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Patient Service Team metrics and KPIs

What are Patient Service Team metrics?

Finding the right Patient Service Team metrics can seem daunting, particularly when you're focused on your daily workload. For this reason, we've compiled a selection of examples to fuel your inspiration.

Copy these examples into your preferred tool, or adopt Tability to ensure you remain accountable.

Find Patient Service Team metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Patient Service Team metrics and KPIs

Metrics for Increase Calls Through Google My Business

  • 1. Call Volume From Google My Business

    The number of calls initiated through the Google My Business profile

    What good looks like for this metric: Varies by industry; typically 10-20 calls per month for small practices

    Ideas to improve this metric
    • Ensure contact details are correctly updated
    • Encourage satisfied patients to leave positive reviews
    • Regularly update Google My Business posts
    • Utilise high-quality images
    • Respond promptly to reviews and queries

  • 2. Click-Through Rate to Phone Number

    The percentage of profile views that lead to clicks on the phone number

    What good looks like for this metric: 2-5% is common for local businesses

    Ideas to improve this metric
    • Improve the Google My Business profile description
    • Include a call-to-action in the profile
    • Use high-quality and relevant photos
    • Encourage direct feedback and engagement
    • Regularly monitor and analyse the profile performance

  • 3. Profile Views

    Total number of times the Google My Business profile was viewed

    What good looks like for this metric: 500-1000 views per month for active practices

    Ideas to improve this metric
    • Optimise the profile with relevant keywords
    • Use local SEO strategies
    • Engage with local community and digital communities
    • Share the Google My Business profile across other platforms
    • Post regular updates about services and offers

  • 4. Conversion Rate of Views to Calls

    The percentage of profile views that converted to actual phone calls

    What good looks like for this metric: Typically 1-3%

    Ideas to improve this metric
    • Offer exclusive incentives for calling
    • Simplify the process for scheduling or making an appointment
    • Enhance description to highlight unique services
    • Improve visibility of the call button
    • Utilise customer testimonials in updates

  • 5. Customer Review Rating

    Average rating from customer reviews on Google My Business

    What good looks like for this metric: Aim for a minimum of 4.0 out of 5

    Ideas to improve this metric
    • Encourage happy patients to leave reviews
    • Address negative feedback promptly
    • Maintain excellent patient service
    • Request detailed feedback for improving services
    • Enable easy review submission via follow-up after appointments
patient-engagementcall-optimizationmarketing-specialistpatient-relations-officerdigital-marketing-teampatient-service-team
Implement these metrics

Tracking your Patient Service Team metrics

Having a plan is one thing, sticking to it is another.

Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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