for meaningful interactions between patients and healthcare providers,” he explains. “My office staff spends less time on paperwork and more time addressing patient concerns.”
The technology hasn’t been without challenges. During the first month of implementation, technical glitches occasionally disrupted service, particularly during high-volume periods. Health PEI acknowledges these growing pains but notes that system reliability has improved significantly since January.
Privacy concerns have also emerged as a potential barrier to adoption. The Office of the Information and Privacy Commissioner of PEI confirmed they received three formal inquiries about the security of personal health information collected through the kiosks.
“We take privacy extremely seriously,” responds MacDonald. “The kiosks connect to our secure electronic health record system, which meets all provincial and federal privacy standards. No health information is stored locally on the kiosks themselves.”
For Indigenous communities on the Island, the shift toward digital healthcare presents both opportunities and challenges. Abegweit First Nation Health Director Mary Peter sees potential benefits but emphasizes the importance of culturally informed implementation.
“Many of our Elders prefer relationship-based healthcare,” Peter explains when I visit her office in Scotchfort. “While younger community members might readily adopt new technologies, we need to ensure our knowledge keepers aren’t left behind in this digital transition.”
To address these concerns, Health PEI has partnered with Indigenous health representatives to develop specific support strategies, including on-site assistance at hospitals during peak hours and the option to add cultural identification to patient profiles through the kiosk system.
What’s particularly striking about PEI’s approach is how it balances technological advancement with community-specific needs. Unlike larger provinces that have sometimes implemented one-size-fits-all digital health solutions, PEI’s smaller scale allows for more responsive adaptation.
As morning turns to afternoon at the QEH, I watch the ebb and flow of patients engaging with both the kiosks and human receptionists. There’s a natural sorting taking place—younger patients gravitating toward the technology while many older visitors prefer familiar faces.
MacDonald sees this as success rather than division. “Healthcare technology should enhance human connection, not replace it,” she says. “We’re learning that the best digital health initiatives create more time and space for the human elements of care that matter most.”
Looking ahead, Health PEI plans to expand the kiosk program to additional healthcare facilities across the island by early 2025. The next phase will include integration with the province’s appointment reminder system, allowing patients to receive text notifications before scheduled visits.
For now, the balance between innovation and tradition continues to evolve. As I prepare to leave the hospital, I notice the elderly woman I saw earlier helping another senior navigate the kiosk—a small but meaningful moment of community adaptation.
In a healthcare system often stretched to its limits, these small efficiencies matter. Whether through touchscreens or human greeters, the goal remains the same: ensuring Islanders can access the care they need with dignity and ease.
