Management Reporting for Healthcare Organizations in 2022: The Best Metrics

In today’s world, a private clinic is not only a place where patients are treated and kept healthy, it is also a full–fledged business.

In order to continue to work, provide high-quality services and help make people’s lives better, clinicians need to maintain profitability and efficiency.

Both of these parameters are not possible without competent management, well-established methodology, regular reporting and constant monitoring.

Today we will look at the best metrics for monitoring processes and building useful reports within health services.

Why Does a Clinic Need Healthcare Management?

Before moving on to the indicators themselves, let’s discuss why the clinic should implement workflow monitoring and reporting.

Without data, we can only speculate about hospital management. The reports give a clear understanding of what is profitable, what is not, in which departments the work is fine-tuned, and where processes should be reviewed.

Clinic management cannot construct a successful long-term strategy based on guesses, since there are no reference points and no evidence-based tools for evaluating progress.

#1. To control risk management

Prevention is beter than cure.

The same is true for the work of the healthcare system. It is advisable to prevent any risks, or deal with them as early as possible. Benchmarking and reports will not give you immunity from risks. However, they will help you notice them earlier and reduce negative consequences, as well as increase the quality of care.

#2. To follow the trends

Not knowing what is popular now, what case studies are gaining momentum, and departments are growing faster than anyone, the clinic will not be able to connect in time. It will not be able to make the most of the situation.

It is easy to miss the surge of interest in certain healthcare sectors if you do not track and analyze incoming requests and appointments. Without knowing it, the clinic will not set up a cost-effective advertising campaign and will not attract doctors for additional shifts to process the incoming flow. As a result, some patients will never know about you and will not come. You will have to refuse some of them, since there will be no free reception time.

#3. To welcome changes

Any effective practices require constant improvement. What worked yesterday won’t necessarily work today. In order to provide the best service to patients, the clinic must be periodically updated and corrected to maintain the quality level. To understand where to start and what requires prompt intervention, clinics use an extensive network of metrics, monitoring and strategic planning, covering all areas of activity.

A medical organization in which processes and results are monitored is more competitive, shows itself better in unforeseen situations, and easily maintains a high level of patient care.

The Metrics You Should Implement

Now that we have found out why clinics need to monitor their management practices, let’s move on to the metrics that each stakeholder in a medical institution should implement.

#1. Average patient waiting time

This metric will show how much time passes between a patient registration and getting to the doctor’s office. It is very critical that patients do not wait for a long time until a specialist is available, as this affects their satisfaction with the clinic. Remember, the longer a patient waits, the less favorable patient outcomes are.

In addition, the more patients a clinic can serve per day, the higher the profitability. Quality and the personalized approach of staff members will always play a significant role. However, without the optimal number of patients admitted per day, the clinic will cease to exist.

#2. Number of appointments cancellations

This healthcare metric, along with the number of no-shows, indicates the ratio of all patient visits to the clinic to canceled or failed.

Each clinic sets an acceptable number independently, but it is important that it tends to zero. The indicator will help you notice a negative trend, analyze it in time, and take actions to improve health policy.

#3. Average cost per visit

With this metric, the clinic will be able to honestly look at its current state of affairs. It does not matter that one appointment costs a patient 100 dollars, if 75 of those dollars go to cover expenses.

Here we are talking about the total costs of the clinic for each patient:

  • Rental price
  • The work of clinical staff
  • Consumables
  • Special equipment

It is important to calculate and adhere to the optimal amount, not too low so that you need to save, but also not too high. The clinical practice should remain profitable.

Modern health technology, like practice management software (PMS) combines all aspects of health services research and also stores all financial transactions in a single place. This makes it quite easy to calculate how much each visit costs the clinic.

#4. Average cheque for an appointment

Including the average cost of the patient’s visit to the clinic can complete the picture and show the real profitability of the clinic.

This healthcare KPI is important not only for operational control (whether the clinic brings money), but also for strategic analysis and planning. If you count the average check in all directions, you can easily make up practice guidelines, determine what brings the most revenue and redistribute advertising and other budgets accordingly.

A clinic may want to increase the average check, but it is important to remain ethical and not overdo it. It is critical to offer clients the procedures that are necessary for them (such as chronic disease treatment, or allergy treatment), and not to rush for profits.

#5. Patient Satisfaction

Clinics can count this indicator depending on the feedback format they use.

With the help of CRM functions for a medical center, you can automate the collection of feedback and turn it into simple reports. In order for any clinic to succeed, it must monitor how satisfied its patients are and increase the average value.

Having detailed information about each patient in the CRM for the clinic, marketers will be able to deal with cases of dissatisfaction with clinical outcomes in more detail. They will be able to take the necessary actions and set up individual communication to correct the situation.

Respondents must be given the opportunity to express their opinions during the survey, to correct errors, and to keep what works perfectly.

#6. Staff turnover

If your clinic is very small, then this initiative may not play a special role. If we are talking about larger medical providers, especially a network, then we need to pay more attention to staff turnover.

A large percentage of staff turnover can mean several things:

  • The health system is not working properly. Some offices lack equipment, an electronic medical card is not in place, and finding a paper one takes time. Your doctor may not be able to rest for days without an appointment or vice versa.
  • Salary levels do not match market levels. Employees very quickly realize that they are underpaid, don’t get enough incentives and tend to change their place of work as soon as they gain experience or pick up a good option.
  • There are problems with the management. There is a claim that people do not quit companies, but leave managers. If employees do not linger in the team, it may be worth taking a closer look at the situation.

Searching, hiring, training takes a lot of time, effort, and money. If we are talking about the care delivery by experienced doctors, then, as a rule, some patients leave for them. Thus, a high turnover rate has a long-term negative impact on the clinic.

#7. Repeated requests for the same problems

In our article today, we cover the repeated complaints of patients with the same complaints. This indicator will help the clinic maintain high quality health outcomes.

It should be considered in conjunction with other indicators, because sometimes patients do not follow recommendations, for example on diet. Consequently, repeated appeals are a consequence of their irresponsible behavior and poor decision-making.

Nevertheless, if you notice that numerous patients are supposedly untreated, and are forced to return to the clinic again, then this is an occasion to take a closer look at diagnoses and treatment methods.

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