Performance Measurement
KPIs & Metrics
Key Performance Indicators to measure the success and impact of the Balsam PX Program.
Patient Satisfaction Score (PSS)
Target
>= 85%
Rationale
The primary indicator of patient experience quality, directly reflecting the success of the Oasis Program.
Measurement Method
Post-visit survey (5-point Likert scale) administered via SMS or App within 24 hours of visit.
Calculation
(Number of patients rating 4 or 5 / Total respondents) x 100
Tracking Frequency
Weekly via PX Dashboard (Power BI)
Average Wait Time (AWT)
Target
<= 15 minutes
Rationale
Wait time is the number one driver of patient dissatisfaction in OPD settings.
Measurement Method
Queue Management System timestamps from check-in to first clinical contact.
Calculation
Sum of all wait times / Number of patients seen
Tracking Frequency
Real-time via Queue Dashboard, weekly report
First Contact Resolution (FCR) - Call Center
Target
>= 80%
Rationale
Measures the call center's ability to resolve patient needs in a single interaction.
Measurement Method
CRM tracking of calls that did not require callback or escalation.
Calculation
(Calls resolved on first contact / Total calls) x 100
Tracking Frequency
Daily via CRM Dashboard
Service Recovery Rate
Target
>= 90%
Rationale
Tracks the effectiveness of the H.E.A.R.T. model in converting complaints into positive outcomes.
Measurement Method
Follow-up survey after complaint resolution.
Calculation
(Complaints resolved satisfactorily / Total complaints) x 100
Tracking Frequency
Monthly via PX Team reports
Staff AIDET Compliance
Target
>= 75% in first quarter, >= 90% by end of year
Rationale
Ensures consistent adoption of the communication framework across all touchpoints.
Measurement Method
Mystery patient audits and PX rounding observations.
Calculation
(Observed AIDET-compliant interactions / Total observed interactions) x 100
Tracking Frequency
Monthly via PX Rounding Reports
Net Promoter Score (NPS)
Target
>= 50
Rationale
Measures patient loyalty and likelihood to recommend the hospital.
Measurement Method
Single-question survey: 'How likely are you to recommend us?' (0-10 scale).
Calculation
% Promoters (9-10) - % Detractors (0-6)
Tracking Frequency
Monthly via Patient Survey System
Measurement Framework
Real-Time
Queue wait times, call center response times monitored via live dashboards.
Weekly
Patient satisfaction surveys, PX rounding reports, complaint tracking.
Quarterly
NPS scores, AIDET compliance audits, comprehensive program review.
Scientific References
Studer Group / Huron Consulting. "AIDET® Communication Framework." Evidence-based approach to patient-provider communication.
Cleveland Clinic. "Communicate with H.E.A.R.T.®" Licensed service recovery program.
Bitner, M.J. (1993). "Service Blueprinting: A Practical Technique for Service Innovation." Arizona State University.
Press Ganey Associates. "Patient Experience Measurement & Improvement."
Beryl Institute. "The State of Patient Experience." Annual research on PX trends and best practices.
Lean Healthcare / Toyota Production System. "7 Wastes in Healthcare."