What KPIs Should a Doctor’s Office Track?

A doctor’s office can use KPIs to monitor operational, financial, patient-access and provider-performance trends.

Common categories include:

Patient KPIs: patient volume, new patients and completed visits.

Scheduling KPIs: appointment utilization, cancellation rate, no-show rate and rescheduling activity.

Referral KPIs: referrals received, referral sources, scheduled referrals and referral conversion.

Financial KPIs: charges, payments, collections and outstanding balances.

Billing KPIs: claims submitted, denials, unresolved claims and payment posting activity.

Accounts receivable KPIs: outstanding balances by aging category and follow-up status.

Provider KPIs: visit volume, appointment utilization and other productivity measures appropriate to the practice.

Quality KPIs: applicable clinical quality measures and reporting completion.

A KPI should have a clear definition. For example, a practice should define exactly what it means by a completed referral or a no-show before comparing monthly results.

The purpose of KPIs is not to create more administrative work. A focused dashboard should make important practice information easier to understand.