Clinic key performance indicators (KPIs)

Definition

Clinic key performance indicators (KPIs) are numbers with a defined formula and measurement period that show how close a clinic is to its goals, such as first response time, quote acceptance rate and no-show rate.

What does a good indicator look like?

A good indicator has three things: an unambiguous formula, an owner and a decision to take when you look at it. “More enquiries” can be a goal but is not an indicator by itself; enquiries by source, and how many of them turn into treatment, are.

Choose few indicators, write the definition once and measure the same way each period. Compare results with your own past, not with other people’s rates. For which indicators work for clinics and their formulas see the guide.

Reports, last 30 days: cases opened, won and lost, the journey funnel, response times, quotes and payments per currency, appointments, arrivals and aftercare. — Reports: the indicators on one screen.Real product screen · fictional sample data

Related reading

GlossaryFirst response timeFirst response time is how long it takes the team to reach someone for the first time after their enquiry arrives. It is one of the clearest measures of how well enquiries are handled.
GlossaryConversion rateConversion rate is the share of enquiries in a given period that turn into treatment or a sale. It can also be measured for each stage of the pipeline, such as from quote to acceptance.
GlossaryNo-showA no-show is a patient who misses an appointment without cancelling or letting the clinic know. The empty slot is lost income and time that could have gone to another patient.
Guides7 min readWhich numbers should clinic management track? Formulas and report routineNine numbers are the most useful for a clinic: enquiry count, spread by source, first response time, conversion from enquiry to quote and from quote to acceptance, average treatment value, no-show rate, collections and aftercare response rate. Each formula is simple; the real work is measuring the same way every month and reading a number by source and service rather than alone. Look at your own clinic’s trend, not at somebody else’s rate.

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