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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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