| Overview: This article explores Athena Security’s patient experience technology and how it uses holograms to improve the patient experience in healthcare. It helps hospitals reduce front desk load, streamline check-ins, and offer multilingual, personalized support across departments. |
By 2029, the global medical holography market is expected to reach US$7.11 billion, growing at a remarkable compound annual growth rate (CAGR) of 29%.
This explosive growth signals more than just market momentum. It reflects the dawn of a new era of user experience technology. One where immersive technologies are redefining how healthcare facilities improve patient experiences.
The challenge? Delivering that level of personalization consistently without overextending staff or resources.
That’s where Athena Security’s holographic telepresence technology is beginning to change the game.
Imagine placing a virtual receptionist or security officer right at your hospital’s entrance. As soon as a visitor walks in, the system recognizes their name and delivers customized instructions or welcome messages in real time via the hologram.
Whether it’s greeting patients by name, providing directions, or escalating to a live personnel, the holographic patient services representative transforms what was once a routine check-in into a highly personalized interaction.
But how does it all come together so seamlessly? Let’s take a closer look at how this holographic technology works and what makes it so effective.
How Athena Security’s Patient Experience Technology Works
Athena Security’s patient experience technology is designed to deliver one thing exceptionally well: personalized patient experience at scale.
At the core of this technology is a life-sized holographic projection triggered by proximity sensors or a visitor check-in system. What transforms this projection from a novelty into a powerful patient experience tool is its seamless integration with the hospital’s existing Visitor Management System (VMS).
Through this integration, Athena Telepresence can access real-time data, such as patient names, appointment details, or department destinations. As a result, the moment a patient or caregiver arrives, the system can immediately recognize them and deliver a personalized greeting or instruction, turning what was once a generic check-in into a tailored, welcoming experience.
However, this isn’t just a new-age technology. It’s a scalable solution to improve patient experience in healthcare without adding operational burden on existing patient service representatives.
Here’s how this technology improves the patient experience.
Hologram Projector and Centralized Remote Staffing
A single trained professional can manage multiple entry points remotely. Athena Telepresence projects a fully interactive hologram that is capable of guiding, greeting, and even escalating interactions.
Compared to kiosks or static signage, the hologram offers a human-like presence and warmth, creating trust and engagement from the start.
Live and Pre-Recorded Hologram Customization
Healthcare facilities can deploy real-time live feeds, or AI-triggered pre-recorded videos using real representatives or avatars. The system allows full customization. Talk about a representative’s or a security officer’s appearance, voice, language, and demeanor.
Admins can even customize the system to reflect an institutional tone and evolving patient experience protocols. As procedures change, so can the hologram’s message without retraining or downtime.
Multilingual Messaging and Real-Time Translation for Diverse Visitor Groups
The platform can display real-time translated subtitles in accordance with a visitor’s preferred language, whether during live interaction or through pre-recorded videos. This ensures patients and their caregivers from diverse backgrounds receive clear, culturally sensitive guidance instantly.
AI-Assisted FAQ and Visitor Guidance
The built-in AI assistant handles repetitive queries—such as directions, policies, and appointment information—freeing up hospital staff for more sensitive, human-centric tasks. Patients get fast, consistent support while staff remain focused where they’re needed most.
As Chris Ciabarra, CTO of Athena Security, wrote in this Forbes article titled Why Hospitals Can’t Wait Anymore To Automate Security With AI, “AI doesn’t just automate; it analyzes, learns, and adapts to new challenges.”
When necessary, Athena Telepresence seamlessly escalates the interaction to a live staff member. For instance, check out the video below to see how this works during a secondary screening at a security checkpoint at a hospital:
Operational Metrics and Analytics for Patient Experience Optimization
Every interaction, trigger, and engagement point is tracked and visualized through an intuitive dashboard. Hospitals gain deep insights into visitor flow, staff responsiveness, and interaction patterns.
Additionally, Athena Telepresence offers optional data capture for each visitor—such as phone numbers or driver’s license information—based on hospital preferences. All data is encrypted, and facilities can choose whether to retain it.
