Patient turnaround time is important to clients. Forty-five minutes in and out is the standard. The following metrics are used by occupational health programs across the country for providers and staff.
Quality Metrics:
- Identify your standards and what your compliance with standards should be.
- The patient’s length of stay in the clinic for occupational health is 45 minutes.
- Patient wait times are not to exceed 10 minutes before processing.
- Phone calls are responded to within three rings.
- Answer calls at 95% of received.
- Respond to complaints the same day with a written letter in two days to address enhancements.
- Performance expectations include a high level of competency and customer service.
- Quarterly staff performance reviews
- Ongoing competency review
- Monitor customer service via patient satisfaction surveys and peer review
Finance Standards:
- Accounts receivables of 45 days
- WC bills out within three days
- Employer billing out in end-of-month format
- Identify whether your market share complies with projections.
- Maintain a minimal profit margin of 15% across all aggregated product lines.
- Annual cost analysis to reflect appropriate charges are above cost by 15%.
- Sales growth is 3% or better per year.
Treatment Standards:
- Identify your top five diagnoses and have standards of care with metrics to address
- Number of provider visits
- Number of lost workdays
- Number of temporary alternate days
- Functional ability outcomes
- Same job, same shift, same employer
Customer Service:
- Patient satisfaction survey response at 85%
- On a scale of one being poor and five being outstanding, you maintain a 4.5 or better
- Client company satisfaction survey responses at 85%
- On a scale of one being poor and five being outstanding, you maintain a 4.5 or better
- Client retention is set at 95%
- Client testimonies are the foundation of marketing, so they are utilized for each of your product lines annually in your marketing campaign
