Operational Performance

Overview

This dashboard integrates metrics from across the organization, delivering an in-depth analysis of performance across diverse operational areas for a holistic view of efficiency and effectiveness.

Metric Definitions

• Patient Volume:

  • Active Roster Patients - Consumers who are active on the current payer roster and who's person_type = "member".

  • Non-Roster Patients - Consumers who had a fee-for-service visit in the last 12 months, and were not on a roster at the time of the visit. They have a person_type of "patient".

  • FFS Patient - Reporting Month - Non-Roster Patients who's visit was in the current reporting month. They have a yearmo_span_logic = "actual".

  • FFS Patient - Derived - Non-Roster Patients who's visit was within the last 2-11 rolling months. They have a yearmo_span_logic = "derived".

• Attribution:

  • Attributed Roster Patients - Active roster patients who qualified for a panel, and were assigned to a provider and facility during the most recent attribution processing run.

  • Unattributed Roster Patients - Active roster patients who qualified for a panel, but were not assigned to a provider during the attribution processing run.

• Seen Rates:

  • Seen Rate - The percentage of consumers who have been seen during a specific timeframe and for specific visit types, known as the Seen Rate Basis.

  • Seen Rate Basis - The basis used to calculate seen rates. It consists of two parts:

    • Timeframe - The timeframe can be relative (i.e., this calendar year, last 12 months) or static (i.e., 2024, 2024Q4).

    • Visit Type - The visit type generally includes primary care visits only, but can also include urgent care visits as needed.

• Total Visits - the distinct count of appointment_id.

• Wait Times:

  • Average PCP Visit Time - The average of the total cycle time in minutes from check-in to check-out for primary care visits.

  • Wait Time - The lag time in minutes between each step during the visit.

    • Manged Table Dependency: Sanitas Wait Times

• Capacity & Productivity:

  • Installed Capacity - The total monthly capacity of the exam rooms dedicated to PCP visits.

    • Provider Directory Dependency: Configure Facility>Properties>Custom Attribute>Primary Care Exam Rooms Value

  • Current Capacity - The total monthly capacity of the exam rooms dedicated to PCP visits based on the current number of active providers.

    • Provider Directory Dependency: Configure Provider>Properties>Custom Attribute>Daily Visit Target Value

    • Provider Directory Dependency: Configure Provider>Properties>Custom Attribute>Target Patient Appointments Per Week Value

  • Total Opened Slots - The sum of the daily opened slots for each provider.

  • Total Target Slots - The sum of the daily target slots for each provider.

    • Provider Directory Dependency: Configure Provider>Properties>Custom Attribute>Daily Visit Target Value

  • Provider Capacity - The total opened slots vs the total target slots.

  • Total Fulfilled Slots - The sum of the total daily checkout visits

  • Valid Target Slots - The sum of the daily target slots for each provider on days where the provider had one or more checkout visits.

• No Show Rate - The percent of slots with a status of No Show vs the total slots available for the given time period.

• Cancellation Rate - The percent of slots with a status of Cancellation vs the total slots available for the given time period.

• Reschedule Rate - The percent of slots with a status of Rescheduled vs the total slots available for the given time period.

Tabs Overview

Executive Summary

Provides a high-level summary across the organization.

Metrics included are:

• Active Roser Patients

• YTD Roster Patient Trends

• Non-roster Patients

• YTD Non-roster Patient Trends

• Active Roster Patients by Attribution Status

• Assigned Roster Patients

• Unassigned Roster Patients

• Chronic Seen Rate

• Medicare Seen Rate

• myBlue Seen Rate

• ACA Seen Rate

• Commercial APO Seen Rate

• Employer Seen Rate

• YTD NPS

• Complaint Ratio

• NPS Trend

• YTD Encounters

• YTD Encounters by Appt Category

• Year over Year Encounter Trends

• YTD Imaging Procedures

• YTD Imaging Procedures by Procedure Group

• YTD Imaging Procedure Trends

• Average Primary Care Visit Time

• YTD Primary Care Visit Time Trend

• Time Spent with MA

• Wait Time in Exam Room

• Wait Time in Lobby

• Time Spent with Provider

• Wait Time to Check Out

• YTD PCP Appt Change Impacts

• YTD PCP Appt Change Trends

• Facility Capacity

• PCP Capacity & Productivity

• Third Next Facility Availability by Region

Patient Volume

Measures actual vs forecasted roster patient growth, and provides patient volume trends for both roster and non-roster patients.

