KPIs for Healthcare Clinics
These are the administrative and financial KPIs a clinic or practice tracks for access, throughput and billing. They cover how the practice is run, not clinical outcomes.
The KPIs to track
Appointment no-show rate
Appointments where the patient did not attend divided by appointments booked.
Appointment utilisation
Booked and attended appointment time divided by the time available in the schedule.
Average patient wait time
The average time between a patient's scheduled time or arrival and being seen.
Revenue per visit
Total revenue divided by the number of patient visits in the period.
Days in accounts receivable
Outstanding receivables divided by average daily revenue, showing how long it takes to be paid.
Claim denial rate
Claims rejected by payers divided by claims submitted.
New patient volume
The number of patients seen for the first time in the period.
Customer Satisfaction Score (CSAT)
CSAT is the percentage of customers who rate an interaction as satisfied, usually 4 or 5 on a five-point scale.
Formula and SQL query on the Customer Satisfaction Score (CSAT) page.
Where the data usually lives
A practice management system, an appointment scheduler, a billing or claims system and patient feedback surveys. Patient-identifiable data needs appropriate access controls.
Measurement mistakes to avoid
- Cancelled and rescheduled appointments need a rule, or no-show rate is not comparable between clinics.
- Visit-level data can contain personal information; analyse aggregated or de-identified data where you can.
- Revenue per visit mixes service types; compare within the same type of visit.
Questions to ask your data
You can type these as plain questions. SchemaChat turns each one into SQL against your connected database or uploaded file, runs it, and shows the SQL and the figures it used so you can check the answer before you share it. Check that the result matches how your business defines each KPI.
- What is the no-show rate by clinician and weekday?
- How full is each clinician's schedule next month?
- What share of claims were denied and why?
- How long do patients wait on average by clinic?