1. Category: Appointment Scheduling & Registration Process
Measure: Wait time (days) for next available
a. new visit (by clinic and physician)
b. test
c. procedure
2. Category: Appointment Scheduling & Registration Process
Measure: Provider bumped appointment rates (cancellation and reappointment rate by provider/clinic).
Definition: Scheduled appointment on IDX cancelled, or moved, by provider with less than 22 days notice.
3. Category: Clinic Processes – Visit time
Measure: Average visit, test, or procedure time (Checkout Time lag).
Definition: Data regarding scheduled time, check-in time, scheduled visit duration, and check-out time will be analyzed to determine “standards” and significant deviation from those standards.
4. Category: Telecommunications
Measure: Percentage of non-abandoned calls answered in 30 seconds and average answer time by time of day and day of week.
Definition: Percentage of calls answered by a live agent within 30 seconds after any initial recorded message is completed.
5. Category: Telecommunications
Measure: a. Call processing abandonment rate
Definition: The percentage of callers that “abandon” or hang up before they have entered an ACD queue.
Rule Development: NCQA standard is abandonment of 5% or calls or less.
Measure: b. ACD abandonment rate
Definition: The percentage of callers that “abandon” or hang up after navigating initial call processing and are waiting in an ACD queue.
Rule Development: NCQA standard is abandonment of 5% or calls or less.
6. Category: Volume/Productivity
Measure: New patients per provider (physician/module or unit/division/dept) per defined unit (4-hour clinic sessions/month/quarter).
Definition: New patient can be:
a. new to provider
b. new to practice
7. Category: Volume/Productivity
Measure: Total patient volume per room, per provider, per session
(new patient to provider & follow-up with provider).
8. Category: Volume/Productivity
Measure: Medicare “relative value units”.
9. Category: Volume/Productivity
Measure: Visits per FTE.
10. Category: Financial
Measure: Percent of invoices failing edit screen, requiring rework by clinic or department.
11. Category: Financial
Measure: Percent of invoices paid correctly after 1st submission to payer.
12. Category: Financial
Measure: Timely submission of invoices.
13. Category: Financial
Measure: Days in accounts receivable.
14. Category: Financial
Measure: Reimbursement rates.