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.
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.
Bronze - Take longer than 6 hours to respond to new patient requests
Silver - Take between 2 and 6 hours to respond to new patient requests
Gold - Take under 2 hours to respond to new patient requests
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.
Bronze - Reply to less than 95% of your patient requests
Silver - Reply to 95-99% of your patient requests
Gold - Reply to 100% of your patient's requests
Your schedule rate calculated as the total requested appointments you are able to schedule divided by the total of all requested appointments.
Bronze - Schedule less than 65% of your requested appointments
Silver - Schedule between 65-74% of your requested appointments
Gold - Schedule 75% or more of your requested appointments
This badge is awarded based on your ratings from reviews received through the Opencare platform. Please note, when I say approved reviews, we have an internal process that ensures that when a review is provided we verify the review is relevant to an appointment completed through Opencare and that the content of the review is relevant to the experience held at the practice only. For example, a review that discusses the use of the Opencare platform would not impact your score. Approved reviews are those that you see on your Performance Dashboard, these are also the reviews patients can see when you appear in search results.
Bronze - Score under 4.85 from approved patient reviews
Silver - Score 4.85-4.94 from approved patient reviews
Gold - Score 4.95 or higher from approved patient reviews
Should you have issues with your performance dashboard, kindly reach us at firstname.lastname@example.org - Have your Practice name and office phone number ready with the complete details of your concern so we can get things resolved for you! Our Product team is always looking for feedback on how to improve our features, so let us know if you have any suggestions!