Service Plan KPIs

Measurement and Frequency

Structure: Staff to Client Ratio-Environment

Staff to client rations will be of 1:2 overall and is measured by the number of patients each week to the total number of staff. Less than 1:2 ratios would mean there are too many staff members and more than 1:2 would show we need more staff. This can be evaluated by looking at weekly check-ins and staff timecards. If we have too many staff then this can mean we are wasting financial funds and not enough staff could lead to patient dissatisfaction and safety issues. It can be measured on a weekly to monthly basis, with changes being made as needed.

The environment is part of the structural component of the wellness center. Each wellness center is about 5000 square feet. This is about the size of a basketball court. There where will be areas for the health bar, individual meeting areas and smaller instructional rooms, and larger meeting areas for sessions. The environment and staff to client ration impact each other because if there are too many clients there would not be enough room in the facility. Plus, there could also be a problem with HIPAA, where information is overheard among other clients.

This could be measured by following the Fire Marshalls guidelines for capacity which would be done daily through check-in logs and proper appointment scheduling.

Process: Time allotted per Client per Appointment

Wait time for the patients between appointments can be evaluated through the sign-in logs, check-out logs, and staff timecards. If the wait times are increased then this would indicate a need for longer appointment times. Too much time between appointments would me the staff are not productive, so more patients per day need to be scheduled and less time for each appointment. If the staff work overtime this can create a financial burden and decrease patient satisfaction. Adding more patients each day would increase income and decrease downtime with the staff. It could be measured weekly and then monthly.

Outcome: Client Satisfaction and Increased Referrals

The number of patients and the number of patient visit increase by 10% monthly. This can be measured by sign-ins. We would give a satisfaction survey at the end of each appointment and analyzed weekly for trends. Growth of 10% per month is reached with increased referrals and word of mouth. Weekly audits of the surveys make sure the change can be made quickly.