Table 1.

Key Performance Measures in Ambulatory Care

Access to Care Appointment availability; for example, next vs 2nd or 3rd available Bumped/rescheduled appointment rate No show appointment rate Wait time Exam room Waiting room Cancellation rate Referral request turnaround

Utilization and Productivity Space/Exam room utilization Visits per exam room Number of specialty referrals Number of ED visits Number of visits conforming to CPT codes Staff mix per visit Staff turnover rate

Financial Operations Charge timeliness and accuracy Charge lag Co-payment and cash collection rate Rejection/Denial rate Accounts receivable days

Quality and Service Patient satisfaction

Staff satisfaction PI projects; site specific Sedation outcomes

Insurance/registration accuracy Total visit volume New patient Urgent/walk-in visits % change to prior year visit variance to budget Total direct cost per visit Revenue and expense per visit Billing timeliness and accuracy Billing lag

Immunization rates Diabetes compliance Hgb A1C Annual eye exams Foot care Point of care testing compliance Population-specific guidelines, e.g. CHF, COPD, CF Prevention of tobacco use

Consult request turnaround Availability of urgent or walk-in appointments Telephone access Abandonment rate Average time before answered Total number of calls by agent Response time for clinical triage

Support staff FTEs per MD Expenses per visit Relative Value Units (RVUs) RVUs per visit Total RVUs RVUvariance to budget

Source:
Performance Measures in Ambulatory Care Shirley M. Kedrowski, Cindy Weiner Nursing Economics. 2003; 21(4) | http://www.medscape.com/viewarticle/460613_2