Support Center

Using Reports in Clockwise.MD

Last Updated: Oct 20, 2016 03:52PM EDT
Technical Level:  Easy

Clockwise.MD has several different reports that will show your clinic's data at the non-patient-specific aggregate level.  If you need patient-specific data, you'll want to use Today's Patients and set the date range to show the range of dates for which you want to report (see Using the Today's Patients Page at http://clockwisemd.desk.com/customer/portal/articles/2235563-using-the-today-s-patients-page).

 
Daily Performance Emails

These show the daily performance at each of the facilities in your group in the following areas:
 
•  Number of Patients Seen 
•  Number of Online Patients Seen
•  Walk-in Wait Time Average - shows the average number of minutes that walk-in patients wait (callback time minus check-in time) 
•  Online Wait Time Average - shows the average number of minutes that online patients wait (call-back time minus reservation time)
•  Exam Room Time Average - shows the average number of minutes that a patient spends in the exam room (discharge time minus callback time) 
•  Performance Score - 0 to 100 score.  Begins at a default score of 100 and subtracts 1 point each time a staff utilization errors exceeds the percentage allowed (see explanation below as to types of errors tracked and percentage of each allowed).  Any score over 95 is considered to be very good. 
•  Remediation Comments - suggestions of specific action steps to improve Clockwise utilization.  Parties/personnel receiving the performance report may pass these along to staff as deemed necessary.


Here are the four areas in which the daily performance report scores the clinic in its utilization.

Fast Ready

Description – Ready and Callback are pressed within 120 seconds of each other.  This may occur with the first patients of the day, but there is usually a longer time between Ready and Callback as the day progreses.

How to Fix – Staff should ensure they mark patient as Ready as soon as registration is complete, then call patient back when an exam room is available.

How Daily Performance Score is Impacted - Fast Ready begins to impact daily performance score when percentage of occurrences exceeds 20%.

Not Ready

Description – Patient is called back and the Ready button is either not clicked or is clicked after callback.

How to Fix – Staff should click Ready before calling the patient back.

How Daily Performance Score is Impacted - Not Ready begins to impact daily performance score  when percentage of occurrences exceeds 15%.

Out of Order Callback 

Description – Patient who is not the next ready patient is called back ahead of a patient that is Ready and ahead of them in the queue.

How to Fix –  Staff should use Clockwise to determine the patient callback order and take the first patient that is marked Ready whenever possible.

How Daily Performance Score is Impacted - Out of Order Callback begins to impact daily performance report when percentage of occurrences exceeds 5%.

NOTE:  There may be instances when a patient that is farther down the list should be called back first if the visit type is of a different type and the clinic workflow dictates the patient would be better served by being called back out of order, e.g., if a patient making a lab visit is fourth in the queue and can be called back ahead of three urgent care patients.  However, this can lead to perception issues if it occurs frequently.  If there are frequent occurrences, the clinic should explore whether they need to configure the clinic to be multi-queue, and whether the wait room display should be configured to alternate between the different queues.

Callback Inactivity

Description – Two or more patients are called back within 120 seconds of each other after a period of callback inactivity of 45 minutes or greater.

How to Fix –  Staff should click Callback in timely manner as close as possible to the actual time the event occurs.

How Daily Performance Score is Impacted -  The Daily Performance Report provides the time range of every period of callback inactivity throughout the day.
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The daily performance e-mails can be configured to send one e-mail per clinic - OR - you can configure all clinics in a group to be sent in a combined group summary e-mail.  

Daily performance e-mails are configured in Team Admin > Hospitals at:

          • Send performance reports

          •  Performance report e-mail list   (create a list of comma-separated e-mails)

Group performance e-mails are configured in Team Admin > Groups at:

          • Send performance reports

          •  Performance report e-mail list   (create a list of comma-separated e-mails)  
          
 
Individual Facility Level Resources

        In each of the following URLs, please replace 'xxx' with the unique ID number for your clinic.
   
  • Metrics Individual Facility page (http://metrics.clockwise.md/hospitals/xxx)
    • Current Status
      • Real-time errors and patient flows numbers allow you to evaluate daily performance for the clinic 
    • Summary for [selected time period]
      • Allows you to see aggregated data for the individual clinic and compare to averages within the group
      • Use the Edit button to select which metrics you would like to see
    • Daily View (middle of the page) 
      • Allows you to see metrics each day of the time period you have selected
      • Use the Edit button to select which metrics you would like to see
 
 
 
Group / Regional Resources

     In each of the following URLs, please replace 'xxx' with the unique ID number for your group.
 
  • Metrics Group Data - data across all facilities in the group
    • Dashboard view (http://metrics.clockwise.md/groups/xxx)
      • Allows you to monitor performance at your clinics on a real-time, and daily basis and compare to averages across the group
      • Allows you to quickly pinpoint staff utilization errors and troubleshoot as necessary
      • Use the “Edit” button to select which metrics you would like to see
    • Summary view (http://metrics.clockwise.md/groups/xxx/summary)
      • Allows you to easily compare metrics across all clinics in the group for a customizable time period
      • Identify low and high performers across all clinics in the group
      • Use the “Edit” button to select which metrics you would like to see
 
  • Staff Utilization Dashboard - Group (http://metrics.clockwise.md/groups/xxx/clockwise_utilization_stats)
    • How is it used?
      • Compare performance scores across all of the facilities in your group.  Find low performers on any given day over the previous week and click the facility name in the top row to go to the individual page.
    • Description
      • Performance Score is a 0-to-100 score.  Points are subtracted based on the number of patients impacted by the four types of staff utilization issues.  Anything over 95 is considered a good score.


Should you have any comments or questions, be sure and use the links in the right side bar to contact ClockwiseMD Support.

Contact Us

3650a795d50d24c468773f0568be03f0@clockwisemd.desk-mail.com
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