The numbers.
The detail.
The next step.
Performance & reporting
A practice review should answer the questions you actually have. Where has follow-up stalled? Has completed activity been accounted for? What is being done about it?
Explore the sample reviewAn enquiry should have a next step.
- Needs attention
- A patient enquiry is waiting for a suitable appointment.
- Responsible person
- Patient services lead
- Next action
- Check the next suitable clinic, contact the patient and record their preference.
- Evidence of progress
- Contact history, options offered and the agreed follow-up.
A callback attempt and a conversation are different things. The record should make that distinction clear.
Fictional workflow examples. No patient data or claimed Prime results. Measures, systems and reporting frequency are agreed with each practice.
Useful reporting
starts with
better questions.
Measures, data sources and reporting frequency are agreed with your practice. The detail behind exceptions matters as much as the overview.
What can I see now?
Agree which operational information can be available in real time and which measures need scheduled reconciliation. The reporting arrangement should make its refresh frequency, last update and any missing data clear.
Who is moving the work forward?
Connect each open issue to a responsible person, a next step and a follow-up date. Review progress against earlier actions, including dependencies outside the team’s control.
How is Prime performing?
Agree service measures such as response handling, correspondence turnaround and action completion. Include the service we deliver in your performance review.
Clarity in
the definitions.
These are examples of useful measures to agree. Availability depends on service scope and reliable underlying information.
| The question | What a useful measure explains |
|---|---|
| Are enquiries progressing? | Follow a defined group of enquiries over an agreed period, including those still pending and the reasons for not booking. |
| Are patients hearing from us? | Distinguish a substantive human response from an automatic acknowledgement, and a callback attempt from successful contact. |
| Has completed work been checked? | Match eligible activity to an invoice or documented exclusion, with incomplete information kept visible. |
| What has been received? | Separate invoices, allocated receipts, credits, refunds and unallocated payments. |
| What remains outstanding? | Use agreed due dates and distinguish current billing, legacy debt, disputes and payer types. |
What would you like your
practice to do better?
Let’s start with how your practice works today, and where you would value more support.