The reporting feature works both independently and in conjunction with the hospital’s VMS, allowing seamless integration where desired. This allows smarter resource allocation and a more seamless patient experience.
Athena Security’s patient experience technology delivers what patients need most during moments of vulnerability: clarity, calm, and compassionate support.
And the best part? This isn’t limited to one interaction type or department. Athena Telepresence can be customized for multiple touchpoints across the hospital. Each interaction facilitated serves as an opportunity to improve patient experience through personalization and presence.
Want to see how Athena Telepresence can elevate patient experience across your facility? Book a personalized demo with our team today.
Where Patient Experience Technology Delivers the Biggest Impact
From the moment a patient or visitor arrives until they leave, Athena Telepresence provides hospital staff with numerous opportunities to reduce friction and streamline hospital navigation. It can also deliver tailored experiences based on identity, such as playing personalized videos triggered by a simple driver’s license swipe at the check-in kiosk.
Hospitals can choose to offer unique messages for VIPs while maintaining a consistent experience for all other visitors. This level of customization helps elevate moments of arrival into opportunities for deeper connection and brand distinction.
Here’s what a few personalized touchpoints look like with this patient experience technology.
Pre-Arrival and Parking Areas
Create a calm, guided arrival experience by offering real-time instructions and multilingual greetings before visitors even reach the front desk.
Parking Garage Booths / Valet Drop-Off
- Greet visitors with directions to registration or specialty wings.
- Display estimated walking times or shuttle options.
- Offer safety reminders or valet ticket scanning support.
Main Entrance Reception
- Provide a comforting, personalized greeting triggered by the check-in process.
- Instantly guide visitors to the relevant departments based on their check-in information.
- Escalate to live help if the guest needs mobility assistance or translation.
Emergency Room Entrance
- Give immediate, multilingual orientation to distressed visitors.
- Display wait times or triage instructions.
- De-escalate tension with calm, automated guidance.
Admission and Navigation
Reduce confusion and wait times by personalizing directions and appointment support.
Central Registration Desk
- Assist with check-in validation, ID scan prompts, or insurance document guidance.
- Alert backend staff that a guest is ready to be served.
- Inform visitors of wait times and next steps.
Department-Specific Reception (e.g., Radiology, Oncology)
- Confirm appointment details and direct visitors to the correct zone.
- Share prep info (e.g., fasting instructions for scans).
- Offer calming reassurances in the visitor’s preferred language.
Wayfinding/Help Desks
- Provide real-time turn-by-turn guidance based on department requests.
- Detect hesitancy or lingering visitors and offer help proactively.
- Adjust greetings and instructions based on time of day (e.g., shift changes).
Security Checkpoints or Visitor Screening
- Explain security protocols clearly.
- Greet each visitor by name if integrated with VMS.
- Notify security of skipped steps (evasion detection).
During the Visit
Provide consistent and empathetic communication to families and patients throughout their hospital journey.
Family Waiting Areas (Surgical or ICU)
- Offer updates on procedures or next-of-kin support options.
- Relay visitor restrictions or estimated durations.
- Calm anxious families with empathetic, automated communication.
Elevator Banks or Transition Zones
- Detect lost visitors and offer location-based help.
- Suggest the fastest routes to the next appointments or cafeterias.
Pharmacy Pick-Up Counters
- Pre-explain medication safety guidelines or wait times.
- Provide insurance FAQs or refill options.
Billing and Financial Services Counters
- Explain billing codes, insurance claims, and co-pay details.
- Offer multilingual financial FAQs and direct people to online portals.
Exit and Post-Visit
Make discharges smoother and more reassuring with tailored guidance, final instructions, and accessible feedback collection.
Discharge Lounge or Check-Out Counters
- Summarize the visit and share the discharge checklist.
- Provide pharmacy or home care instructions.
- Guide visitors to transport zones or survey stations.
Lost and Found / General Services
- Log inquiries and offer pick-up hours or procedures.
