Formulas for Detailed Appt Book Stats
Abstract
The Detailed Appointment Book Statistics Report shows a number of figures that
are calculated. Without a knowledge of the formulas used, these figures
may appear to be wrong or misleading. This knowledgebase article explains
the formulas used to calculate the values.
Underlying challenge
A number of statistical measures are used to assess office performance. The exact formulas for the various values displayed in the Detailed Appointment
Book Statistics Report (and their explanation and usage) are described below.
Resolution
Booked
This value is a count of the appointments that were created more than 24 hours
before they were due to occur.
Booked Same Day
This value is a count of the appointments that were created less than (or equal
to) 24 hours before were due to occur, but more than 30 minutes before they were
due to occur.
Walk Ins
This value is a count of the appointments that were created less then 30 minutes
before they were due to occur.
Total Booked
This value is the total of Booked + Booked Same Day + Walk Ins
Seen
This value is a count of the number of appointments with a status of 'Completed'.
This status can be easily checked on the Visit Notes window. Completed
appointments are represented by a tick icon.
% Seen
This value is the number of appointments seen divided by the Total Booked.
Changed During Shift
This value is the number of appointments with a status of 'Changed' where the
appointment was changed since the last cash up. This status can be easily
checked on the Visit Notes window. Changed appointments are represented by
an umbreall icon.
Changed Earlier
This value is the number of appointments with a status of 'Changed' where the
appointment was changed before the last cash up.
Cancelled
This value is the number of appointments with a status of 'Cancelled'.
Missed
This value is the number of appointments with a status of 'Missed' or 'Next' less
the number of appointments that qualify as 'Missed & Rebooked'. These
statii can be checked easily on the Visit Notes window. Missed
appointments have an unhappy face icon, and Next appointments have a pencil
icon.
Missed & Rebooked
This value is the number of appointments with a status of 'Missed' or 'Next'
where there is some other future appointment created today.
Broken Appts
This value is the total number of appointments changed or cancelled since the
last cash-up regardless of whether they were appointments that should have
occured during the shift.
Operator Effectiveness Rating
This rating measures the number of appointments created against the number of
appointments processed. If the operator created as many appointments as
were processed, the value will be 100%. If the operator created more
appointments, the value will be above 100%.
Detailed Information
How to use the Detailed Appointment Book Statistics
The detailed statistics are designed to help a practice manager target specific
areas where office procedures are failing. This could be as a result of
the procedure being inadequate, or as a result of staff failing to follow the
procedure. Capable 21C does not attempt to distinguish which.
In particular, it should be noted that looking at the detailed stats for a single
shift in isolation is unlikely to yield useful results. For example, if a
client/patient on a lengthy schedule of care cancels all future appointments,
this will produce a large number of cancellations for that shift - effectively
skewing the numbers (and the Operator Effectiveness Rating).
The following notes are suggested causes for exceptional numbers in columns of
interest:
% Seen
This value should be as close to 100% as possible. If it is consistently
below 97%, it indicates that a staff member is making it too easy for
patients/clients to change, cancel or miss their appointments. This is an
overall indicator, and does not target the specific cause.
Changed Earlier
This figure is present to indicate if patients/clients are altering their
appointments before the shift starts. It indicates that the
patients/clients are showing the courtesy to call the office (a good thing), and
also suggests no fault of the operator responsible for the current shift.
Changed During Shift
This figure suggests that either the script/dialog used by operators is
ineffective or not being used.
Cancelled
This figure indicates the appointments where the patient/client has called in
advance to cancel their visit. It indicates that the patients/clients are
showing the courtesy to call the office, and whilst it is a negative indicator,
it is much better than 'Missed' (see below).
Missed & Rebooked
This figure indicates the scenario where a patient/client misses their
appointment, and has not bothered to call the office. It suggests that an
operator has called the patient/client and rebooked them for another time.
It is important to note that this is a positive indicator for the operator, and
tends to reflect on the patient/client's attitude towards their health care.
It is possible to draw conclusions about the level of education patients/clients
are receiving if this figure is high.
Missed
This figure is the strongest negative indicator. Not only did the
patient/client miss their appointment, they did not bother to call the office,
and either the operator failed to follow up - or followed up and was
unsuccessful. It suggests a level of disrespect towards the clinic's time,
and a poor level of education.
Broken Appts
This figure is most useful for offices that prebook many schedules. It
indicates overall schedule compliance.
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