For those who manage an office or clinic, it is important to know how to analyze the performance and compare the results of the company. The best way to do this is through health performance indicators, they can point out which improvements should be made and which practices are obtaining positive results.
KPIs, or performance indicators, are performance gauges using some specific parameters, which vary according to the company or the sector. When done well, they can identify the need for improvement or the maintenance of some aspect – in the health area; they are more focused on the customer and service. Below are the main health performance indicators and how they can improve your results.
Below are the main health performance indicators and how they can improve your results.
Patient return and absenteeism
One of the most important indicators is the rate of return and patient absenteeism. It shows in numbers how many patients canceled the appointment, how many made the return visit, and how many never returned. This index usually demonstrates, in a way, the need for changes. One way to avoid a flight of customers is to invest in training, improve the physical structure, reduce the waiting time at the reception and expedite the issuance of reports. Artificial intelligence is a good ally in these times; it can help identify areas for improvement simply.
New patient index
There are several ways to obtain new patients; it may be through marketing strategies, referral, association with other companies, and consortia, among others. Record the flow of new patients and compare with recruitment campaigns, see when there is a more satisfactory response, and understand the profile of your customers, so it will be possible to direct your efforts on the best strategy.
Having a clinic can mean a lot of costs: personnel, physical space, maintenance, equipment, not to mention taxes and other fees. In order not to have an unpleasant surprise in the future, it is important to organize all present and future commitments to carry out an efficient expenditure management. Identify which habits can be changed to reduce costs, seek partnerships and embrace new technologies for more personalized service. Spending must be in line with the company’s turnover – the more money that goes into the box, the more money will be available for improvements and investments.
Level of satisfaction
Another health performance indicator is the level of customer satisfaction. The patient must fill out a form after the consultation, evaluating issues related to the physical space, time of service in the office, service at the reception, and leave a space for suggestions. This questionnaire can be used to suggest improvements in the service and the environment, being an important KPI when making decisions. Happier customers are easier to retain and often recommend the location to friends and family, who represent potential new patients.
Thus, here are some of the main performance indicators in the health area and how they can help your company to improve results. Its constant monitoring and improvements are essential to win the preference of patients and, with this, become more competitive in the sector, achieving success in the area.