Statistics

How to read the statistics overview?

Statistics overview combines all the most important business data to help you see how your facility is performing. Find out how you can use statistics to make the best decisions for your business.

Open the overview by clicking on Statistics in the main page of Docplanner Phone. The overview is the first tab you will see. 

In the top right corner you will see the following options:

  • See old version - allows you to switch to the previous view
  • Download - you can save the overview on your computer if you need the access to it outside of the website
  • Filter by date - allows you to choose a specific time period you are interested in

 

The overview consists of 3 sections: Traffic, Callbacks and Performance.

Traffic

This portion of the overview provides you with the information about how inbound traffic is handled in your facility. It can give you a better idea about the volume of calls as well as patient experience. 

This number shows you how many inbound phone tasks were created in a chosen time period.

Next to the number there is a comparison bubble that shows if your inbound traffic went up or down compared to the previous time period (e.g. if you chose in the dates filter to look at the last 30 days, the comparison will be with the 30 days before that).

Attendance gives you the information about how well your inbound tasks are attended by receptionists.

The attendance numbers are shown as percentages of the “New inbound tasks - phone” statistic. They are organised to reflect the patient experience from best (top) to worst (bottom):

    • Answered at first attempt - tasks which were answered at the first attempt of contact made by the patient. This is the best experience from the patient’s perspective - they make an effort of 1 call and it pays off immediately.
    • Called back after 1 attempt - tasks which were not answered but successfully called back after 1 missed call. This is the second best experience - a patient makes an effort of 1 call, it fails, but then it is completed thanks to the effort of reception.
  • Contacted after multiple attempts (from patient) - tasks which ended up in a conversation where a patient had to make more than 1 attempt of calling. This is a significantly worse experience than the previous two points, as the patient had to make more effort to contact the facility.
  • No contact - This reflects the tasks which did not end up in a successful conversation - the patient didn’t talk to the clinic. 

⭐ The ideal scenario is to have the highest numbers in top categories and lowest in the bottom ones. If you want to make significat changes in the attendance and patient experience, try to improve on the biggest issues first and work your way up.

 

Callbacks

This is where you can find metrics related to calling back. 

The callback conversion section shows you how callbacks are handled and how that may impact clinic's business (estimated).

  • Estimated callback revenue
    This is calculated by multiplying the number of callback bookings by the average visit revenue which can be edited by the manager. This is an estimation, but it allows you to get a better idea of how important it is to call patients back. 
  • New callback tasks - All callback tasks created during the chosen time period. 
    This number can be affected by the performance of the reception - the more tasks are answered at first attempt, the fewer new callback tasks are created.
  • Attempted callbacks - Callback tasks the reception tried to call back
    This number reflects how diligently the reception attempts to call back on callback tasks. This number should be close to the number of New callback tasks in receptions who are focused on callbacks.
  • Successful callbacks - Callback tasks the reception called back successfully.
    This number shows how many of the callback attempts made by reception are successful. It is not entirely in the reception’s control (they can’t control if a patient answers the callback), but there are practices which can be introduced to improve this metric, e.g.:
      • Calling back as soon as possible - it can increase the chance of patient answering by catching them right after they make the call 
      • Calling back more than once - it will increase the chance that the patient will answer at some point 

The last step of the funnel is, of course, the Callback bookings which are displayed above the chart. This number is a portion of the successul callbacks. It's mostly dependent on the patient, as they have to have the intention of booking an appointment.

 

Performance

This section contains 4 performance-related indicators, which can hint towards most common issues with how the reception performs and how that affects the patient experience.

 

  • Average waiting time (median)
    Average waiting time of a patient on the line. It shows how long, on average, patient waits on the line after the voice intro and voice menu.
  • Average callback (attempt) time (median)
    Average time between creation of a callback tasks and first callback attempt on that task. It is mostly a reception-driven metric - the quicker the reaction time of reception to callbacks, the lower the median time. Thanks to using median calculation, extreme edge-cases of long forgotten tasks should not affect the metric too much.
  • Callback attempts under 10 minutes
    A different view of the callback reaction time. It shows how many callback attempts are made within 10 minutes of task creation.
  • Attendance rate
    This shows what percentage of inbound tasks ended up in a completed conversation (successful contact). It’s reverse to the No contact metric from the Attendance section on top of the page.