KPI Checklist
Telehealth in the contemporary world leverages technology to provide medical services remotely. Effective services can be achieved when the key performance indicators are understood and followed. The management board of the telehealth service providers must use the provided KPI to improve the services. The top ten KPIs below show the expectation that must be achieved through telehealth services. They are presented as questions that must be answered positively. If the answer is negative, then it means that some changes and improvements must be made to improve the services.
- How is the encounter matrix during a virtual patient-doctor meeting?
- What are the patient satisfaction score and retention rate for the service offered?
- What are the charges and revenue of the service rendered?
- What is the average cost for every virtual visit?
- What are the quality of the follow-up and remote monitoring of the service provided?
- What is the denial rate by insurers and other payers?
- What is the no-show and cancellation rate?
- What is the average wait time for patients?
- What is the average consultation time for every virtual visit?
- Are the following and third available appointments guaranteed at the patient’s convenience?
The program directors must ensure that all the stated performance indicators are met by creating a checklist to be filled based on the evidence. If any of the KPIs is not achieved, it might significantly impact the operations and profitability of the service offered. Therefore, constant evaluation based on the KPIs is essential to ensure that the program’s operations are always in line with them.
Quality Urgent Care Evaluation Using the KPIs
Quality urgent care is performing well in some KPIs but failing in some based on the evaluation. The encounter matrix is positive as the family-owned business treats all patients as a family, making their encounters life-changing. The program has a feedback mechanism to collect customer feedback and the rate of return from clients. It performs better on the second KPI, as 90% of the clients who started using the service returned for other services (Chuo et al., 2019). The charges are fair, and the revenue collected is above $5 million annually, making it a successful venture in Texas and ensuring sustainability (Haydon et al., 2021). The increased revenue symbolizes growth in the positive direction
The program excels in remote monitoring and makes home visits to treat patients at the convenience of their homes. The remote monitoring and home visits make the program excellent and help retain patients. The average cost of the visits is fair, the program is customer friendly, and the patients have several payment options at their convenience. The transaction with the insurance services has been effective, and the denial rate has only been 3%, while the cancellation and no-show rate was 2% (Wang et al., 2022). The lower cancellation and denial rate means that the program operates well with the insurance companies and the patients when making appointments and changing the services rendered.
The average wait time for the patients is minimal as it has invested in online avatars, which keeps interrogating the patient before the next doctor is available to take up the case. The reduced waiting time makes the program effective as patients feel the doctors value their life. Further, the average consultation time is about 15 minutes, during which a patient has a candid discussion with the medical professional to take care of the exact needs (Haydon et al., 2021). The following and third available appointments are always guaranteed, and the people are accepted with love and care like a family.
Reflection
The evaluation of the program using the ten KPIs changed my personal views about the program. Initially, Quality urgent care appeared to be like any other telemedicine program. However, the evaluation deepened my understanding of the program and understated it from four prongs, revenue, satisfaction, experience, and technology. Family values and advanced technology make the services accessible and the patient experience better. The revenue collection in the program and its relationship with the insurance company makes it a well-rounded business where both the patients and insurers are happy, as evidenced by the lower denial and absence rate (Halpren-Ruder et al., 2019). The love, care, affection, and passion increase customer experience, and the patients always have a strong connection with the patients and the feedback mechanism, making it a better program. Therefore, it is highly recommended and likely to thrive in the competitive telemedicine field.
Suggested SMART Goal
By the end of the year, the program must have attained 100% patient retention by improving their engagement, satisfaction, and cost of care. The goal can easily be attained by ensuring that a regular evaluation using the KPI is done and corrections and improvements made to improve performance. The goal must be presented to the staff members to ensure that all interaction with patients is made memorable to increase subsequent visits. Satisfied customers are always an asset to a business organization, as their recommendations to other patients will likely improve sales.
References
Chuo, J., Chandler, A., & Lorch, S. (2021). I am evaluating neonatal telehealth programs using the STEM framework. In Seminars in Perinatology (Vol. 45, No. 5, p. 151429). WB Saunders. Web.
Halpren-Ruder, D., Chang, A. M., Hollander, J. E., & Shah, A. (2019). Quality assurance in telehealth: adherence to evidence-based indicators. Telemedicine and e-Health, 25(7), 599-603. Web.
Haydon, H. M., Caffery, L. J., Snoswell, C. L., Thomas, E. E., Taylor, M., Budge, M.,… & Smith, A. C. (2021). Optimizing specialist geriatric medicine services by telehealth. Journal of Telemedicine and Telecare, 27(10), 674–679. Web.
Wang, Z., Yan, W., Lu, Y., Song, K., Shen, H., Wang, Y., & Feng, S. (2022). Effect of combining conventional and telehealth methods on managing peritoneal dialysis patients: A retrospective single-center study. International Journal of Clinical Practice, 2022. Web.