Metrics included are:

• Active Roster Patients

• Roster Patient Trend

• Non-Roster Patients

• Non-Roster Patient Trend

• Patient Volume Trend

• YTD Patient Volume by Patient Type

• YTD Patient Volume by Region

• YTD Patient Volume by Market Segment

• YTD Patient Volume Details

Attribution & Seen Rates

Provides growth, attribution and seen rate metrics across various user-controlled dimensions.

Metrics included are:

• Assigned Roster Patients

• Unassigned Roster Patients

• Assigned Patients by Region

• Assigned Patients by Panel

• Assigned Patients by Region and Panel

• Assigned Patients by Panel

• Assigned Patients by Region, County, Facility, Provider, and Market Segment

• Seen Rate (Chronic, Medicare, MyBlue, Individual ACA, Commercial APO, Employer)

• Seen Rates by Region

• Seen Rates by Health Status

• Seen Rates by Market Segment

• Seen Rates by Facility and Health Status

• Florida Blue QAPX Seen Rates

Patient Experience

Includes NPS, Patient Experience and Complaint metrics to quantify patient satisfaction.

Metrics included are:

• NPS

• NPS Trend

• Satisfaction Index

• Patient Experience Trend

• Patient Experience Details by Service Line and Visit Date

• Patient Experience Details by Region and Visit Date

• Patient Experience Details by Facility and Visit Date

• Patient Experience Details by Provider and Visit Date

Complaints Summary

Metrics included are:

• YTD (per 1000 visits)

• Trend of Complaints by Channel

• Trend of Complaints Ratio (per 1000 visits)

• Complaints by Category

• Complaints by Subcategory

• Complaints Summary

• Complaints by Location by Main Cause

• Complaints Summary - Complaints Ratio by Location

• Complaints by Service Line

• Complaints by Location

• Complaint Categorization Details

Encounters

Provides detailed visit counts from the eCW across various dimensions and timeframes, as well as imaging counts from ARS.

Metrics included are:

• Checkout Visit Trend

• Completed Visits by Appointment Category

• Completed Visits by Region

• Completed Visits by Facility

• Completed Visits by Provider

• Completed Visits by Region, Facility, Provider, Appointment Category and Appointment Type

Imaging

Metrics included are:

• X-Ray

• Ultrasound & Echocardiogram

• Mammogram

• CT & CAT Scan

• Bone Density

• Studies by Procedure Group

• Amount Charged by Procedure Group

• Imaging Stats by Procedure Group

• Studies by Region

• Amount Charged by Region

• Imaging Stats by Region

• Studies by Facility

• Amount Charged by Facility

• Imaging Stats by Facility

• Imaging Details

Wait Times

Measures average visit and wait times for fulfilled Primary Care, Urgent Care, Telehealth, Labwork and Imaging appointments.

Metrics included are:

• Visits < 60 minutes

• Visits < 60 minutes by Month

• Visits Time Trend

• Visit Time Details by Provider and Date

• Wait Time Trends

• Wait Time in Lobby

• Time Spent with MA

• Wait Time in Exam Room

• Time Spent with Provider

• Wait Time to Checkout

• Wait Time Details by Step and Date

• Wait Time Details by Provider and Step

Appt Availability

Metrics included are:

• Third Next Facility Availability by Region

• Third Next Facility Availability by Facility

• Third Next Provider Availability

• PCP Appointment Availability - Next 4 Weeks

Productivity

Metrics included are:

• Facility Capacity

  • Max PCP Facility Capacity

  • PCP Staff Capacity

• PCP Capacity & Productivity

  • PCP Capacity Trend

  • PCP Productivity Trend

  • PCP Capacity

  • PCP Productivity

• Nutritionist Capacity & Productivity

  • Nutritionist Capacity & Productivity

• Cancellation, No Show & Reschedule Rates

  • PCP Appointment Change Trends

  • PCP Appointment Change Impacts

Exam Rooms

Contains exam room counts by Primary Care, Urgent Care and Virtual Care.

Metrics included are:

• Exam Rooms by Region

• Exam Room Details by Region

• Exam Room Details by Region and Facility

Referrals

Provides detailed analysis of referrals.

Metrics included are:

• Referrals by Status

• Referral Status

• Referral Status Trend

• Referred From by Region

• Referred From Region

• Referred From by Specialty

• Referred From Specialty

• Referred To by Specialty

• Referred To Specialty

• Referrals by State, Region, Facility, Provider, Status and Date

• Referral Details

Unassigned Labs

Metrics included are:

• Unassigned Labs

• Unassigned Labs by Status

• Unassigned Labs by Facility, Status and Date