- Connect live support if item retrieval needs identity verification.
Exit Feedback / Survey Stations
- Trigger survey prompts based on visit type.
- Collect voice or touch responses without physical handling.
- Thank visitors and reinforce the hospital’s commitment to service.
Every corner of your hospital can be a touchpoint for trust. Athena Telepresence ensures no moment is mundane, no visitor feels lost, and no service goes unrecognized.
Ready to implement Athena’s patient experience technology and make every interaction feel personal? Book a live demo today.
Ready to Delight Your Patients? Implement Athena Security’s Patient Experience Technology
The future of patient experience has a face. And it’s holographic. The rise of this technology marks a turning point in how hospitals engage with patients and families. It’s no longer just about treatment. It’s about creating a boutique experience from the first hello to the final discharge.
Athena Security’s patient experience technology is at the forefront of this wave of innovation.
When deployed, your hospital will notice immediate, measurable improvements:
- More confident and comfortable patients thanks to clear, humanlike guidance at every turn.
- Staff freed from repetitive tasks, allowing them to focus on high-touch, high-sensitivity roles.
- A modern, future-ready environment that reflects your facility’s commitment to innovation and care.
This is what the contemporary patient experience looks like. Are you ready to embrace it?
Book a personalized demo today and discover how Athena Security can transform every entrance into a moment of care.
Frequently Asked Questions About Patient Experience Technology
When introducing new patient experience technology in a sensitive environment, it is crucial to gain a thorough understanding of every detail. We have compiled these FAQs to address key concerns around privacy, accessibility, personalization, and staff integration.
However, if your query is not listed here, we would be more than happy to schedule a quick call at 833-928-4362.
What is Patient Experience?
Patient experience refers to the range of interactions patients have with a healthcare facility, including communication, navigation, and emotional support throughout their visit.
What is Patient Experience Technology?
Patient experience technology refers to digital tools and systems designed to enhance the way patients interact with healthcare environments. The primary objective is to improve communication, personalization, navigation, and overall satisfaction throughout their care journey.
Athena Telepresence is an example of such technology that uses holograms to deliver personalized, multilingual, and scalable support.
Can the Hologram Know a Patient’s Name?
Yes. Athena Telepresence can be integrated with your existing visitor management system. The hologram can access check-in data and greet patients by name.
What Languages Does The Hologram support?
The system offers real-time translation and supports multiple languages. Exact language options depend on the configuration.
Can We Update the Hologram Content if Our Policies Change?
Yes. Administrators can update scripts, videos, and interaction logic to reflect new policies or protocols without retraining or downtime.
Does the Hologram Require Extensive Installation or Hardware?
Not at all. Installation is very simple. You need the hologram projection unit, an iPad interface, and a stable internet connection. That’s it. There’s no need for extensive wiring or proprietary hardware, which makes deployment fast, flexible, and cost-effective.
Are Patient Experience Technologies Replacing Human Staff?
No. Sch systems are designed to augment staff functionality by handling repetitive tasks. This primarily allows personnel to focus on sensitive, high-value interactions.
Can Patients Opt Out of Interacting With The Hologram or Request a Human Assistant Instead?
Yes. Athena telepresence is designed to escalate interactions to a live, in-person officer when needed.
How Do You Ensure Accessibility for Patients With Visual or Hearing Impairments?
Athena Telepresence is designed with inclusivity in mind. For visitors with hearing impairments, the system displays clear, real-time subtitles directly on the screen. For those with visual impairments, the hologram delivers all messages through audio.
How Does Athena Telepresence Help Hospitals Better Understand Patient Sentiment and Behavior?
Athena Telepresence captures more than just operational data. It provides insight into how patients feel during their visit.
All visitor interactions, including questions asked, are recorded and analyzed. Optional features, such as voice detection and photo capture, enable hospitals to assess emotional states and engagement levels in real time. This helps facilities understand whether patients are satisfied, confused, or frustrated, and adjust services accordingly.
Want us to discuss your requirements and help implement this new-age patient experience technology? Book a free demo here.