Why use Key Performance Indicators for Dental anxiety
To help you manage your patients’ dental anxiety the use of key performance indicators (KPI’s) can help:
(1) assess how anxious your patients are across the practice;
(2) compare your anxiety levels to benchmark standards;
(3) monitor how effectively the practice is managing patient anxiety over time;
(4) help you calculate the financial impact that patient anxiety is having on the practice.
Below are 3 straightforward KPI's that a practice can measure to help them assess how "anxious" their patient profile is and the impact that that anxiety is having on practice productivity.
KPI: Practice Wide Anxiety
A practice wide anxiety measure gives an overall view of the level of dental anxiety across the practice. The KPI shows what proportion of your patients are high, medium or low in terms of their dental anxiety. The measure can be compared with standard benchmarks to help you understand how more or less anxious your patients are and how it has changed over time. To calculate this KPI you need all patients to complete an MDAS assessment. FEMDA’s Confidents patient app and dashboard can help a practice collect this information and calculates this KPI automatically.
KPI: Recall effectiveness
Recall effectiveness or booking frequency can significantly affect practice income (an 85% recall effectiveness can increase income by as much as 16.5%, Software Of Excellence, 2018). But it is useful to stratify your recall effectiveness to identify recall effectiveness for each category of dental anxiety. If one category is significantly underperforming, then the practice can take actions to ameliorate these results. For example, the Confidents patient app can integrate with your Patient administration system and send reminders and recall messages that are customised to a patient’s level of anxiety to improve their booking frequency.
KPI: Failure To Attend rates
Measuring and reducing patient non attendance rates is critical. In 2010 the British Dental Association conducted a study that showed that of the 59 practices surveyed, there was an average of 1,061 missed appointments each over the 12 month period. This equates to an average of 360 appointments per whole time equivalent (WTE) dentist. Although FTA rates can be improved by the use of reminders, it is extremely useful to understand the anxiety level of a patient so that a reminder can be phrased in appropriate language. Again FEMDA’s patient app can provide reminder messages that are attuned to a patient's level of anxiety and reduce the likelihood that they will not show up.
These KPIs can be easily calculated by hand if you have patient measures of anxiety. However with the FEMDA Anxiety Management Dashboard these KPI's are calculated for you automatically. To find out more contact our membership team on firstname.lastname@example.org.
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