Clincal Readiness
What do we use for scheduling
SAP
Booked appointments divided by slots open — what's this KPI called?
Fill Rate
What KPI measures patients who did not attend their scheduled appointment?
No Show Rate
A clinic is running 45 minutes late. What's the ONE thing that keeps patients calm in the waiting area?
Communication
How do we ensure that we have grip on overall operations, people issues, resources, and acknowledgements on a weekly basis for each speciality?
Status Exchange
We measure how long an approval takes from request to decision. What's the three-letter KPI?
TAT
A patient books but never shows up and never cancels. Which KPI just went up? Be precise
No Show%
What KPI measures the time taken to get the next available appointment?
Access Time
What is on the standing boards outside of each Clinical Area with the QR Code?
Experience Survey
How do we keep on top of our clinics on a daily basis to ensure that they are ready and prepared to serve our patients?
Daily Clinic Readiness Huddle
If slots open drop but bookings stay the same, does the fill rate go UP or DOWN?
Up
An OPD patient gets approved for surgery and admitted. What do we call that in our offical BMC KPIs
OP to IP Conversion
What process KPI is used to understand and increase slot utilization to replace no?
Fill Rate
What's the ONE question every clinic staff member should ask a patient who is about to leave and not willing to rebook?
Please tell us Why?
How do we track all our collective actions and key projects as an Operations Team?
Project Management Office- BMC Tracker
Which KPI tells us if we're attracting the best kind of patients?
New Thiqa Patient %
What does ARR stand for in our monthly KPIs?
Average Revenue per Patient
What's the single cheapest, most effective tool to reduce no-shows the day before
Reminder Call
A patient complains loudly at reception. First move — Call Experience Team? Highlight the policy? Or Acknowledge the frustration?
Acknlowledge the Frustration
How do clinical teams and leadership based on physical location stay up to date on actions whats important operationally for the unit to achieve?
Quality Board
High no-show % wastes what exact resource that another patient could have used?
Slot
Two clinics run the same 30-minute delay. Clinic A's staff make eye contact and update patients; Clinic B's staff stare at screens. Same wait — different what?
Experience
patient waits 3 weeks for a slot, gets a reminder SMS, shows up on time — and the doctor is on unplanned leave. In ONE word, what did we just lose?
Trust
What does NPS Stand for?
Net Promoter Score
What is the opposite of having a Management System?
Firefighting