Thank you for expressing interest in our new Performance dashboard! We’re glad that you are interacting with this new feature we are offering to you, I hope you are finding these insights helpful in getting the most out of the Opencare platform. Please find some additional support in relation to how these metrics are calculated below.
Average Response Time
Your response time is measured from the patient perspective, so from the second a message has been sent by a patient the clock starts ticking and therefore does include out of office hours in this calculation. As a patient may or may not be aware of your operating hours and will still be expecting a reply, we believe it is best practice to let them know how long they can expect to wait for a reply.
Please note that a reply will be classed as you calling or messaging the patient, including providing slots to reschedule (but not including automated responses sent by Opencare), as well as leaving a staff note in the patient’s chat window.
To be in the green category you will need to average 0-8 hours on average, you will be in the orange with an average of 8.01-15 hours and you will be in the red category if you average 15 hours or more to respond.
Average Response Rate
Your response rate is calculated as the total appointments that you have responded to divided by all requested appointments. A response is classified the same as above for response time.
To be in the green category you will need to respond to 92-100% of your appointments, you will be in the orange with 75-91% and you will be in the red category if you respond to under 75% of all appointments.
PRACTICE: Performance - Your Schedule Rate
Your schedule rate calculated as the total requested appointments you are able to schedule divided by the total of all requested appointments.
To be in the green category you will be required to schedule 84-100% of requested appointments, you will be in the orange with an average of 67-83% and you will be in the red if you schedule under 67% of all requested appointments.
Your Attendance Rate
Your attendance rate is calculated as the total scheduled appointments that have been verified as Showed Up on the Opencare Prime Page divided by all Scheduled Appointments that were verified as Showed Up and No Show.
To be in the green category you will have completed 87-100% of your scheduled appointments, you will be in the orange category if you complete 74-86% of these appointments and you will be in the red category if under 74% of scheduled patients attend their appointments.
Our Product team is always looking for feedback on how to improve our features, so let us know if you have any suggestions!